topic Re: I cannot connect to my work vpn in Broadband

I cannot connect to my work vpn

HelenRapacioli — Sun, 22 Sep 2024 10:49:09 GMT

I have been on with a talktalk agent for the past hour trying to solve this with no success can anyone help please - i just keep on being told talktalk do not block vpn. However I can access it fine using hotspot or other network providers? If it is in my admin settings just tell me what i need to do - thank you

Re: I cannot connect to my work vpn

KeithFrench — Sun, 22 Sep 2024 14:08:05 GMT

TalkTalk as you have been told, does not block VPN clients, but there are currently issues with the Cisco AnyConnect client. What make/model of TalkTalk router do you have & which firmware version is it running (probably 174 or 202)?

What sort of device are you running the VPN client on?

Re: I cannot connect to my work vpn

HelenRapacioli — Sun, 22 Sep 2024 14:56:51 GMT

Hi Keith - I have no idea what router it is - just the one talk talk send out - how can I tell? Just trying to connect my laptop to work server

Re: I cannot connect to my work vpn

KeithFrench — Sun, 22 Sep 2024 15:02:57 GMT

If you look at the back of it, there is probably a plastic pull-up panel. Pull that out & there is a label behind that, which will tell you. To get the firmware version all that you normally need to do is to go the login page(http://192.168.1.1) of the router's UI (there is no need to log into it). Then look at the bottom left of the page where it might say something like version SG4K100174.

Re: I cannot connect to my work vpn

HelenRapacioli — Sun, 22 Sep 2024 19:46:09 GMT

Hi - yes that’s exactly it SG4K100174

Re: I cannot connect to my work vpn

KeithFrench — Sun, 22 Sep 2024 20:57:17 GMT

OK, thanks for that. I assume that you are using the Cisco VPN?

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: I cannot connect to my work vpn

Debbie-TalkTalk — Mon, 23 Sep 2024 06:18:36 GMT

Hi @HelenRapacioli

Please can you add your TalkTalk landline or account number to your Community Profile, I can then take a look at this for you.

Thanks

Debbie

Re: I cannot connect to my work vpn

HelenRapacioli — Mon, 23 Sep 2024 08:13:43 GMT

You are an absolute star Keith, Debbie profile information includes these details

thank you

Re: I cannot connect to my work vpn

KeithFrench — Mon, 23 Sep 2024 08:17:14 GMT

Hi @HelenRapacioli

I hope that @Debbie-TalkTalk sorts it for you, all of their team are very good on here.

Re: I cannot connect to my work vpn

Debbie-TalkTalk — Mon, 23 Sep 2024 08:20:33 GMT

Hi @HelenRapacioli

Please can you also add your TalkTalk account or landline number to your Community Profile so I can locate your account details.

Thanks

Re: I cannot connect to my work vpn

HelenRapacioli — Mon, 23 Sep 2024 11:26:57 GMT

Hi Debbie my landline number is there in profile?

Re: I cannot connect to my work vpn

Debbie-TalkTalk — Mon, 23 Sep 2024 11:28:48 GMT

HI @HelenRapacioli

Apologies, I can only see 2 different mobile numbers. Could you delete 1 mobile number and add the landline?

Re: I cannot connect to my work vpn

HelenRapacioli — Mon, 23 Sep 2024 15:14:03 GMT

Any update Debbie as keen to work from home tomorrow! Thank you

Re: I cannot connect to my work vpn

HelenRapacioli — Mon, 23 Sep 2024 15:15:12 GMT

Number starting 01753 is a landline number????? Number starting 07749 is mobile

Re: I cannot connect to my work vpn

Debbie-TalkTalk — Tue, 24 Sep 2024 05:49:45 GMT

Hi @HelenRapacioli

Thank you. I can see that your router firmware has already been changed, please can you retest again?

Re: I cannot connect to my work vpn

HelenRapacioli — Tue, 24 Sep 2024 08:05:15 GMT

Hi have retested and still cannot connect. I can connect to vpn today from home by mobile data thus is definitely the router causing the issue.

Re: I cannot connect to my work vpn

Debbie-TalkTalk — Tue, 24 Sep 2024 08:09:33 GMT

Hi @HelenRapacioli

Your router firmware is showing the correct version which should work with VPN.

Could you send me a Private Message with the serial number from the back of your router please?

Re: I cannot connect to my work vpn

Debbie-TalkTalk — Tue, 24 Sep 2024 08:46:56 GMT

Hi @HelenRapacioli

Thanks for the Private Message.

Your router does have the correct firmware version 174. The reported issues with VPN not working was with version 202.

Could you try rebooting the router for me please?

Re: I cannot connect to my work vpn

HelenRapacioli — Tue, 24 Sep 2024 15:33:57 GMT

Hi - rebooted and still cannot connect to work vpn and still can connect via mobile data …….

Re: I cannot connect to my work vpn

Debbie-TalkTalk — Wed, 25 Sep 2024 06:38:16 GMT

Hi @HelenRapacioli

I'm not sure why it's still not working, I'm really sorry about this.

Could you try a factory reset (pin hole reset) If it's still the same then then next step will be a replacement router.