topic Re: Connection error with work VPN in Broadband

Connection error with work VPN

winterwinds — Wed, 15 Jun 2022 18:29:44 GMT

Hello,

I've been working from home using a laptop provided by work. It auto runs a VPN at startup, which had no prior issues.

As of today, around 10am, the VPN got disconnected and would no longer connect. From speaking with three different people within the IT department, whom have similar reports submitted to them, and a length diagnostic and troubleshooting, they concluded that a common denominator is that we are serviced by TalkTalk. Since it's mostly those serviced by TalkTalk, the issue must lie with TalkTalk.

After looking at the Community messages, it seems to be a known issue. Please can you provide assistance.

Much appreciated.

Re: Connection error with work VPN

Debbie-TalkTalk — Thu, 16 Jun 2022 06:09:27 GMT

Hi winterwinds

I'm sorry to hear this. Please can you add your TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Connection error with work VPN

winterwinds — Thu, 16 Jun 2022 06:15:26 GMT

Hi Debbie,

Thanks for the help.

The TalkTalk landline number has been added to the Community Profile.

Much appreciated.

Have a good day.

Re: Connection error with work VPN

Debbie-TalkTalk — Thu, 16 Jun 2022 06:30:11 GMT

Hi winterwinds

Thank you 🙂

I need to make a change to your router firmware, will it be ok if I do this now or sometime 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: Connection error with work VPN

winterwinds — Thu, 16 Jun 2022 06:31:26 GMT

Morning Debbie,

This can be done now.

Hopefully it'll work.

Much appreciated.

Have a good day.

Re: Connection error with work VPN

Debbie-TalkTalk — Thu, 16 Jun 2022 06:38:24 GMT

Hi winterwinds

Thanks for your reply 🙂

The firmware has now been updated. Please can you retest and let us know how you get on.

Debbie

Re: Connection error with work VPN

winterwinds — Thu, 16 Jun 2022 06:48:03 GMT

Hi Debbie,

Thanks for the update. Unfortunately, still can not connect to the VPN.

Any other option?

Re: Connection error with work VPN

Debbie-TalkTalk — Thu, 16 Jun 2022 06:50:01 GMT

Hi winterwinds

Please can you try a 30 minute power down of your router?

Re: Connection error with work VPN

winterwinds — Thu, 16 Jun 2022 06:55:46 GMT

Hi Debbie,

No problem, I can power down (turn off) the router for 30 minutes. However, this will have to be during lunch. Sorry, currently on a Teams call to European colleagues.

If it works, I can let you know.

Much appreciated for all your help.

Have a good day.

Re: Connection error with work VPN

Debbie-TalkTalk — Thu, 16 Jun 2022 06:57:37 GMT

Hi winterwinds

Thank you and apologies again for the issues you are experiencing.

Please let us know how you get on.

Debbie

Re: Connection error with work VPN

winterwinds — Thu, 16 Jun 2022 11:45:56 GMT

Hi Debbie,

Great news, after a couple of hours after the firmware update, the VPN worked.

Did not need to power down the router.

Thanks a million for your help.

Have a good day.

Many thanks and kind regards,

Re: Connection error with work VPN

Debbie-TalkTalk — Thu, 16 Jun 2022 12:26:04 GMT

Hi winterwinds

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

Please let us know if you do experience any further issues. I have also sent you a Private Message with a short survey.

Thanks again.

Debbie