topic Re: VPN help in Broadband

VPN help

Charlotte5775 — Fri, 20 May 2022 08:23:03 GMT

Hello, this is a final attempt at finding help from talk talk regards my VPN issues. My VPN has always worked fine - around 3 weeks ago it suddenly stopped. I have internet connection and my VPN works elsewhere just not at home. After many lengthy conversations, Talk Talk reluctantly sent me a new router which has made no difference. I have lost 3 weeks worth of hours as I work from home and am now in desperate need of assistance. Our IT department at work have exhausted all options and as my VPN connects everywhere BUT at my home, it has to be an issue with Talk Talk. PLEASE HELP!

Re: VPN help

Chris-TalkTalk — Fri, 20 May 2022 08:45:29 GMT

Hi Charlotte,

I'm sorry to hear that you're experiencing problems with your VPN, can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: VPN help

Charlotte5775 — Fri, 20 May 2022 09:02:53 GMT

Thank you- I would really appreciated some help. It is now updated.

Re: VPN help

Chris-TalkTalk — Fri, 20 May 2022 09:17:56 GMT

Thanks Charlotte but could you also please add your TalkTalk landline telephone number so that we can locate you on our systems

Chris

Re: VPN help

Charlotte5775 — Fri, 20 May 2022 09:35:26 GMT

Done

Re: VPN help

Chris-TalkTalk — Fri, 20 May 2022 09:38:29 GMT

Thanks,

We don't get many customers reporting VPN Issues with the router you currently have, what happens when you try to connect to your VPN, do you get an error message?

Chris

Re: VPN help

Charlotte5775 — Fri, 20 May 2022 09:49:59 GMT

Yes, I get

“A connection to the remote computer could not be established, so the port used for this connection was closed”

Re: VPN help

Chris-TalkTalk — Fri, 20 May 2022 09:53:27 GMT

OK thanks. Could you switch the router off and leave it off for at least 30 minutes then switch back on and retest.

Chris

Re: VPN help

Charlotte5775 — Fri, 20 May 2022 09:54:38 GMT

Yes ok, I was asked to do this last week but will try again now

Re: VPN help

Chris-TalkTalk — Fri, 20 May 2022 09:55:20 GMT

OK thanks

Re: VPN help

Charlotte5775 — Fri, 20 May 2022 10:01:06 GMT

No, the same message is coming up

Re: VPN help

Chris-TalkTalk — Fri, 20 May 2022 10:03:19 GMT

Thanks Charlotte but you need to switch it off for at least 30 minutes

Chris

Re: VPN help

Charlotte5775 — Fri, 20 May 2022 10:05:14 GMT

So sorry- I did 30 seconds. Bear with me

Re: VPN help

Chris-TalkTalk — Fri, 20 May 2022 10:06:56 GMT

No problem, out of interest, did you only switch it off for 30 seconds when you were asked to do this last week?

Re: VPN help

Charlotte5775 — Fri, 20 May 2022 10:50:57 GMT

Hi Chris. I did only do 30 seconds last week yes. I have just turned it back on. It’s been off for for a little more than 30 minutes and the same message is coming up.

Re: VPN help

Chris-TalkTalk — Fri, 20 May 2022 11:09:54 GMT

OK thanks, could you just reboot the device that you're running the VPN on and retest.

Do you still have the other router?

Chris

Re: VPN help

Charlotte5775 — Fri, 20 May 2022 11:20:26 GMT

Rebooted and tested and the same message is appearing. Yes, I still have the new router. They’re both exactly the same model though (not sure if that is important)

Re: VPN help

Chris-TalkTalk — Fri, 20 May 2022 11:23:08 GMT

If you look at the holes in the front of the router are they both just black or is one of them a bronze colour?

Chris

Re: VPN help

Charlotte5775 — Fri, 20 May 2022 11:26:40 GMT

They both have bronze holes

Re: VPN help

Chris-TalkTalk — Fri, 20 May 2022 11:37:29 GMT

That's strange, the one you are using now should have black holes. Could you take a look at the label on the back of the router and let me know what the model number is

Chris