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Unable to connect to VPN

Shads
Popular Poster
Message 23 of 23

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

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22 REPLIES 22

Message 1 of 23

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

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Message 2 of 23

no it isn't, should it be?

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Message 3 of 23

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

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Message 4 of 23

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!

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Message 5 of 23

Are you experiencing problems logging on to My Account?

Chris

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Message 6 of 23

Thank you for your help with this.  

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

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Message 7 of 23

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


Chris

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Message 8 of 23

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


Chris

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Message 9 of 23

I assume there is no additional cost for this?

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Message 10 of 23

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

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Message 11 of 23

Hi Shads,

 

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

Chris

Message 12 of 23

That's done

Message 13 of 23

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

Thanks

Chris

Message 14 of 23

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

 

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Message 15 of 23

Do you know your TalkTalk account number?

Chris

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Message 16 of 23

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

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Chris-TalkTalk
Support Team
Message 17 of 23

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

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Message 18 of 23

I've updated the details as requested

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Shads
Popular Poster
Message 19 of 23

updated as requested

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Shads
Popular Poster
Message 20 of 23

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

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