topic Re: Cannot connect to my company VPN with new Sagemcom router in Broadband

Cannot connect to my company VPN with new Sagemcom router

chaintech — Tue, 14 Mar 2023 16:41:39 GMT

Hi, I have had a new TalkTalk router Sagemcom FAST 5364-3.T8, and I now I cannot connect oto my companies VPN. Is there a firmware update I need to apply ?

Re: Cannot connect to my company VPN with new Sagemcom router

ferguson — Tue, 14 Mar 2023 16:54:09 GMT

The support team here can help with this. Make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: Cannot connect to my company VPN with new Sagemcom router

Debbie-TalkTalk — Wed, 15 Mar 2023 06:59:33 GMT

Hi chaintech

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: Cannot connect to my company VPN with new Sagemcom router

chaintech — Wed, 15 Mar 2023 09:43:15 GMT

Hi Debbie

Would you be able to send me the firmware file to update my router. I am an IT professional and I have already seem where to update the firmware in the router.

Please advise ?

Re: Cannot connect to my company VPN with new Sagemcom router

Chris-TalkTalk — Wed, 15 Mar 2023 09:46:33 GMT

Hi chaintech,

I'm sorry, we are unable to send you the firmware file, we have to update the firmware remotely

Chris

Re: Cannot connect to my company VPN with new Sagemcom router

Chris-TalkTalk — Wed, 15 Mar 2023 13:45:25 GMT

I've tried to update the firmware again but unfortunately it's failed again. We'll continue to try

Chris

Re: Cannot connect to my company VPN with new Sagemcom router

chaintech — Wed, 15 Mar 2023 13:47:02 GMT

Hi Chris

What could be causing it to fail to update ?

Best Regards

Terry

Re: Cannot connect to my company VPN with new Sagemcom router

Chris-TalkTalk — Wed, 15 Mar 2023 14:05:20 GMT

There's currently an intermittent problem that we are trying to get resolved. It means that unfortunately firmware updates are failing most of the time

Chris

Re: Cannot connect to my company VPN with new Sagemcom router

chaintech — Thu, 16 Mar 2023 14:03:11 GMT

Hi, is there any update on this as it is causing me issues connecting to work and I am struggling

Re: Cannot connect to my company VPN with new Sagemcom router

Chris-TalkTalk — Thu, 16 Mar 2023 14:34:49 GMT

I'm sorry there's no update yet. I've tried the firmware update again but unfortunately it has again failed

Chris

Re: Cannot connect to my company VPN with new Sagemcom router

Debbie-TalkTalk — Fri, 17 Mar 2023 12:40:45 GMT

Hi chaintech

I'm really sorry about this.

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: Cannot connect to my company VPN with new Sagemcom router

Debbie-TalkTalk — Wed, 22 Mar 2023 10:26:48 GMT

Hi chaintech

Your router firmware has now updated to version 158.

Thanks

Debbie

Re: Cannot connect to my company VPN with new Sagemcom router

chaintech — Wed, 22 Mar 2023 10:31:11 GMT

Thank you , I have tested my VPN and I can now connect as expected. Many thanks for your help.😁

Re: Cannot connect to my company VPN with new Sagemcom router

Debbie-TalkTalk — Wed, 22 Mar 2023 10:33:22 GMT

Hi chaintech

I'm so glad to hear this, thanks for confirming 🙂

Debbie