topic Re: My VPN has stopped working sin May 2022 in Broadband

My VPN has stopped working sin May 2022

myerl — Sun, 15 May 2022 13:29:40 GMT

Hi

I have been using the TalkTalk FAST 5362 and as of 5th May 2022, I am unable to VPN into my office. It was working ok until then, and on that day I lost the internet so called TalkTalk who advised me to reset the router, which I did and it all seemed to come back.

However, only the internet is working, but the VPN is not. Since then TalkTalk have sent me another router, but its has the same problem and VPN not working.

The TalkTalk Wi-Fi Hub router details are

Device Ver: FAST 5364-3.T8
Firmware is SG4K100136 and model

I have seen many people has had the same issue and you were able to resolve by updating the firmware.

Please can you do this for my device too

Many Thanks

Re: My VPN has stopped working sin May 2022

KeithFrench — Sun, 15 May 2022 13:47:40 GMT

I have asked one of TalkTalk's support to pick your thread up and sort it for you.

They aim to respond within 48 hours (Monday - Friday), but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk have responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: My VPN has stopped working sin May 2022

Debbie-TalkTalk — Mon, 16 May 2022 06:49:38 GMT

Hi myerl

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: My VPN has stopped working sin May 2022

myerl — Mon, 16 May 2022 08:57:05 GMT

Hi Debbie

Its worked and can now connect on VPN.

Thank you so much for fixing the issue and wonder if you could update on what was done or can let Talk Talk Customer Service know, as they just keep sending out replacement routers but the problem remains with the router if it has the wrong software.

Thanks again for fixing it

Myer

Re: My VPN has stopped working sin May 2022

Karl-TalkTalk — Mon, 16 May 2022 09:05:52 GMT

glad our team was able to help.

Karl