topic Re: VPN not working on TalkTalk Hub version SG4K100130 in Broadband

VPN not working on TalkTalk Hub version SG4K100130

Awaterhouse929292 — Wed, 29 Jun 2022 12:19:35 GMT

I have a router that is known for having problems connecting to the VPN of my business. Can I have a new router please so I can connect to my business?

Re: VPN not working on TalkTalk Hub version SG4K100130

Karl-TalkTalk — Wed, 29 Jun 2022 12:23:46 GMT

Are you a TalkTalk business customer or residential ?

Can you add the phone number to your 'Community Profile'

Thanks

Karl.

Re: VPN not working on TalkTalk Hub version SG4K100130

Awaterhouse929292 — Fri, 01 Jul 2022 11:26:04 GMT

residential, I don't have the landline number to hand but I've just added my address to my profile - is it possible you could check from your side based on the address?

Re: VPN not working on TalkTalk Hub version SG4K100130

Debbie-TalkTalk — Fri, 01 Jul 2022 11:30:01 GMT

Hi Awaterhouse929292

If you log into My Account then your TalkTalk landline number should show there.

If you can't see the number in My Account then please add your account number to the Private Notes section of your Community Profile.

Thanks

Re: VPN not working on TalkTalk Hub version SG4K100130

Awaterhouse929292 — Mon, 04 Jul 2022 09:20:25 GMT

hi ive added my number to my profile now

Re: VPN not working on TalkTalk Hub version SG4K100130

Debbie-TalkTalk — Mon, 04 Jul 2022 09:25:56 GMT

Hi Awaterhouse929292

Thank you. Will it be ok if I make a change to your router firmware 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

Debbie

Re: VPN not working on TalkTalk Hub version SG4K100130

Awaterhouse929292 — Mon, 04 Jul 2022 12:44:00 GMT

Sure I do have a meeting at 3pm though

Re: VPN not working on TalkTalk Hub version SG4K100130

Karl-TalkTalk — Mon, 04 Jul 2022 12:52:02 GMT

I'll push the update now, only take a few minutes.

Karl.

Re: VPN not working on TalkTalk Hub version SG4K100130

Karl-TalkTalk — Mon, 04 Jul 2022 12:57:22 GMT

Should be done now, please test the VPN to make sure all is working now.

I'll also drop you a PM.

Karl.

Re: VPN not working on TalkTalk Hub version SG4K100130

Anonymous — Thu, 07 Jul 2022 07:03:38 GMT

Morning,

Just checking back in to see if the VPN connection is now working ok?

Thanks

Re: VPN not working on TalkTalk Hub version SG4K100130

Awaterhouse929292 — Thu, 07 Jul 2022 08:30:02 GMT

Its still a problem

Re: VPN not working on TalkTalk Hub version SG4K100130

Debbie-TalkTalk — Thu, 07 Jul 2022 09:05:41 GMT

Hi Awaterhouse929292

Your router has updated to the correct firmware version which should work ok with VPN.

Can you try factory resetting your router using the pin hole reset for ten seconds?

Thanks

Re: VPN not working on TalkTalk Hub version SG4K100130

Awaterhouse929292 — Mon, 11 Jul 2022 10:25:15 GMT

Have done that and still the same intermittent connectivity.

Re: VPN not working on TalkTalk Hub version SG4K100130

Karl-TalkTalk — Mon, 11 Jul 2022 10:43:06 GMT

Hi.

If the VPN is actually connecting then the firmware should be correct, if the connection is intermittent then this could be the router itself. Would you like me to send a replacement ?

Thanks

Karl.

Re: VPN not working on TalkTalk Hub version SG4K100130

Awaterhouse929292 — Mon, 11 Jul 2022 10:44:15 GMT

yes please

Re: VPN not working on TalkTalk Hub version SG4K100130

Karl-TalkTalk — Mon, 11 Jul 2022 10:49:49 GMT

it's on the way.

Karl

Re: VPN not working on TalkTalk Hub version SG4K100130

Awaterhouse929292 — Fri, 05 Aug 2022 08:53:57 GMT

I've received the router and its been working better than before but the last couple of days its been impossible to work on my VPN. Are there any other fixes?

Re: VPN not working on TalkTalk Hub version SG4K100130

Karl-TalkTalk — Fri, 05 Aug 2022 09:10:30 GMT

I've asked a network colleague to apply a fix to your router for VPN to see if this helps.

Karl

Re: VPN not working on TalkTalk Hub version SG4K100130

Debbie-TalkTalk — Tue, 09 Aug 2022 08:55:03 GMT

Hi Awaterhouse929292

The firmware has now updated, please can you retest?

Thanks

Re: VPN not working on TalkTalk Hub version SG4K100130

Awaterhouse929292 — Thu, 11 Aug 2022 08:31:20 GMT

Still not working guys