topic Re: VPN connection dropping in Broadband

VPN connection dropping

Anonymous — Sat, 15 Oct 2022 07:52:32 GMT

Hi,

Re: VPN connection dropping

Skynet_TX — Sun, 16 Oct 2022 18:20:38 GMT

Hi @Anonymous,

The problem you have sounds slightly different to the more common issue that others have had. There is a new version of firmware that has rolled out for this router, and this has caused some problems with VPN connectivity for some customers, but the most common symptom is that people can't connect to the VPN at all. So the fact that you can connect, but the connection then drops, may indicate a different issue.

The support team here will be back tomorrow and they will be able to check what version of firmware you are on, and if they think it is necessary they could change you router to be on a firmware version that is known to be more robust with VPN connectivity.

Do you get any useful error / message when the connection drops ?

Re: VPN connection dropping

Debbie-TalkTalk — Mon, 17 Oct 2022 06:05:18 GMT

Hi 1X8xFoxyx8X1

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

Thanks

Debbie

Re: VPN connection dropping

Anonymous — Mon, 17 Oct 2022 08:12:27 GMT

Hi Skynet_TX

I think you're correct in that my issue is a little different. I'm still disconnecting this morning after an update and reboot of my router. Sadly I don't get any error messages, I just get a notification in my Microsoft Teams that I'm offline and websites disconnect also, but in the bottom right of my screen it tells me that I'm still connected to the internet and I can also connect to my company's secure servers - very confusing. Maybe it would help to have a roll back to a more stable version of firmware on my router. I don't know if it helps but my company uses Cisco AnyConnect Secure Mobility Client

So basically I get this simultaneously.

Many thanks

Re: VPN connection dropping

Debbie-TalkTalk — Mon, 17 Oct 2022 08:13:58 GMT

Hi 1X8xFoxyx8X1

Is the connection dropping on any other devices?

Re: VPN connection dropping

Anonymous — Mon, 17 Oct 2022 10:34:49 GMT

Hi Debbie-TalkTalk

It's not dropping for any other devices, it doesn't drop on this laptop until I connect to the VPN

Re: VPN connection dropping

Debbie-TalkTalk — Mon, 17 Oct 2022 10:41:15 GMT

Hi 1X8xFoxyx8X1

Please can you try a 30-minute power down of the router to start a new session.

If you are still experiencing this issue, then we will need to send another router for testing.

Thanks

Re: VPN connection dropping

Anonymous — Mon, 17 Oct 2022 12:22:43 GMT

Hi Debbie-TalkTalk

I've tried that and I'm afraid it's still disconnecting.

Re: VPN connection dropping

Debbie-TalkTalk — Mon, 17 Oct 2022 12:25:55 GMT

Hi 1X8xFoxyx8X1

I will send a replacement router, will this be ok?

Re: VPN connection dropping

Anonymous — Mon, 17 Oct 2022 13:12:34 GMT

Hi Debbie

I'm willing to try anything at this point, thank you.

Re: VPN connection dropping

Debbie-TalkTalk — Mon, 17 Oct 2022 13:17:08 GMT

Hi 1X8xFoxyx8X1

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: VPN connection dropping

Debbie-TalkTalk — Thu, 20 Oct 2022 06:27:10 GMT

Hi 1X8xFoxyx8X1

Have you received the replacement router?

Re: VPN connection dropping

Anonymous — Fri, 21 Oct 2022 08:17:09 GMT

Hi Debbie-TalkTalk

I've received the router, I'll be installing it this weekend and back to work on Tuesday so I'll be able to test it then.

Many thanks

Re: VPN connection dropping

Debbie-TalkTalk — Fri, 21 Oct 2022 08:20:17 GMT

Hi 1X8xFoxyx8X1

That's great, thank you.

Debbie

Re: VPN connection dropping

Debbie-TalkTalk — Tue, 25 Oct 2022 09:21:54 GMT

Hi 1X8xFoxyx8X1

How are you getting on?

Re: VPN connection dropping

Anonymous — Tue, 25 Oct 2022 10:52:59 GMT

Hi Debbie-TalkTalk

I installed the new router yesterday. Sadly it hasn't fixed the issue, the connection still drops from the VPN.

I'm not sure what else to try 😞

Re: VPN connection dropping

Debbie-TalkTalk — Tue, 25 Oct 2022 10:54:57 GMT

Hi 1X8xFoxyx8X1

Does it connect ok to your VPN client but then drop out?

Do the drops only occur when using VPN?

Re: VPN connection dropping

Anonymous — Tue, 25 Oct 2022 14:21:12 GMT

Hi Debbie-TalkTalk

It's very strange, it's now dropping out even when it's not on the VPN which I don't believe it was doing last week.

I'm going to speak to my IT department and see if it's maybe something that they might have had with others who are working from home.

I'll also be able to see if it does it whilst I'm in the office as I have to go in at some point in the next week or so.

I'll let you know what happens, thank you

Re: VPN connection dropping

Debbie-TalkTalk — Wed, 26 Oct 2022 06:17:14 GMT

Hi 1X8xFoxyx8X1

Thanks for your reply.

Please let us know how you get on.

Debbie