topic Re: Unable to connect to work VPN from home in Broadband

Unable to connect to work VPN from home

arundel64 — Mon, 20 Jun 2022 10:57:20 GMT

Please can someone help me to resolve a problem with connecting to my work VPN. It is currently not allowing me access to any of my work drives.

I have been advised that this is due to an issue with my TalkTalk router and that someone should be able fix the problem for me.

Thank you

Re: Unable to connect to work VPN from home

Chris-TalkTalk — Mon, 20 Jun 2022 10:59:11 GMT

Hi arundel64,

Which router do you have? Has the problem with the VPN only just started happening?

Chris

Re: Unable to connect to work VPN from home

arundel64 — Mon, 20 Jun 2022 11:18:13 GMT

HI, It doesn't have a model number but says SAGEMCOM. I worked from home last Summer with no problems but am having to work from home again as I have Covid, so the problem has only just become apparent.

Re: Unable to connect to work VPN from home

Chris-TalkTalk — Mon, 20 Jun 2022 11:33:12 GMT

OK thanks, Can you please update your to include your:

Name

Telephone number

Alternative contact number

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Unable to connect to work VPN from home

arundel64 — Mon, 20 Jun 2022 11:37:57 GMT

Sorry I'm not very computer savvy. Where am I sending my contact details to?. Can I send by email?

Thank you

Re: Unable to connect to work VPN from home

Chris-TalkTalk — Mon, 20 Jun 2022 11:45:12 GMT

Apologies, the linke to your profile is here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

Chris

Re: Unable to connect to work VPN from home

arundel64 — Mon, 20 Jun 2022 11:52:09 GMT

I've updated the details.

Re: Unable to connect to work VPN from home

Chris-TalkTalk — Mon, 20 Jun 2022 11:55:11 GMT

OK thanks, I'll tale a look at this now and get back to you

Chris

Re: Unable to connect to work VPN from home

Chris-TalkTalk — Mon, 20 Jun 2022 11:57:10 GMT

OK, we can try a different router firmware version, would you like to give this a try?

Chris

Re: Unable to connect to work VPN from home

arundel64 — Mon, 20 Jun 2022 12:39:55 GMT

Yes please if we can try that. Is this something you download and how long does it take?

Thank you

Re: Unable to connect to work VPN from home

Debbie-TalkTalk — Mon, 20 Jun 2022 12:44:49 GMT

Hi arundel64

The firmware update should take no longer than 15 minutes.

We advise to leave the router switched on without being rebooted whilst we update the FW. When would you like us to update the firmware?

Re: Unable to connect to work VPN from home

arundel64 — Mon, 20 Jun 2022 12:48:23 GMT

Yes, please. Will I be unable to use the internet while this is done?

Re: Unable to connect to work VPN from home

Debbie-TalkTalk — Mon, 20 Jun 2022 12:51:09 GMT

Hi arundel64

Yes the connection will most likely drop. Is there a certain time I can do the update?

I could do this tomorrow morning 06:30am if this helps?

Re: Unable to connect to work VPN from home

arundel64 — Mon, 20 Jun 2022 13:37:03 GMT

Is it possible to do this this evening after 6.00pm? Thank you

Re: Unable to connect to work VPN from home

Debbie-TalkTalk — Mon, 20 Jun 2022 13:39:31 GMT

Hi arundel64

Yes I will do this for you at 6pm. Please can you keep the router switched on at this time and don't reboot the router.

I will post back on this thread to let you know once the firmware has been updated.

Thanks

Re: Unable to connect to work VPN from home

arundel64 — Mon, 20 Jun 2022 14:05:53 GMT

Thank you. I'll keep the router on and will wait to hear from you once this is completed.

Re: Unable to connect to work VPN from home

Debbie-TalkTalk — Mon, 20 Jun 2022 17:05:44 GMT

Hi arundel64

The firmware has now been updated. Please can you retest and let us know how the connection compares?

Thanks

Debbie 🙂

Re: Unable to connect to work VPN from home

Debbie-TalkTalk — Tue, 21 Jun 2022 05:27:54 GMT

Hi arundel64

Can you connect to your VPN client now?

Thanks

Debbie