topic Re: VPN unable to connect in Broadband

VPN unable to connect

trackstand — Fri, 28 Oct 2022 15:05:26 GMT

For a while now I've been unable to connect to my work VPN over my TalkTalk connection - I have to tether my phone instead. I've seen posts about this on here but couldn't see any posted solution. Does anyone know how to fix this?

Re: VPN unable to connect

trackstand — Fri, 28 Oct 2022 15:14:33 GMT

My TalkTalk router reports that it is running firmware version SG4K100136.

Re: VPN unable to connect

Skynet_TX — Fri, 28 Oct 2022 19:57:32 GMT

Hi @trackstand,

That firmware version is known to cause VPN issues for some customers. The support team here may be able to change your router to a different version of firmware that is more reliable with VPN connectivity.

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.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

The Support Team here probably won't be around now until Monday, but they should be able to respond to this post early next week to help.

Re: VPN unable to connect

Debbie-TalkTalk — Mon, 31 Oct 2022 08:52:26 GMT

Hi trackstand

Apologies for this.

I will need to make a change to your router firmware, when would be the best time to do this?

We advise to leave the router switched on without being rebooted whilst we update the FW. It should take no longer than 15 minutes to update.

Thanks

Re: VPN unable to connect

trackstand — Mon, 31 Oct 2022 16:07:39 GMT

Hi Debbie,

Thanks for getting in touch. Perhaps 5pm-6pm today or first thing in the morning would work. If it's automated, could it be done in the small hours maybe (e.g. 2am)?

Thanks,

Andy.

Re: VPN unable to connect

Debbie-TalkTalk — Tue, 01 Nov 2022 07:02:48 GMT

Hi Andy

I could do the update tomorrow morning 06:30am. Would this be ok?

Re: VPN unable to connect

trackstand — Tue, 01 Nov 2022 15:18:18 GMT

Hi Debbie,

Sorry for the delay in getting back to you. That time on any morning would be great.

Thanks very much,

Andy.

Re: VPN unable to connect

Debbie-TalkTalk — Wed, 02 Nov 2022 06:54:55 GMT

Hi Andy

Thanks for your reply 🙂

I've made the change to the firmware, please can you retest?

Debbie

Re: VPN unable to connect

Debbie-TalkTalk — Thu, 03 Nov 2022 06:31:49 GMT

Hi Andy

The firmware has now updated, please can you retest?

Thanks

Re: VPN unable to connect

trackstand — Fri, 04 Nov 2022 21:07:38 GMT

Hi Debbie,

I've just tested and it works fine 🙂

Thank you very much for fixing it.

God bless,

Andy.

Re: VPN unable to connect

Debbie-TalkTalk — Mon, 07 Nov 2022 06:38:48 GMT

Hi Andy

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

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

Thanks again.

Debbie