topic Re: VPN will not connect in Broadband

VPN will not connect

Jb6789 — Tue, 24 Sep 2024 15:17:56 GMT

My work laptop will not connect. The IT dept have been through everything to identify the issue and we have excluded all other possibilities. They told me the issue was caused by an update to my router? They told me to contact Talktalk to ask for the firmware to be downgraded to allow the VPN to connect. Can a technician help with this please? Thanks

Re: VPN will not connect

KeithFrench — Tue, 24 Sep 2024 15:22:55 GMT

What VPN client is this, is it Cisco AnyConnect? Which make/model of router do you have & what is its current firmware version (go to the router login page & it is shown at the bottom left of the page - no need to login)?

Re: VPN will not connect

Jb6789 — Tue, 24 Sep 2024 15:48:23 GMT

Yes cisco any connect. Its a talktalk router, cant see a model on it

Re: VPN will not connect

KeithFrench — Tue, 24 Sep 2024 20:51:20 GMT

It is on the rear behind a pull up panel normally. I will guess that it is either a Sagemcom 5364 or 5464.

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: VPN will not connect

Anonymous — Wed, 25 Sep 2024 05:47:03 GMT

Morning,

Can you please update your community profile to include your:

Name
TalkTalk 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: VPN will not connect

Jb6789 — Thu, 10 Oct 2024 11:20:18 GMT

I have updated the profile. It has now been almost 3 weeks since Ive been able to use my wifi with my work laptop. 3 lengthy webchats with Talktalk with no outcome. On Tuesday night after almost 1.5h I was told to contact my work IT dept even though I had explained the situation several times. I need the firmware to be downgraded asap.

Re: VPN will not connect

Debbie-TalkTalk — Thu, 10 Oct 2024 11:35:33 GMT

Hi @Jb6789

Thank you for updating your Community Profile.

I've made a change to your router firmware, please can you retest?

Re: VPN will not connect

Jb6789 — Thu, 10 Oct 2024 14:39:43 GMT

There was no change. I turned the router off and on again and now there is no connection on any devices. There is an orange flashing light on the router

Re: VPN will not connect

Jb6789 — Thu, 10 Oct 2024 14:45:07 GMT

Its working now. The vpn has connected. I would love to know what you did that your colleagues failed to do over the past 3 weeks with hours wasted on webchat. They were adamant my work IT dept had to fix it. Thank you, I really appreciate you fixing this

Re: VPN will not connect

ferguson — Thu, 10 Oct 2024 14:52:57 GMT

Basically, there was a bug in the latest update that affected certain users and this has been rolled back for you. A newer, more stable firmware is expected to be released shortly.

Re: VPN will not connect

Debbie-TalkTalk — Fri, 11 Oct 2024 05:45:51 GMT

Hi @Jb6789

I'm glad to hear that this is now working.

As ferguson has advised, this was related to an issue with router FW version 202. This will now be fully resolved in the next firmware coming very soon.