topic Re: PPTP VPN Connection in Broadband

PPTP VPN Connection

Gayle55 — Tue, 17 Jan 2023 18:31:34 GMT

Hi,

I have got a new job, with a PPTP VPN connection for homeworking.

This won't connect via my Talk Talk connection, but works fine if I try on a friend's BT Broadband.

I have spoken to the help desk twice to no avail.

Any ideas what I can do to enable the connection to go through?

Thanks,

Re: PPTP VPN Connection

Skynet_TX — Tue, 17 Jan 2023 20:57:38 GMT

Hi @Gayle55,

If you have the Sagemcom Wi-Fi Hub (the one that has a single LED, and a bronze colour behind the holes on the front), then this may be caused by the version of firmware the router is running. If you can browse to the router login page at http://192.168.1.1/ then towards the bottom of that login screen it will show a 'version', if that is SG4K100136 then you may be affected by a known firmware issue that can cause problems with VPN connectivity.

If that is the case, the support team here may be able to fix it by changing your router to use a different version of firmware that is more reliable with VPN connections. They will hopefully be able to reply tomorrow to help further.

Re: PPTP VPN Connection

Gayle55 — Tue, 17 Jan 2023 22:11:39 GMT

Yes, thank you, that is the version number I can see on the router.

Hopefully the support team can help further with the firmware.

Re: PPTP VPN Connection

Debbie-TalkTalk — Wed, 18 Jan 2023 06:43:32 GMT

Hi Gayle55

Apologies for this.

I'm trying to update your router firmware, is your router switched on at the moment?

Thanks

Debbie

Re: PPTP VPN Connection

Gayle55 — Wed, 18 Jan 2023 06:57:45 GMT

Yes, the router is on.

The orange Led light is flashing currently

Re: PPTP VPN Connection

Debbie-TalkTalk — Wed, 18 Jan 2023 07:05:31 GMT

Hi Gayle55

Could you reboot the router for me please, I can then try and connect to your router again.

Thanks again.

Re: PPTP VPN Connection

Gayle55 — Wed, 18 Jan 2023 07:17:01 GMT

I have rebooted, but still have the orange light flashing.

I have run a line test on the website, and there appears to be a fault on the line...

Re: PPTP VPN Connection

Gayle55 — Wed, 18 Jan 2023 07:20:14 GMT

Fault ref for line REP 12393503

Re: PPTP VPN Connection

Debbie-TalkTalk — Wed, 18 Jan 2023 07:21:03 GMT

Hi Gayle55

I'm so sorry about this. Could you try a pin hole reset for me (for ten seconds)

Re: PPTP VPN Connection

Gayle55 — Wed, 18 Jan 2023 07:43:25 GMT

I've tried and left it resetting.

I've had to leave now to go to work, so won't be near the router again until this eve

Re: PPTP VPN Connection

Debbie-TalkTalk — Wed, 18 Jan 2023 07:54:24 GMT

Hi Gayle55

Thank you. I have also ordered a replacement router just in case there is an issue with your router.

Please let us know which light is showing on the router tonight.

Thanks

Re: PPTP VPN Connection

Gayle55 — Wed, 18 Jan 2023 17:21:45 GMT

My router is still not working.

I've unplugged, and tried the reset pin hole, but it is still flashing orange led, and no WiFi

Re: PPTP VPN Connection

Anonymous — Thu, 19 Jan 2023 06:21:32 GMT

Morning,

I'm sorry to hear this. I can see that a replacement router has been ordered yesterday so this should arrive soon.

Thanks

Re: PPTP VPN Connection

Debbie-TalkTalk — Fri, 20 Jan 2023 07:38:32 GMT

Hi Gayle55

Have you received the replacement router?

Re: PPTP VPN Connection

Gayle55 — Fri, 20 Jan 2023 09:49:32 GMT

I am waiting for the delivery today.

I'll let you know if I have Internet access again when it arrives - and then hopefully we can get back to getting the van issue sorted!

Re: PPTP VPN Connection

Debbie-TalkTalk — Fri, 20 Jan 2023 09:52:32 GMT

Hi Gayle55

Thanks for your reply.

Please let me know once it's connected and I will check this for you.

Debbie

Re: PPTP VPN Connection

Gayle55 — Fri, 20 Jan 2023 11:51:07 GMT

Hi Debbie

The new router is working, and I'm connected to the Internet.

Could you look onto the van issue for me again?

Thanks

Gayle

Re: PPTP VPN Connection

Gayle55 — Fri, 20 Jan 2023 11:51:38 GMT

That should read vpn issue

Re: PPTP VPN Connection

Debbie-TalkTalk — Fri, 20 Jan 2023 12:09:10 GMT

Hi Gayle

Thank you. I've asked our Devices Team to update the firmware on the new router.

I will post back to confirm once this has been completed.

Thanks

Debbie

Re: PPTP VPN Connection

Debbie-TalkTalk — Fri, 20 Jan 2023 14:13:20 GMT

Hi Gayle

The firmware has now updated, please can you retest and let us know how the connection compares?

Thanks

Debbie