VPN connection issue

[LTGoldman]

As of Friday 25th March 2022 my VPN connection to my workplace has become broken.  I can connect to a wireless android hotspot (via my work phone) and it connects absolutely fine so it is not my laptop or VPN config.  I have tried factory resetting my router to no avail.  The message I started to get:

The VPN connection between your computer and the VPN server could not be completed. The most common cause for this failure is that at least internet device (for example, a firewall or a router) between your computer and the VPN server is not configured to allow Generic Routing Encapsulation (GRE) protocol packets. If the problem persists, contact your network administrator or Internet Service Provider."

Router: FAST5364 3.00

Firmware: SG4K100130

I have been using this VPN throughout the pandemic without issue nothing has changed as proven by the successful connection via 4g network, has Talk Talk changed something?  How can I get this back on track and working?

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. Please can you create your own topic and we'd be happy to take a look at this for you.

Thanks

[HMcL2010]

Hi Debbie, Kindly ask if you are able to assist as I am having the similar issue when connecting to VPN. "The VPN connection between your computer and the VPN server could not be completed. The most common cause for this failure is that at least internet device (for example, a firewall or a router) between your computer and the VPN server is not configured to allow Generic Routing Encapsulation (GRE) protocol packets. If the problem persists, contact your network administrator or Internet Service Provider."

Thank you 

[Debbie-TalkTalk]

Hi BD-IT

Thank you, I will take a look at your topic now.

Debbie

[BD-IT]

Hi @Debbie-TalkTalk 

I've now completed this - please kindly assist with this matter with a matter of urgency

[Debbie-TalkTalk]

Hi @BD-IT

Please can you create a new topic on the Community, we can then take a look at this for you.

Thanks

Debbie

[BD-IT]

Hi @Debbie-TalkTalk  I'm also experiencing the same issue

Please assist

[BD-IT]

Hi @Debbie-TalkTalk  I'm also experiencing the exact same issue as above mentioned by  @LTGoldman 

Hardware Version FAST5364 3.00
Software Version SG4K100136

Please kindly assist in the matter

[Debbie-TalkTalk]

Hi LTGoldman

That's great, thanks for letting us know 🙂

Debbie

[LTGoldman]

Issue seems to be fixed after support team investigated.  My VPN is now up and running again.  Hopefully there will not be a recurrence of the issue.  Thank You...

[Debbie-TalkTalk]

Hi LTGoldman

I'm sorry to hear this.

I will need to make a change to your firmware on the router. When would be the best time for me to do this? (the router will reboot when the FW is updating)

Thanks

Debbie

[LTGoldman]

I have added the requested information to my profile, thank you.  I will look forward to hearing from a Talk Talk representative tomorrow.

[Skynet_TX]

Hi @LTGoldman,

That version of firmware is fairly new, so it is likely your router has just upgraded to it, and that will be causing the problem. Several customers have had issues using the built in Windows 10/11 VPN on this version of firmware.

The support team here on the community may well be able to make another update to your router to resolve the issue.

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).

Then they will hopefully be able to respond to this post tomorrow.