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Broadband help

For queries about your TalkTalk broadband service.

My VPN has stopped working sin May 2022

myerl
First Timer
Private Message

on ‎15-05-2022 02:29 PM

Message 5 of 5

Hi

I have been using the TalkTalk FAST 5362 and as of 5th May 2022, I am unable to VPN into my office. It was working ok until then, and on that day I lost the internet so called TalkTalk who advised me to reset the router, which I did and it all seemed to come back.

However, only the internet is working, but the VPN is not.  Since then TalkTalk have sent me another router, but its has the same problem and VPN not working.

The TalkTalk Wi-Fi Hub router details are

Device Ver: FAST 5364-3.T8
Firmware is  SG4K100136 and model 

I have seen many people has had the same issue and you were able to resolve by updating the firmware.

Please can you do this for my device too

Many Thanks

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4 REPLIES 4

Karl-TalkTalk
Support Team
Staff
Private Message
In response to myerl

on ‎16-05-2022 10:05 AM

Message 1 of 5

Hi

 

glad our team was able to help.

 

Karl

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Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.

myerl
First Timer
Private Message
In response to Debbie-TalkTalk

on ‎16-05-2022 09:57 AM

Message 2 of 5

Hi Debbie

Its worked and can now connect on VPN.

Thank you so much for fixing the issue and wonder if you could update on what was done or can let Talk Talk Customer Service know, as they just keep sending out replacement routers  but the problem remains with the router if it has the wrong software.

Thanks again for fixing it

Myer 

Debbie-TalkTalk
Support Team
Staff
Private Message

on ‎16-05-2022 07:49 AM

Message 3 of 5

Hi myerl

 

Apologies for this.

 

I have made a change to your router firmware, please can you retest and let us know how the connection compares?

 

Thanks

 

Debbie

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KeithFrench
Community Star
Private Message TalkTalk

on ‎15-05-2022 02:47 PM

Message 4 of 5

I have asked one of TalkTalk's support to pick your thread up and sort it for you.

They aim to respond within 48 hours (Monday - Friday), but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk have responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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