topic New Fibre 65 VPN Not Working in Broadband

New Fibre 65 VPN Not Working

craggychris — Wed, 04 May 2022 17:29:48 GMT

New Fibre 65 installed today (04/05/22) VPN Not Working.

I was looking forward to my new fast broadband, especially a faster connection to the office Via and existing PPTP VPN set up, but it doesn't now connect

It looks like this is an issue with many people and given that many are continuing to work from home and will like many have a different working arrangement from now on, this is an issue the TT need to sort out quickly.

I looks like there are some customer service agents particularly @Debbie-TalkTalk that actually help and manually upload new firmware to the router that solves the problem, if there is a solution why not roll it out?

If @Debbie-TalkTalk reads this please update my router

Re: New Fibre 65 VPN Not Working

Skynet_TX — Wed, 04 May 2022 19:04:00 GMT

Hi @craggychris,

What model of router do you have ?

What version of firmware is it currently running (this may be shown towards the bottom of the router login screen at http://192.168.1.1/) ?

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: New Fibre 65 VPN Not Working

craggychris — Wed, 04 May 2022 19:22:23 GMT

See attached screenshot..

Yes built into windows, was fine until the changeover to TT today

It's a know issue apparently

Re: New Fibre 65 VPN Not Working

Skynet_TX — Wed, 04 May 2022 19:42:24 GMT

Yep, there have been issues with that version of firmware and VPN access, the support team here will hopefully be able to sort this out for you tomorrow as long as you complete your community profile as mentioned in my first reply.

Re: New Fibre 65 VPN Not Working

Debbie-TalkTalk — Thu, 05 May 2022 05:27:10 GMT

Hi craggychris

Apologies for this.

I have made a change to your router firmware, please can you retest and let us know how the connection compares?

Thanks

Debbie

Re: New Fibre 65 VPN Not Working

craggychris — Thu, 05 May 2022 08:11:45 GMT

@Debbie-TalkTalk sadly it still doesn't connect, this is a real issue for me now and could make me cancel my contract if not resolved

Re: New Fibre 65 VPN Not Working

Debbie-TalkTalk — Thu, 05 May 2022 08:13:24 GMT

Hi craggychris

Please can you try factory resetting the router using the pin hole reset for ten seconds?

Thanks

Re: New Fibre 65 VPN Not Working

craggychris — Thu, 05 May 2022 16:27:24 GMT

Done a factory Reset, still not working.

LISTS AS version SG4K100130

Re: New Fibre 65 VPN Not Working

craggychris — Thu, 05 May 2022 16:36:22 GMT

Just checked and the version number hasn't changed should it have?

Re: New Fibre 65 VPN Not Working

Chris-TalkTalk — Fri, 06 May 2022 06:10:08 GMT

Hi craggychris,

Could you add your TalkTalk landline telephone number to your community profile and we'll take a look at this for you

Chris

Re: New Fibre 65 VPN Not Working

craggychris — Fri, 06 May 2022 08:33:04 GMT

I don't have a TalkTalk landline I signed up to fibre 65 only, if you looked at my contract you would see that. Why would you need a landline number anyway, is a router issue, a known router issue. I have now potentially lost two days work because my new connection wont allow me to do what may old one did, are TalkTalk going to reimburse me for that??

Re: New Fibre 65 VPN Not Working

craggychris — Fri, 06 May 2022 08:35:08 GMT

Re: New Fibre 65 VPN Not Working

Skynet_TX — Fri, 06 May 2022 08:41:01 GMT

If you have Fibre 65 down a regular copper phone line then you will have a phone number (even if you don't use a phone), it will be shown at the top of the screen when you log into 'my account'. The team here use the phone number as a simple way to identify your account.

Re: New Fibre 65 VPN Not Working

craggychris — Fri, 06 May 2022 08:47:00 GMT

I dont have a talktalk telephone! its fibre to the house"!!!!

Re: New Fibre 65 VPN Not Working

Chris-TalkTalk — Fri, 06 May 2022 09:00:27 GMT

If you have our Future Fibre service could you please add your order number or account number to the private notes section of your community profile

Thanks

Chris

Re: New Fibre 65 VPN Not Working

craggychris — Fri, 06 May 2022 09:08:06 GMT

Added!

Re: New Fibre 65 VPN Not Working

Chris-TalkTalk — Fri, 06 May 2022 09:18:31 GMT

Thanks, is it OK to update your firmware now, it will take up to 20 minutes to complete

Chris

Re: New Fibre 65 VPN Not Working

craggychris — Fri, 06 May 2022 09:19:44 GMT

Yes but i thought this had already been done by @Debbie-TalkTalk

Re: New Fibre 65 VPN Not Working

Chris-TalkTalk — Fri, 06 May 2022 09:23:31 GMT

It looks as though the firmware update didn't complete, still showing on the previous firmware. I'll start the update now, please don't switch off your router

Chris

Re: New Fibre 65 VPN Not Working

craggychris — Fri, 06 May 2022 09:24:07 GMT

Great!! Ok do the update