For queries about your TalkTalk broadband service.
on 01-12-2021 01:38 PM
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
on 22-12-2021 06:53 AM
Hi Jon
I'm so glad to hear this, thanks for letting us know 🙂
Debbie
on 21-12-2021 04:59 PM
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
on 14-12-2021 07:25 AM
Hi Jon
No problem and I'm sorry again for the delays.
Please let us know how you get on.
Thanks
Debbie
on 14-12-2021 07:22 AM
Wonderful. Thank you.
on 14-12-2021 07:19 AM
Hi Jon
The router is now showing as dispatched and you should receive this within the next 24-48hrs.
Thanks
Debbie
on 13-12-2021 01:14 PM
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
on 13-12-2021 01:09 PM
Thank you.
on 13-12-2021 12:52 PM
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
on 13-12-2021 11:57 AM
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
on 01-12-2021 02:18 PM
No problem Jon 🙂
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
on 01-12-2021 02:09 PM
Thank you for your extremely prompt response and (hopefully, good) solution.
Jon
on 01-12-2021 02:03 PM
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
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
on 01-12-2021 01:55 PM
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
on 01-12-2021 01:52 PM
OK thanks Jon, I can send a different make and model of router to test with, would you like me to arrange this?
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
on 01-12-2021 01:47 PM
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
on 01-12-2021 01:42 PM
Hi Jon,
Has the VPN ever worked, is this a new problem?
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences