Can’t connect to work VPN

[deannatalie17]

I cannot connect to my work VPN no matter what I do. 

I have been on the phone to the service team who have ‘turned off home safe’, yet this has done nothing and then I was told to contact my service provider. 

the service provider team spent hours looking into what the issue could be and found nothing.

after reading the posts on here, it seems like my firmware may need to be updated? How can I go about this please and how can I get my VPN to work? Please help!

[Debbie-TalkTalk]

Hi deannatalie17

Were you experiencing this issue previously or only the issue with VPN?

Ok, please can you power down the router for a full 30 minutes and then retest?

[deannatalie17]

Yes that is correct

[Debbie-TalkTalk]

Hi deannatalie17

That's great, thanks for confirming 🙂

Just to confirm, are you now receiving a DNS error?

[deannatalie17]

Hi Debbie. 

thanks for this, the VPN has now connected, 

However I’m not having issues with the DNS server not responding.

any help would be really appreciated !

thank you

[Debbie-TalkTalk]

Hi deannatalie17

Apologies for this.

I've made a change to your router firmware, please can you retest?

Thanks

Debbie

[Divsec]

Hi @deannatalie17 they will reply on this thread, never by phone.

You should get an email notifying but you don't get through by replying to the email directly. 

[deannatalie17]

How will I be contacted please?

[Divsec]

Hi @deannatalie17 you're right, the team here can help but they need to identify your account so please add your landline phone number to your community profile (not in this thread please) and I'm sure you will hear from them tomorrow.