topic Re: Cannot connect to Cisco vpn in Full Fibre

Cannot connect to Cisco vpn

Plees — Wed, 13 Aug 2025 06:35:06 GMT

Hi, I have recently received a new router and cannot connect to my Cisco VPN please can you help. Your help is greatly appreciated

Re: Cannot connect to Cisco vpn

sabelo-TT — Wed, 13 Aug 2025 07:11:56 GMT

Hello there @Plees, have you tried checking on your HomeSafe settings via your MyAccount?

Re: Cannot connect to Cisco vpn

Plees — Wed, 13 Aug 2025 07:27:35 GMT

Hi I've had this issue before and it's to do with the firmware of the router.

Re: Cannot connect to Cisco vpn

sabelo-TT — Wed, 13 Aug 2025 07:33:31 GMT

Thank you for this. Are you able to double check if you are able to login to your router Admin confirm if your router firmware is updated?

Re: Cannot connect to Cisco vpn

Plees — Wed, 13 Aug 2025 07:52:57 GMT

Hi, yes this is not the problem it's the firmware on the router as this issue has happened previously on another router.

Re: Cannot connect to Cisco vpn

sabelo-TT — Wed, 13 Aug 2025 07:55:28 GMT

Thank you for this. Let me investigate on my end @Plees as I will get back to you once done. 🙂

Re: Cannot connect to Cisco vpn

sabelo-TT — Wed, 13 Aug 2025 07:57:39 GMT

@Plees, just to double check, I noticed that one of our latest routers was sent to you a few days back. Can you confirm if you have successfully received this?

Re: Cannot connect to Cisco vpn

Plees — Wed, 13 Aug 2025 08:24:38 GMT

Hi, yes I have received and connected to the new router

Re: Cannot connect to Cisco vpn

sabelo-TT — Wed, 13 Aug 2025 08:41:19 GMT

Thank you for this. With this matter and instance, I will kindly ask for you to get in touch with our Full Fibre department using 03451720074 Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed as our dedicated team will further assist you with the matter.

Re: Cannot connect to Cisco vpn

Plees — Wed, 13 Aug 2025 09:03:43 GMT

Hi when this issue happened a year ago someone from talk talk just downgraded the firmware on the router why can't you do this

Re: Cannot connect to Cisco vpn

sabelo-TT — Wed, 13 Aug 2025 09:09:35 GMT

@Plees, I have just shared a private mesage to you. Kindly have a look into this.

Re: Cannot connect to Cisco vpn

KeithFrench — Wed, 13 Aug 2025 10:04:43 GMT

Hi @Plees

I assume the reason that @sabelo-TT cannot do firmware updates on your router is that the new team are not yet trained or has access to the full fibre systems.

Re: Cannot connect to Cisco vpn

sabelo-TT — Wed, 13 Aug 2025 10:06:10 GMT

@KeithFrench, the issue will need the intervention of our Full Fibre team however, assistance from you would be greatly appreciated. 🙂

Re: Cannot connect to Cisco vpn

KeithFrench — Wed, 13 Aug 2025 10:12:32 GMT

Hi @sabelo-TT

There is nothing I can do about applying firmware updates, as I am just a customer. All I can say is that some people have had problems connecting to Cisco VPNs, possibly with just the latest version V208. It might need rolling back to V206 or before. Your Devices team will know the answer to this; you will need to raise this with @Nicolene-TT, who can pass it to @Lorrainef, who in turn can get the TalkTalk Devices team's input.

I do not have access to this VPN client and so cannot include this in my extensive firmware update testing.

Re: Cannot connect to Cisco vpn

sabelo-TT — Wed, 13 Aug 2025 10:16:26 GMT

Thank you for this.

Re: Cannot connect to Cisco vpn

Plees — Wed, 13 Aug 2025 11:44:40 GMT

Hi can I just check that you have raised this with the people who Keith has mentioned

Re: Cannot connect to Cisco vpn

kanya-TT — Wed, 13 Aug 2025 11:47:35 GMT

Hey there, @Plees. Do you know the type of router you have.

Kanya

Re: Cannot connect to Cisco vpn

kanya-TT — Wed, 13 Aug 2025 11:54:57 GMT

Don't worry, so I will need you to check if the Firewall settings are set for VPN.

Configuring Firewall Settings on TalkTalk Wi-Fi Hub 3

1. Access the Router's Admin Interface

Connect to Your Network: Make sure your device is connected to the TalkTalk Wi-Fi Hub 3, either via Wi-Fi or Ethernet.
Open a Web Browser: Launch a web browser on your device.
Enter the Router's IP Address: Type 192.168.1.1 into the address bar and press Enter. This is the default IP address for the TalkTalk Wi-Fi Hub 3.

2. Log In to the Router

Enter Credentials: You will be prompted to log in. The default username is usually admin, and the password is either printed on the back of the router or set by you during the initial setup. If you have changed these credentials, use your custom login details.

3. Navigate to Firewall Settings

Find the Firewall Section: Once logged in, look for a section labeled "Security" or "Firewall" in the menu. This may vary slightly depending on the firmware version.
Check Firewall Status: Ensure that the firewall is enabled. This is important for protecting your network.

4. Adjust Firewall Rules

Port Forwarding: If your VPN requires specific ports to be open (like UDP 500 and UDP 4500 for IPsec), you may need to set up port forwarding:
- Look for a section labeled "Port Forwarding" or "Virtual Servers."
- Add a new rule for the required ports, specifying the protocol (UDP) and the internal IP address of the device you are using for the VPN.
DMZ (Optional): If you continue to have issues, you can temporarily place your device in the DMZ (Demilitarized Zone) to bypass the firewall. However, this should only be a temporary measure for troubleshooting.

5. Save Changes

After making any changes, ensure you save the settings. There may be a "Save" or "Apply" button at the bottom of the page.

6. Restart the Router

It’s a good idea to restart your router after making changes to ensure they take effect. You can do this by unplugging the router for a few seconds and then plugging it back in.

Kanya

Re: Cannot connect to Cisco vpn

KeithFrench — Wed, 13 Aug 2025 12:02:25 GMT

Hi @kanya-TT @sabelo-TT

It will either be the Sagemcom 5364 or 5464 and I am sure the firewall level has been checked before it was rolled back previously.

Re: Cannot connect to Cisco vpn

Plees — Wed, 13 Aug 2025 12:04:09 GMT

All I can say is that some people have had problems connecting to Cisco VPNs, possibly with just the latest version V208. It might need rolling back to V206 or before. This is what Keith said earlier can't you just do the above