topic Re: WORKING FROM HOME VPN ISSUES in Full Fibre

WORKING FROM HOME VPN ISSUES

NellyCath — Tue, 30 May 2023 15:36:00 GMT

Hello,

Since moving to my new router and full fibre broadband I cannot access my work VPN. I've been on a help chat for over an hour but no help can be provided? I find this really hard to believe?

I've read on other posts on here that firmware updates have been carried out on routers that have helped?

Surely I'm not alone......help?! Please?!

Many thanks

Cath

Re: WORKING FROM HOME VPN ISSUES

ferguson — Tue, 30 May 2023 15:41:33 GMT

Which router do you have? If you would like the support team to look into this for you 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.

Re: WORKING FROM HOME VPN ISSUES

NellyCath — Tue, 30 May 2023 15:48:20 GMT

Hello!

There's no make/model on the router - it's a black one with all the holes in?

On my laptop the description is Inter (R) Wireless -AC 9560 160 MHz but I don't know if this is the router? Not very IT savvy!

I'd love the team to help but I think I've exhausted the last one!! My details are on the account.

Re: WORKING FROM HOME VPN ISSUES

ferguson — Tue, 30 May 2023 16:00:57 GMT

OK, it sounds like a Sagemcom Hub in which case there is a plastic tab on the back which you can remove and check the model on the label beneath. But I think you have told us enough, thanks.

Re: WORKING FROM HOME VPN ISSUES

NellyCath — Tue, 30 May 2023 16:08:56 GMT

Yep that's the one 🙂 They used to have the makes and models on the back.....

Thanks

Re: WORKING FROM HOME VPN ISSUES

ferguson — Tue, 30 May 2023 16:41:59 GMT

Can you login to your router interface at http://192.168.1.1/? That will tell you the make/model and current firmware version.

EDIT: In fact you don't even actually need to login, that link will bring up the details.

Re: WORKING FROM HOME VPN ISSUES

NellyCath — Tue, 30 May 2023 16:51:17 GMT

TalkTalk Wi-Fi Hub 2
version SG4K100158

Is that the right info?

Re: WORKING FROM HOME VPN ISSUES

ferguson — Tue, 30 May 2023 18:09:55 GMT

It is, thank you . But it should work with most VPNs, which one are you using?

Re: WORKING FROM HOME VPN ISSUES

NellyCath — Wed, 31 May 2023 09:36:47 GMT

image removed for security.

Re: WORKING FROM HOME VPN ISSUES

ferguson — Tue, 30 May 2023 19:13:03 GMT

OK, thanks again. This is where my knowledge ends, so please wait for the support team to pick this up.

Re: WORKING FROM HOME VPN ISSUES

NellyCath — Tue, 30 May 2023 19:26:07 GMT

Thank you for getting me this far!

Re: WORKING FROM HOME VPN ISSUES

Debbie-TalkTalk — Wed, 31 May 2023 05:30:00 GMT

Hi NellyCath

I'm sorry to hear this.

I've checked and your router has the correct firmware version that should work with VPN.

What level is the firewall set to? (in the router settings)

Thanks

Debbie

Re: WORKING FROM HOME VPN ISSUES

NellyCath — Wed, 31 May 2023 06:25:18 GMT

Hi Debbie

I've gone through the link below to look at my router but I can't see anything to mention firewall in the settings.

Can you advise where to look in case I'm in the wrong place please?

Many thanks

Re: WORKING FROM HOME VPN ISSUES

Debbie-TalkTalk — Wed, 31 May 2023 06:43:05 GMT

Hi NellyCath

If you log into the router admin page (password on the back of your router) under the settings there should be an option for firewall.

Open your browser and type in 192.168.1.1 to go to the router admin page
Login with your router username and password. You’ll find these on the sticker underneath the removable settings card on back of your Wi-Fi Hub. If your router doesn't have a sticker, your default username and password will be set to 'Admin'.

Re: WORKING FROM HOME VPN ISSUES

mrwrighty — Wed, 31 May 2023 09:38:56 GMT

Can I suggest you remove that screen shot of your VPN connection. You have exposed both the VPN host and your username. If you need to post such content then obfuscate the details.

Can you also login to your online account and ensure that Scam protection is turned off. This will block VPN connections in some instances. With Scam Protection turned on I was unable to do remote support with my clients.

Re: WORKING FROM HOME VPN ISSUES

NellyCath — Wed, 31 May 2023 11:22:12 GMT

Thanks for the heads up - looks like It's been removed already! Phew!

I've already removed the scam protection and re-tried yesterday but the VPN still wouldn't work.

I'm going to try the firewall as per Debbie's suggestion once I am back home and on that network. I couldn't find 'firewall' in the device settings but ran out of time this morning!

Thanks again!

Re: WORKING FROM HOME VPN ISSUES

NellyCath — Wed, 31 May 2023 11:22:54 GMT

Thanks - I still couldn't see it but needed to head to work so will try tonight once I am back home!

Cath

Re: WORKING FROM HOME VPN ISSUES

Karl-TalkTalk — Wed, 31 May 2023 11:27:44 GMT

OK, let us know how you get on. The default firewall level is medium.

Karl

Re: WORKING FROM HOME VPN ISSUES

mrwrighty — Wed, 31 May 2023 11:34:48 GMT

Nothing should be blocked for outgoing connections so not sure what you will find in the firewall that might be causing this.

Also as this is a 3rd party VPN tool there maybe other issues to review..

Re: WORKING FROM HOME VPN ISSUES

NellyCath — Fri, 02 Jun 2023 16:49:09 GMT

Looks like it's all working fine now!

Thanks so much for all your help.