topic Re: I CANNOT CONNECT TO MY VPN WORKPLACE in Broadband

I CANNOT CONNECT TO MY VPN WORKPLACE

Oliver41 — Sat, 30 Apr 2022 18:25:20 GMT

I cannot connect to my VPN workplace since yesterday morning, looks like the firmware needs to be updated? I was working from home 2 years ago and all ok until yesterday. Very frustrating as I need to work from home next Tuesday!, so I need to get this resolved.

Re: I CANNOT CONNECT TO MY VPN WORKPLACE

Skynet_TX — Sun, 01 May 2022 18:07:05 GMT

Hi @Oliver41,

If you have the Sagemcom Wi-Fi Hub then it is likely an overnight firmware update has caused this issue. What VPN software do you use (or is it the built in Windows 10/11 VPN) ?

The support team here will be back on Tuesday and if it is this issue caused by the firmware update they will be able to fix it by changing some router settings.

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).

Re: I CANNOT CONNECT TO MY VPN WORKPLACE

Debbie-TalkTalk — Mon, 02 May 2022 07:34:13 GMT

Hi Oliver41

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

Thanks

Debbie

Re: I CANNOT CONNECT TO MY VPN WORKPLACE

Oliver41 — Mon, 02 May 2022 08:56:24 GMT

Hello, yes It is a Sagemcom Wi-Fi Hub. I have also updated my profile. If you could please have a look as I need to work tomorrow from home. Thanks.

Re: I CANNOT CONNECT TO MY VPN WORKPLACE

Debbie-TalkTalk — Mon, 02 May 2022 09:03:59 GMT

Hi Oliver41

Thank you.

I will need to make a change to your router firmware, will it be ok if I do this this morning?

We advise to leave the router switched on without being rebooted whilst we update the FW. This should take no longer than 15 minutes to update.

Thanks

Re: I CANNOT CONNECT TO MY VPN WORKPLACE

Oliver41 — Mon, 02 May 2022 10:02:33 GMT

Yes please proceed with the firmware update!

Re: I CANNOT CONNECT TO MY VPN WORKPLACE

Oliver41 — Mon, 02 May 2022 10:03:48 GMT

Let me know please when the update starts

Re: I CANNOT CONNECT TO MY VPN WORKPLACE

Debbie-TalkTalk — Mon, 02 May 2022 10:06:24 GMT

Hi Oliver41

Starting the update now, I will post back to confirm once completed

Thanks

Re: I CANNOT CONNECT TO MY VPN WORKPLACE

Debbie-TalkTalk — Mon, 02 May 2022 10:09:39 GMT

Hi Oliver41

The firmware has now updated, please can you retest and let us know how the connection compares.

Thanks

Debbie

Re: I CANNOT CONNECT TO MY VPN WORKPLACE

Oliver41 — Mon, 02 May 2022 10:23:56 GMT

All up and running. Thanks a lot!

When I rang the customer services, they probably did not know about the firmware update, so they to resolve the issue the just sent me another router, which is on its way now I believe. Should I keep the new one?

Re: I CANNOT CONNECT TO MY VPN WORKPLACE

Debbie-TalkTalk — Mon, 02 May 2022 10:30:17 GMT

Hi Oliver41

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

I would advise keeping your current router as this has the correct firmware now (that resolves the VPN issue)

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

Thanks

Debbie