topic Re: VPN Connection Issues in Broadband

VPN Connection Issues

michaelpettifer — Tue, 03 May 2022 18:53:08 GMT

I have VPN connection issues. This was not a problem until end of last week.

I have checked with my IT team and there is no problem with VPN connection. I have been able to connect to the VPN via a sky broadband connection at a neighbours house.

I have tried the hard reset (pin hole) button but this has not worked.

Re: VPN Connection Issues

Skynet_TX — Tue, 03 May 2022 19:09:22 GMT

Hi @michaelpettifer,

If you have the Sagemcom Wi-Fi Hub then it is likely that a firmware update to the router has caused this issue.

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

If you do have the Sagemcom then the support team here will probably be able to fix it by making a change to your 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).

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

Re: VPN Connection Issues

michaelpettifer — Tue, 03 May 2022 19:19:41 GMT

Thank you for helping. Yes I am trying to use the Windows VPN.

I have a Sagemcom router.
Details updated as requested

Re: VPN Connection Issues

Anonymous — Wed, 04 May 2022 06:20:06 GMT

Morning,

We can make a change to the firmware. When will be the best time to do this for you as this will take around 20 minutes to complete and the router cannot be rebooted during this time?

Thanks

Re: VPN Connection Issues

michaelpettifer — Wed, 04 May 2022 06:33:42 GMT

If this could be done that would be great.

Re: VPN Connection Issues

Chris-TalkTalk — Wed, 04 May 2022 06:45:01 GMT

Is it OK to do it now?

Chris

Re: VPN Connection Issues

michaelpettifer — Wed, 04 May 2022 06:47:23 GMT

Yes please do it now

Re: VPN Connection Issues

Chris-TalkTalk — Wed, 04 May 2022 06:48:51 GMT

OK, I'll do it now, as Michelle said, it will take about 20 minutes to complete, please don't reboot your router

Chris

Re: VPN Connection Issues

Chris-TalkTalk — Wed, 04 May 2022 06:53:00 GMT

OK I've started the firmware update process.

Chris