VPN not Connecting

[Debbie41]

As I see in this forum there are alot of posts re VPN connection.  I was told the other day that it was definitely my router and have been sent a new one. It looks exactly the same as my previous one and still I can not connect to the VPN.  I was also told to go into the setting a press the toggle to turn on the VPN, but the guy couldn't tell me where that "toggle" actually was - and I could not find it anywhere.   Looking at other posts - does my router need a firmware upgrade ? 

Thanks   Debbie 

[Debbie-TalkTalk]

Hi Debbie

I'm so glad to hear this, thanks for letting us know 🙂

I have also sent you a Private Message with a short survey for the Community Team.

Thanks

[Debbie41]

Thank you !     Its working now - very much appreciated. 

[Debbie-TalkTalk]

Hi Debbie

I've made a change to your router firmware, please can you retest and let us know how you get on.

Thanks

Debbie

[Debbie41]

Thank you will update my info now 

[Skynet_TX]

Hi @Debbie41,

If you have the Sagemcom Wi-Fi Hub then this will probably have been caused by the firmware upgrading to a new version.

The support team here will be able to help, if you do have the Sagemcom they will probably be able to fix it by changing some router settings or changing the firmware.

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.