topic Re: VPN in Broadband

VPN

rebeccasmith231 — Tue, 29 Nov 2022 21:56:10 GMT

I’m having trouble accessing my VPN, I’ve read that the firmware needs updating, please can someone help me with this, as I’ve been on to customer services for nearly 2 hours trying to resolve this issue with no luck.

Desperately need this to be able to access my work

Re: VPN

KeithFrench — Tue, 29 Nov 2022 22:10:44 GMT

I assume that you are using the Sagemcom 5364 or 5464 router? I have asked one of TalkTalk's support to pick your thread up and upgrade it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: VPN

Debbie-TalkTalk — Wed, 30 Nov 2022 06:35:48 GMT

Hi rebeccasmith231

I'm really sorry to hear this.

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

Thanks

Debbie

Re: VPN

rebeccasmith231 — Wed, 30 Nov 2022 07:11:47 GMT

Hi Debbie,

I am still unable to connect to VPN

thanks,

Rebecca

Re: VPN

Debbie-TalkTalk — Wed, 30 Nov 2022 07:13:44 GMT

Hi Rebecca

Apologies for this.

Please can you pin hole reset the router for me (for ten seconds) and then try again?

Re: VPN

rebeccasmith231 — Wed, 30 Nov 2022 07:23:39 GMT

Hi Debbie,

I have tried that and unfortunately it does not seem to be working

thanks,

Rebecca

Re: VPN

Debbie-TalkTalk — Wed, 30 Nov 2022 07:41:59 GMT

Hi Rebecca

Apologies for this. I can try one more firmware version. Will it be ok if I do this now?

Re: VPN

rebeccasmith231 — Wed, 30 Nov 2022 07:46:29 GMT

Hi Debbie,

yes that’s fine thank you, happy to try anything to get me up and running!

Re: VPN

Debbie-TalkTalk — Wed, 30 Nov 2022 07:50:16 GMT

Hi Rebecca

Thank you. Please keep the router switched on and I will post back to confirm once completed.

Debbie

Re: VPN

rebeccasmith231 — Wed, 30 Nov 2022 11:16:27 GMT

Hi Debbie,

Have you had any luck updating the firmware?

Thanks,

Rebecca

Re: VPN

Chris-TalkTalk — Wed, 30 Nov 2022 11:22:19 GMT

Hi Rebecca,

What colour is the light on the router?

Chris

Re: VPN

rebeccasmith231 — Wed, 30 Nov 2022 11:30:40 GMT

Hi Chris

Its white

thanks,

Rebecca

Re: VPN

Chris-TalkTalk — Wed, 30 Nov 2022 11:40:40 GMT

OK thanks Rebecca, we are just waiting for some information from our Product team before we change your firmware version. We'll let you know when we have any more information

Chris

Re: VPN

rebeccasmith231 — Wed, 30 Nov 2022 11:41:06 GMT

Thank you

Re: VPN

Debbie-TalkTalk — Wed, 30 Nov 2022 13:02:17 GMT

Hi Rebecca

Our Devices Manager has asked me to check a couple of things with you.

Which VPN client are you using? When you try and connect to VPN what happens, do you receive an error message.

Re: VPN

rebeccasmith231 — Wed, 30 Nov 2022 13:22:12 GMT

Hi Debbie,

its the Windows VPN, I have attached the error message.

Thanks,

Rebecca

Re: VPN

Debbie-TalkTalk — Wed, 30 Nov 2022 13:51:13 GMT

Hi Rebecca

Thank you. I will post back shortly.

Debbie

Re: VPN

Debbie-TalkTalk — Thu, 01 Dec 2022 07:00:12 GMT

Hi Rebecca

Sorry for the delay.

I think we should send a replacement router. Are you happy for me to arrange this?

Thanks

Re: VPN

rebeccasmith231 — Thu, 01 Dec 2022 07:08:14 GMT

Hi Debbie,

that would be great thank you!

Thanks,

Rebecca

Re: VPN

Debbie-TalkTalk — Thu, 01 Dec 2022 07:19:26 GMT

Hi Rebecca

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

Please let us know once the new router is connected.

Thanks

Debbie