topic Re: VPN Stopped Working in Broadband

VPN Stopped Working

fatdavid64 — Tue, 06 Dec 2022 11:26:44 GMT

A VPN that I occasionally use for work has stopped working.

Do I need a firmware upgrade? The router is currently running version SG4K100136.

Also where have my old port forwarding settings been hidden? They still work but I can't find them.

Re: VPN Stopped Working

Chris-TalkTalk — Tue, 06 Dec 2022 11:36:14 GMT

Hi,

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 Stopped Working

fatdavid64 — Tue, 06 Dec 2022 11:39:06 GMT

I've updated my profile

Re: VPN Stopped Working

Chris-TalkTalk — Tue, 06 Dec 2022 13:00:46 GMT

Thanks but could you add your TalkTalk landline telephone number so that we can locate you on our systems

Chris

Re: VPN Stopped Working

fatdavid64 — Tue, 06 Dec 2022 13:14:20 GMT

I've added my landline & moved my mobile to another field in the profile.

Re: VPN Stopped Working

Chris-TalkTalk — Tue, 06 Dec 2022 13:37:19 GMT

OK thanks. We can try a different firmware version, would you like to give this a try?

Chris

Re: VPN Stopped Working

fatdavid64 — Tue, 06 Dec 2022 13:38:49 GMT

I think that would be a place to start.

Re: VPN Stopped Working

Chris-TalkTalk — Tue, 06 Dec 2022 13:40:17 GMT

Is it OK to do it now, it will take up to 10 minutes complete?

Re: VPN Stopped Working

fatdavid64 — Tue, 06 Dec 2022 13:43:21 GMT

Yes, that will be fine

Re: VPN Stopped Working

Chris-TalkTalk — Tue, 06 Dec 2022 13:44:31 GMT

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

Chris

Re: VPN Stopped Working

fatdavid64 — Tue, 06 Dec 2022 14:23:10 GMT

The firmware has been upgraded, but the router is not going online.

One of the device info page says "ERROR_MISCONFIGURED" under NAT.

WAN Addressing Type says "DHCP" when it should be a static ip-address.

I am currently connecting via my phone.

Re: VPN Stopped Working

Chris-TalkTalk — Tue, 06 Dec 2022 14:26:43 GMT

Could you reboot the router and if it then still isn't working could you switch it off for 30 minutes and try again.

Chris

Re: VPN Stopped Working

fatdavid64 — Tue, 06 Dec 2022 14:38:17 GMT

Having rebooted, it still said no internet.

I changed the connection type to static & entered my ip-address and it now says connected, but it does not work.

I think it needs the ip-address for the "default gateway", but I don't know this. Any ideas?

Re: VPN Stopped Working

Chris-TalkTalk — Tue, 06 Dec 2022 14:41:20 GMT

Could you try doing a factory reset, this usually resolves any issues following a firmware update - Restore your router to factory settings - TalkTalk Help & Support

Chris

Re: VPN Stopped Working

fatdavid64 — Tue, 06 Dec 2022 15:04:11 GMT

No better than it was before.

Worse in fact as it now says it cannot connect to the internet and I'm going to have to re-enter all my port forwards.

Re: VPN Stopped Working

Chris-TalkTalk — Tue, 06 Dec 2022 15:20:44 GMT

OK thanks. I'm having trouble finding your account, could you add you account number to the private notes section of your community profile

Thanks

Chris

Re: VPN Stopped Working

fatdavid64 — Tue, 06 Dec 2022 15:24:46 GMT

Done

Re: VPN Stopped Working

Chris-TalkTalk — Tue, 06 Dec 2022 15:27:54 GMT

Thanks. Is that a TalkTalk residential account or a business account?

Re: VPN Stopped Working

fatdavid64 — Tue, 06 Dec 2022 15:29:01 GMT

Business

Re: VPN Stopped Working

Chris-TalkTalk — Tue, 06 Dec 2022 15:40:46 GMT

OK, I didn't realise that you are a business customer, that may be why there have been problems with the firmware update. We only offer support to TalkTalk residential customers. Business customers have their own support channels.

I'm sorry about this but could you contact business support, they'll probably need to send a replacement router. I would send one myself but I don't have access to the required systems to do this, apologies for any inconvenience

Chris