topic Re: No access to PPTP in Fibre

No access to PPTP

Bear952 — Mon, 13 Mar 2023 21:06:06 GMT

I am hoping you can provide some assistance with regards to my work VPN.

I am not able to get access to PPTP on our router which is causing difficulty with my employer.

When we first moved over to TalkTalk from another provider I was able to gain access now this isn't the case.

We have been in touch with customer services several times to no avail including changing the router which hasn't solved the problem. I have been in touch with the IT department at work and there are no issues at their end.

Please help!

Re: No access to PPTP

Skynet_TX — Mon, 13 Mar 2023 21:24:09 GMT

Hi @Bear952,

If you have the Sagemcom Wi-Fi Hub then this could be related to the version of firmware running on the router, the support team here would be able to check that, and if necessary could change the firmware to a different version that is more reliable with VPN connectivity.

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

Your name
Landline telephone number that your TalkTalk service is provided on (this is shown in ‘My Account’) OR add your account number to the ‘private notes’ section if you have Full Fibre with no landline
An alternative contact number

This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: No access to PPTP

Debbie-TalkTalk — Tue, 14 Mar 2023 06:47:36 GMT

Hi Bear952

I'm sorry to hear this.

I will need to make a change to your router firmware but we are experiencing an issue with the firmware updates failing at the moment. Our Devices Team are working to fix this.

Please can you keep your router powered up and I will keep trying to update your router firmware.

Thanks

Re: No access to PPTP

Bear952 — Tue, 14 Mar 2023 09:01:56 GMT

Thank you, yes we have the Sagemcom.

Re: No access to PPTP

Bear952 — Tue, 14 Mar 2023 09:03:12 GMT

Hi, thank you, we really appreciate your help with this.

Re: No access to PPTP

Debbie-TalkTalk — Tue, 14 Mar 2023 09:04:24 GMT

Hi Bear952

No problem. I will post back on this thread to confirm once the firmware has been updated.

Debbie

Re: No access to PPTP

Debbie-TalkTalk — Thu, 16 Mar 2023 06:32:17 GMT

Hi Bear952

The update is still failing, I'm really sorry about this.

I will speak to our Devices Team again and I will post back on this thread.

Re: No access to PPTP

Debbie-TalkTalk — Mon, 20 Mar 2023 06:32:20 GMT

Hi Bear952

Our Devices Team have advised that updates on the firmware update should now be available within the next 2 weeks. We are currently still experiencing issues updating the router firmware.

Thanks

Re: No access to PPTP

Bear952 — Tue, 21 Mar 2023 13:05:27 GMT

Thanks for the update Debbie.

I look forward to resolving the issue within the next two weeks 🙂

Re: No access to PPTP

Debbie-TalkTalk — Tue, 21 Mar 2023 13:08:00 GMT

Hi Bear952

I will post back here as soon as I receive further updates.

Thanks

Debbie

Re: No access to PPTP

Debbie-TalkTalk — Wed, 22 Mar 2023 10:24:19 GMT

Hi Bear952

Your router firmware has now updated to version 158.

Thanks

Debbie

Re: No access to PPTP

Bear952 — Wed, 22 Mar 2023 14:55:55 GMT

Hi Debbie, I now have access which is brilliant.

Thank you so much for your help ☺️

Re: No access to PPTP

Debbie-TalkTalk — Wed, 22 Mar 2023 14:58:06 GMT

Hi Bear952

I'm so glad to hear this 🙂

Thanks

Debbie