New Fibre 65 VPN Not Working

[craggychris]

New Fibre 65 installed today (04/05/22) VPN Not Working.

I was looking forward to my new fast broadband, especially a faster connection to the office Via and existing PPTP VPN set up, but it doesn't now connect

It looks like this is an issue with many people and given that many are continuing to work from home and will like many have a different working arrangement from now on, this is an issue the TT need to sort out quickly.

I looks like there are some customer service agents particularly @Debbie-TalkTalk  that actually help and manually upload new firmware to the router that solves the problem, if there is a solution why not roll it out?

If @Debbie-TalkTalk reads this please update my router

[Michelle-TalkTalk]

Morning,

Just to confirm, is this now working ok for you?

Thanks

[craggychris]

no one else has the same issue in the future, but sadly I don't have much confidence that will be the case

[Chris-TalkTalk]

Yes, I've been told it's been resolved - everything should now be working

Chris

[craggychris]

So has this been resolved??

[Chris-TalkTalk]

Hi craggychris,

Our product team have asked if you can reboot your router and try again - please let us know how you get on

Chris

[Chris-TalkTalk]

Hi craggychris,

I'm sorry about the delay, our product team are going to try to resolve this within the next hour

Chris

[craggychris]

I'm sorry to say this is not acceptable, i know its not directly your fault but i have been provided with a connection that does not provide what my old connection did, soo i my opinion this is a breach of contract by TT. VPN connections to offices are common place now, and looking at your forum its a common problem. I wish to make a formal complaint and move this issue onto a higher level within talk talk, 3 days of disruption to my work which is totally unacceptable.

[Chris-TalkTalk]

I'm sorry, I don't have the settings for a third party router. I'm chasing our product team for an update on your firmware change

Chris

[craggychris]

OK

I have been talking to Draytek as well to try and get the setting for my Draytek router, that i know works with my VPN connection, the fibre setting for other routers shown on your website, isn't for fibre to the property, so they wont work, if you do have the settings for FTTP then could you please send them as this would solve the problem.

[Chris-TalkTalk]

Sorry, not yet, I've passed over the details to our product team, I'll let you know when I have any feedback

Chris

[craggychris]

any news?

[Chris-TalkTalk]

Sorry for the delay, I'll let you know when I have any more information 

Chris

[craggychris]

How long is this going to take? I'm trying to run a business and this is costing me money!

[Chris-TalkTalk]

Apologies, unfortunately I can't change the firmware on your router, I'll pass this over to our product team, they should be able to do it

Chris

[craggychris]

Great!! Ok do the update

[Chris-TalkTalk]

It looks as though the firmware update didn't complete, still showing on the previous firmware. I'll start the update now, please don't switch off your router

Chris

[craggychris]

Yes but i thought this had already been done by @Debbie-TalkTalk 

[Chris-TalkTalk]

Thanks, is it OK to update your firmware now, it will take up to 20 minutes to complete 

Chris

[craggychris]

Added!

[Chris-TalkTalk]

If you have our Future Fibre service could you please add your order number or account number to the private notes section of your community profile 

Thanks

Chris