topic Re: Work VPN - Not connecting - TalkTalk Wifi Hub in Broadband

Work VPN - Not connecting - TalkTalk Wifi Hub

dlloyd1987 — Thu, 24 Nov 2022 09:37:57 GMT

Hi,

Been experiencing consistent issues with connecting to work VPN via TalkTalk Wifi Hub.

TalkTalk Wi-Fi Hub
version SG4K100136
Connecting via Windows VPN
Will hang and crash on opening up a network folder
Our IT team have consistently tried to solve the issue to no avail
I can connect to VPN over mobile 4G hotspot, office network and different office locations
I've reset router
Firmware is up to date
Attempted other alternative VPN connection tools (Draytek Smart VPN) which do not work either
Connected directly to the Ethernet port, still does not work

Please resolve this matter asap

Re: Work VPN - Not connecting - TalkTalk Wifi Hub

Debbie-TalkTalk — Thu, 24 Nov 2022 09:44:28 GMT

Hi dlloyd1987

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. This should take no longer than 15 minutes to update.

Thanks

Debbie

Re: Work VPN - Not connecting - TalkTalk Wifi Hub

dlloyd1987 — Thu, 24 Nov 2022 14:44:19 GMT

Thank you Debbie. Anytime today is absolutely fine, please go ahead and update firmware.

Let me know once its been updated 🙂

Re: Work VPN - Not connecting - TalkTalk Wifi Hub

Debbie-TalkTalk — Thu, 24 Nov 2022 14:54:37 GMT

Hi dlloyd1987

Thanks for your reply 🙂

All updated, please can you retest?

Debbie

Re: Work VPN - Not connecting - TalkTalk Wifi Hub

dlloyd1987 — Thu, 24 Nov 2022 15:06:56 GMT

Thank you. I have tested the VPN and the same issue persists 😞

What can we try next?

Re: Work VPN - Not connecting - TalkTalk Wifi Hub

Karl-TalkTalk — Thu, 24 Nov 2022 15:15:17 GMT

I'll get a replacement router out to you so hardware issues are ruled out. As soon as it arrives and is connected, let us know so we can make sure it has the latest firmware.

Karl.

Re: Work VPN - Not connecting - TalkTalk Wifi Hub

dlloyd1987 — Thu, 24 Nov 2022 15:21:41 GMT

Thank you Karl. Once it arrives I will let you know.

Re: Work VPN - Not connecting - TalkTalk Wifi Hub

Karl-TalkTalk — Thu, 24 Nov 2022 15:39:06 GMT

No Problem 🙂

Should be in a day or two,

Karl

Re: Work VPN - Not connecting - TalkTalk Wifi Hub

Debbie-TalkTalk — Mon, 28 Nov 2022 09:40:15 GMT

Hi dlloyd1987

Have you received the replacement router?

Thanks

Re: Work VPN - Not connecting - TalkTalk Wifi Hub

dlloyd1987 — Fri, 02 Dec 2022 13:24:26 GMT

Hi Debbie,

Yes, I installed the new router today. The same problem persists connecting to VPN 😞

What can we try next? The IT team at my company say the issue lies with TalkTalk blocking the SSL VPN connection. How can we resolve?

Re: Work VPN - Not connecting - TalkTalk Wifi Hub

Karl-TalkTalk — Fri, 02 Dec 2022 13:33:18 GMT

I've updated the firmware to the latest version, can you try this now.

Karl.