topic Re: VPN and Router software SG4K100136 in Broadband

VPN and Router software SG4K100136

JimBoNewt — Thu, 06 Apr 2023 15:34:08 GMT

Im not sure if talk talk or the community will read this but our IT department can't connect to my router, we had a previous issue with wifi range as well. They said this is the old firmware SG4K100136. with the VPN. Is it possible to get an upgrade to the firmware or hardware so that I can work from home? is this something I can do myself from a the router?

Re: VPN and Router software SG4K100136

Divsec — Thu, 06 Apr 2023 18:13:26 GMT

Hi @JimBoNewt sadly the worst time to report the issue, holidays, holidays, holidays. As soon as possible a staff member will get you sorted but it could be Tuesday....

In the meantime please add your landline phone number to your community profile so that your account can be identified by the team here.

Re: VPN and Router software SG4K100136

Debbie-TalkTalk — Mon, 10 Apr 2023 06:40:53 GMT

Hi JimBoNewt

Apologies for the delay.

I've asked our Devices Team to update your router firmware to the latest version.

Please can you keep your router powered up and I will post back to confirm once the firmware has been updated.

Thanks

Debbie

Re: VPN and Router software SG4K100136

JimBoNewt — Mon, 10 Apr 2023 11:31:00 GMT

Hi Debbie, I have a new issue with my ring door bell, it has lost video. I have followed all the instructions and it says it is connected by is showing as offline and al have issues with my iPhone on google but my pc is fine. I don't know if this is related to the issue. I will await further contact from the tech team.

Re: VPN and Router software SG4K100136

Debbie-TalkTalk — Mon, 10 Apr 2023 11:36:27 GMT

Hi JimBoNewt

Please can you try a 30 minute power down of the router and then try and connect again?

Our Devices Team should update the firmware tomorrow and I will post back to confirm once this has been completed.

Thanks

Re: VPN and Router software SG4K100136

Debbie-TalkTalk — Tue, 11 Apr 2023 09:03:49 GMT

Hi JimBoNewt

Your router firmware has now updated, please can you retest?

Thanks

Debbie

Re: VPN and Router software SG4K100136

Debbie-TalkTalk — Wed, 12 Apr 2023 07:32:23 GMT

Hi JimBoNewt

How's the connection been since the firmware update?

Re: VPN and Router software SG4K100136

JimBoNewt — Thu, 13 Apr 2023 20:09:58 GMT

Debbie, the home phone line is not working. The doorbell is also not working. The IT department are on annual leave so I can't test the other bit. I seem to be able to use my laptop on Wifi

Re: VPN and Router software SG4K100136

Karl-TalkTalk — Fri, 14 Apr 2023 06:18:00 GMT

Your line is affected by an Outage currently and this is under investigation.

Thanks

Karl.

Re: VPN and Router software SG4K100136

JimBoNewt — Sat, 15 Apr 2023 20:05:06 GMT

Its Saturday night and I now have no Netflix, amazon or Disney working on my TV. it works on my laptop. The Sky element of TV is working.

Re: VPN and Router software SG4K100136

Gliwmaeden2 — Sat, 15 Apr 2023 20:48:41 GMT

Staff will be back from Monday, @JimBoNewt.

Re: VPN and Router software SG4K100136

Debbie-TalkTalk — Mon, 17 Apr 2023 05:43:48 GMT

Hi JimBoNewt

Apologies for the delay.

Is the line working ok now?

Re: VPN and Router software SG4K100136

JimBoNewt — Mon, 17 Apr 2023 06:56:10 GMT

The phone line is working but the not the streaming or ring doorbell. I spent a few hours on the support line with Ring. I ended up buying a new door bell, that had the same issue. The TV is still not working on most streaming services. All have been rebooted, as has the router several times. Ring said it is the router that is causing the problem and they can't help.

Re: VPN and Router software SG4K100136

Debbie-TalkTalk — Mon, 17 Apr 2023 06:58:18 GMT

Hi JimBoNewt

Just to confirm, is VPN now working?

Could you try changing the firewall level in the router settings to medium to see if this resolves the Ring door bell issue?

Re: VPN and Router software SG4K100136

JimBoNewt — Mon, 17 Apr 2023 07:01:17 GMT

How do I do that, do you think it has set levels high. the streaming works on my laptop and tablet via wifi although the signal is weak upstairs still.

Re: VPN and Router software SG4K100136

Debbie-TalkTalk — Mon, 17 Apr 2023 07:04:42 GMT

Hi JimBoNewt

We've had some customers report an issue with ring door bell and whats app and changing the firewall level resolved the issue.

I can ask our Devices Team to update your router to the next firmware version (coming soon) to see if this resolves the issue. Would you like me to arrange this?

Re: VPN and Router software SG4K100136

JimBoNewt — Mon, 17 Apr 2023 07:16:16 GMT

Do you mean that you can upgrade and get me working today? Would these issues be resolved with a more modern router, this one is old. I also have poor coverage that isn't resolved with the booster plugs. Can you explain how to change the security settings and what are the implications of setting them to a lower level?

Re: VPN and Router software SG4K100136

JimBoNewt — Mon, 17 Apr 2023 07:20:55 GMT

sorry I didn't answer your question. No the VPN hasn't been set up yet. If it helps all items on 2.4ghz channel on the router appear to have an issue.

Re: VPN and Router software SG4K100136

Debbie-TalkTalk — Mon, 17 Apr 2023 07:24:22 GMT

Hi JimBoNewt

The firmware may resolve the issue but I can't guarantee this.

Would you like me to send a new router?

Re: VPN and Router software SG4K100136

JimBoNewt — Tue, 18 Apr 2023 18:55:59 GMT

Hi Debbie,

Did you manage to get the router dispatched?