topic Re: Problem with Firewall (Whatsapp, VPN, UDP based) in Fibre

Problem with Firewall (Whatsapp, VPN, UDP based)

jon48 — Sun, 19 Feb 2023 11:47:16 GMT

Good morning,

I seem to be facing the same issue as I already have last year (https://community.talktalk.co.uk/t5/Fibre/Problem-with-Firewall-WhatsApp-VPN-MS-Teams/m-p/2885880#M363256) where I am not able to use correctly some applications (which I suspect UDP-based) since yesterday around 2pm:

- WhatsApp takes a long time to seemingly connect, but no message are sent or received

- The VPN to connect to my company has to fallback to a degraded mode in order to connect

- a few other applications fails to initiate connections.

I don't know if there has been a firmware update around that time, but I have already tried to restart the router. Like last time, downgrading the Firewall level from High to Medium fixes the issue.

The current firmware version of my router is SG4K100158

Thanks.

Jonathan

Re: Problem with Firewall (Whatsapp, VPN, UDP based)

KeithFrench — Sun, 19 Feb 2023 13:37:18 GMT

Crucially is this the Sagemcom 5364 or 5464 (Hub 2? The same firmware version is used on both routers. As far as I can test, there shouldn't be any VPN issues with the 5364, but there are with the 5464.

Re: Problem with Firewall (Whatsapp, VPN, UDP based)

jon48 — Sun, 19 Feb 2023 14:28:42 GMT

This is the Sagemcom FAST5364 3.00 though.

VPN is not the only system not working correctly (I tested it just to confirm if that was affected or not), WhatsApp was actually the most obvious one.

I am making the connection with my previous experience last year, because the symptoms are very similar, and the same workaround fixes the issue (but of course, I do not want to stay with the "Medium" firewall level)

Re: Problem with Firewall (Whatsapp, VPN, UDP based)

KeithFrench — Sun, 19 Feb 2023 15:06:09 GMT

Thanks for that. 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. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

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 then click 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: Problem with Firewall (Whatsapp, VPN, UDP based)

Karl-TalkTalk — Mon, 20 Feb 2023 06:47:41 GMT

Hi @jon48

Can you log into the router and set the router firewall to Medium and see if that allows whatsapp through.

Thanks

Karl.

Re: Problem with Firewall (Whatsapp, VPN, UDP based)

jon48 — Mon, 20 Feb 2023 08:29:03 GMT

Hello,

As mentioned in my previous messages, setting the Firewall to Medium fixes all the application issues I reported (including Whatsapp), and I have been using that setting since yesterday as a temporary workaround.

I however see it only as temporary and would like to come back to the High setting when possible, as it was before.

Thanks

Re: Problem with Firewall (Whatsapp, VPN, UDP based)

Karl-TalkTalk — Mon, 20 Feb 2023 08:34:05 GMT

Our device manager has advised that medium is the correct firewall setting, and in some cases, this is being changed to high during the firmware update, so is looking into this now.

Thanks

Karl.

Re: Problem with Firewall (Whatsapp, VPN, UDP based)

Anonymous — Tue, 28 Mar 2023 10:55:41 GMT

Hello,

UPDATE - Your router firmware has now updated to V174. This should resolve the firewall issue. Please let us know if you experience any further issues.

Thanks