topic Re: Work VPN unable to connect in Broadband

Work VPN unable to connect

Whatever1 — Thu, 16 Jun 2022 09:35:07 GMT

Work laptop/VPN unable to connect as of 15/06/22. Previously worked fine.

Router logs show DNS name resolution failure.

Other posts cite firmware version SG4K100136 as possible cause?

Can you advise?

Thanks.

Re: Work VPN unable to connect

Anonymous — Thu, 16 Jun 2022 09:56:19 GMT

Hello,

I'm sorry to hear this. We can make a change to the router firmware. This will take about 20 minutes to complete and the router can't be re-booted/switched off during this time. When would be the best time to do this?

Thanks

Re: Work VPN unable to connect

Whatever1 — Thu, 16 Jun 2022 10:15:34 GMT

Hi Michelle - thanks for getting back to me. Now would be the best time.

Re: Work VPN unable to connect

Karl-TalkTalk — Thu, 16 Jun 2022 10:24:40 GMT

Hi @Whatever1

i've updated the firmware now, please test the VPN and let me know if it connects.

Thanks

Karl.

Re: Work VPN unable to connect

Whatever1 — Thu, 16 Jun 2022 12:13:45 GMT

Hi Karl,

Thanks for the promt response. Good news. The VPN is connecting again.

Thank you for your help with this.

Re: Work VPN unable to connect

Karl-TalkTalk — Thu, 16 Jun 2022 12:26:32 GMT

Hi,

Glad VPN is working. I've sent you a PM about our interaction today.

Karl.

Re: Work VPN unable to connect

Whatever1 — Thu, 16 Jun 2022 13:38:47 GMT

Final update, in case it helps others. Our ICT section are now saying the issue was with the corporate filewall manufacturer, and whatever it was, it was that, that was preventing employees who use Talk Talk as their ISP, from connecting over the work VPN. In this case it appears the router firmware change was not the answer (the prompt response from Talk Talk was much appreciated, however).

Re: Work VPN unable to connect

Karl-TalkTalk — Thu, 16 Jun 2022 13:48:06 GMT

Just an FYi for you, and please pass this to your ICT section, there is an identified issue with version 136 firmware for the Sagemcom router affecting some VPN connections. Changing the firmware resolves this.

A future firmware will fully resolve this in time. If any of your colleagues have an issue with VPN and are using a sagemcom router running version 136 firmware, please direct them to our community and we will help quickly.

Karl.

Re: Work VPN unable to connect

Debbie41 — Thu, 16 Jun 2022 15:15:31 GMT

I am having the same problem, they have sent me a new router which looks like exactly the same one I already have. Changed it over and still can not connect. Mentioned firmware to the guy the other day but he said it was definitely my router!!

Re: Work VPN unable to connect

Skynet_TX — Thu, 16 Jun 2022 15:54:30 GMT

@Debbie41, the support team here will be able to help on the new topic that you have created

Re: Work VPN unable to connect

Debbie-TalkTalk — Fri, 17 Jun 2022 05:36:48 GMT

Hi @Debbie41

I will take a look at your topic on the Community now.

Thanks