topic Re: VPN in Broadband

VPN

Neilp346 — Sun, 10 Apr 2022 18:25:51 GMT

Good Afternoon, I am experiencing issues connecting to my VPN, my work IT have looked at and said everything is fine, and looks like it may be a firmware issue with my router which is sagemcomfast5364, could you please assist so I can get this sorted.

Re: VPN

Skynet_TX — Sun, 10 Apr 2022 19:43:32 GMT

Hi @Neilp346,

If you browse to the router login screen at http://192.168.1.1/ what 'version' does it show near the bottom of the screen.

What VPN software are you trying to use (or is it the built in Windows 10/11 VPN).

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: VPN

Neilp346 — Sun, 10 Apr 2022 20:32:26 GMT

Hi The version is FAST5364-3.T8

The VPN question cannot answer as this is set up by work, and IT have checked through another internet provider and it works fine.

Re: VPN

Skynet_TX — Sun, 10 Apr 2022 21:51:59 GMT

The version should start with 'SG4K', for example SG4K100130

Re: VPN

Debbie-TalkTalk — Mon, 11 Apr 2022 07:43:04 GMT

Hi Neilp346

Apologies for this.

I will need to update your router to a different firmware version. When would be the best time for me to do this?

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

Thanks

Debbie

Re: VPN

Neilp346 — Mon, 11 Apr 2022 11:03:20 GMT

Today would be fine if possible

Re: VPN

Debbie-TalkTalk — Mon, 11 Apr 2022 11:14:28 GMT

Hi Neilp346

Thank you 🙂

Your router FW has now been updated, please can you retest and let us know how the connection compares?

Thanks

Debbie

Re: VPN

Neilp346 — Mon, 11 Apr 2022 11:23:07 GMT

Hi Debbie

My VPN is now working, thank you very much for your help today.

Re: VPN

Debbie-TalkTalk — Mon, 11 Apr 2022 11:24:57 GMT

Hi Neilp346

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

Debbie