topic Re: VPN Not Connecting in Broadband

VPN Not Connecting

rhpsupport — Thu, 24 Nov 2022 10:12:07 GMT

Hi, we are having issues with a PPTP VPN, everyone else at work can access apart from me.

Router Make and Model:

TalkTalk Wifi-Hub

Version: SG4K100135

Re: VPN Not Connecting

Chris-TalkTalk — Thu, 24 Nov 2022 10:19:01 GMT

Hi rhpsupport,

Sorry to hear that you're experiencing problems with your VPN, has it ever worked?

Chris

Re: VPN Not Connecting

rhpsupport — Thu, 24 Nov 2022 10:20:44 GMT

Hi chris,

it had worked previously but has suddenly stopped working recently.

Re: VPN Not Connecting

Chris-TalkTalk — Thu, 24 Nov 2022 10:21:51 GMT

OK thanks. Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: VPN Not Connecting

rhpsupport — Thu, 24 Nov 2022 10:23:34 GMT

Updated the information requested, thanks chris

Re: VPN Not Connecting

Chris-TalkTalk — Thu, 24 Nov 2022 10:29:54 GMT

Thanks, is one of the telephone numbers the line with the issue (I can't find any details on either)?

Chris

Re: VPN Not Connecting

rhpsupport — Thu, 24 Nov 2022 10:32:01 GMT

hi chris this is an issue regarding a client, would it be best for them to contact you directly?

Re: VPN Not Connecting

Chris-TalkTalk — Thu, 24 Nov 2022 10:34:15 GMT

Yes, if they could register on the Community and post on this thread then we'll be able to help

Chris

Re: VPN Not Connecting

justinecordwell — Thu, 24 Nov 2022 15:05:23 GMT

Hi Chris,

Details of the line can be found in this profile. If you need any more information, please let me know.

Re: VPN Not Connecting

Chris-TalkTalk — Thu, 24 Nov 2022 15:19:48 GMT

Hi,

We can try a firmware upgrade, this usually resolves VPN issues. Would you like to give it a try?

Chris

Re: VPN Not Connecting

justinecordwell — Thu, 24 Nov 2022 15:24:48 GMT

Yes that's ok to go ahead with

Re: VPN Not Connecting

Chris-TalkTalk — Thu, 24 Nov 2022 15:35:37 GMT

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

Chris

Re: VPN Not Connecting

Chris-TalkTalk — Fri, 25 Nov 2022 08:58:12 GMT

Hi Justine,

How are you getting on, did the firmware update resolve the VPN issue?

Chris

Re: VPN Not Connecting

rhpsupport — Fri, 25 Nov 2022 09:00:55 GMT

Hi Chris,

That has resolved the issue thank you!

We are also having another client also on talk talk with the same router and version with exactly the same issue, would it be possible if they comment on this thread to apply the same firmware update to their router?

Re: VPN Not Connecting

Chris-TalkTalk — Fri, 25 Nov 2022 09:06:10 GMT

Glad to hear it fixed the problem 🙂

Yes, if you ask them to post on the thread I'll update their firmware

Chris

Re: VPN Not Connecting

davidmcguffie — Fri, 25 Nov 2022 09:07:28 GMT

Hi Chris,

Please find the line with the VPN issue on this account.

Re: VPN Not Connecting

Chris-TalkTalk — Fri, 25 Nov 2022 09:11:49 GMT

Hi David,

Would you like me to update your firmware now, it can take up to 10 minutes to complete?

Chris

Re: VPN Not Connecting

davidmcguffie — Fri, 25 Nov 2022 09:12:26 GMT

Hi chris,

Yes please, now would be great

Re: VPN Not Connecting

Chris-TalkTalk — Fri, 25 Nov 2022 09:13:59 GMT

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

Chris

Re: VPN Not Connecting

Chris-TalkTalk — Fri, 25 Nov 2022 09:49:43 GMT

I can see the upgrade has now completed, is everything OK?

Chris