topic VPN not connecting using PPTP in Broadband

VPN not connecting using PPTP

clive108 — Wed, 04 May 2022 23:19:47 GMT

Hi there,

I have been working from home and connecting to my work VPN for over a year now, however when attempting to connect this morning it would keep failing when it got to the verifying username and password stage. After talking to my colleague there was no sign of me even reaching the VPN server in the logs. I eventually got it working by switching to use L2TP.

I since found after a quick search that this has been caused by a router update and reported here (https://community.talktalk.co.uk/t5/Fibre/PPTP-VPN-stopped-working-overnight/td-p/2880975) as well as other posts too. I am connecting via Win 10 built-in VPN settings.

My router is using the following:

Hardware Version: FAST5364 3.00
Software Version: SG4K100136
GUI Version: 5.6.1

Can this be fixed on my router please?

Thank you

Re: VPN not connecting using PPTP

Debbie-TalkTalk — Thu, 05 May 2022 05:37:04 GMT

Hi Clive

I'm really sorry to hear this.

I will need to make a change to your router 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. This should take no longer than 15 minutes to update.

Thanks

Re: VPN not connecting using PPTP

clive108 — Thu, 05 May 2022 07:41:58 GMT

Hi Debbie,

Thanks for your reply. If this could be updated after 5pm that would be great as I will be using it during work hours and I expect the internet will be unavailaible during this time that the update is applied?

Many thanks

Re: VPN not connecting using PPTP

Debbie-TalkTalk — Thu, 05 May 2022 07:44:08 GMT

Hi Clive

Would it be ok if I did the update tomorrow morning 06:30 am?

Re: VPN not connecting using PPTP

clive108 — Thu, 05 May 2022 07:45:45 GMT

Hi Debbie,

Yes that would be fine thank you.

Re: VPN not connecting using PPTP

Debbie-TalkTalk — Thu, 05 May 2022 07:52:11 GMT

HI Clive

Great thank you 🙂

I will post back on this thread to confirm once the update has been completed.

Debbie

Re: VPN not connecting using PPTP

Debbie-TalkTalk — Fri, 06 May 2022 05:54:27 GMT

Morning Clive

The firmware has been updated, please can you retest and let us know how you get on.

Thanks

Debbie

Re: VPN not connecting using PPTP

clive108 — Fri, 06 May 2022 08:26:17 GMT

Hi Debbie,

All seems to be working again. The VPN connected straight away this morning.

Many Thanks

Re: VPN not connecting using PPTP

Debbie-TalkTalk — Fri, 06 May 2022 08:36:15 GMT

Hi Clive

I'm so glad to hear this 🙂

Please let us know if you do experience any further issues.

Thanks

Debbie

Re: VPN not connecting using PPTP

Samantha1971 — Sun, 12 Jun 2022 06:32:00 GMT

Hello I'm having the same problems.. can you help me please..

this is the information my IT department gave me:

Your router:

Sagemcom Router – FAST 5364-3.T8

Issue:

Your VPN will not connect to your workplace.

Details:

The VPN is a standard windows 10 PPTP connection.

Re: VPN not connecting using PPTP

AllyM — Mon, 13 Jun 2022 05:13:25 GMT

@Samantha1971 ,

I'm sure staff will be happy to help if you start your own topic and update your forum profile with your personal details and your TalkTalk landline number.

Re: VPN not connecting using PPTP

Debbie-TalkTalk — Mon, 13 Jun 2022 06:15:25 GMT

Hi @Samantha1971

Please can you create your own topic on the Community, I can then take a look at this for you.

Thanks

Debbie

Re: VPN not connecting using PPTP

David1960 — Thu, 23 Jun 2022 10:13:52 GMT

how do i create a new topic?

Re: VPN not connecting using PPTP

Debbie-TalkTalk — Thu, 23 Jun 2022 10:15:31 GMT

HI @David1960

Please click here and then click on the start a topic button in blue.

Thanks