VPN Connection Issue

[jamsandwich]

I have been working from home for 2 years using a VPN connection, since last Friday I have been unable to connect to the server at work.  I have received a new router from TalkTalk today and this hasn't solved the issue. 

My colleagues who are with other internet providers are not experiencing this problem, I've tried using my mobile phone data to connect to the server via my laptop and this has been successful so this cannot be a work issue.

Is there a change which needs to be made at TalkTalk's end to enable me to reconnect - please advise.

[Debbie-TalkTalk]

Hi jamsandwich

I'm so glad to hear this. Please let us know if you do experience any further issues.

Thanks

Debbie 🙂

[jamsandwich]

Hi Debbie,

Have you already updated the firmware as I appear to be back up and running?   if so, this is a fantastic outcome 😊

[Debbie-TalkTalk]

Hi jamsandwich

I'm really sorry to hear this.

I will need to make a change to your router firmware, when would be the best time to do this?

We advise to leave the router switched on without being rebooted whilst we update the FW. This should take no longer than 15 minutes to update.

Thanks

[Skynet_TX]

Ok, that combination is known to cause VPN issues, the support team here should be able to help tomorrow.

[jamsandwich]

Hello there, thank you for replying so quickly.

We do have the Sagemcom Wi-Fi hub, running version SG4K100136. We are using the built in Windows 10 VPN.

[Skynet_TX]

Hi @jamsandwich,

What model of router do you have ?

What version of firmware is it currently running (this may be shown towards the bottom of the router login screen at http://192.168.1.1/) ?

What VPN software are you trying to use, or is it the built in Windows 10/11 VPN ?

If you have the Sagemcom Wi-Fi Hub using some of the more recent firmware then this will probably be the problem.

The support team here will be able to help, if you do have the Sagemcom using some of the newer firmware they will probably be able to fix it by changing some router settings, they will hopefully be able to reply tomorrow.