topic Re: VPN connection issue in Broadband

VPN connection issue

PhilT71 — Sat, 16 Jul 2022 16:33:35 GMT

Hi,

I have the following error message when trying to connect to my work VPN, this used to work fine with my old BT router.

"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 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 persists, contact your network administrator or Internet Service Provider."

Hope you can help.

Re: VPN connection issue

Skynet_TX — Sat, 16 Jul 2022 19:13:37 GMT

Hi @PhilT71,

What model of router do you have ?

If you have the Sagemcom Wi-Fi Hub then this may be due to the firmware version the router is using.

What VPN software do you use, or is it the built in Windows 10/11 VPN ?

The support team here will be able to help, if you do have the Sagemcom they may be able to fix it by changing the firmware.

The Support Team won't be around now until Monday, but they should be able to respond to this post early next week to help.

Re: VPN connection issue

PhilT71 — Sat, 16 Jul 2022 19:54:29 GMT

Thanks for the reply, yes I have the sagemcom WiFi hub and I think it is just the standard win10/11 vpn but I will check with our IT guy on Monday.
Hopefully I will hear from the support team next week.
thanks

Re: VPN connection issue

Debbie-TalkTalk — Mon, 18 Jul 2022 06:28:19 GMT

Hi Phil

Apologies for this.

I will need to make a change to your router firmware, when would be the best time to do this?

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 issue

PhilT71 — Mon, 18 Jul 2022 07:34:09 GMT

Thanks for the reply. Do I need to be at home when you perform the update? If not, feel free to do it at any time, otherwise tomorrow evening would be best.
Thanks

Re: VPN connection issue

Debbie-TalkTalk — Mon, 18 Jul 2022 07:44:24 GMT

Hi Phil

Is the router switched on at the moment?

If the router is switched on and I connect then I will update the firmware today.

Thanks

Re: VPN connection issue

PhilT71 — Mon, 18 Jul 2022 08:06:43 GMT

Yes, it isn’t on at the moment. It would be great if u could get it updated today

Thanks

Re: VPN connection issue

Debbie-TalkTalk — Mon, 18 Jul 2022 08:14:34 GMT

Hi Phil

Sorry for the confusion, I can only update the firmware when the router is switched on.

Could you leave the router switched on tomorrow morning and I can start the firmware update around 7am?

Re: VPN connection issue

PhilT71 — Mon, 18 Jul 2022 19:45:01 GMT

Hi Debbie,

I should have checked my message before I sent it, I blame the autocorrect! The router is turned on and will still be on if u can do the update tomorrow.
sorry to mess you about.
Thanks

Phil

Re: VPN connection issue

Debbie-TalkTalk — Tue, 19 Jul 2022 05:38:10 GMT

Morning Phil

I still can't connect to your router.

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

Re: VPN connection issue

PhilT71 — Tue, 19 Jul 2022 07:28:05 GMT

Morning Debbie,

I checked the router this morning and it had an orange flashing light on the front. Not sure what is up with it, it was working o.k. on saturday. I tried switching it off and on and pressing the factory reset for 10 seconds but it still had the orange flashing light. I've had to come to work now so will have to investigate again when i get back this evening.

Any thoughts as to why the flashing orange light, could it be the phone line?

Thanks

Phil

Re: VPN connection issue

Debbie-TalkTalk — Tue, 19 Jul 2022 07:29:48 GMT

Hi Phil

Apologies for this.

If you have reset the router then I will need to send a replacement router.

Would you like me to arrange this?

Re: VPN connection issue

PhilT71 — Tue, 19 Jul 2022 07:46:52 GMT

Hi Debbie,

I tried resetting it twice.

That's a shame but if nothing else can be done then please arrange for another router to be sent out.

Thanks

Phil

Re: VPN connection issue

Debbie-TalkTalk — Tue, 19 Jul 2022 07:53:28 GMT

Hi Phil

I'm really sorry about this.

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know once the new router is connected.

Thanks

Re: VPN connection issue

PhilT71 — Tue, 19 Jul 2022 07:58:29 GMT

Hi Debbie,

No problem, these things happen.

Thanks for getting the replacement arranged. I will message when the new router is connected.

Thanks

Phil

Re: VPN connection issue

Debbie-TalkTalk — Tue, 19 Jul 2022 07:59:27 GMT

Hi Phil

Thank you 🙂

Debbie

Re: VPN connection issue

Debbie-TalkTalk — Wed, 20 Jul 2022 10:18:24 GMT

Hi Phil

Let me know if the router arrives today and I can check the firmware.

Thanks again.

Re: VPN connection issue

PhilT71 — Thu, 21 Jul 2022 12:20:12 GMT

Hi Debbie,

The router was delivered this morning and I have installed it. It seems to be working fine now i.e. the solid white light on the front. Hope you can sort the vpn issue with the firmware update.

Thanks

Phil

Re: VPN connection issue

Chris-TalkTalk — Thu, 21 Jul 2022 13:08:02 GMT

Hi Phil,

Just to confirm are you still experiencing the VPN issue with the new router on it's current firmware

Chris

Re: VPN connection issue

PhilT71 — Thu, 21 Jul 2022 13:22:01 GMT

Hi Chris,

Good point, I haven't been able to try the vpn connection yet, i will try it this evening when i get back from work and let you know.

Regards

Phil