topic VPN suddenly stopped working in Broadband

VPN suddenly stopped working

anneharrison — Thu, 07 Apr 2022 14:15:30 GMT

I work from home and have successfully used a VPN to connect remotely to work for the past 2 years. Yesterday it suddenly stopped working. I contacted our IT guy who checked everything out and he was able to login remotely as me so he suggested the router might be the problem as this happened to one of my colleagues and TalkTalk supplied my colleague with a new router which solved the problem. I came on here and saw that it seems to be a common problem so contacted TalkTalk on live chat. They identified a fault on my line & sent out and engineer this morning. The engineer sorted the fault on the line but it did not solve my VPN problem. I’ve since spoken to TalkTalk twice on live chat and on phone but they are still saying the problem is with my work but my IT guy has checked everything again and is of the same opinion that it’s the router. I’m at my wits end as this seems to be a known problem but they are not resolving it and I’m now almost 2 days without my connection. Would appreciate any suggestions or help from someone at TalkTalk.

Re: VPN suddenly stopped working

KeithFrench — Thu, 07 Apr 2022 14:22:26 GMT

Are you using the SagemcomWiFi Hub running firmware V130 or higher? If so this is the problem and if you respond, then TalkTalk will sort it for you.

Re: VPN suddenly stopped working

anneharrison — Thu, 07 Apr 2022 14:32:54 GMT

Yes it is the Sagecom. How do I check which firmware it’s running?

Re: VPN suddenly stopped working

KeithFrench — Thu, 07 Apr 2022 14:45:09 GMT

Just go to the login page (you don't need to login), at the bottom of the page you will see a version number, what is it?

Re: VPN suddenly stopped working

anneharrison — Thu, 07 Apr 2022 15:30:39 GMT

It’s SG4K100136

Re: VPN suddenly stopped working

Debbie-TalkTalk — Fri, 08 Apr 2022 05:45:27 GMT

Hi Anne

Apologies for this.

I will need to make a change to your router firmware, when would be the best time for us to do this?

We advise to leave the router switched on without being rebooted whilst the FW is being updated.

Thanks

Debbie

Re: VPN suddenly stopped working

anneharrison — Fri, 08 Apr 2022 06:20:39 GMT

Thanks Debbie. The router is on now I would appreciate if it could be done asap please.

Re: VPN suddenly stopped working

anneharrison — Fri, 08 Apr 2022 06:29:02 GMT

Thanks for your help too, getting somewhere at last!

Re: VPN suddenly stopped working

Debbie-TalkTalk — Fri, 08 Apr 2022 06:35:16 GMT

Hi Anne

Thank you. All updated, please can you retest and let us know how you get on?

Debbie 🙂

Re: VPN suddenly stopped working

anneharrison — Fri, 08 Apr 2022 06:47:44 GMT

Thanks Debbie VPN working again. Can I ask that you do something about this please? You have resolved this problem very quickly but why was I not able to get this help from reporting the problem on live chat and by phone which has meant this has been going on since Wednesday morning. If you can help to ensure no one else has to endure this it would be a good result. Thanks again for your help it’s much appreciated.

Re: VPN suddenly stopped working

Debbie-TalkTalk — Fri, 08 Apr 2022 06:53:29 GMT

Hi Anne

I'm so glad to hear that this is now working ok.

This issue is with certain firmware and VPN clients, this is not affecting all customers.

I will feed this back. If you do experience any further issues then please let us know on the Community.

Thanks

Debbie