Cannot connect to VPN

[Jeneveabb1]

Hi. I have been asked to create a post on here by my colleague about not being able to connect to the VPN using the ASDL router. Please could someone help?

Thanks

[Karl-TalkTalk]

No Problem 🙂

I'll also send you a quick PM about our interaction today.

Karl 

[Jeneveabb1]

it works thank you!

[Karl-TalkTalk]

Hi

Can you test your VPN now please.

Karl.

[Jeneveabb1]

Hi. I have updated that now

[Karl-TalkTalk]

Hi

You can add it to the alternative number field.

Karl.

[Jeneveabb1]

Hi Karl,

I am not sure where to put the account number in. Is it in the alternative number section?

Thanks

[Karl-TalkTalk]

Hi

Can you add the account number to your 'Community Profile'  do not post it publicly.

Karl.

[Jeneveabb1]

Yes I have it. Do you want me to send it here?

[Chris-TalkTalk]

Do you know the account number?

Chris

[Jeneveabb1]

Hi Chris. 

My sister has the TalkTalk account under her but she doesn't want t deal with this. We don't have a landline number that I know about so if you know where I was to find it that would be much appreciated.

Thanks

[Chris-TalkTalk]

Thanks for updating your profile but could you also please add your TalkTalk landline telephone number so that we can locate you on our systems

Chris

[Jeneveabb1]

Hi Just updated this now

[Chris-TalkTalk]

OK, can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

[Jeneveabb1]

It is the TalkTalk WiFi hub "FAST5364-3.T8" is this the information needed?

[Chris-TalkTalk]

OK thanks, which router do you have?

Chris

[Jeneveabb1]

Hi. It comes up saying unknown error.

[Chris-TalkTalk]

Hi jeneveabb1,

Could I just ask, what happens when you try to connect to the VPN, do you get an error message?

Chris