topic Re: New fiber to the home: Cannot connect to work VPN in Broadband

New fiber to the home: Cannot connect to work VPN

luke_ob1 — Mon, 08 Aug 2022 17:26:22 GMT

Hello there,

Today I had a visit from an engineer who installed my fiber to the home and setup my new Wi-Fi Hub 2, I am connected via Wi-Fi and internet works okay but I cannot connect to my company VPN.

Unfortunately my laptop doesn't have a ethernet port so I can't try wired, but I still have my old hub, which I can use and that connects to the VPM okay.

Do you know of any reason the company VPN will not connect?

I wondered if it might be a firewall issue.

I can't return my old hub until I can connect to the VPN.

Thanks,

Luke

Re: New fiber to the home: Cannot connect to work VPN

Skynet_TX — Mon, 08 Aug 2022 18:56:38 GMT

Hi @luke_ob1,

This is likely to be due to the firmware version on your new Hub, some of the newest versions of firmware have been causing some issues with VPN connectivity.

The support team here should be able to help, but on that very new version of Full Fibre Hub I think they are a bit limited on alternate firmware versions they can try, however they should be able to respond tomorrow to let you know what options there are.

You can't install firmware yourself, it has to be pushed to your router by the support team here.

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

Your name
Landline telephone number that your TalkTalk service is provided on (this is shown in ‘My Account’) OR your account number if you have Full Fibre with no landline
An alternative contact number

This will allow them to identify you, and they will then be able to help.

Re: New fiber to the home: Cannot connect to work VPN

Debbie-TalkTalk — Tue, 09 Aug 2022 06:15:35 GMT

Hi Luke

Please can you update your Community Profile to include your name and TalkTalk landline number, I can then take a look at this for you.

Thanks

Re: New fiber to the home: Cannot connect to work VPN

luke_ob1 — Tue, 09 Aug 2022 08:30:51 GMT

Serial Number: REMOVED
Firmware Version: SG4K100130

When I login as admin to my hub, under Maintenance -> Software Update, it seems I can upload an ISO image file to update the firmware, so if it needs updating then you can point me to an update file

Re: New fiber to the home: Cannot connect to work VPN

Debbie-TalkTalk — Tue, 09 Aug 2022 08:30:30 GMT

Hi Luke

Thank you. I will make changes to your firmware and post back to confirm once this has been completed.

Debbie

Re: New fiber to the home: Cannot connect to work VPN

Debbie-TalkTalk — Tue, 09 Aug 2022 08:55:52 GMT

Hi Luke

The firmware has now updated, please can you retest?

Thanks

Re: New fiber to the home: Cannot connect to work VPN

luke_ob1 — Tue, 09 Aug 2022 09:14:55 GMT

Yes thank you I have reset and now the VPN is working. 🙂

Re: New fiber to the home: Cannot connect to work VPN

Debbie-TalkTalk — Tue, 09 Aug 2022 09:17:42 GMT

Hi Luke

I'm so glad to hear this, thanks for letting us know 🙂

I have also sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie