topic Re: VPN Issues in Broadband

VPN Issues

Bluebird86 — Thu, 04 Aug 2022 17:53:06 GMT

I work from home and use a VPN.

I have noticed in recent months access to the VPN has been affected.

I have a 7year old router which talk talk have acknowledged doesn't support my VPN access but say they can do nothing about it. Online chat were unhelpful and refused to supply me with a router even though they said that's the issue. Other people have had their issue resolved by being sent a new router.

Any help would be appreciated.

Re: VPN Issues

Gondola — Fri, 05 Aug 2022 05:46:47 GMT

Hi Bluebird86

Prepare for TalkTalk Support - include in the Community Profile (not in these public posts):

Account holder name, TalkTalk home 'phone number (if not Data Only broadband)

Alternative mobile contact number. Full address with postcode (in the Location box)

Scroll down to Private notes to add the customer email address and account number

Check and Save changes

Select here: Update your profile

TalkTalk can then link this post to you as a customer.

What model router did TalkTalk supply? Which VPN Client software or service are you using?

Re: VPN Issues

Bluebird86 — Fri, 05 Aug 2022 07:37:41 GMT

The router is a Talk Talk HG635

Re: VPN Issues

Gondola — Fri, 05 Aug 2022 08:07:13 GMT

The HG635 is a good router with VPN passthrough. It is certainly a bit old so I'll request an up to date replacement.

The Wi-Fi Hubs may require specific firmware to work with some VPN clients so it's going to be very helpful if you tell us which VPN software / service you are using.

Re: VPN Issues

Bluebird86 — Fri, 05 Aug 2022 08:10:18 GMT

The VPN software is Microsoft RRAS IKEv2

Re: VPN Issues

Bluebird86 — Fri, 05 Aug 2022 08:18:24 GMT

See above - apologies had to phone IT

The VPN software is Microsoft RRAS IKEv2

Re: VPN Issues

Gondola — Fri, 05 Aug 2022 08:20:45 GMT

I believe that'll be using an IPsec protocol.

Re: VPN Issues

Bluebird86 — Fri, 05 Aug 2022 08:24:34 GMT

Apologies, I don't know what that is.

Work have replaced my laptop and I still have issues so i'm just trying all avenues.

Re: VPN Issues

Gondola — Fri, 05 Aug 2022 08:31:29 GMT

No worries. TalkTalk Support here will know exactly what's needed to support IPsec VPN passthrough. When you set up the replacement router / Hub, TalkTalk will be here to make sure you have the Hub software updated to ensure you're connecting via the VPN.

Re: VPN Issues

Karl-TalkTalk — Fri, 05 Aug 2022 10:03:46 GMT

Hi Bluebird86

I've a new router on the way to you. Let us know when this is connected and we can check the firmware is correct for you.

Thanks

Karl.

Re: VPN Issues

Bluebird86 — Sat, 06 Aug 2022 10:06:46 GMT

Hi,

I have installed my new router. Please can you do the update to ensure I am able to connect to the VPN as i'm still unable to do so currently.

Thank you

Re: VPN Issues

Gliwmaeden2 — Sat, 06 Aug 2022 10:35:32 GMT

This will be picked up on Monday, @Bluebird86, as staff are not on here at weekends. With luck they may catch this before 9am, as some start very early.

Leave the router on ALL the time meanwhile, as that's the only way for updates to happen either automatically or if staff push software through.

Re: VPN Issues

Debbie-TalkTalk — Mon, 08 Aug 2022 06:40:13 GMT

Hi Bluebird86

Sorry for the delay.

The firmware has now updated, please can you retest?

Thanks

Re: VPN Issues

Bluebird86 — Mon, 08 Aug 2022 07:02:13 GMT

Hi,

No sorry still unable to connect to the VPN.

The error message refers to "because the router or other network devices between your computer and the remote server is not configured to allow VPN connection."

My place of work are looking in to this too but seems to be a mystery at the moment.

Re: VPN Issues

Debbie-TalkTalk — Mon, 08 Aug 2022 07:04:05 GMT

Hi Bluebird86

Apologies for this.

Please can you try powering down the router for 30 minutes and retesting?

Have you also tried connecting wired? VPN should work on this firmware version.

Thanks

Re: VPN Issues

Bluebird86 — Mon, 08 Aug 2022 07:07:48 GMT

I will try this later today as I'm heading in to the office today to work.

I haven't tried connecting wired as the router is downstairs and the home office upstairs but will take it downstairs tonight and try.

I will get back to you later.

Thank you

Re: VPN Issues

Debbie-TalkTalk — Mon, 08 Aug 2022 07:12:35 GMT

Hi Bluebird86

Thank you and apologies again for this issue.

Debbie

Re: VPN Issues

Bluebird86 — Mon, 08 Aug 2022 16:20:39 GMT

Hi,

I have tried connecting via ethernet cable whilst on the phone with my work IT department and still won't connect to the VPN. I have also tried powering down and restarting as you suggested and still no VPN access.

Thanks

Re: VPN Issues

Debbie-TalkTalk — Tue, 09 Aug 2022 06:12:31 GMT

Hi Bluebird86

I'm really sorry to hear this.

I'm not sure what else to suggest as we have updated the firmware. Is this the 2nd router you have tested with?

Re: VPN Issues

Bluebird86 — Wed, 10 Aug 2022 13:33:12 GMT

Hi Debbie,

I have tried my neighbours WiFi and that allows me to connect to my work VPN so it's clearly a TalkTalk problem. This will either need rectifying or I will need to be released from my contract as your are not supplying me with a useable internet connection.

Thanks