Using VPN to connect to my office fails to connect

[lesphelps]

Hi

I have been working from home using Windows VPN to connect to the office.  Had no problems until around 2-3 weeks ago when I believe the router downloaded and applied a firmware update.  Since this happened, I have not been able to access the works VPN.  I am able to connect via a mobile phone hotspot, so I do not suspect the laptop setup, but rather the router is blocking this traffic.  Access for all other services, eg email and internet are okay..

I have a Sagemcom FAST 5364-3.T8 Firmware SG4K100130

I have read in other posts that the router needs to be replaced.  If this is the case could you advise how this can be done asap. Thanks.

Les Phelps 

[Debbie-TalkTalk]

Hi Les

I'm so glad to hear this, thanks for letting us know 🙂

Debbie

[lesphelps]

Hi Debbie,

Working again,.

Thanks,

Les

[Debbie-TalkTalk]

Hi Les

Apologies for this.

I have now rolled the FW back again. Our Products Team have advised that the firmware shouldn't change again now until new and tested firmware is available.

Thanks

Debbie

[Skynet_TX]

The Support Team here probably won't be around now until Monday, but they should be able to respond to this post early next week to help.

[lesphelps]

Hi Debbie,

It would appear my Sagemcom FAST 5364-3.T8 router has reverted back to Firmware SG4K100130 and as such my VPN has stopped working once again.  Could you roll-back the firmware to the previous version please.

This appears to be an automatic update which is not very satisfactory if I have to keep asking for it to be rolled backed.  Is there an updated version of the router you could send out?

In the meantime I would be grateful if you could roll-back the firmware update on the current router.

Thanks,

Les

[Debbie-TalkTalk]

Hi lesphelps

That's great, thanks for letting us know 🙂

Debbie

[lesphelps]

Hi Debbie,

I have tested and I am glad to report that I am once again able to connect to the office VPN.  Thanks for your help.

Regards,

[tatalkUser2022]

Hi

I have similar issues, can anyone help me please?

[Debbie-TalkTalk]

Hi lesphelps

Apologies for this.

I've made a change to the firmware version, please can you retest and let us know how you get on.

Thanks

Debbie

[lesphelps]

Hi,

Thanks for your reply. Profile updated.  I will await further information tomorrow.

Regards, 

[Skynet_TX]

Hi @lesphelps,

Yes, the combination of firmware version SG4K100130 and the built in Windows 10/11 VPN has been causing issues for some customers.

The staff here may be able to change some settings in your router, or if not, they will be able to arrange a replacement router of a different model.

For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk staff on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.