topic Re: Firmware update request for vpn issues in Broadband

Firmware update request for vpn issues

chrispattinson — Wed, 26 Apr 2023 23:03:33 GMT

Hello talktalk, can I please request a router firmware update as my work vpn drops constantly on a wired connection.

Thanks Chris.

Re: Firmware update request for vpn issues

Debbie-TalkTalk — Thu, 27 Apr 2023 05:47:11 GMT

Hi Chris

I can see that you are using the HG633 router and this has the latest firmware version. Would you like me to send you a WIFI hub and a returns bag for your current router?

Thanks

Re: Firmware update request for vpn issues

Debbie-TalkTalk — Fri, 28 Apr 2023 09:00:51 GMT

Hi Chris

Would you like me to send a replacement router for testing?

Re: Firmware update request for vpn issues

chrispattinson — Fri, 28 Apr 2023 09:17:56 GMT

Hi Debbie, yes please. Thanks.

Re: Firmware update request for vpn issues

Debbie-TalkTalk — Fri, 28 Apr 2023 09:59:34 GMT

Hi Chris

Thanks for your reply.

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Firmware update request for vpn issues

Debbie-TalkTalk — Tue, 02 May 2023 06:52:40 GMT

Hi Chris

Have you received the replacement router?

Re: Firmware update request for vpn issues

chrispattinson — Fri, 05 May 2023 07:40:33 GMT

Hello,

I have received my replacement router, and tested it the last 2 days.

I seem to have the same issue, though the drops while on VPN wired seem to be less frequent.

Is there any updates needed for the replacement router?

Thanks, Chris.

Re: Firmware update request for vpn issues

Debbie-TalkTalk — Fri, 05 May 2023 07:46:26 GMT

Hi Chris

Thanks for your reply.

Yes I can push the new firmware update to your router, will it be ok to do this now?

We advise to keep the router powered up without being rebooted whilst we update the FW.

Thanks

Re: Firmware update request for vpn issues

Debbie-TalkTalk — Tue, 09 May 2023 07:38:28 GMT

Hi Chris

When would be the best time to update your router firmware?

Re: Firmware update request for vpn issues

Anonymous — Thu, 11 May 2023 07:21:47 GMT

Morning,

Do you still need assistance with this?

Thanks 🙂

Re: Firmware update request for vpn issues

chrispattinson — Sat, 20 May 2023 18:55:40 GMT

Hi, can you confirm the FW update was done.

Re: Firmware update request for vpn issues

Gliwmaeden2 — Sat, 20 May 2023 19:18:28 GMT

I think that staff were waiting for you to confirm whether the time was OK so as not to interrupt things when you were working, or whatever, @chrispattinson.

You will need to let them know, if they ask you again. They'll be back after the weekend to respond.

Re: Firmware update request for vpn issues

chrispattinson — Sat, 20 May 2023 19:24:58 GMT

thanks

Re: Firmware update request for vpn issues

Debbie-TalkTalk — Mon, 22 May 2023 05:59:37 GMT

Hi Chris

Your firmware has updated to the latest version, please can you retest?

Thanks

Re: Firmware update request for vpn issues

Debbie-TalkTalk — Tue, 23 May 2023 05:45:06 GMT

Hi Chris

Is your VPN connection working ok now?

Re: Firmware update request for vpn issues

chrispattinson — Wed, 24 May 2023 09:17:38 GMT

Thanks for your efforts.

Unfortunately, it still keeps dropping, and now my wifes computer in another room also hardwired keeps dropping.

Also, considering the new router has reduced range (it doesn't reach my daughters bedoroom), I think the solution will be to put the old router back in, and I will have to find a WiFi solution ...... unless you have any other suggestions.

Chris.

Re: Firmware update request for vpn issues

Debbie-TalkTalk — Wed, 24 May 2023 09:20:45 GMT

Hi Chris

If wired connections are also dropping then this may be an issue with actual connection and not just wireless.

Will it be ok if I run some line tests?

Re: Firmware update request for vpn issues

chrispattinson — Wed, 24 May 2023 09:28:03 GMT

Yes ofcourse

Re: Firmware update request for vpn issues

Debbie-TalkTalk — Wed, 24 May 2023 09:41:36 GMT

Hi Chris

Thank you. I've ran a line test and it's detecting a potential line fault so I have passed this over to Openreach.

The engineer will investigate externally on the line and I will continue to monitor for updates.

Thanks again.

Debbie

Re: Firmware update request for vpn issues

Debbie-TalkTalk — Thu, 25 May 2023 06:49:47 GMT

Hi Chris

This fault is still with the Openreach line engineer. I will continue to monitor for additional updates.

Thanks

Debbie