topic Re: VPN in Broadband

VPN

AFK80 — Fri, 25 Feb 2022 14:15:18 GMT

I have suddenly started getting an issue with using the VPN for remote working. It worked fine before but now I keep getting an error message 619 cannot connect to remote computer. My IT department have found no issues and have said it is a problem with my router or Internet. Please can anyone help?

Re: VPN

Chris-TalkTalk — Fri, 25 Feb 2022 14:19:02 GMT

Hi AFK80,

Sorry to hear that you're experiencing problems with your VPN, which VPN client are you using? Is the problem only started today?

Chris

Re: VPN

AFK80 — Fri, 25 Feb 2022 14:31:52 GMT

Hi, it started last week. I had no issues when working from home last year but I am wanting to work from home again and it won't connect. I'm not sure what VPN client we use sorry

Re: VPN

Chris-TalkTalk — Fri, 25 Feb 2022 14:33:56 GMT

OK thanks. Could you update your community profile to include your:

Name

Telephone number

Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: VPN

AFK80 — Fri, 25 Feb 2022 15:28:17 GMT

I have updated my details now

Re: VPN

Chris-TalkTalk — Fri, 25 Feb 2022 15:32:21 GMT

OK thanks. Could I just ask, which router do you have?

Chris

Re: VPN

AFK80 — Fri, 25 Feb 2022 16:10:25 GMT

It is a sagemcom router

Re: VPN

Skynet_TX — Fri, 25 Feb 2022 22:43:56 GMT

Hi @AFK80,

The staff here probably won't be around now until Monday, but they should be able to respond to this post early next week to help further.

If you browse to the router login screen at http://192.168.1.1/ then towards the bottom of the screen it will show you what firmware version your router is using, can you see if it says SG4K100130 ?. This is a new version of firmware that has only started rolling out recently, and it has been known to cause VPN related issues for some customers.

Re: VPN

AFK80 — Sun, 27 Feb 2022 16:51:20 GMT

Hi, thank you. Yes it does say SG4K100130 when I log in.

Re: VPN

Skynet_TX — Sun, 27 Feb 2022 19:15:03 GMT

Ok, it may be possible for the team here to update some settings on your router to resolve the VPN issue, if not (and if they do think this issue has been caused by the firmware upgrade) they should be able to arrange a replacement router of a different type for you. They should be able to respond to this post early next week.

Re: VPN

Debbie-TalkTalk — Mon, 28 Feb 2022 06:58:58 GMT

Hi AFK80

Thanks for your reply.

I can update your router to a different firmware version or I can send a different make and model of router.

Would you like me to try the FW change first?

Thanks

Debbie

Re: VPN

AFK80 — Mon, 28 Feb 2022 07:41:09 GMT

Hi Debbie. You can try the FW change first please.

Thanks

Re: VPN

Debbie-TalkTalk — Mon, 28 Feb 2022 07:50:43 GMT

Hi AFK80

Thanks for your reply.

The FW has now been updated, please can you retest and let us know how you get on.

Debbie

Re: VPN

AFK80 — Mon, 28 Feb 2022 17:06:53 GMT

Hi Debbie. I have just retested and I have connected ok with no issues. Thanks very much for your help 👍

Re: VPN

Debbie-TalkTalk — Tue, 01 Mar 2022 06:37:39 GMT

Hi AFK80

That's great news, thanks for letting us know.

Debbie 🙂

Re: VPN

AFK80 — Wed, 30 Mar 2022 19:19:52 GMT

Hi, I have started having the same issue again with not being able to connect with the vpn. Has something changed again as it was working fine before? Thanks

Re: VPN

Debbie-TalkTalk — Thu, 31 Mar 2022 05:46:55 GMT

Hi AFK80

Apologies for this.

I have changed the FW back again. I will feed this back to our Products Team.

Thanks

Debbie

Re: VPN

AFK80 — Mon, 04 Apr 2022 05:48:36 GMT

Hi Debbie

This looks like it is working ok again now. Thanks for your help

Re: VPN

Debbie-TalkTalk — Mon, 04 Apr 2022 05:58:49 GMT

Hi AFK80

I'm so glad to hear this, thanks for letting me know 🙂

Debbie