topic Re: Remote desktop VPN connection not working in Broadband

Remote desktop VPN connection not working

mrfreestone — Tue, 27 Dec 2022 15:41:33 GMT

Good afternoon,

I am having the exact same issue as raised by user joeyfrees on 12-12-2022 at 09:35 PM (see quoted below). Your representatives fixed the issue by changing the version of the firmware on the router. Please could you do the same for me.

'I use a remote desktop VPN connection to access my files and programmes at work when working from home. Up until about 3 months ago I could access this without issue. Since then I have been unable to connect.

It is not an issue with the computer or remote desktop software as the remote desktop can be accessed on internet connections from other providers (Sky/Now) and older Talk Talk routers.

I have been advised by my company's IT department that it is likely an issue caused by an update to the Router's firmware/software which has changed VPN/remote access security settings (we have the latest Sagecomm Talk Talk Wi-fi hub).

The IT department have also advised that the Remote Desktop/VPN uses Port 1723 and runs on the PCP protocol.

Looking at the other posts similar to this, many advise turning off home safe settings/scam protection or changing the DNS server. I have tried both of these things and this hasn't resolved my issue.

Please could you look into this and provide a solution. Three separate calls to your customer service centre have not resolved this issue. If this isn't resolved we will have no choice but to leave the service for one which we can guarantee will work for this vital purpose.

Many thanks.'

Re: Remote desktop VPN connection not working

Skynet_TX — Tue, 27 Dec 2022 18:38:39 GMT

Hi @mrfreestone,

The support team here on the community may be able to resolve this issue for you by updating the firmware on your Sagemcom to a version that is more reliable with VPN connectivity. However as it is currently the Christmas break you may need to wait a few days before they reply to this post to help.

Re: Remote desktop VPN connection not working

Debbie-TalkTalk — Wed, 28 Dec 2022 09:46:01 GMT

Hi mrfreestone

I'm sorry to hear this.

Please can you also add your TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Remote desktop VPN connection not working

mrfreestone — Fri, 10 Feb 2023 07:27:35 GMT

Good morning, has this update been actioned? We are still having issues accessing the VPN.

Many thanks.

Re: Remote desktop VPN connection not working

Chris-TalkTalk — Fri, 10 Feb 2023 09:34:51 GMT

Hi mrfreestone,

I'll take a look at this now and get back to you

Chris

Re: Remote desktop VPN connection not working

Chris-TalkTalk — Fri, 10 Feb 2023 09:38:27 GMT

OK, I can update your firmware now if you like, it can take up to 10 minutes to complete. Please let me know if you'd like me to proceed with the update

Chris

Re: Remote desktop VPN connection not working

mrfreestone — Fri, 10 Feb 2023 09:59:58 GMT

Hi Chris, that would be ideal. I'm happy for you to go ahead with the update

Re: Remote desktop VPN connection not working

Chris-TalkTalk — Fri, 10 Feb 2023 10:01:16 GMT

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

Chris

Re: Remote desktop VPN connection not working

Anonymous — Mon, 13 Feb 2023 07:51:24 GMT

Morning,

How have you found the connection?

Thanks