topic Re: Unable to connect to vpn in Broadband

Unable to connect to vpn

Horsey_chick — Sat, 11 Jun 2022 16:49:48 GMT

I am unable to connect to my work VPN and my IT department have confirmed the issue is with talktalk. Having chatted to numerous help agents, noone has been able to fix it! I need to be able to work from home so about to switch Internet providers. Is there any way of fixing this before I do?

Re: Unable to connect to vpn

martswain — Sat, 11 Jun 2022 16:47:25 GMT

@Horsey_chick best of luck with your new ISP !

Re: Unable to connect to vpn

Horsey_chick — Sat, 11 Jun 2022 16:51:41 GMT

Hi I have edited my post to say that I would like to resolve the problem if possible so that I don't have to switch. Are you able to help at all?

Re: Unable to connect to vpn

ferguson — Sat, 11 Jun 2022 16:53:29 GMT

@Horsey_chick It could be an issue with your router, which make/model/firmware version do you have?

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk landline number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond, but bear in mind it won't be until Monday at the earliest.

Re: Unable to connect to vpn

Debbie-TalkTalk — Mon, 13 Jun 2022 06:05:14 GMT

Hi Horsey_chick

Apologies for this.

I will need to make a change to your router firmware, when would be the best time to do this?

We advise to leave the router switched on without being rebooted whilst we update the FW. This should take no longer than 15 minutes to update.

Thanks

Re: Unable to connect to vpn

Horsey_chick — Mon, 13 Jun 2022 05:54:10 GMT

Thanks Debbie, that would be great. I can reboot this afternoon around 4:45 or any time tomorrow.

Re: Unable to connect to vpn

Debbie-TalkTalk — Mon, 13 Jun 2022 05:58:31 GMT

Hi Horsey_chick

Thanks for your reply.

You don't need to reboot the router. I can update the FW for you anytime.

Are you using the connection at the moment (for work)

Re: Unable to connect to vpn

Horsey_chick — Mon, 13 Jun 2022 06:32:07 GMT

@Debbie-TalkTalk yes please update it as soon as you are able to. I'm not using it for work at the moment. Thanks

Re: Unable to connect to vpn

Debbie-TalkTalk — Mon, 13 Jun 2022 06:39:41 GMT

Hi Horsey_chick

Ok I will start the update now and post back as soon as it's completed.

Debbie

Re: Unable to connect to vpn

Debbie-TalkTalk — Mon, 13 Jun 2022 06:47:18 GMT

Hi Horsey_chick

All updated. Please can you retest and let us know how you get on?

Thanks

Debbie 🙂

Re: Unable to connect to vpn

Horsey_chick — Mon, 13 Jun 2022 06:57:39 GMT

@Debbie-TalkTalk it has worked 🙂 thanks so much.

Re: Unable to connect to vpn

Debbie-TalkTalk — Mon, 13 Jun 2022 07:10:42 GMT

Hi Horsey_chick

I'm so glad to hear this 🙂

I have also sent you a Private Message with a short survey.

Thanks