topic Re: Cannot connect to VPN in Broadband

Cannot connect to VPN

hogyebear — Wed, 23 Mar 2022 19:57:04 GMT

Hello. I can't connect to VPN. I have checked my router and its version FAST5364-3.T8. My IT department says that PPTP is blocked. Please can you advise. I am getting no where on the web chat

Re: Cannot connect to VPN

ferguson — Wed, 23 Mar 2022 18:47:46 GMT

That doesn't look like any TalkTalk router version, can you advise which make/model you have?

Re: Cannot connect to VPN

Skynet_TX — Wed, 23 Mar 2022 22:14:09 GMT

(Post copied from your other topic)

Hi @hogyebear,

If you browse to the router login screen at http://192.168.1.1/, what 'version' does it say towards the bottom of the screen, is it

SG4K100130 ?

What VPN software are you using, or is it the built in Windows 10/11 VPN ?

The TalkTalk Support Team on this community will be able to help, they will hopefully be able to respond to this post tomorrow.

Please don't start any more new topics for this issue, just stick with this one topic.

Re: Cannot connect to VPN

hogyebear — Wed, 23 Mar 2022 22:17:44 GMT

Hi Skynet_TX, thanks for the reply. I've looked and it says version SG4K100136. I think it's the built-in VPN

Re: Cannot connect to VPN

Skynet_TX — Wed, 23 Mar 2022 22:21:36 GMT

Ok, would be best to wait for the support team here on the community to check this when they return tomorrow, some customers have been experiencing issues with VPN connectivity after their routers upgraded to a new version of Firmware, I'm not sure if the version you are on is known to have any problems with VPN connectivity, but the support team here will be able to check, and if there are any known issues they may well be able to change your firmware version to fix it for you.

Re: Cannot connect to VPN

hogyebear — Wed, 23 Mar 2022 22:25:46 GMT

Great, thanks for your help and advice i really appreciate it 👍. Sorry for the duplicate post by the way, it's the first time I've used the community but it certainly won't be the last. Enjoy your evening and thanks again

Re: Cannot connect to VPN

Debbie-TalkTalk — Thu, 24 Mar 2022 06:47:33 GMT

Hi hogyebear

I'm sorry to hear this.

I will speak to our Products Team about this. Which VPN client are you using?

Thanks

Debbie

Re: Cannot connect to VPN

hogyebear — Thu, 24 Mar 2022 08:09:18 GMT

Hi I an using SG4K100136. The email it department are saying it is a firewall issue the router is blocking the connection please see below photo thank you

Re: Cannot connect to VPN

Debbie-TalkTalk — Thu, 24 Mar 2022 08:25:22 GMT

Hi hogyebear

Thank you. I will keep you updated as soon as I receive further information.

Debbie

Re: Cannot connect to VPN

Debbie-TalkTalk — Thu, 24 Mar 2022 12:20:27 GMT

Hi hogyebear

I will need to make a change to the FW on your router. When would be the best time for me to do this? (the connection will go down for a short while whilst I do the update and the router will reboot)

Thanks

Debbie

Re: Cannot connect to VPN

hogyebear — Thu, 24 Mar 2022 12:57:07 GMT

Hi Debbie you can do this now I am not using the internet thank you.

Re: Cannot connect to VPN

Debbie-TalkTalk — Thu, 24 Mar 2022 13:04:23 GMT

Hi hogyebear

Apologies, I'm experiencing an issue connecting to the router, could you factory reset the router using the pin hole reset for ten seconds, I can then try this again.

Thanks

Re: Cannot connect to VPN

hogyebear — Thu, 24 Mar 2022 13:29:22 GMT

Hi factory reset done thank you

Re: Cannot connect to VPN

Debbie-TalkTalk — Thu, 24 Mar 2022 14:06:34 GMT

Hi hogyebear

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

Thanks

Debbie

Re: Cannot connect to VPN

hogyebear — Thu, 24 Mar 2022 14:18:30 GMT

Thank you Debbie for all your help im all working again i only wish it had been this easy with the live chat.

Re: Cannot connect to VPN

Debbie-TalkTalk — Thu, 24 Mar 2022 14:50:42 GMT

Hi hogyebear

Apologies for this. I will feed this back.

If you do experience any further issues then please let us know.

Thanks

Debbie