topic Re: VPN BLOCKED in Broadband

VPN BLOCKED

chelleb995 — Wed, 15 Feb 2023 08:18:46 GMT

My VPN is blocked , can you send out a firmware update please?

Re: VPN BLOCKED

Divsec — Wed, 15 Feb 2023 09:47:20 GMT

Hi @chelleb995 your post has been escalated and you should hear soon in the meantime please add your landline phone number to your community profile so that your account can be identified by the team here. Please don't post personal information here in the community

Re: VPN BLOCKED

Debbie-TalkTalk — Wed, 15 Feb 2023 09:47:36 GMT

Hi chelleb995

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

Thanks

Re: VPN BLOCKED

chelleb995 — Wed, 15 Feb 2023 10:35:37 GMT

Phone number added

Re: VPN BLOCKED

Debbie-TalkTalk — Wed, 15 Feb 2023 10:43:27 GMT

Hi chelleb995

Thank you 🙂

Will it be ok if I update your router firmware now?

Please can you keep the router powered up without rebooting whilst we update the FW. This should take no longer than 15 minutes to update.

Thanks

Debbie

Re: VPN BLOCKED

chelleb995 — Wed, 15 Feb 2023 12:00:02 GMT

Hi. Yes you can

Re: VPN BLOCKED

Debbie-TalkTalk — Wed, 15 Feb 2023 12:05:39 GMT

Hi chelleb995

Apologies, the firmware update keeps failing.

Please can you try factory resetting the router using the pin hole reset for ten seconds? I can then try and connect to your router again.

Thanks

Re: VPN BLOCKED

chelleb995 — Wed, 15 Feb 2023 12:27:44 GMT

Hi, sorry I will not be able to reset until afte4 4.30pm, I have had to come into work due to not being able to work from home.

Re: VPN BLOCKED

Debbie-TalkTalk — Wed, 15 Feb 2023 12:30:58 GMT

Hi chelleb995

Apologies again.

If you could reset it this evening then I will check back around 6pm to see if I can update the router then. Will this be ok?

Re: VPN BLOCKED

chelleb995 — Wed, 15 Feb 2023 12:36:43 GMT

Hi yes I will do that. Thank you.

Re: VPN BLOCKED

Debbie-TalkTalk — Wed, 15 Feb 2023 12:39:55 GMT

Hi chelleb995

Thank you. I will post back this evening to let you know how I get on.

Debbie

Re: VPN BLOCKED

chelleb995 — Wed, 15 Feb 2023 16:45:07 GMT

Hi, I have just reset the router.

Re: VPN BLOCKED

Debbie-TalkTalk — Wed, 15 Feb 2023 17:55:28 GMT

Hi chelleb995

Just to confirm, was this a pin hole reset for ten seconds?

Re: VPN BLOCKED

chelleb995 — Wed, 15 Feb 2023 17:58:02 GMT

Yes it was

Re: VPN BLOCKED

Debbie-TalkTalk — Wed, 15 Feb 2023 18:08:02 GMT

Hi chelleb995

Thanks for confirming this.

I have tried again but the firmware update is still failing, apologies again for this.

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

Re: VPN BLOCKED

chelleb995 — Wed, 15 Feb 2023 18:09:53 GMT

Hi, a new router is absolutely fine to send Thank you.

Re: VPN BLOCKED

Debbie-TalkTalk — Wed, 15 Feb 2023 18:19:44 GMT

Hi chelleb995

Thanks for your reply.

I've ordered the router and you should receive this within the next 24-48hrs. Please let us know once the new router is connected to the line.

Debbie

Re: VPN BLOCKED

chelleb995 — Wed, 15 Feb 2023 18:20:49 GMT

Ok thank you

Re: VPN BLOCKED

Debbie-TalkTalk — Wed, 15 Feb 2023 18:22:56 GMT

Hi chelleb995

No problem 🙂

Thanks

Debbie

Re: VPN BLOCKED

Debbie-TalkTalk — Fri, 17 Feb 2023 07:00:49 GMT

Hi chelleb995

Have you received the replacement router?

Thanks