VPN Stopped Working

[fatdavid64]

A VPN that I occasionally use for work has stopped working.

Do I need a firmware upgrade? The router is currently running version SG4K100136.

Also where have my old port forwarding settings been hidden? They still work but I can't find them.

[Chris-TalkTalk]

OK, I didn't realise that you are a business customer, that may be why there have been problems with the firmware update. We only offer support to TalkTalk residential customers. Business customers have their own support channels. 

I'm sorry about this but could you contact business support, they'll probably need to send a replacement router. I would send one myself but I don't have access to the required systems to do this, apologies for any inconvenience

Chris

[fatdavid64]

Business

[Chris-TalkTalk]

Thanks. Is that a TalkTalk residential account or a business account?

[fatdavid64]

Done

[Chris-TalkTalk]

OK thanks. I'm having trouble finding your account, could you add you account number to the private notes section of your community profile 

Thanks

Chris

[fatdavid64]

No better than it was before.

Worse in fact as it now says it cannot connect to the internet and I'm going to have to re-enter all my port forwards.

[Chris-TalkTalk]

Could you try doing a factory reset, this usually resolves any issues following a firmware update - Restore your router to factory settings - TalkTalk Help & Support

Chris

[fatdavid64]

Having rebooted, it still said no internet.

I changed the connection type to static & entered my ip-address and it now says connected, but it does not work.

I think it needs the ip-address for the "default gateway", but I don't know this. Any ideas?

[Chris-TalkTalk]

Could you reboot the router and if it then still isn't working could you switch it off for 30 minutes and try again. 

Chris

[fatdavid64]

The firmware has been upgraded, but the router is not going online.

One of the device info page says "ERROR_MISCONFIGURED" under NAT.

WAN Addressing Type says "DHCP" when it should be a static ip-address.

I am currently connecting via my phone.

[Chris-TalkTalk]

OK, I'll start the firmware update now, please don't switch off your router

Chris

[fatdavid64]

Yes, that will be fine

[Chris-TalkTalk]

Is it OK to do it now, it will take up to 10 minutes complete?

[fatdavid64]

I think that would be a place to start.

[Chris-TalkTalk]

OK thanks. We can try a different firmware version, would you like to give this a try?

Chris

[fatdavid64]

I've added my landline & moved my mobile to another field in the profile.

[Chris-TalkTalk]

Thanks but could you add your TalkTalk landline telephone number so that we can locate you on our systems

Chris

[fatdavid64]

I've updated my profile

[Chris-TalkTalk]

Hi,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris