topic Re: VPN - GRE Issues connecting in Broadband

VPN - GRE Issues connecting

catjarv — Fri, 10 Mar 2023 11:27:08 GMT

Hi,

I am having issues connecting to my work's VPN. I am getting the following error message:

"The VPN connection between your computer and the VPN server could not be completed. The most common cause for this failure is that at least one internet device (for example, a firewall or a router) between your computer and the VPN server is not configured to allow Generic Routing Encapsulation (GRE) protocol packets."

My correct firmware version is SG4K100136 which I believe causes issues for this. Are you able to update this?

I have connected the same laptop to the VPN whilst connected to other WiFi networks, and have tried a wired connection to my TalkTalk router and it was unsuccessful.

Many Thanks

Cathryn

Re: VPN - GRE Issues connecting

KeithFrench — Fri, 10 Mar 2023 10:35:40 GMT

Yes V136 does have VPN issues. Assuming that you have the Sagemcom F@ST5364, rather than the 5464, the solution is to upgrade to V158.

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: VPN - GRE Issues connecting

Debbie-TalkTalk — Fri, 10 Mar 2023 10:40:58 GMT

Hi Cathryn

I'm really sorry to hear this.

I need to make a change to your router firmware but the update keeps failing at the moment.

Please can you leave the router switched on and we will keep trying to update your router firmware.

Thanks

Debbie

Re: VPN - GRE Issues connecting

catjarv — Fri, 10 Mar 2023 11:25:59 GMT

Thanks so much Debbie. Is there anything I should do on my end- disconnect any devices etc?

Just looking at Keith's response below- my router is the Sagemcom FAST 5464-2. T4

Will the update help with my model? Another suggestion was to set up port forwarding- would this solve the GRE issues?

Let me know if you need any more info or me to do anything 🙂

Re: VPN - GRE Issues connecting

KeithFrench — Fri, 10 Mar 2023 12:58:02 GMT

I can help all you want with port forwarding, but it will not have any impact on this problem. Port forwarding deals with connections coming in from the internet to one of your devices. VPN clients originate a connection from a device to the internet. From my testing, V158 will not solve the VPN issue on the 5464, but TT often has other firmware that might resolve this.

Re: VPN - GRE Issues connecting

catjarv — Fri, 10 Mar 2023 13:24:51 GMT

Thanks Keith - TalkTalk telephone support wasting 2 hours of my morning then ha.

Fingers crossed Debbie is able to update the firmware and it works 😄 thanks for your help 🙂

Re: VPN - GRE Issues connecting

Debbie-TalkTalk — Fri, 10 Mar 2023 13:33:37 GMT

Hi catjarv

Thanks for your reply.

I'm still trying to update the firmware and I will keep trying, apologies for the delays.

Re: VPN - GRE Issues connecting

catjarv — Fri, 10 Mar 2023 15:07:34 GMT

Hi Debbie,

Any updates with this? 🙂

Thanks

Cathryn

Re: VPN - GRE Issues connecting

Debbie-TalkTalk — Mon, 13 Mar 2023 07:02:20 GMT

HI Cathryn

I'm really sorry for the delay.

The firmware update is still failing. Our Devices Team are still investigating this issue at the moment.

I will keep trying to update the firmware.

Re: VPN - GRE Issues connecting

Debbie-TalkTalk — Tue, 14 Mar 2023 07:25:42 GMT

HI Cathryn

The firmware update is still failing. We should hopefully have further updates from our Devices Team on this issue by Thursday, sorry for the delays.

Re: VPN - GRE Issues connecting

Debbie-TalkTalk — Fri, 17 Mar 2023 07:34:19 GMT

Hi Cathryn

I'm still chasing for updates on this.

Thanks

Debbie

Re: VPN - GRE Issues connecting

Debbie-TalkTalk — Fri, 17 Mar 2023 11:43:45 GMT

Hi Cathryn

Our Devices Team have advised that updates on the firmware should now be available within the next 2 weeks.

We are currently still experiencing issues updating the router firmware.

Thanks

Re: VPN - GRE Issues connecting

Debbie-TalkTalk — Wed, 22 Mar 2023 10:23:23 GMT

Hi Cathryn

Your router firmware has now updated to version 158.

Thanks

Debbie

Re: VPN - GRE Issues connecting

catjarv — Fri, 24 Mar 2023 08:43:51 GMT

Hi Debbie,

Sorry I've been on holiday - thanks so much for getting this updated.

I can now connect to the VPN, however I have no access to anything that should give me (shared drives, remote computer). These are still working fine when I connect to another wifi provider. Do you have any guesses why? Or might there be additional settings that need adjusting?

Many thanks

Cathryn

Re: VPN - GRE Issues connecting

Debbie-TalkTalk — Fri, 24 Mar 2023 08:47:20 GMT

Hi Cathryn

Thanks for confirming. Please can you try changing the firewall level in the router settings to medium?

Re: VPN - GRE Issues connecting

catjarv — Fri, 24 Mar 2023 09:04:59 GMT

Hi Debbie,

They were already set to Low - I have tried changing to medium though and still no luck 😞

Re: VPN - GRE Issues connecting

Debbie-TalkTalk — Fri, 24 Mar 2023 09:06:59 GMT

Hi Cathryn

Ok, please can you try powering down the router for a full 30 minutes and then testing again?