topic Unable to access Direct Access in Broadband

Unable to access Direct Access

LB1982 — Wed, 15 Jun 2022 15:08:03 GMT

Hi there

I am a Talktalk customer and have been unable to access the DirectAcess service all day. I have been told by our IT department that all employees who work from home and are customers of Talktalk (amoutning to over 50 employees) have the same issue due to a firmware update that was completed and it has knocked out our ability to connect to the network.

I am based in Cardiff South Wales.

Please can this be looked in to

Re: Unable to access Direct Access

Skynet_TX — Wed, 15 Jun 2022 19:40:35 GMT

Hi @LB1982,

If you have the Sagemcom Wi-Fi Hub then this will probably have been caused by the firmware upgrading to a new version.

The support team here will be able to help, if you do have the Sagemcom they will probably be able to fix it by changing some router settings or changing the firmware, they will hopefully be able to reply tomorrow.

Re: Unable to access Direct Access

Debbie-TalkTalk — Thu, 16 Jun 2022 05:09:03 GMT

Hi LB1982

I've made a change to your router firmware, please can you retest?

Thanks

Debbie

Re: Unable to access Direct Access

LB1982 — Thu, 16 Jun 2022 12:16:17 GMT

this is now resolved. Thank you so much. I am trying to support my colleague to do this now but for some reason the site isn't allowing people to register. Is there an email address I can pass to her for her to use please?

thanks again it's really appreciated

Re: Unable to access Direct Access

Debbie-TalkTalk — Thu, 16 Jun 2022 12:23:30 GMT

Hi LB1982

I'm so glad to hear that this is now working.

What happens when your colleague tries to register on the Community?

Re: Unable to access Direct Access

LB1982 — Thu, 16 Jun 2022 13:05:55 GMT

Hiya

Ah I think she has sorted it now and put a post on which should look very similar to mine 🙂

Thanks for your help

Re: Unable to access Direct Access

Debbie-TalkTalk — Thu, 16 Jun 2022 13:08:25 GMT

Hi LB1982

Great thank you, I will keep an eye out for this post.

I've also sent you a Private Message with a short survey.

Thanks again.

Debbie