topic VPN in Fibre

VPN

Judes45 — Fri, 10 Feb 2023 20:20:36 GMT

Desperately seeking help! I cannot connect to my Vpn ever since I changed to TalkTalk fibre. I was previously with Virgin media and had no problem there. I have tried several times with tech support on phone (very stressful!!), and no one can help!!!!! I had another try today, but was told they cannot help me, so I’m at the point of cancelling my contract as I need to be able to work from home. Any ideas anyone? Thank you

Re: VPN

ferguson — Fri, 10 Feb 2023 20:44:00 GMT

Which router do you have and which firmware version is it? If you can identify that the support team here should be able to help.

Make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond. Bear in mind that they won't be back online until Monday.

Re: VPN

Judes45 — Sat, 11 Feb 2023 10:17:18 GMT

Thank you. I have the WiFi hub2 (Fast 5464-1.T4) Version SG4K100136. Don’t know if that’s the correct info?! I’ve completed my profile & await a response from Tech support. Thanks again.

Re: VPN

ferguson — Sat, 11 Feb 2023 12:55:27 GMT

Yep, that is a suitable case for updating.

Re: VPN

Chris-TalkTalk — Mon, 13 Feb 2023 07:33:25 GMT

Hi Judes45,

Would you like me to update your router firmware now, it can take up to 10 minutes to complete?

Chris

Re: VPN

Judes45 — Tue, 14 Feb 2023 20:17:00 GMT

Yes please! Will this fix it? Thank you 🙏

Re: VPN

Debbie-TalkTalk — Wed, 15 Feb 2023 06:27:40 GMT

Hi Judes45

Sorry for the delay.

Your router firmware has updated, please can you retest?

Thanks

Debbie

Re: VPN

Judes45 — Wed, 15 Feb 2023 19:05:09 GMT

Tested tonight and unfortunately still not working😟. Is there something else to try to resolve?

Re: VPN

Debbie-TalkTalk — Thu, 16 Feb 2023 06:34:12 GMT

Hi Judes45

I'm really sorry to hear this.

Please can you try powering down the router for a full 30 minutes and then testing again?

Thanks

Re: VPN

Judes45 — Thu, 16 Feb 2023 22:55:30 GMT

Unfortunately,, this has not worked. Please advise what next. I need to be able to work from home..

Re: VPN

Anonymous — Fri, 17 Feb 2023 06:18:38 GMT

Morning,

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

Re: VPN

Judes45 — Fri, 17 Feb 2023 09:35:00 GMT

Ok we’ll try that, thanks.

Re: VPN

Debbie-TalkTalk — Fri, 17 Feb 2023 09:37:13 GMT

Hi Judes45

I'm just sending you a Private Message.

Thanks

Re: VPN

Anonymous — Fri, 24 Feb 2023 06:29:18 GMT

Morning,

Thanks for the PM and the update and please let us know if you need any further assistance.

Thanks