topic Re: VPN Issues in Broadband

VPN Issues

Binx_y — Wed, 20 Jul 2022 16:56:40 GMT

Hi,

As with a few people, I'm having issues with my VPN that has stopped working.

Solved: VPN issue - TalkTalk Help & Support

Solved: VPN connection issue - TalkTalk Help & Support

Can you please run the update on my router to fix this.

TalkTalk Wi-Fi Hub

router: SG4K100136

Re: VPN Issues

Skynet_TX — Wed, 20 Jul 2022 17:40:49 GMT

Hi @Binx_y,

When the support team here are back tomorrow they should be able to update your firmware version to one that has better compatibility for VPN connectivity.

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

Re: VPN Issues

Chris-TalkTalk — Thu, 21 Jul 2022 06:20:40 GMT

Hi Blinx_y,

Would you like me to run he firmware update now, it can take up to 15 minutes to complete?

Chris

Re: VPN Issues

Binx_y — Thu, 21 Jul 2022 17:18:39 GMT

Hi @Skynet_TX

It's built in Windows 10

Re: VPN Issues

Chris-TalkTalk — Fri, 22 Jul 2022 06:43:00 GMT

Hi Binx_y,

Do you want me to update your firmware now?

Chris

Re: VPN Issues

Binx_y — Fri, 22 Jul 2022 09:50:59 GMT

@Chris-TalkTalk yes please, can you please run the update.

thanks

Re: VPN Issues

Chris-TalkTalk — Fri, 22 Jul 2022 12:17:25 GMT

Hi Binx,

Apologies for the delay, could you just confirm the last 4 digits of the router serial number and I'll run the update for you

Chris

Re: VPN Issues

Binx_y — Fri, 22 Jul 2022 14:11:48 GMT

@Chris-TalkTalk

5543

Re: VPN Issues

Chris-TalkTalk — Fri, 22 Jul 2022 14:16:29 GMT

Great, thanks, I'll update your firmware now, it should complete within 15 minutes, please don't switch off your router

Chris

Re: VPN Issues

Chris-TalkTalk — Fri, 22 Jul 2022 14:40:51 GMT

Hi Binx_y,

It looks as though the firmware update has completed now, is everything OK at your end?

Chris

Re: VPN Issues

Binx_y — Mon, 25 Jul 2022 08:16:19 GMT

Hi @Chris-TalkTalk it doesn't see to have resolved the issue when I log on. I'm going to ask our IT support to run some tests now that the firmware has been updated.

Thanks,

Re: VPN Issues

Chris-TalkTalk — Mon, 25 Jul 2022 08:20:06 GMT

OK thanks for letting me know. Please let us know how you get on

Chris

Re: VPN Issues

Binx_y — Fri, 05 Aug 2022 17:19:34 GMT

Hi @Chris-TalkTalk , the update has unfortunately not resolved the issue.

Since the update my connection has been much slower and I've have been losing connection. Can you please take a look?

thank you for your help so far.

Re: VPN Issues

Skynet_TX — Fri, 05 Aug 2022 18:31:27 GMT

Hi @Binx_y,

The support team here on the community probably won't be around until Monday now. When you have been losing connection what has the LED been doing on the router, does it remain solid white, or does it do something else ?

Re: VPN Issues

Debbie-TalkTalk — Mon, 08 Aug 2022 06:11:44 GMT

Hi Binx_y

Apologies for this.

Just to confirm, is this only affecting the VPN connection?

Re: VPN Issues

Binx_y — Mon, 08 Aug 2022 12:15:25 GMT

Hi @Debbie-TalkTalk apologies I should've been clearer.

pre-update in July to the firmware: wifi was stable however in May my vpn had suddenly stopped working.

post-update in July to the firmware: wifi is slower, connection is unstable (orange light flashing on router), vpn has still not connected.

Re: VPN Issues

Debbie-TalkTalk — Mon, 08 Aug 2022 12:22:00 GMT

Hi Binx_y

Thanks for your reply.

Your router has the correct firmware that should resolve the VPN issue.

I have also completed a line test which is clear. Would you like me to send a replacement router for testing?