VPN Connection stopped working

[Puppetman]

I have been using VPN for the last 2 years since the beginning of COVID while working from home. This week it has stopped working. Internet connection is fine,  but unable to get a VPN connection. 

Looking at the other comments in the community I see other people have had the same issue which I see may be linked to a firmware update. 

Tried to the Talk Talk online chat but unable to help. Any suggestion to how to fix the problem?

[Debbie-TalkTalk]

Hi Puppetman

I'm so glad to hear this.

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

Thanks

Debbie

[Puppetman]

Hi Debbie

Just checked and the VPN connected OK. Thank you for updating the firmware.

I am working from home tomorrow so will give it a better test, but is all looks OK at the moment.

Thank you.

[Debbie-TalkTalk]

Hi Puppetman

I can see that the Sagemcom hub is already connected so I have updated the firmware.

Please can you retest and let us know how the connection compares.

Thanks

Debbie

[Debbie-TalkTalk]

Hi Puppetman

Great, thank you.

I will post back on this thread tomorrow to confirm once it's been updated.

Debbie

[Puppetman]

Hi Debbie

The update tomorrow morning will be fine.

Thank you,

[Debbie-TalkTalk]

Hi Puppetman

Yes of course 🙂

I will update the router firmware tomorrow morning around 9am. Will this be ok?

[Puppetman]

Hi Debbie

Thank you for offering to update the firmware on my router, sorry for the delay in coming back to you. I do not check my messages while at work.

As my Talk Talk router is not working with VPN I am having to use a different unit so that I can still work from home. If it possible to update my router in Wednesday (9 March) as I do not work on Wednesday so can keep my Talk Talk router connected?

Thank you

[Debbie-TalkTalk]

Hi Puppetman

Apologies for this.

I can make a change to the firmware on your router which should resolve this issue. Are you happy for me to do this today?

Thanks

Debbie

[Skynet_TX]

Ok, firmware version SG4K100130 is new, so it may be that your router has only just upgraded itself to this version. Some customers who use the built in Windows 10/11 VPN (rather then running some specific 3rd party VPN software on their device)  have been experiencing problems after their routers upgraded to this firmware version.

When the support team here are back on Monday they will be able to pick this topic up and investigate. They may well be able to do some updates to your router that will resolve the issue, or if not, they would be able to arrange a replacement router of a different model for you.

[Puppetman]

Thank you for coming back to me below are the answers to your questions.

The router is made by Sagemcom.

The Laptop is running Windows 10 so used this for VPN

I have checked and is does show SG4K100130

[Skynet_TX]

Hi @Puppetman,

What model of router do you have, if it is the Sagemcom Wi-Fi Hub then it may be caused by a firmware upgrade.

What VPN software are you using (or is it the built in Windows 10/11 VPN) ?

If you browse to http://192.168.1.1/ then towards the bottom of the login screen does the version show as SG4K100130 ?

For one of the TalkTalk Support Team 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 Support Team on this community can see your profile details).

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.