VPN connection not working

[Skinner123]

Hi, 

I was able to connect to my work VPN last week with no issues and today it has not let me connect. I spoke to my company's IT department who have said that they have had other people with talktalk issues with the VPN not working. 

As far as i am aware nothing has changed with the router since last week.

I have tried phoning talktalk but have been told everything is fine. Except, its not fine as its not letting me connect to the VPN. Has anyone had the same issue and how have you resolved this?

Thanks!

[Chris-TalkTalk]

Hi robhansel,

Please start your own thread and we'll be happy to help

Chris

[robhansel]

hi i have the same issue, 

TalkTalk Wi-Fi Hub

Sagemcom 50001

version SG4K100136

hardware version FAST5364 3.00

software version SG4K100136

VPN configured is PPTP

Our  VPN Works OK when connected to other wifi & mobile hotspot - just not on TalkTalk from home router.

We have gone through all the line checks, reset, firmware updates and none of it works, customers services cant help and we cant get a call back on it.. does anyone know resolution please..?

[Debbie-TalkTalk]

Hi Skinner123

I'm sorry to hear this.

As you have now tested with different routers we would ideally need you to test on a different connection/line?

[Skynet_TX]

@gary welch, if you would like help from the support team here about a similar issue, you would need to start your own topic here on the community and explain exactly when problems you are having.

[Skynet_TX]

Have you been able to test that you can connect to the VPN from that same device if the device is connected to the internet in a different way, i.e. tethered to a mobile phone 4/5G connection, or connected to someone else's home internet, just to eliminate something having changed on the device that could be causing the problem. 

[Skinner123]

Hey, 

I’ve received and plugged in the new router and connected to it. The VPN still isn’t connecting though! It’s the SSL VPN Tunnel type through Drayrek Smart VPN client

thanks  

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Skinner123]

Thank you, I will let you know!

[gary welch]

Exactly the same for me, was working before but wont let me connect anymore, frustrating.

[Karl-TalkTalk]

Hi

Router is on the way, connect it up when it arrives, and test the VPN and let us know.

Thanks  

Karl. 

[Skinner123]

Hi

Yes please! What do i need to do with it?

Thanks

[Debbie-TalkTalk]

Hi Skinner123

I will need to send a Huawei WIFI hub to see how the connection compares. Are you happy for me to arrange this?

Thanks

[Debbie-TalkTalk]

Hi Skinner123

Thank you. I will keep you updated as soon as I receive a reply.

Debbie

[Skinner123]

hey, it’s Draytek Smart VPN Client 5.5.1

thanks for your help so far 

[Debbie-TalkTalk]

Hi Skinner123

Can I also confirm which VPN client you are using?

[Debbie-TalkTalk]

Hi Skinner123

Apologies for this. I've checked and the firmware has updated to the correct version.

I'm just checking this with our Products Team and I will post back here as soon as I receive further information.

Thanks

Debbie

[Skinner123]

Hey, it’s still not connecting! 

[Karl-TalkTalk]

Hi

Test the VPN now, I've made a change.

Thanks  

Karl. 

[Skinner123]

Hi, I’ve added my number now, thanks! 

[Karl-TalkTalk]

Hi

Can you please add your home phone number to your 'Community Profile' so I can pick this up for you.

Thanks  

Karl.