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!

[Michelle-TalkTalk]

Hello,

How are you getting on? Do you still need assistance with this?

Thanks

[Chris-TalkTalk]

OK thanks. I think we'll need to test with another router, would you like me to send one?

Chris

[deannatalie17]

Hi Chris. 

the light is still white on the router

[Chris-TalkTalk]

Sorry to hear that, have you noticed if the light changes on the router when you get the DNS error?

Chris

[deannatalie17]

Hi Chris, 

had dodgy connection over the weekend, still getting DNS server error message.

please help! 

[Chris-TalkTalk]

That's great, thanks for letting me know 🙂

Chris

[SimonSimonSimon-Hiya!]

Why is it have I posted a new discussion on the same topic and it doesn't appear on the forum?

[deannatalie17]

Hi Chris

this has worked.

thank you! 

[Chris-TalkTalk]

no, it shouldn't delete the firmware

[deannatalie17]

Hi Chris 

if i restore to factory settings will it delete the firmware that was downloaded yesterday to help with access to my VPN?

[Chris-TalkTalk]

OK, could you reset the router to factory default settings - Restore your router to factory settings - TalkTalk Help & Support

Please let us know how you get on

Chris

[deannatalie17]

Hi Chris 

It’s the main talk talk wifi we are having issues with. We have an extender but aren’t connected to it. 

[Chris-TalkTalk]

And you get the same wifi adapter error on all devices?

Do you have a wifi extender?

Chris

[deannatalie17]

Yes I cannot connect to the internet on any devices 

[Chris-TalkTalk]

Hi deannatalie17,

Are you seeing this error on all devices?

Chris

[deannatalie17]

Hi Debbie,

I’m now getting an error message saying there may be an error with the wifi adaptor? 

[Debbie-TalkTalk]

Hi @AdamCastle

Apologies for this.

Please can you create a new topic/thread. I can then take a look at this for you.

Thanks

Debbie

[AdamCastle]

Hi, I'm having the same problem with connecting to a VPN, I've just spoken to someone on Live Chat but they sent me an article about port forwarding which I've now realised isn't the issue. Are you able to assist?

[Debbie-TalkTalk]

Hi deannatalie17

Thank you. Please let us know how the connection is following the 30-minute power down of the router.

[deannatalie17]

Hi Debbie,

now experiencing this outside of the VPN on all computers, only started half an hour ago.

i will power down now and retest.