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New Fibre 65 VPN Not Working

craggychris
Team Player
Message 34 of 34

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

Chris Wiper Photography
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33 REPLIES 33

Message 1 of 34

Morning,

 

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

 

Thanks

 

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craggychris
Team Player
Message 2 of 34

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

Chris Wiper Photography
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Message 3 of 34

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


Chris

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craggychris
Team Player
Message 4 of 34

So has this been resolved??

Chris Wiper Photography
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Message 5 of 34

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

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Message 6 of 34

Hi craggychris,


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


Chris

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Message 7 of 34

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 Wiper Photography
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Message 8 of 34

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

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Message 9 of 34

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 Wiper Photography
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Message 10 of 34

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


Chris

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Message 11 of 34

any news?

Chris Wiper Photography
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Message 12 of 34

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


Chris

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Message 13 of 34

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

Chris Wiper Photography
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Message 14 of 34

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

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Message 15 of 34

Great!! Ok do the update

Chris Wiper Photography
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Message 16 of 34

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

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Message 17 of 34

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

 

Chris Wiper Photography
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Message 18 of 34

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


Chris

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Message 19 of 34

Added!

Chris Wiper Photography
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Message 20 of 34

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

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