VPN Connection Issue

[Anonymous]

The VPN connection that I use for work has been working fine for several months.
On Wednesday 8th December 2021, this stopped working.

It is a Windows VPN - PPTP connection.
The router is a TalkTalk Wi-Fi Hub version SG4K100130

The error I get is:

"The VPN connection between your computer and the VPN server could not be completed. The most common cause for this failure is that at least internet device (for example, a firewall or a router) between your computer and the VPN server is not configured to allow Generic Routing Encapsulation (GRE) protocol packets. If the problem persists, contact your network administrator or Internet Service Provider."

I can still connect okay from a different location (i.e. different router and different internet provider).

Have any settings/configuration changed at TalkTalk or were any router updates rolled out overnight on 7th/8th Dec?

Any help to resolve this connection issue would be much appreciated.

Thank you

[Debbie-TalkTalk]

Hi @nicolah2104

If you click here and then click on Start a new topic button.

Thanks

[nicolah2104]

I did try to do this but I can’t find any ‘Create’ link or button.

[Debbie-TalkTalk]

Hi @nicolah2104

Please can you create your own topic on the Community, we can then look into this further.

Thanks

Debbie

[nicolah2104]

I started having the same problem on exactly the same day. I have also tried calling customer services and they were not able to help me either. Please advise. Thanks

[Debbie-TalkTalk]

Hi @varvinda

Apologies for this. Please can you create a new topic on the Community, we can then take a look at this for you.

Thanks

[varvinda]

Hi Debbie, 

I am having the same issues with my VPN connection. Despite spending hours with the TalkTalk technical team over the last few days they weren't able to help. One of them said they will send me a new router 4 days ago but nothing has come through the post yet.

Can you help?

thanks 

[Debbie-TalkTalk]

Hi Lxxxx

Thank you. The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Anonymous]

Hi Debbie, 

I have updated the name on my profile to the name on the account. Is this okay?

[Debbie-TalkTalk]

Hi Lxxxx

Please can you send me a Private Message to confirm the name on the account, I can then send this router.

Thanks

Debbie

[Anonymous]

Hi Debbie, 

If that's the only solution then yes please. 

[Debbie-TalkTalk]

Hi Lxxxx

Thank you. We will need to send a different make and model of router, would you like me to arrange this?

Debbie

[Anonymous]

Hi Debbie,

Thank you for your reply - I have now added this information. 

[Debbie-TalkTalk]

Hi Lxxxx

I'm sorry to hear this.

Please can you add your TalkTalk landline number to your Community Profile, we can then look into this further.

Thanks

Debbie