topic Re: VPN working from home in Broadband

VPN working from home

Haylzx — Mon, 16 May 2022 14:47:57 GMT

I am having issues connecting to the VPN to work from home. I have read other forums and been told its due to my router and i need a new one please help. I have tried live chat but this did not help at all.

Re: VPN working from home

fr8ys — Mon, 16 May 2022 16:07:52 GMT

Hi,

I have removed your duplicate post to avoid confusion.

You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
Please post back when done.
Thank you

Re: VPN working from home

Haylzx — Mon, 16 May 2022 16:27:26 GMT

Thank you very much for your response. I have updated all details and look forward to a response.

Re: VPN working from home

Debbie-TalkTalk — Tue, 17 May 2022 06:12:22 GMT

Hi Haylzx

Apologies for this.

I'm trying to update your router firmware. Is your router switched on at the moment?

Thanks

Debbie

Re: VPN working from home

Haylzx — Tue, 17 May 2022 13:06:00 GMT

Hello Debbie,

my router has been on yes it doesn’t seem to be working now? I am using mobile data at home as the router is not working. Sorry for late reply i work nights.

Re: VPN working from home

Debbie-TalkTalk — Tue, 17 May 2022 13:07:14 GMT

Hi Haylzx

Apologies for this.

Are you happy for me to send a replacement router?

Re: VPN working from home

Haylzx — Tue, 17 May 2022 13:57:34 GMT

Yes please Debbie.
will my internet not work until this is received now?

Re: VPN working from home

Chris-TalkTalk — Tue, 17 May 2022 14:23:52 GMT

Hi Haylzx,

I've ordered a replacement router, it should be with you within a couple of working days

Chris

Re: VPN working from home

Haylzx — Tue, 17 May 2022 14:51:46 GMT

Thankyou Chris, I'm assuming this will resolve my issues with the VPN also?

Re: VPN working from home

Debbie-TalkTalk — Wed, 18 May 2022 04:56:18 GMT

Hi Haylzx

Yes please let us know once the new router is connected and we will check the firmware.

Thanks

Debbie

Re: VPN working from home

Haylzx — Wed, 18 May 2022 12:09:42 GMT

Hello the new router has arrived and is all set up but still having issues connecting to the VPN. Please help but also please don’t make it so I can’t use the internet here? Many thanks

Re: VPN working from home

Karl-TalkTalk — Wed, 18 May 2022 12:12:23 GMT

I can make a change to the router, but it will knock you offline for about 10 minutes, when would you like me to do this ?

Thanks

Karl.

Re: VPN working from home

Haylzx — Wed, 18 May 2022 12:25:26 GMT

Hi Karl,

now is ok as long as it is only 10 minutes.

Re: VPN working from home

Karl-TalkTalk — Wed, 18 May 2022 12:39:43 GMT

Sorry, having an issue pushing the update at the moment. There is an older Hub still listed in the database under your customer reference that is preventing me from pushing this. It's not a big issue, just that I need it removing from our system. I've emailed our device manager to delete the entry in our database so I can go ahead 🙂

Will let you know when it's done.

Thanks

Karl.

Re: VPN working from home

Karl-TalkTalk — Wed, 18 May 2022 13:46:06 GMT

Database updated. Can you power off the router for 30 seconds then back on. This should update the record on our server when it connects.

Thanks

Karl.

Re: VPN working from home

Haylzx — Wed, 18 May 2022 15:17:17 GMT

Hello it still hasnt worked for the vpn I’m getting error code 619

Re: VPN working from home

Debbie-TalkTalk — Thu, 19 May 2022 04:49:04 GMT

Hi Haylzx

Please can you reboot the router and try and connect again?

Thanks

Re: VPN working from home

Haylzx — Thu, 19 May 2022 14:57:42 GMT

Hello Debbie, Just tried and still not working.

Re: VPN working from home

Anonymous — Fri, 20 May 2022 06:17:16 GMT

Morning,

I'm sorry to hear this. Just to confirm, have you ever tested with a Huawei Wifi Hub? If not then I think we should send one to test this.

Thanks

Re: VPN working from home

Haylzx — Fri, 20 May 2022 11:35:02 GMT

Hello Michelle, no i havent tried one of them yet. If i could have one sent that would be great thank you