topic Re: VPN connection issues in Broadband

VPN connection issues

morgano — Thu, 16 Jun 2022 10:18:28 GMT

Hi,

I am having problems connecting to my workplace VPN.

I see other users are having this issue and it is fixed by a Router firmware upgrade.

I am currently on firmware SG4K100136.

The VPN error message is: "The VPN connection between your computer and the VPN server could not be completed. The most common cause for this failure is that at least one Internet device (for example, a firewall or a router) between your computer and the VPN server is not configured to allow Generic Routing Encapsulation (GRE) protocol packets. If the problem exists, contact your network administrator or Internet Service Provider".

Thanks

Re: VPN connection issues

Debbie-TalkTalk — Thu, 16 Jun 2022 10:22:39 GMT

Hi morgano

I need to make a change to your router firmware. Will it be ok if I do this now or at some point this morning?

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: VPN connection issues

morgano — Thu, 16 Jun 2022 10:25:44 GMT

Hi Debbie,

You can go ahead now thanks!

Re: VPN connection issues

Debbie-TalkTalk — Thu, 16 Jun 2022 10:40:45 GMT

Hi morgano

Thank you. The firmware has now been updated, please can you retest?

Re: VPN connection issues

morgano — Thu, 16 Jun 2022 10:56:24 GMT

Debbie,

All OK now - thanks for sorting it out so quickly.

Re: VPN connection issues

Debbie-TalkTalk — Thu, 16 Jun 2022 12:31:21 GMT

Hi morgano

I'm so glad to hear this 🙂

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

Thanks

Debbie