topic Re: VPN stopped working. in Broadband

VPN stopped working.

MattCyg — Fri, 03 Jun 2022 14:39:28 GMT

About couple of weeks, a go my work VPN stoped working. My company IT have checked all they can over there end and mine. I can connect using a different network, been in touch with TalkTalk support twice over this case with no success. Please can anyone help?

Thanks Matt

Re: VPN stopped working.

KeithFrench — Fri, 03 Jun 2022 14:40:36 GMT

Are you using the Sagemcom router with firmware V136 on it?

Re: VPN stopped working.

MattCyg — Fri, 03 Jun 2022 15:05:46 GMT

Hi Keith yes router is Sagemcom but not sure where to find firmware version. I think its SG4K100136.

Re: VPN stopped working.

Skynet_TX — Fri, 03 Jun 2022 18:24:11 GMT

Hi @MattCyg,

Firmware SG4K100136 is quite new and has only recently been pushed out to the Sagemcom router, several customers have found that is has caused issues with their VPN connection, so it is likely this is what has happened for you too. The support team here will be back on Monday and will likely be able to fix this by changing the firmware version on your router.

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 stopped working.

Debbie-TalkTalk — Mon, 06 Jun 2022 06:44:34 GMT

Hi MattCyg

Will it be ok if I start the FW update in the next 15 minutes?

We advise to leave the router switched on without being rebooted whilst we update the firmware.

Thanks

Re: VPN stopped working.

MattCyg — Mon, 06 Jun 2022 06:46:02 GMT

Hi Debbie.

Yes please , that would be great.

Re: VPN stopped working.

Debbie-TalkTalk — Mon, 06 Jun 2022 06:47:37 GMT

Hi Matt

Thank you 🙂 I will start the update now and I will post back as soon as this has been completed.

Debbie

Re: VPN stopped working.

Debbie-TalkTalk — Mon, 06 Jun 2022 06:53:45 GMT

Hi Matt

All updated, please can you retest?

Thanks

Re: VPN stopped working.

MattCyg — Mon, 06 Jun 2022 06:57:46 GMT

Hi Debbie.

I`m at work till the afternoon, will reset and test this afternoon and feed back if that's ok?

Thanks Matt

Re: VPN stopped working.

Debbie-TalkTalk — Mon, 06 Jun 2022 06:58:55 GMT

Hi Matt

Yes of course, please let us know how you get on.

Debbie 🙂

Re: VPN stopped working.

MattCyg — Mon, 06 Jun 2022 17:00:40 GMT

Debbie, you are a STAR. You can`t imagine how much of a help this is for me.

If I can rate your help somehow please point me in the right direction.

Thank you again

Matt

Re: VPN stopped working.

Debbie-TalkTalk — Tue, 07 Jun 2022 05:43:03 GMT

Hi Matt

I'm so glad to hear that this is working 🙂

Thank you for your kind words and I'm sorry for the issues you experienced when reporting this issue.

If you do experience any further issues then please let us know here on the Community.

Debbie

Re: VPN stopped working.

Debbie-TalkTalk — Tue, 07 Jun 2022 07:49:14 GMT

Hi Matt

I've just sent you a Private Message 🙂

Thanks