topic Re: VPN and Whatsapp not working. in Broadband

VPN and Whatsapp not working.

rajkp — Tue, 23 May 2023 10:41:40 GMT

Hi,

On my iPhone I am unable to connect to whatsapp on wifi at all. everything else works. I was unable to make whatsapp calls on wifi on my android phone and my partner is also unable to make whatsapp calls. however her messages do come through.

Also an issue is I am unable to connect using VPN most of the time. every now and again it does connect but not for long.

How can this be sorted? firmware update? Thanks.

RAJ

Re: VPN and Whatsapp not working.

Karl-TalkTalk — Tue, 23 May 2023 10:51:52 GMT

Can you please add your home phone number or Account number to your Community Profile.

We will not attempt to call you, this is so we can locate your account and run tests on your line if you are reporting a fault.

We will then reply via this thread in our Community with any further advice or next steps.

If unsure of your phone number, and if your line is working simply dial 17070 from your land line phone and this will confirm the number for you. Alternatively these details can be found within My Account online or may be on the heading of any paperwork you have received.

Please post back on this thread when this has been done.

Thanks

Karl.

Re: VPN and Whatsapp not working.

KeithFrench — Tue, 23 May 2023 10:52:11 GMT

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What firmware is it running?
3. If you have the Sagemcom FAST 5364 router, what firewall level is it set to,? It needs to be on medium, not high.

Re: VPN and Whatsapp not working.

rajkp — Tue, 23 May 2023 17:43:53 GMT

I Have updated that now.

Many thanks,
Raj

Re: VPN and Whatsapp not working.

Karl-TalkTalk — Wed, 24 May 2023 06:07:24 GMT

Hi Raj,

I'll update your router firmware this morning, to the later version V158.

I'll post back as soon as this is completed.

Karl.

Re: VPN and Whatsapp not working.

Karl-TalkTalk — Wed, 24 May 2023 06:09:58 GMT

Hi Raj,

The router is now running with the latest firmware, reboot your devices when you can and retest and let me know please.

Thanks

Karl.

Re: VPN and Whatsapp not working.

Karl-TalkTalk — Wed, 24 May 2023 13:18:00 GMT

Hi Raj

Have you had a chance to retest ?

Does the VPN work now ?

Karl.

Re: VPN and Whatsapp not working.

rajkp — Wed, 24 May 2023 15:07:14 GMT

I have re-tested and neither is working still.

I do have the Sagemcom FAST 5364.

Firewall is set to custom for some reason, pretty sure I've not done that, is that the default?

Cheers,
Raj

Re: VPN and Whatsapp not working.

rajkp — Wed, 24 May 2023 15:07:25 GMT

I have re-tested and neither is working still.

I do have the Sagemcom FAST 5364.

Firewall is set to custom for some reason, pretty sure I've not done that, is that the default?

Cheers,
Raj

Re: VPN and Whatsapp not working.

KeithFrench — Wed, 24 May 2023 15:33:55 GMT

The firewall should be set to medium on the 5364. If that doesn't work, then I will need to know which VPN Client app that you are using.

Re: VPN and Whatsapp not working.

rajkp — Wed, 24 May 2023 16:18:52 GMT

The firwall set to medium has solved both my issues. many thanks to you both.

Re: VPN and Whatsapp not working.

Karl-TalkTalk — Thu, 25 May 2023 05:40:28 GMT

Medium is the default firewall setting.

Glad it's working now.

Karl