topic Re: Can’t connect to work VPN in Broadband

Can’t connect to work VPN

deannatalie17 — Wed, 23 Nov 2022 17:09:23 GMT

I cannot connect to my work VPN no matter what I do.

I have been on the phone to the service team who have ‘turned off home safe’, yet this has done nothing and then I was told to contact my service provider.

the service provider team spent hours looking into what the issue could be and found nothing.

after reading the posts on here, it seems like my firmware may need to be updated? How can I go about this please and how can I get my VPN to work? Please help!

Re: Can’t connect to work VPN

Divsec — Wed, 23 Nov 2022 17:31:21 GMT

Hi @deannatalie17 you're right, the team here can help but they need to identify your account so please add your landline phone number to your community profile (not in this thread please) and I'm sure you will hear from them tomorrow.

Re: Can’t connect to work VPN

deannatalie17 — Wed, 23 Nov 2022 17:36:32 GMT

How will I be contacted please?

Re: Can’t connect to work VPN

Divsec — Wed, 23 Nov 2022 17:40:18 GMT

Hi @deannatalie17 they will reply on this thread, never by phone.

You should get an email notifying but you don't get through by replying to the email directly.

Re: Can’t connect to work VPN

Debbie-TalkTalk — Thu, 24 Nov 2022 06:46:06 GMT

Hi deannatalie17

Apologies for this.

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

Thanks

Debbie

Re: Can’t connect to work VPN

deannatalie17 — Thu, 24 Nov 2022 10:40:13 GMT

Hi Debbie.

thanks for this, the VPN has now connected,

However I’m not having issues with the DNS server not responding.

any help would be really appreciated !

thank you

Re: Can’t connect to work VPN

Debbie-TalkTalk — Thu, 24 Nov 2022 10:43:30 GMT

Hi deannatalie17

That's great, thanks for confirming 🙂

Just to confirm, are you now receiving a DNS error?

Re: Can’t connect to work VPN

deannatalie17 — Thu, 24 Nov 2022 10:46:21 GMT

Yes that is correct

Re: Can’t connect to work VPN

Debbie-TalkTalk — Thu, 24 Nov 2022 10:48:22 GMT

Hi deannatalie17

Were you experiencing this issue previously or only the issue with VPN?

Ok, please can you power down the router for a full 30 minutes and then retest?

Re: Can’t connect to work VPN

deannatalie17 — Thu, 24 Nov 2022 10:49:59 GMT

Hi Debbie,

now experiencing this outside of the VPN on all computers, only started half an hour ago.

i will power down now and retest.

Re: Can’t connect to work VPN

Debbie-TalkTalk — Thu, 24 Nov 2022 10:52:00 GMT

Hi deannatalie17

Thank you. Please let us know how the connection is following the 30-minute power down of the router.

Re: Can’t connect to work VPN

AdamCastle — Thu, 24 Nov 2022 11:00:58 GMT

Hi, I'm having the same problem with connecting to a VPN, I've just spoken to someone on Live Chat but they sent me an article about port forwarding which I've now realised isn't the issue. Are you able to assist?

Re: Can’t connect to work VPN

Debbie-TalkTalk — Thu, 24 Nov 2022 11:12:16 GMT

Hi @AdamCastle

Apologies for this.

Please can you create a new topic/thread. I can then take a look at this for you.

Thanks

Debbie

Re: Can’t connect to work VPN

deannatalie17 — Thu, 24 Nov 2022 11:35:50 GMT

Hi Debbie,

I’m now getting an error message saying there may be an error with the wifi adaptor?

Re: Can’t connect to work VPN

Chris-TalkTalk — Thu, 24 Nov 2022 11:41:18 GMT

Hi deannatalie17,

Are you seeing this error on all devices?

Chris

Re: Can’t connect to work VPN

deannatalie17 — Thu, 24 Nov 2022 11:50:23 GMT

Yes I cannot connect to the internet on any devices

Re: Can’t connect to work VPN

Chris-TalkTalk — Thu, 24 Nov 2022 12:25:37 GMT

And you get the same wifi adapter error on all devices?

Do you have a wifi extender?

Chris

Re: Can’t connect to work VPN

deannatalie17 — Thu, 24 Nov 2022 12:36:28 GMT

Hi Chris

It’s the main talk talk wifi we are having issues with. We have an extender but aren’t connected to it.

Re: Can’t connect to work VPN

Chris-TalkTalk — Thu, 24 Nov 2022 12:38:35 GMT

OK, could you reset the router to factory default settings - Restore your router to factory settings - TalkTalk Help & Support

Please let us know how you get on

Chris

Re: Can’t connect to work VPN

deannatalie17 — Thu, 24 Nov 2022 13:41:30 GMT

Hi Chris

if i restore to factory settings will it delete the firmware that was downloaded yesterday to help with access to my VPN?