topic Re: VPN Blocked in Broadband

VPN Blocked

MTB_Andy — Wed, 20 Jul 2022 19:44:50 GMT

Daughter has just returned home and can't access her work VPN. She could at her previous property and she could from here before she left home in August 2021.

Her business IT department has advised that they always seem to have issues with Talk Talk.

The message yesterday appeared to have changed to "The VPN connection between your computer..... firewall or router... not configured to allow GRE protocol packets.... " however it has returned to

"A connection to the remote computer could not be established so the port used for this connection will be closed"

Hub is version SG4K100136

Help please.

Thanks

Re: VPN Blocked

Skynet_TX — Wed, 20 Jul 2022 19:54:20 GMT

Hi @MTB_Andy,

This is a known issue with firmware SG4K100136 on the Sagemcom Wi-Fi Hub, the support team here will be able to help tomorrow, they will likely just change your hub to a different firmware version, and that should resolve the issue.

Re: VPN Blocked

MTB_Andy — Wed, 20 Jul 2022 20:07:04 GMT

Sounds good. The router is permanently turned on - can this all be done remotely (as i'll be at work). Equally the admin password is not the standard one - does that matter ?

Re: VPN Blocked

ferguson — Wed, 20 Jul 2022 20:26:37 GMT

Yes it will be done remotely, the password is immaterial, that is to control your personal access alone.

Re: VPN Blocked

Skynet_TX — Wed, 20 Jul 2022 20:47:23 GMT

Yep, as @ferguson says, the team here can just trigger the update remotely. So if you want them to just do it ASAP tomorrow then they can do that. If anyone is going to be at home then it would be best to tell them that the router will disconnect for up to 15 minutes whilst the firmware is being updated (LED will go out and then flash a lot), and they should just leave the router alone whilst it is updating, don't touch it and don't switch it off / on.

Re: VPN Blocked

MTB_Andy — Wed, 20 Jul 2022 21:02:45 GMT

@Skynet_TX and @ferguson thanks for your help so far. Happy for this to go ahead ASAP tomorrow. Will advise everyone not to touch the router.

Thanks

Re: VPN Blocked

Chris-TalkTalk — Thu, 21 Jul 2022 06:44:45 GMT

Hi MTB_Andy,

I'll update your firmware now, please don't switch off your router. The firmware update should complete within 15 minutes

Chris

Re: VPN Blocked

MTB_Andy — Thu, 21 Jul 2022 07:38:50 GMT

Hi @Chris-TalkTalk

That's resolved it - Many Thanks for your help

Regards

Andrew

Re: VPN Blocked

Chris-TalkTalk — Thu, 21 Jul 2022 08:51:12 GMT

That's great news Andrew, thanks for letting me know

Chris