VPN connection dropping

[Anonymous]

Hi,

Similar to many other posts, e.g.: 

I've been using an HP laptop and TalkTalk's Sagemcom router to access my company's VPN for a long time working from home with no issue. In the last few weeks it's starting randomly dropping the connection from the VPN. I've tried hardwiring directly into the router and there's no change, it still drops the connection

Having read through the forums it appears that a small change in the Firmware is required to re-allow VPN connections.

Please can someone update the Firmware as needed.

Thanks

[Debbie-TalkTalk]

Hi 1X8xFoxyx8X1

Thanks for your reply.

Please let us know how you get on.

Debbie

[Anonymous]

Hi Debbie-TalkTalk

It's very strange, it's now dropping out even when it's not on the VPN which I don't believe it was doing last week. 

I'm going to speak to my IT department and see if it's maybe something that they might have had with others who are working from home.

I'll also be able to see if it does it whilst I'm in the office as I have to go in at some point in the next week or so.

I'll let you know what happens, thank you

[Debbie-TalkTalk]

Hi 1X8xFoxyx8X1

Does it connect ok to your VPN client but then drop out?

Do the drops only occur when using VPN?

[Anonymous]

Hi Debbie-TalkTalk

I installed the new router yesterday. Sadly it hasn't fixed the issue, the connection still drops from the VPN. 

I'm not sure what else to try 😞

[Debbie-TalkTalk]

Hi 1X8xFoxyx8X1

How are you getting on?

[Debbie-TalkTalk]

Hi 1X8xFoxyx8X1

That's great, thank you.

Debbie

[Anonymous]

Hi Debbie-TalkTalk

I've received the router, I'll be installing it this weekend and back to work on Tuesday so I'll be able to test it then.

Many thanks

[Debbie-TalkTalk]

Hi 1X8xFoxyx8X1

Have you received the replacement router?

[Debbie-TalkTalk]

Hi 1X8xFoxyx8X1

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'm willing to try anything at this point, thank you.

[Debbie-TalkTalk]

Hi 1X8xFoxyx8X1

I will send a replacement router, will this be ok?

[Anonymous]

Hi Debbie-TalkTalk

I've tried that and I'm afraid it's still disconnecting.

[Debbie-TalkTalk]

Hi 1X8xFoxyx8X1

Please can you try a 30-minute power down of the router to start a new session.

If you are still experiencing this issue, then we will need to send another router for testing.

Thanks

[Anonymous]

Hi Debbie-TalkTalk

It's not dropping for any other devices, it doesn't drop on this laptop until I connect to the VPN

[Debbie-TalkTalk]

Hi 1X8xFoxyx8X1

Is the connection dropping on any other devices?

[Anonymous]

Hi Skynet_TX

I think you're correct in that my issue is a little different. I'm still disconnecting this morning after an update and reboot of my router. Sadly I don't get any error messages, I just get a notification in my Microsoft Teams that I'm offline and websites disconnect also, but in the bottom right of my screen it tells me that I'm still connected to the internet and I can also connect to my company's secure servers - very confusing. Maybe it would help to have a roll back to a more stable version of firmware on my router. I don't know if it helps but my company uses Cisco AnyConnect Secure Mobility Client

So basically I get this simultaneously.

Many thanks

[Debbie-TalkTalk]

Hi 1X8xFoxyx8X1

I've made a change to your router firmware; please can you retest?

Thanks

Debbie

[Skynet_TX]

Hi @Anonymous,

The problem you have sounds slightly different to the more common issue that others have had. There is a new version of firmware that has rolled out for this router, and this has caused some problems with VPN connectivity for some customers, but the most common symptom is that people can't connect to the VPN at all. So the fact that you can connect, but the connection then drops, may indicate a different issue.

The support team here will be back tomorrow and they will be able to check what version of firmware you are on, and if they think it is necessary they could change you router to be on a firmware version that is known to be more robust with VPN connectivity.

Do you get any useful error / message when the connection drops  ?