topic Re: VPN Connection not working #2 in Broadband

VPN Connection not working #2

TengahMR — Mon, 09 May 2022 15:26:40 GMT

***Posting this again as no reply to original post***

Hello,

VPN's seem to be an issue with talktalk having read other posts on the subject recently on these forums. Mine no longer works and I cannot connect to the office when working at home. I've had my IT dept look into it and they've said the following:

"L2TP vpn is no longer working from hope but does from any other network connection, and can the please unblock vpns so you can work".

Could you help me please?

Re: VPN Connection not working #2

Skynet_TX — Tue, 10 May 2022 18:47:24 GMT

Hi @TengahMR,

If you have the Sagemcom Wi-Fi Hub then this will probably have been caused by the firmware upgrading to a new version.

What VPN software do you use, or is it the built in Windows 10/11 VPN ?

The support team here will be able to help, if you do have the Sagemcom they will probably be able to fix it by changing some router settings, they will hopefully be able to reply tomorrow.

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: VPN Connection not working #2

Debbie-TalkTalk — Wed, 11 May 2022 06:09:26 GMT

Hi TengahMR

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

Thanks

Debbie

Re: VPN Connection not working #2

TengahMR — Wed, 11 May 2022 06:50:21 GMT

Hi there, thanks for replying. I've added my landline telephone number now to my profile so you can take a look at this for me.

I have the router that talk talk sent to me.

Re: VPN Connection not working #2

Debbie-TalkTalk — Wed, 11 May 2022 07:14:26 GMT

Hi TengahMR

Thank you. I can't connect to your router.

Could you factory reset the router for me using the pin hole reset for ten seconds?

Re: VPN Connection not working #2

TengahMR — Wed, 11 May 2022 07:16:39 GMT

Thanks for replying Debbie. I'm not able to do that until this evening. I will do a factory reset when I return home and then let you know on here once it has been done.

Re: VPN Connection not working #2

Debbie-TalkTalk — Wed, 11 May 2022 07:19:25 GMT

Hi TengahMR

Thank you. Please can you also leave the router switched on overnight, If I'm not online when you get home then I can check and update the firmware first thing tomorrow morning.

Debbie

Re: VPN Connection not working #2

TengahMR — Wed, 11 May 2022 07:20:52 GMT

Hi Debbie, will do.

We recently had fibre installed. No idea if that has anything to do with not being able to connect to the router?

Many thanks.

Re: VPN Connection not working #2

Debbie-TalkTalk — Wed, 11 May 2022 07:24:36 GMT

Hi TengahMR

No this shouldn't affect it. Please post back here to let us know once the router has been reset.

Thanks again.

Debbie

Re: VPN Connection not working #2

TengahMR — Thu, 12 May 2022 06:55:01 GMT

Good morning. Router was reset last night as requested.

Re: VPN Connection not working #2

Debbie-TalkTalk — Thu, 12 May 2022 07:09:31 GMT

Hi TengahMR

Apologies, I'm still unable to connect to your router.

Do you have anything else connected except the TT router?

Re: VPN Connection not working #2

TengahMR — Thu, 12 May 2022 07:17:57 GMT

Hi Debbie, the TT router is connected to the TV, Hive and the XBOX via ethernet cables. Do these need to be removed in order for you to connect to it?

Re: VPN Connection not working #2

Debbie-TalkTalk — Thu, 12 May 2022 07:21:59 GMT

Hi TengahMR

You don't have 2 routers connected?

Could you send me a Private Message with the serial number from the back of the router?

Have you switched TR069 off in the router settings?

Re: VPN Connection not working #2

TengahMR — Thu, 12 May 2022 07:26:47 GMT

Hi Debbie,

Ah yes, we have another router from the TT router which provides connectivity to another part of the house where the TT router doesn't reach. This is connected via ethernet to the TT router. Do you want me to disconnect this?

I will send you a private message with the router serial number when I am home this evening.

Have you switched TR069 off in the router settings? I don't even know what this means.

Re: VPN Connection not working #2

Debbie-TalkTalk — Thu, 12 May 2022 07:32:07 GMT

Hi TengahMR

Ahh ok. Please can you just have the 1 router connected while I check the firmware?

Thanks

Re: VPN Connection not working #2

TengahMR — Thu, 12 May 2022 07:54:53 GMT

Hi Debbie, I will let you know once router#2 has been disconnected.

Re: VPN Connection not working #2

Anonymous — Thu, 12 May 2022 07:58:48 GMT

Hello,

Ok, great thank you.

Thanks

Re: VPN Connection not working #2

TengahMR — Fri, 13 May 2022 07:16:02 GMT

Router#2 was disconnected this morning ready for you to update the firmware on the TT router. Thanks in advance.

Re: VPN Connection not working #2

Debbie-TalkTalk — Fri, 13 May 2022 07:59:49 GMT

Hi TengahMR

I'm really sorry but I still can't connect to your router. Did you make a note of the serial number to send me in a Private Message?

Re: VPN Connection not working #2

TengahMR — Fri, 13 May 2022 08:33:47 GMT

Private message sent