Unable to connect to VPN

[Shads]

I've been working from home since March 2020 and have managed to connect to my companies VPN without issue until around 10th December.  Have tried the live chat  & phoning several times but still not able to get connected.  Furthermore our account doesn't seem to be set up correctly so we can't login to manage it!!

I've seen from other posts that some have been issued with a new router (Huawei) and this seems to have resolved the issue.

Any help much appreciated as I need the VPN for work.

Thanks

[Chris-TalkTalk]

Hi Shads,

No that's fine. I've sent you a PM to confirm some details so that we can look into this further

Thanks

Chris

[Shads]

no it isn't, should it be?

[Chris-TalkTalk]

Hi Shads,

Could I just ask, the email address that you're trying to log in with, is it an @talktalk.net email address?

Chris

[Shads]

Yes.  When we try to login we add the email address we believe to be connected to the account and as we've forgotten password try using the forgotten password but it says email not recognised but when we try to register it says email address has already been used!

[Chris-TalkTalk]

Are you experiencing problems logging on to My Account?

Chris

[Shads]

Thank you for your help with this.  

Are you able to help with our account login at all please?

[Chris-TalkTalk]

I've ordered the router, it should be with you within a couple of working days

Chris

[Chris-TalkTalk]

There's no additional cost and the router should arrive within a couple of working days

Chris

[Shads]

I assume there is no additional cost for this?

[Shads]

Yes please that would be great. Thank you.  How long should this take to arrive?

[Chris-TalkTalk]

Hi Shads,

Thanks. we can send a different make and model of router to test with, would you like us to arrange this?

Chris

[Shads]

That's done

[Chris-TalkTalk]

Can you just add it to the private notes section of your Community Profile

Thanks

Chris

[Shads]

I think I have it, where do you need me to add it?

[Chris-TalkTalk]

Do you know your TalkTalk account number?

Chris

[Shads]

I'm afraid I don't know it as we have never used it, how can I obtain it?

[Chris-TalkTalk]

Hi Shads,

Thanks for updating your profile but could you also please add your TalkTalk landline telephone number to your profile so that we can locate you on our systems

Chris

[Shads]

I've updated the details as requested

[Shads]

updated as requested

[Shads]

Apologies I thought you meant login to main account I've updated community details!