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GlobalProtect VPN Causing Other Devices to Not be able to Connect to Internet

jonwills
Team Player
Message 17 of 17

Hi,

Router: Sagemcom FAST5364 3.00

Software Version: SG4K10002816t

 

We have the above router and when my wife connects to her work's VPN (supplied by GlobalProtect) it causes other devices on the network to disconnect from the Internet. I understand for another post that there may be a Firmware upgrade that can be sent to rectify this problem on our router.

 

Many thanks

 

Jon

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16 REPLIES 16

Message 1 of 17

Hi Jon

 

I'm so glad to hear this, thanks for letting us know 🙂

 

Debbie

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jonwills
Team Player
Message 2 of 17

Hi,

 

The new router is installed. It seems to have solved the issue with the Global Protect VPN, in that connectivity now seems to remain with the other devices on the system.

 

Many thanks

 

Jon

Message 3 of 17

Hi Jon

 

No problem and I'm sorry again for the delays.

 

Please let us know how you get on.

 

Thanks

 

Debbie

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jonwills
Team Player
Message 4 of 17

Wonderful. Thank you. 

Message 5 of 17

Hi Jon

 

The router is now showing as dispatched and you should receive this within the next 24-48hrs.

 

Thanks

 

Debbie

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Message 6 of 17

Hi Jon

 

No problem, I will keep you updated as soon as I receive further information.

 

I have asked our Warehouse Team to escalate the router order.

 

Thanks

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jonwills
Team Player
Message 7 of 17

Thank you.

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Message 8 of 17

Hi Jon

 

I'm really sorry about this.

 

I have escalated this to our Warehouse Team and I will post back as soon as I receive further information.

 

Thanks

 

Debbie

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jonwills
Team Player
Message 9 of 17

Hi Chris,

 

I haven't received the planned replacement Router yet. I can see it on my account page but there's no further details. I've attached an image. It may just be volume of work but I wanted to raise it incase it's got stuck in the system.

 

Many thanks

 

Jon

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Message 10 of 17

No problem Jon 🙂

Chris

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jonwills
Team Player
Message 11 of 17

Thank you for your extremely prompt response and (hopefully, good) solution.

 

Jon

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Message 12 of 17

I've ordered the router, it should be with you within a couple of days but please allow up to 5 working days for delivery


Chris

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jonwills
Team Player
Message 13 of 17

Hi Chris,

 

That would be awesome if the firmware thing isn't going to do it. It'll be 'fun' reconnecting everything but that's ok if it solves this problem.

 

Many thanks

 

Jon

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Message 14 of 17

OK thanks Jon, I can send a different make and model of router to test with, would you like me to arrange this?

Chris

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jonwills
Team Player
Message 15 of 17

Hi Chris,

 

The VPN works fine and always has. The problem with other devices ceasing to work has existed since we started working from home. We've just managed it, her switching it off to change the Smart Heating... Today I'm also trying to work from home and am having to run off a Hotspot on my phone because none of my computers will connect. I decided to do something about it. Found another post with exactly the same problem which was solved with a update to the Router. I have the same router and Firmware version as they had.

 

Sorry for the epistle.

 

Jon

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Chris-TalkTalk
Support Team
Message 16 of 17

Hi Jon,

 

Has the VPN ever worked, is this a new problem?

Chris

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