VPN Connection Stopped Last Week

[Anonymous]

Hi,

My VPN connection stopped working over TalkTalk BB last week.  Same problem with all devices / VPN is fine on other connections.

Please assist.

Thanks,

Mark

[Karl-TalkTalk]

Hi

I'll resend the returns bag to you.  You can return the replacement router.

Thanks  

Karl. 

[Anonymous]

The return bag has not arrived.  Please confirm that is it on the way and that I can return the replacement router, not my original one.

The email about the £50 charge lists the new router's serial number for return.

Thanks.

[Debbie-TalkTalk]

Hi Mark

Thanks for your reply.

Yes you can return the new router and keep your current router.

Please let us know if you do experience any further issues.

Thanks

Debbie

[Anonymous]

VPN is still working - can I return the newly ordered router rather than my current, working router?

[Debbie-TalkTalk]

Hi Mark

I'm so glad to hear this.

Your firmware wont be updated again until the next firmware version has been fully tested before being rolled out.

Thanks

Debbie

[Anonymous]

Thanks worked.  Thanks.  Are you able to make sure that the firmware update doesn't install again?

[Debbie-TalkTalk]

Hi Mark

Ok, please can you now factory reset the router using the pin hole reset for ten seconds?

[Anonymous]

The VPN is working, but Band 2 (5 GHz) is disabled and will not turn back on.

[Debbie-TalkTalk]

Hi Mark

Please can you retest and let us know how you get on?

Thanks

Debbie

[Anonymous]

Yes please!

[Debbie-TalkTalk]

Hi Mark

Thank you. It's strange as I could only see the Huawei hub connected when searching on your landline number.

Are you happy for me to make a change to the Sagemcom firmware now?

[Anonymous]

Sent.

[Debbie-TalkTalk]

Hi Mark

Yes please can you send me this in a Private Message?

Thanks

[Anonymous]

Hi Debbie,

I've just accessed my router and can confirm that I already have a Sagecom router which I am connected to and have been all morning.  We do not have a Huawei hub.  I can provide the S/N in a PM if it helps.

Mark

[Debbie-TalkTalk]

Hi Mark

Thanks for the Private Message.

The router is on its way, please allow 24-48hrs for this to arrive. Let us know how the connection compares with this router.

Debbie

[Debbie-TalkTalk]

Hi Mark

Please can you send me a Private Message to confirm the name on the account, I can then send the Sagemcom hub for testing.

Thanks

Debbie

[Anonymous]

Yes please - anything to get it working again would be appreciated.

[Debbie-TalkTalk]

Hi Mark

I have fed this back to our Products Team but no changes have been made to the FW on the Huawei hubs.

Would you like me to send a Sagemcom hub for testing whilst our Products Team are looking at this issue?

Thanks

Debbie

[Anonymous]

Yes, the VPN worked on the TalkTalk connection before Friday last week.

I have tested the VPN using my mobile connection and it works fine.

[Wayne_Leach]

Hi,

Mine is the same..  Was working but something has changed over the weekend.  VPN Not working on TTB Hub but works fine on other connections.  This happened last year and it was the Firmware which had been upgraded overnight and a new router was required to fix the issue.  Can someone help as I need to work from Home which currently I cannot  Thank You