VPN help

[Charlotte5775]

Hello, this is a final attempt at finding help from talk talk regards my VPN issues. My VPN has always worked fine - around 3 weeks ago it suddenly stopped. I have internet connection and my VPN works elsewhere just not at home. After many lengthy conversations, Talk Talk reluctantly sent me a new router which has made no difference. I have lost 3 weeks worth of hours as I work from home and am now in desperate need of assistance. Our IT department at work have exhausted all options and as my VPN connects everywhere BUT at my home, it has to be an issue with Talk Talk. PLEASE HELP!

[Chris-TalkTalk]

That's great news Charlotte, thanks for letting me know 🙂

Chris

[Charlotte5775]

Chris- thank you so much!!! It seems to be working!

[Chris-TalkTalk]

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

[Charlotte5775]

Absolutely yes please. I’m so sorry for the mix up! I have to pop out now so may go quiet but I’ll test again when I’m back 

[Chris-TalkTalk]

Yes, that explains it 🙂

OK I can change the firmware version on your current router which hopefully will resolve the problem - would you like me to do this now, it can take up to 20 minutes to complete?

[Charlotte5775]

So sorry I think I may have given the wrong one earlier - not helpful 

[Charlotte5775]

Yes- it’s [removed]

[Chris-TalkTalk]

Thanks, Could you just confirm that the telephone number in your community profile is the telephone number of the telephone line with the issue

Chris

[Charlotte5775]

That’s the S/N number 

[Charlotte5775]

N7202024N015922

[Chris-TalkTalk]

That's strange, the one you are using now should have black holes. Could you take a look at the label on the back of the router and let me know what the model number is

Chris

[Charlotte5775]

They both have bronze holes

[Chris-TalkTalk]

If you look at the holes in the front of the router are they both just black or is one of them a bronze colour?

Chris

[Charlotte5775]

Rebooted and tested and the same message is appearing. Yes, I still have the new router. They’re both exactly the same model though (not sure if that is important) 

[Chris-TalkTalk]

OK thanks, could you just reboot the device that you're running the VPN on and retest.

Do you still have the other router?

Chris

[Charlotte5775]

Hi Chris. I did only do 30 seconds last week yes. I have just turned it back on. It’s been off for for a little more than 30 minutes and the same message is coming up. 

[Chris-TalkTalk]

No problem, out of interest, did you only switch it off for 30 seconds when you were asked to do this last week?

[Charlotte5775]

So sorry- I did 30 seconds. Bear with me 

[Chris-TalkTalk]

Thanks Charlotte but you need to switch it off for at least 30 minutes

Chris

[Charlotte5775]

No, the same message is coming up