topic Cannot connect to VPN in Broadband

Cannot connect to VPN

Jeneveabb1 — Mon, 18 Jul 2022 07:58:26 GMT

Hi. I have been asked to create a post on here by my colleague about not being able to connect to the VPN using the ASDL router. Please could someone help?

Thanks

Re: Cannot connect to VPN

Chris-TalkTalk — Mon, 18 Jul 2022 08:01:14 GMT

Hi jeneveabb1,

Could I just ask, what happens when you try to connect to the VPN, do you get an error message?

Chris

Re: Cannot connect to VPN

Jeneveabb1 — Mon, 18 Jul 2022 08:24:08 GMT

Hi. It comes up saying unknown error.

Re: Cannot connect to VPN

Chris-TalkTalk — Mon, 18 Jul 2022 08:25:27 GMT

OK thanks, which router do you have?

Chris

Re: Cannot connect to VPN

Jeneveabb1 — Mon, 18 Jul 2022 08:29:02 GMT

It is the TalkTalk WiFi hub "FAST5364-3.T8" is this the information needed?

Re: Cannot connect to VPN

Chris-TalkTalk — Mon, 18 Jul 2022 08:29:40 GMT

OK, can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. 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: Cannot connect to VPN

Jeneveabb1 — Mon, 18 Jul 2022 08:32:39 GMT

Hi Just updated this now

Re: Cannot connect to VPN

Chris-TalkTalk — Mon, 18 Jul 2022 08:33:51 GMT

Thanks for updating your profile but could you also please add your TalkTalk landline telephone number so that we can locate you on our systems

Chris

Re: Cannot connect to VPN

Jeneveabb1 — Mon, 18 Jul 2022 08:35:59 GMT

Hi Chris.

My sister has the TalkTalk account under her but she doesn't want t deal with this. We don't have a landline number that I know about so if you know where I was to find it that would be much appreciated.

Thanks

Re: Cannot connect to VPN

Chris-TalkTalk — Mon, 18 Jul 2022 08:37:21 GMT

Do you know the account number?

Chris

Re: Cannot connect to VPN

Jeneveabb1 — Mon, 18 Jul 2022 10:59:45 GMT

Yes I have it. Do you want me to send it here?

Re: Cannot connect to VPN

Karl-TalkTalk — Mon, 18 Jul 2022 11:02:47 GMT

Can you add the account number to your 'Community Profile' do not post it publicly.

Karl.

Re: Cannot connect to VPN

Jeneveabb1 — Mon, 18 Jul 2022 11:34:04 GMT

Hi Karl,

I am not sure where to put the account number in. Is it in the alternative number section?

Thanks

Re: Cannot connect to VPN

Karl-TalkTalk — Mon, 18 Jul 2022 11:36:51 GMT

You can add it to the alternative number field.

Karl.

Re: Cannot connect to VPN

Jeneveabb1 — Mon, 18 Jul 2022 11:38:51 GMT

Hi. I have updated that now

Re: Cannot connect to VPN

Karl-TalkTalk — Mon, 18 Jul 2022 11:48:57 GMT

Can you test your VPN now please.

Karl.

Re: Cannot connect to VPN

Jeneveabb1 — Mon, 18 Jul 2022 11:58:09 GMT

it works thank you!

Re: Cannot connect to VPN

Karl-TalkTalk — Mon, 18 Jul 2022 12:01:09 GMT

No Problem 🙂

I'll also send you a quick PM about our interaction today.

Karl