topic Re: VPN not working at home in Broadband

VPN not working at home

Aimes123 — Wed, 23 Nov 2022 21:24:30 GMT

I use a VPN to access my work server. It works when I connect to other people's networks so I know it isn't the VPN provider, it must be the router/internet provider. At home, with my talktalk fibre router, it wont connect to my VPN. Why is this and how do I fix it?

Re: VPN not working at home

Skynet_TX — Wed, 23 Nov 2022 22:00:31 GMT

Hi @Aimes123,

What make of router do you have ?, is it the Sagemcom Wi-Fi Hub (the one with a single LED, and a bronze colour behind the holes on the front). If so this may have been caused by the router upgrading to a new version of firmware, and the support team here may be able to fix the issue by changing it to use a different version of firmware.

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).

Then they will hopefully be able to respond to this post tomorrow.

Re: VPN not working at home

Debbie-TalkTalk — Thu, 24 Nov 2022 06:47:35 GMT

Hi Aimes123

Apologies for this.

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

Thanks

Debbie

Re: VPN not working at home

Aimes123 — Thu, 24 Nov 2022 07:23:44 GMT

Thank you both. The router is the one with a single LED and gold behind.

I have added my landline number onto my profile.

Thanks!

Re: VPN not working at home

Debbie-TalkTalk — Thu, 24 Nov 2022 07:27:17 GMT

Hi Aimes123

Thank you 🙂

Will it be ok if I make a change to your router firmware now?

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

Thanks again.

Re: VPN not working at home

Debbie-TalkTalk — Fri, 25 Nov 2022 08:15:34 GMT

Hi Aimes123

When would be the best time to make a change to your router firmware?

Thanks

Re: VPN not working at home

Aimes123 — Sun, 11 Dec 2022 13:39:15 GMT

Hi all. I’m still having trouble getting my VPN to work at home. It connects straight away at another house so it’s definitely an issue with our internet at home. I don’t know if the firmware update was completed. Are you able to help? Thank you!

Re: VPN not working at home

Skynet_TX — Sun, 11 Dec 2022 15:46:54 GMT

I think the support team here were waiting for you to reply to confirm a good time to do the update (as it will cause your router to lose connection for 10 minutes or so).

The support team will be back tomorrow, and so would be able to do the update at a time convenient to you.

Re: VPN not working at home

Chris-TalkTalk — Mon, 12 Dec 2022 08:20:14 GMT

Hi Aimes123,

As Skynet_TX said, we were just waiting for you to respond. Would you like me to do the firmware update now, it can take up to 10 minutes to complete?

Chris

Re: VPN not working at home

Aimes123 — Mon, 12 Dec 2022 08:23:20 GMT

Yes please go ahead! Thanks so much

Re: VPN not working at home

Chris-TalkTalk — Mon, 12 Dec 2022 08:32:45 GMT

OK, I'll start the update now, please don't switch off your router

Chris

Re: VPN not working at home

Aimes123 — Mon, 12 Dec 2022 10:12:37 GMT

Hi Chris.

Has the update been completed?

Thanks so much for your help,

Amy

Re: VPN not working at home

Chris-TalkTalk — Mon, 12 Dec 2022 10:17:31 GMT

Hi Amy,

Yes the update has completed 🙂

Chris