topic Re: Can't connect to VPN in Broadband

Can't connect to VPN

maryakp — Thu, 09 Jun 2022 08:24:47 GMT

I have been unable to connect to my VPN again. This is the second time it is happening in quick successions.

I have been in contact with my IT department and have been informed again (as before) that TalkTalk seems to be blocking the connection (or changed the connection port).

Could you kindly fix this problem?

Device Version Name: FAST 5364-3.T8

Kind Regards

Re: Can't connect to VPN

Debbie-TalkTalk — Thu, 09 Jun 2022 08:41:15 GMT

Hi maryakp

I've checked and your router has the correct firmware version.

Have you rebooted the router?

Re: Can't connect to VPN

maryakp — Thu, 09 Jun 2022 08:45:14 GMT

Hi,

Going to reboot the router now and get back to you

Re: Can't connect to VPN

Debbie-TalkTalk — Thu, 09 Jun 2022 08:46:14 GMT

Hi maryakp

Thank you, please let us know how you get on.

Debbie

Re: Can't connect to VPN

maryakp — Thu, 09 Jun 2022 08:53:18 GMT

Hi,

Just finished rebooting the router. I still have the same error message when I try connecting to the VPN

Re: Can't connect to VPN

Debbie-TalkTalk — Thu, 09 Jun 2022 08:56:45 GMT

Hi maryakp

Could you try a factory reset for me please? (pin hole reset for ten seconds)

Your router firmware is the correct one with the VPN fix so I'm not sure why you are unable to connect.

Thanks

Re: Can't connect to VPN

maryakp — Thu, 09 Jun 2022 08:58:36 GMT

Let me try it again. Will update you when completed.

Re: Can't connect to VPN

maryakp — Thu, 09 Jun 2022 09:06:59 GMT

Hi Debbie,

Unfortunately I am still having same error

Re: Can't connect to VPN

Debbie-TalkTalk — Thu, 09 Jun 2022 09:15:42 GMT

Hi maryakp

Was your VPN client previously working ok with this router and firmware version?

The only other option now would be to send you a different make and model of router.

Re: Can't connect to VPN

maryakp — Thu, 09 Jun 2022 09:18:27 GMT

It was previously working. Up until yesterday. But when my Internet connection went off, it prompted me to reset the network settings. Every since then, I have been unable to connect to the VPN. I suspect now that the network reset might have affected the connection. Is there anyway of confirming this from your end?

Re: Can't connect to VPN

Debbie-TalkTalk — Thu, 09 Jun 2022 09:21:15 GMT

Hi maryakp

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

Re: Can't connect to VPN

maryakp — Thu, 09 Jun 2022 09:25:57 GMT

Hi Debbie,

Unfortunately, i have been unable to send you a private message. Is there anywhere else i can enter the SN?

Re: Can't connect to VPN

Debbie-TalkTalk — Thu, 09 Jun 2022 09:29:55 GMT

Hi maryakp

Sorry I'm just sorting your PM access now, I wont be too long.

Debbie

Re: Can't connect to VPN

maryakp — Thu, 09 Jun 2022 09:36:17 GMT

Sent

Re: Can't connect to VPN

Debbie-TalkTalk — Thu, 09 Jun 2022 09:38:02 GMT

Hi maryakp

Thanks for the Private Message. I've checked again and everything looks ok.

Have the firewall settings changed in the router?

Re: Can't connect to VPN

maryakp — Thu, 09 Jun 2022 09:43:48 GMT

Hi Debbie,

I am unsure if the firewall setting has changed. I have just been on the phone again to my IT department to tell them that from your side everything seems to be OK. I want them to check again to ensure that the problem isnt from their side before we consider router change. I will let you know once i hear back from them.

Re: Can't connect to VPN

Debbie-TalkTalk — Thu, 09 Jun 2022 09:47:40 GMT

Hi maryakp

Ok, please let us know how you get on.

Thanks