topic Re: Work VPN blocked by router in Broadband

Work VPN blocked by router

wilburcat — Wed, 06 Dec 2023 13:00:41 GMT

Hello, my router is blocking the VPN from my new workplace. This means I can't work from home (nightmare!) I've checked computer in other places, and hotspot from my phone - it works fine. So it is definitely the TalkTalk router.

I tried helpdesk, but they didn't understand my problem. I see here others have had this problem and it has been fixed for them so hoping you can do the same for me.

Re: Work VPN blocked by router

Anonymous — Wed, 06 Dec 2023 13:05:25 GMT

Good afternoon,

Which router are you using please? (make and model)

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Work VPN blocked by router

wilburcat — Sun, 17 Dec 2023 16:17:00 GMT

Thanks for your reply - I have now updated my information

Re: Work VPN blocked by router

Debbie-TalkTalk — Mon, 18 Dec 2023 09:08:32 GMT

Hi wilburcat

Apologies, I'm unable to locate your details.

Please can you send me a Private Message with the serial number from the back of your router.

Thanks

Debbie

Re: Work VPN blocked by router

wilburcat — Mon, 18 Dec 2023 10:06:42 GMT

Thanks Debbie, I have just sent you a DM. I wasn't sure which of the many numbers was the serial number, but have sent you my best guess!

Re: Work VPN blocked by router

Anonymous — Mon, 18 Dec 2023 10:16:24 GMT

Hello,

Thank you. We've checked and the router currently has the most recent version of firmware which should work fine with VPN. Have you tried factory resetting the router and then re-setting the router back up again?

Thanks

Michelle

Re: Work VPN blocked by router

wilburcat — Mon, 18 Dec 2023 10:26:03 GMT

I turned it off, waited a minute then turned it back on again. Can I do more than that?

Re: Work VPN blocked by router

Anonymous — Mon, 18 Dec 2023 10:37:00 GMT

Hi,

Could you try the below please?

Restore your router to factory settings - TalkTalk Help & Support

Thanks

Michelle

Re: Work VPN blocked by router

wilburcat — Mon, 18 Dec 2023 13:13:56 GMT

I've just completed the factory reset according to the link above. It didn't work, unfortunately.

Is there something else I can try?

Re: Work VPN blocked by router

Anonymous — Mon, 18 Dec 2023 13:23:02 GMT

Hi again,

Thanks for trying this. What happens when you try to connect to the VPN? Do you see a specific error message? Which VPN client are you using?

Thanks

Michelle

Re: Work VPN blocked by router

wilburcat — Mon, 18 Dec 2023 14:15:07 GMT

Microsoft Direct Access. No error as such, just stuck at "connecting". I tested on another network (my phone hotspot) and it worked straight away.

Re: Work VPN blocked by router

wilburcat — Mon, 18 Dec 2023 14:17:26 GMT

My IT dept is offering to talk directly to you if that helps.... I don't know if there's a way that could happen?

Re: Work VPN blocked by router

Chris-TalkTalk — Mon, 18 Dec 2023 15:45:09 GMT

Hi wilburcat,

Are you on our Future FIbre service?

Chris

Re: Work VPN blocked by router

wilburcat — Mon, 18 Dec 2023 16:25:12 GMT

I don't think so. I'm on Fibre 65 Data Only. I'm looking to renew at the moment so would be interested in upgrades, but I have to have a solution to this VPN thing so I can work at home.

Re: Work VPN blocked by router

Gliwmaeden2 — Mon, 18 Dec 2023 19:26:48 GMT

@wilburcat, the Data Only service is Future Fibre / Full Fibre.

The Fibre to the Cabinet service always came with a landline, so, as you are on Data Only, you must have already had an "upgrade" to the latest technology.

Which doesn't mean to say that you couldn't ask about upgrading to a faster package when you renew, if it is available.

Always phone, to get the best deals, or use Chat, rather than My Account deals.

....... as and when the current issues are resolved.

Re: Work VPN blocked by router

Anonymous — Tue, 19 Dec 2023 07:07:40 GMT

Hi wilburcat,

Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.

Thanks

Michelle

Re: Work VPN blocked by router

wilburcat — Tue, 19 Dec 2023 07:08:45 GMT

Yes please, that would be really helpful. The router is several years old, it's possible that's the problem.

Re: Work VPN blocked by router

Debbie-TalkTalk — Tue, 19 Dec 2023 07:55:57 GMT

Hi wilburcat

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: Work VPN blocked by router

wilburcat — Tue, 19 Dec 2023 09:40:28 GMT

thanks! I've also been searching in community for others who have had a similar problem - it looks like some people had something enabled on their account that sorted out VPN issues. Could this be the same solution for me?

Re: Work VPN blocked by router

Debbie-TalkTalk — Tue, 19 Dec 2023 10:01:11 GMT

Hi wilburcat

Thanks for your reply.

We don't make changes to the account, we have changed the firmware previously if they were on a firmware version which had issues with VPN.