topic Re: Can't connect to VPN in Broadband

Can't connect to VPN

Victor57 — Sat, 22 Oct 2022 11:44:39 GMT

Everytime I attempt to connect to my VPN, I get the following error message:

The VPN connection between your computer and the VPN server could not be completed. The most common cause for this failure is that at least one internet device (for example, a firewall or a router) between your computer and the VPN server is not configured to allow Generic Routing Encapsulation (GRE) protocol packets. If the problem persists, contact your network administrator or Internet Service Provider.

This error only occurs using TalkTalk and I have tried both wifi and the ethernet cable for the router.

I have used several other providers. such as Virgin Media, and I don't have this issue.

Please can someone advise how I fix this, as I cannot work remotely.

Re: Can't connect to VPN

Skynet_TX — Sat, 22 Oct 2022 14:59:49 GMT

Hi @Victor57,

Do you have the Sagemcom Wi-Fi Hub ?, if so can you browse to http://192.168.1.1/ and see what 'version' it says near the bottom of that login screen. If it says SG4K100136 then this might be the cause, your router may have recently upgraded to that version of firmware, and that version is known to cause VPN issues for a small number of customers.

If this was the case then the support team here would be able to change your router to a different version of firmware when they return next week.

Re: Can't connect to VPN

Victor57 — Sun, 23 Oct 2022 11:16:58 GMT

Hi @Skynet_TX

We do have this router, and this is the firmware version we have. Could someone please change the firmware for us as soon as they can.

Thanks

Re: Can't connect to VPN

Skynet_TX — Sun, 23 Oct 2022 16:06:37 GMT

Ok, the support team should be able to reply and help when they return tomorrow.

Re: Can't connect to VPN

Debbie-TalkTalk — Mon, 24 Oct 2022 06:21:02 GMT

Hi Victor57

Apologies for this.

I've made a change to your router firmware; please can you retest?

Thanks

Debbie

Re: Can't connect to VPN

Debbie-TalkTalk — Tue, 25 Oct 2022 07:14:08 GMT

Hi Victor57

Is this working ok now?

Thanks

Re: Can't connect to VPN

catjarv — Fri, 03 Mar 2023 11:47:46 GMT

Hi Debbie, I am having this exact issue and trying to speak to technical support on live chat they are not helping and trying to blame the router itself and all other issues. Can you please help update my firmware?

Re: Can't connect to VPN

Anonymous — Mon, 13 Mar 2023 07:47:26 GMT

Hello,

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks