topic Re: Working From Home - Router Problem in Broadband

Working From Home - Router Problem

jim_3440 — Thu, 28 Jul 2022 15:56:18 GMT

My daughter is sometimes required to WFH, using a laptop provided by her employer. She is unable to access the VPN she needs, and after her company's IT help desk having remotely logged in to our home router, they say we need an upgrade. I should say the IT people said there was nothing wrong with our router, we just need a more up to date one. I believe we have had our current Talk Talk router for at least 2 years.

I should also mention that three other family members have each WFH utilising employer provided laptops with no problems. Additionally, we rarely have any connection problems with home IT devices.

Any help or advice would be much appreciated.

Re: Working From Home - Router Problem

Skynet_TX — Thu, 28 Jul 2022 18:16:46 GMT

Hi @jim_3440,

What model of router do you currently have ?

VPN issues with some models of router can be resolved by TalkTalk updating the firmware, but if you have a much older router they may suggest that they send you a newer model.

Re: Working From Home - Router Problem

jim_3440 — Thu, 28 Jul 2022 20:29:13 GMT

Hi Skynet_TX, Thanks for getting back to me. The device version is 'FAST 5364-3.T8' - Let me know if you need more information.

Re: Working From Home - Router Problem

Skynet_TX — Thu, 28 Jul 2022 20:36:51 GMT

Ok, so you are on one of the newest routers (the Sagemcom Wi-Fi Hub). The latest version of firmware for that router has been causing some issues with VPN access for some customers (particularly people who use the built-in Windows 10/11 VPN), if your router is on that version of firmware the support team here may be able to change it to a different version that has better compatibility with VPN software, hopefully they will be able to reply tomorrow to help.

Re: Working From Home - Router Problem

jim_3440 — Thu, 28 Jul 2022 20:49:12 GMT

Thanks for all your help - I will look out for a message from them 🙂

Re: Working From Home - Router Problem

Karl-TalkTalk — Fri, 29 Jul 2022 06:56:19 GMT

Hi Jim

I've made a change to the router, can you see if this helps with everyone's VPN connection.

Thanks

Karl.

Re: Working From Home - Router Problem

Anonymous — Tue, 02 Aug 2022 06:08:08 GMT

Morning,

Just checking back in to see how the connection has been since your last post?

Thanks