topic Re: VPN connection issue (again) in Broadband

VPN connection issue (again)

Alex7 — Thu, 03 Mar 2022 12:04:41 GMT

Hi,

I am no longer able to connect to my work VPN. Please resolve this as soon as possible.

Current router version is SG4K100130 (VPN broken).

Last time this happened you resolved it by updating my router version to SG4K10002829t

You have my permission to update my router version to resolve this.

Re: VPN connection issue (again)

Debbie-TalkTalk — Thu, 03 Mar 2022 12:15:20 GMT

Hi Alex

I'm really sorry about this.

I'm trying to change the FW back now. I will post back shortly/

Thanks

Debbie

Re: VPN connection issue (again)

Debbie-TalkTalk — Thu, 03 Mar 2022 12:46:13 GMT

Hi Alex

The firmware update keeps failing. Please can you switch the router off and then back on again please?

Thanks

Debbie

Re: VPN connection issue (again)

Alex7 — Thu, 03 Mar 2022 12:46:21 GMT

Hi Debbie,

Thanks for looking into this.

I'm no longer able to connect to the internet. Was there a problem with the FW update?

Re: VPN connection issue (again)

Debbie-TalkTalk — Thu, 03 Mar 2022 12:51:46 GMT

Hi Alex

I'm really sorry about this. I will need to send you a new router, are you ok for me to arrange this?

Thanks

Debbie

Re: VPN connection issue (again)

Alex7 — Thu, 03 Mar 2022 12:54:51 GMT

Hi Debbie,

Please send the new router. Do you know when it will arrive?

Does this mean I will be unable to connect to the internet with my current router? Will it help if i hard reset it?

Re: VPN connection issue (again)

Debbie-TalkTalk — Thu, 03 Mar 2022 12:55:57 GMT

Hi Alex

Please can you try a factory reset? (pin hole)

Re: VPN connection issue (again)

Alex7 — Thu, 03 Mar 2022 13:04:25 GMT

Unfortunately the factory reset doesn't seem to do anything

Re: VPN connection issue (again)

Alex7 — Thu, 03 Mar 2022 13:30:34 GMT

Hi Debbie,

Can you confirm a new router is on the way and if possible when it will arrive?

To do work I now need to connect to the internet to with my mobile and am worried about data usage.

Re: VPN connection issue (again)

Chris-TalkTalk — Thu, 03 Mar 2022 14:56:55 GMT

Hi Alex7,

I've ordered a replacement router, it should be with you within 2 working days, apologies for any inconvenience

Chris

Re: VPN connection issue (again)

Alex7 — Fri, 04 Mar 2022 13:22:55 GMT

Hi Chris,

The new router arrived today. Thanks for sending that across so quickly.

Unfortunately I'm still unable to connect to my work VPN. The new router FW version is SG4K100124

Is this a known issue with the latest FW version(s)?

I'm concerned that attempting another update will break the router again. Would there be reduced risk if you send me an image file of a working FW version so I can manually install it using the router gui?

Do you know when the next version will released automatically?

Many thanks

Re: VPN connection issue (again)

Chris-TalkTalk — Fri, 04 Mar 2022 13:27:56 GMT

Hi Alex,

I'm sorry to hear that the new router hasn't resolved the problem. Could I just ask which VPN client you are using?

Chris

Re: VPN connection issue (again)

Alex7 — Fri, 04 Mar 2022 13:38:16 GMT

Hi Chris,

I'm trying to connect using Windows 10

The VPN type is PPTP

The server is vpn.digits.co.uk

Re: VPN connection issue (again)

Chris-TalkTalk — Fri, 04 Mar 2022 14:14:51 GMT

OK thanks, I'm just seeing if there's anything we can do from our end. I'll let you know when I have an update

Chris

Re: VPN connection issue (again)

Alex7 — Fri, 04 Mar 2022 15:28:25 GMT

Thanks Chris.

If it helps with the investigation, there were no VPN problems in FW version SG4K10002829t

Re: VPN connection issue (again)

Debbie-TalkTalk — Tue, 08 Mar 2022 06:47:42 GMT

Hi Alex

Sorry for the delay.

Our Products Team are still investigating this at the moment. I should hopefully have further updates today.

Thanks

Debbie

Re: VPN connection issue (again)

Debbie-TalkTalk — Tue, 08 Mar 2022 12:24:46 GMT

Hi Alex

We are experiencing some issues updating the FW.

I think we should send a Huawei WIFI hub. Are you happy for me to arrange this?

Thanks

Debbie

Re: VPN connection issue (again)

Alex7 — Tue, 08 Mar 2022 14:44:33 GMT

Hi Debbie,

Thanks for the update. Yes please send a Huawei WIFI hub if you think this will resolve the VPN connectivity.

Many thanks

Re: VPN connection issue (again)

Debbie-TalkTalk — Tue, 08 Mar 2022 14:49:38 GMT

Hi Alex

The Huawei WIFI hub will resolve the VPN issue.

The router is on its way and you should receive this within the next 24-48hrs.

Thanks

Debbie

Re: VPN connection issue (again)

Alex7 — Tue, 08 Mar 2022 15:03:34 GMT

Thanks Debbie. I will let you know how I get on as soon as it arrives