topic Re: New router wont connect to Cisco VPN on my work laptop in Full Fibre

New router wont connect to Cisco VPN on my work laptop

BenTh — Fri, 27 Feb 2026 06:13:28 GMT

Hi, need urgent help! I've received a new router (Sagemcom FAST 5359) as part of a home move to a full-fibre service. I cannot connect my work laptop which uses a Cisco Anyconnect VPN to access the companies network. I have been speaking to talktalk (lapwing?) who have turned on/off some scam filters but nothing has worked and they are saying it's my companies VPN that's the issue (this works fine with other connections). I have seen similar posts from 2024 in this forum that seem like it's an issue with router firmware. Can anyone help here? Thanks

Re: New router wont connect to Cisco VPN on my work laptop

Philile-TT — Fri, 27 Feb 2026 07:03:47 GMT

@BenTh is the full fibre connection active?

Re: New router wont connect to Cisco VPN on my work laptop

BenTh — Fri, 27 Feb 2026 07:10:17 GMT

Yes it's active, working fine with other devices at home

Re: New router wont connect to Cisco VPN on my work laptop

Philile-TT — Fri, 27 Feb 2026 07:13:56 GMT

@KeithFrench any advise on this?

@BenTh Keith is an expert when it comes to full fibre connections, if he can help, he will advise but if he cannot you will need to contact the full fibre support team. Please wait for @KeithFrench to see this, and he will assist where he can.

Re: New router wont connect to Cisco VPN on my work laptop

KeithFrench — Fri, 27 Feb 2026 09:49:48 GMT

Hi @BenTh @Philile-TT

There were some problems with the previous Hub 2 and a Cisco VPN. I don't have a way of testing this. Do you or your employer's IT dept know which VPN protocol the Cisco VPN client uses? Then I might be able to test another client that uses that protocol.

Re: New router wont connect to Cisco VPN on my work laptop

Philile-TT — Fri, 27 Feb 2026 10:02:27 GMT

Thanks for advising @KeithFrench.

Re: New router wont connect to Cisco VPN on my work laptop

BenTh — Fri, 27 Feb 2026 10:27:23 GMT

Hi Keith, just looked into settings and against protocol it says IKEv2 / IPsec NAT-T

Re: New router wont connect to Cisco VPN on my work laptop

KeithFrench — Fri, 27 Feb 2026 11:00:42 GMT

Hi @BenTh @Philile-TT

IPSec, alas, is the one I cannot check, as there are no free IPSec VPN servers to test against. I would suspect that there could be a bug in the WiFi Hub 3's firmware, but first, I need to make sure that you are using the current firmware. If you go to the router's login page in your browser, typing its IP address of 192.168.1.1 by default, look at the bottom of the page under the login section. The firmware should end in 4A00. Is that the same as yours?

Re: New router wont connect to Cisco VPN on my work laptop

BenTh — Fri, 27 Feb 2026 11:07:14 GMT

Hi Keith,

Just looked, it's different

Firmware Version: SGEK10004200

Re: New router wont connect to Cisco VPN on my work laptop

KeithFrench — Fri, 27 Feb 2026 11:13:40 GMT

Hi @BenTh @Philile-TT

That looks like it is very old firmware, certainly one that I haven't seen before anyway. Please can you reboot your router to see if it will pick up 4A00.

Hi @Nicolene-TT @Lorrainef

This customer has a different firmware version on the WiFi Hub 3 that I haven't seen before (4200). However, it looks older than the one that I believe is the current version, 4A00. Please can this be passed to your Devices team to confirm the current version?

Re: New router wont connect to Cisco VPN on my work laptop

Philile-TT — Fri, 27 Feb 2026 11:15:04 GMT

@KeithFrench I will also pass on the message to @Nicolene-TT .

Re: New router wont connect to Cisco VPN on my work laptop

KeithFrench — Fri, 27 Feb 2026 11:16:30 GMT

Thanks @Philile-TT. I have also just PM'd Lorraine about it as well.

Re: New router wont connect to Cisco VPN on my work laptop

Philile-TT — Fri, 27 Feb 2026 11:17:23 GMT

That great. Thank you @KeithFrench for all your help.

Re: New router wont connect to Cisco VPN on my work laptop

BenTh — Fri, 27 Feb 2026 12:03:24 GMT

Hi Keith, I've tried a reboot and it doesn't pickup any update - still the same firmware

@Philile-TT for info above, could you please tell me what I should do next - do I contact anyone else now to progress this, or wait for a response here from the other people in this thread?

Re: New router wont connect to Cisco VPN on my work laptop

Philile-TT — Fri, 27 Feb 2026 12:19:23 GMT

@BenTh we will be escalating this side, and we will advise you once we have a response.

Re: New router wont connect to Cisco VPN on my work laptop

KeithFrench — Fri, 27 Feb 2026 13:04:14 GMT

Hi @BenTh

In addition to the escalation done by @Philile-TT, I have also escalated this to a contact that I have within TalkTalk. When I hear back, I will update the thread.

Sometimes, doing a factory reset on the router will force a firmware update. You could try that if you want.

Re: New router wont connect to Cisco VPN on my work laptop

mandisa1-TT — Fri, 27 Feb 2026 13:06:28 GMT

Thank you so much for the support @KeithFrench

Re: New router wont connect to Cisco VPN on my work laptop

BenTh — Fri, 27 Feb 2026 15:51:57 GMT

Thanks Keith, I've done a factory reset but unfortunately this hasn't triggered a firmware update either. Thanks for your ongoing help 👍

Re: New router wont connect to Cisco VPN on my work laptop

KeithFrench — Fri, 27 Feb 2026 16:01:42 GMT

Hi @BenTh

My contact in TalkTalk is checking for me now.....

Re: New router wont connect to Cisco VPN on my work laptop

BenTh — Mon, 02 Mar 2026 12:00:03 GMT

Hi all, is there any update to my issue with my router and VPN connection? - when we left this on Friday evening there was an outstanding query regarding my router firmware version that I hadn't been able to update.

Thanks all for your ongoing help, Ben

@Philile-TT @mandisa1-TT

@KeithFrench