topic Re: Having problem with VPN in Broadband

Having problem with VPN

tatalkUser2022 — Tue, 08 Feb 2022 16:24:20 GMT

Hello,

My VPN connection to work has stopped working and I am getting an error message which says “The VPN connection between your computer and the VPN server could not be completed, ... If the problem persists, contact your network administrator or Internet Service Provider.”

The VPN software that I am using is the built in Windows 10 and it has stopped working since Wednesday 19 January. I have noticed that a number of users seem to be having a similar problem from the mid-January.

The router which I have is TalkTalk Wi-Fi Hub with firmware version SG4K100130 with no problem for more than a year. The problem is the router which I think an update/firmware was done on Tuesday 18th January. I am able to connect to work computer using my mobile hotspot.

I have had chat with talktalk a few times but got nowhere. They couldn't assess where the problem is. I am still not able to connect to the office computer using this router. Please could you help me to find a solution.

Many thanks

Re: Having problem with VPN

Divsec — Tue, 08 Feb 2022 16:35:15 GMT

hi @tatalkUser2022 this is an easy one to fix. @Debbie-TalkTalk knows how! I'm sure as soon as due pucks this up your problem will be over

The issue is caused by a Microsoft update to Windows 10.

Re: Having problem with VPN

tatalkUser2022 — Tue, 08 Feb 2022 16:39:45 GMT

Hello Divsec and thanks. I think Debbie is offline. I have read some of the issues that Debbie has fixed them

Re: Having problem with VPN

tatalkUser2022 — Tue, 08 Feb 2022 16:41:16 GMT

I have to switch off my computer but I'll come back later on

Re: Having problem with VPN

Divsec — Tue, 08 Feb 2022 17:05:06 GMT

Just make sure you leave the router plugged in and switched on!

Re: Having problem with VPN

tatalkUser2022 — Tue, 08 Feb 2022 17:17:29 GMT

Thanks Divsec. I'm back now

Re: Having problem with VPN

Debbie-TalkTalk — Wed, 09 Feb 2022 07:26:45 GMT

Hi tatalkUser2022

Sorry for the delay.

Is your router switched on at the moment? I'm just trying to update the FW to a different version.

Thanks

Debbie

Re: Having problem with VPN

tatalkUser2022 — Wed, 09 Feb 2022 08:44:23 GMT

Morning Debbie

Sorry, just got your messages.

I will connect the router now.

Let me know once it finishes.

Kind Regards

Re: Having problem with VPN

tatalkUser2022 — Wed, 09 Feb 2022 08:51:49 GMT

Hi Debbie
the router's red light is blinking

Re: Having problem with VPN

Debbie-TalkTalk — Wed, 09 Feb 2022 09:00:16 GMT

Hi tatalkUser2022

Could you factory reset the router for me using the pin hole reset for ten seconds?

Thanks

Re: Having problem with VPN

tatalkUser2022 — Wed, 09 Feb 2022 09:05:21 GMT

Hi Debbie

Just done it

Thanks

Re: Having problem with VPN

tatalkUser2022 — Wed, 09 Feb 2022 09:07:54 GMT

Hi Debbie
still the red light is blinking

Thanks

Re: Having problem with VPN

Debbie-TalkTalk — Wed, 09 Feb 2022 09:17:04 GMT

Hi tatalkUser2022

Apologies for this.

I think we should send a Huawei WIFI hub. Would you like me to arrange this?

Thanks

Debbie

Re: Having problem with VPN

tatalkUser2022 — Wed, 09 Feb 2022 09:17:41 GMT

Hi Debbie
I can't see any changes on the router, the red light still blinking. Would you like me to do another factory reset the router?
Thanks

Re: Having problem with VPN

tatalkUser2022 — Wed, 09 Feb 2022 09:19:17 GMT

Thanks Debbie

Will Huawei WIFI hub fix the issue?

Thanks

Re: Having problem with VPN

tatalkUser2022 — Wed, 09 Feb 2022 09:23:23 GMT

Hi Debbie

If you think that resolve the problem, then yes please

Thanks

Re: Having problem with VPN

Debbie-TalkTalk — Wed, 09 Feb 2022 09:23:57 GMT

Hi tatalkUser2022

Yes, there are no reported issues with the Huawei WIFI hub and VPN.

Thanks

Re: Having problem with VPN

tatalkUser2022 — Wed, 09 Feb 2022 09:26:42 GMT

Hi Debbie

Yes please send it

many thanks

Re: Having problem with VPN

Debbie-TalkTalk — Wed, 09 Feb 2022 09:41:06 GMT

Hi tatalkUser2022

The Huawei WIFI hub is on its way, please allow 24-48hrs for this to arrive.

Thanks

Debbie

Re: Having problem with VPN

tatalkUser2022 — Wed, 09 Feb 2022 09:43:22 GMT

Again, many thanks Debbie

I have to go now

I will give you an update once I receive the router

Kind Regards