Firmware update - VPN and Ring doorbells not working now!

[Deanoholden]

Hi,

At about 1.30am last night, my router restarted. On restart neither my VPNs or Ring doorbell/chime work now unless I drop the Firewall settings down from High to Medium on the router. 

It looks like I've got the same firmware update that everyone else on here has issues with - SG4K100158.

I guess there are going to be a lot of people with Ring doorbells not working. What has specifically changed to cause this?

[Michelle-TalkTalk]

Hello,

UPDATE - Your router firmware has now updated to V174. This should resolve the firewall issue. Please let us know if you experience any further issues.

Thanks

[Debbie-TalkTalk]

Hi Deanoholden

Thanks for your reply.

This issue has been raised to our Devices Team and they are currently looking into this.

Debbie

[Deanoholden]

Hi @Debbie-TalkTalk 

That was the point of my post in the first place. I've always had it set to 'high' without any issues until the recent firmware update (I said in my original post that "I saw in another post a suggestion to lower the firewall settings, which I did to medium, and hey presto both the VPN then worked again and my Ring doorbell and chime came online again on the Ring app and website. If I put the firewall back to high where all previously worked, they block again.")

Thanks,

[Deanoholden]

Hi @KeithFrench ,

I've done the 30 minutes restart and setting the firewall to high again blocked the VPN and doorbell, so I've put back to Medium.

I can't do the factory reset at the moment though as I've lots of port configuration in there for work equipment. I'd need to back all those settings up first so that might take me another day or two. Things are still working with the setting at medium though in the meantime.

Thanks,

[Debbie-TalkTalk]

Hi Deanoholden

I'm really sorry about this.

Your router has the correct firmware version. Could you try changing the firewall setting to medium and then retesting?

[KeithFrench]

Let me know the outcome & I will take the required action on your befalf.

[Deanoholden]

I use the Torguard VPN client on both Mac and Android mobile. Both would just sit on 'connecting' rather than jumping to 'auth' and then 'connected' as I'd usually expect. If I used my mobile 4G connection instead the VPN connected straight away and then only failed again when I switched back through my TalkTalk connection (until I lowered the firewall).

I did have a VPN issue with a previous Firmware update (I assume the one you're talking about as it was affecting my work's Windows laptop and the VPN on there) but that was backdated for me to the previous version so I didn't have those issues again after I raised the issues on here. 

I know you haven't one to test, but the Ring doorbell thing could do with being looked into; vulnerable folk like my parents could now have a broken doorbell without any way of knowing how to fix it or even knowing it isn't currently working. I've never lost connectively to it in over 18 months of having it, so I'd be surprised if it wasn't linked to the update for it to happen at the same time.

I'm not at home now until tomorrow, but I'll try powering down the router then as suggested.

Thank you.

[KeithFrench]

I am not aware of any VPN issues currently, every client I have works OK on V158 on the 5364. This version actually fixed a long-standing VPN issue, affecting the Windows inbuilt VPN client. What VPN client are you using? 

When I know which VPN client you are using, if I have the same one, I'll test it myself. I haven't heard of any Ring doorbell issues at all (I don't have one to try).

Please can you try powering the router off for a minimum of 30 mins & if that does not fix it, try a factory default of the configuration.

When I know the full details, I will pass this over to the TalkTalk products team to investigate. They won't be available until after the weekend anyway.

[Deanoholden]

I think it's the former as it says "Sagemcom" on the back of the router and my hardware version is FAST5364 3.00.

I'd already noticed my VPN wasn't working first thing. And then the postie came saying the doorbell wasn't working. When I checked the Ring doorbell status I could see that it and the separate chime both went offline at 1.38am last night (according to the app that's when they were last 'seen'). I when through the setup to reconnect them to wifi, which said it worked, but the Ring website and app still couldn't see them as online. 

I logged into the router to check if that was all connected up fine. It said those two devices were connected to wifi, so I had a quick look in the logs and saw the router had several system logs at exactly the same time (1.38am) they had gone offline. I checked the firmware and saw it had updated so it was too much a coincidence for that and the overnight timing not to be related. I saw in another post a suggestion to lower the firewall settings, which I did to medium, and hey presto both the VPN then worked again and my Ring doorbell and chime came online again on the Ring app and website. If I put the firewall back to high where all previously worked, they block again.

Edit: Also - same with the Roblox games my daughter plays. She could log into the Roblox app no problems, but couldn't play any of the actual games today until I'd lowered the firewall, although I'm not ruling out just coincidence there and a glitch on their side. 

[KeithFrench]

V158 does not have many new issues currently, depending on the actual router that you have - the Sagemcom FAST 5364 or 5464 (Hub 2) and its hardware revision. Which one of these do you have & what is its hardware revision? Please can you elaborate on the doorbell issues?