topic Work VPN stopper working - unable to connect in Broadband

Work VPN stopper working - unable to connect

chris_m — Wed, 27 Apr 2022 15:20:31 GMT

I can no longer connect to my work VPN.

My login details have been tested externally and they work fine.

I have tried connecting to it on two separate computers to see if it could be hardware related but they both return the same result.

I have also tried two different VPN connection settings, each failing to connect:

"A connection to the remote computer could not be established, so the port used for this connection was closed"

The remote connection was not made because the attempted VPN tunnels failed. The VPN server might be unreachable..."

Everyone else is within the company is connecting fine so it appears to be router related. Any ideas??

Re: Work VPN stopper working - unable to connect

Skynet_TX — Wed, 27 Apr 2022 18:44:14 GMT

Hi @chris_m,

What model of router do you have ?, if you have the Sagemcom Wi-Fi Hub then it is likely a firmware upgrade to your router has caused this. The support team here would be able to update some router settings to fix the issue.

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: Work VPN stopper working - unable to connect

Debbie-TalkTalk — Thu, 28 Apr 2022 05:19:15 GMT

Hi chris_m

Please can you add your name and TalkTalk landline number to your Community Profile, I can then take a look at this for you.

Thanks

Debbie

Re: Work VPN stopper working - unable to connect

chris_m — Thu, 28 Apr 2022 07:35:38 GMT

Thanks for your replies - I've just added my details to my profile. I'm not 100% sure on the router model as I can't see it anywhere but googling it looks like it's a Sagemcom Wi-Fi Hub.

Thanks for your help!

Re: Work VPN stopper working - unable to connect

Debbie-TalkTalk — Thu, 28 Apr 2022 07:52:04 GMT

Hi chris_m

Thank you.

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

We advise to leave the router switched on without being rebooted whilst we update the FW. The update usually takes no longer than 15 minutes.

Thanks

Debbie

Re: Work VPN stopper working - unable to connect

chris_m — Thu, 28 Apr 2022 08:04:43 GMT

Thanks Debbie. Update it when you're ready!

Re: Work VPN stopper working - unable to connect

Debbie-TalkTalk — Thu, 28 Apr 2022 08:15:39 GMT

Hi chris_m

Thank you. All updated 🙂

Please can you retest and let us know how the connection compares.

Debbie

Re: Work VPN stopper working - unable to connect

chris_m — Thu, 28 Apr 2022 08:19:35 GMT

Magic! It's connecting fine. Thanks very much for your help!

Re: Work VPN stopper working - unable to connect

Debbie-TalkTalk — Thu, 28 Apr 2022 08:22:36 GMT

Hi chris_m

That's great news 🙂

Debbie