I cannot connect to my work vpn

[HelenRapacioli]

I have been on with a talktalk agent for the past hour trying to solve this with no success can anyone help please - i just keep on being told talktalk do not block vpn.  However I can access it fine using hotspot or other network providers?  If it is in my admin settings just tell me what i need to do - thank you

[Michelle-TalkTalk]

Good afternoon,

I'm sorry to hear this. I can see from your thread that you have already tested with a different router. Which VPN client are you using? Have you also contacted your IT department to see if they can offer any advice?

Thanks

Michelle

[HelenRapacioli]

Hi no still cannot connect through router- only using mobile data

[Michelle-TalkTalk]

Hi Helen,

Is your VPN connection still not working?

Thanks

Michelle

[Debbie-TalkTalk]

Hi @HelenRapacioli 

My colleague Karl will have updated your router firmware to the latest version which has the fix for the previous VPN issue.

[HelenRapacioli]

Hi - tried again this morning and still does not connect.  What did you do to router as not sure you have details?

Helen

[Karl-TalkTalk]

Hi Helen, 

I've made a change to your router, can you test now please.

Thanks  

Karl. 

[HelenRapacioli]

Hi - have tried that option and still does not work.  We can use mobile data so it is not the server at the company and must be related to the router/TalkTlak - what's the next step?  thank you Helen

[Debbie-TalkTalk]

Hi @HelenRapacioli 

I'm really sorry to hear this.

I've checked again and the firmware your router is currently on is not related to the previous issue with cisco VPN.

Have you powered down the new router for a full 30 minutes to start a new session?

[ferguson]

You should always post directly on the community, rather than sending unsolicited messages to the support team. They will pick this up again when back online tomorrow.

[HelenRapacioli]

Hi Debbie - i private messaged and now messaging here.  The new router has not solved the problem - where do we go next with this?  thank you Helen

[Debbie-TalkTalk]

Hi @HelenRapacioli 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[HelenRapacioli]

Hi - done that again (did it at weekend too) - how do we go about getting me a router that works for vpn?  Thank you

[Debbie-TalkTalk]

Hi @HelenRapacioli 

I'm not sure why it's still not working, I'm really sorry about this.

Could you try a factory reset (pin hole reset) If it's still the same then then next step will be a replacement router.

[HelenRapacioli]

Hi - rebooted and still cannot connect to work vpn and still can connect via mobile data …….

[Debbie-TalkTalk]

Hi @HelenRapacioli 

Thanks for the Private Message.

Your router does have the correct firmware version 174. The reported issues with VPN not working was with version 202.

Could you try rebooting the router for me please?

[Debbie-TalkTalk]

Hi @HelenRapacioli 

Your router firmware is showing the correct version which should work with VPN.

Could you send me a Private Message with the serial number from the back of your router please?

[HelenRapacioli]

Hi have retested and still cannot connect.  I can connect to vpn today from home by mobile data thus is definitely the router causing the issue.

[Debbie-TalkTalk]

Hi @HelenRapacioli 

Thank you. I can see that your router firmware has already been changed, please can you retest again?

[HelenRapacioli]

Number starting 01753 is a landline number?????   Number starting 07749 is mobile

[HelenRapacioli]

Any update Debbie as keen to work from home tomorrow!  Thank you