VPN not working on TalkTalk Hub version SG4K100130

[Awaterhouse929292]

I have a router that is known for having problems connecting to the VPN of my business. Can I have a new router please so I can connect to my business?

[Karl-TalkTalk]

Hi

the router firmware is correctly set and our network colleague has checked the router.  Whilst the router will work with the majority of VPN clients and protocols, we cannot guarantee it will work with all clients.

You can try to change the DNS in the router to use google DNS, but this is not guaranteed to help. 

Karl

[Awaterhouse929292]

Sonicwall Global VPN client. Its sporadic when the VPN connects or not when on talktalk.

[Karl-TalkTalk]

Hi

What VPN Client / Program are you using ?

Thanks  

Karl. 

[Awaterhouse929292]

Still not working guys

[Debbie-TalkTalk]

Hi Awaterhouse929292

The firmware has now updated, please can you retest?

Thanks

[Karl-TalkTalk]

Hi

I've asked a network colleague to apply a fix to your router for VPN to see if this helps.

Karl

[Awaterhouse929292]

I've received the router and its been working better than before but the last couple of days its been impossible to work on my VPN. Are there any other fixes?

[Karl-TalkTalk]

Hi

it's on the way.

Karl

[Awaterhouse929292]

yes please

[Karl-TalkTalk]

Hi.

If the VPN is actually connecting then the firmware should be correct, if the connection is intermittent then this could be the router itself. Would you like me to send a replacement ?

Thanks  

Karl. 

[Awaterhouse929292]

Have done that and still the same intermittent connectivity.

[Debbie-TalkTalk]

Hi Awaterhouse929292

Your router has updated to the correct firmware version which should work ok with VPN.

Can you try factory resetting your router using the pin hole reset for ten seconds?

Thanks

[Awaterhouse929292]

Its still a problem

[Michelle-TalkTalk]

Morning,

Just checking back in to see if the VPN connection is now working ok?

Thanks

[Karl-TalkTalk]

Hi

Should be done now, please test the VPN to make sure all is working now.

I'll also drop you a PM.

Karl.

[Karl-TalkTalk]

Hi

I'll push the update now, only take a few minutes.

Karl.

[Awaterhouse929292]

Sure I do have a meeting at 3pm though

[Debbie-TalkTalk]

Hi Awaterhouse929292

Thank you. Will it be ok if I make a change to your router firmware this morning?

We advise to leave the router switched on without being rebooted whilst we update the FW. This should take no longer than 15 minutes to update.

Thanks

Debbie

[Awaterhouse929292]

hi ive added my number to my profile now

[Debbie-TalkTalk]

Hi Awaterhouse929292

If you log into My Account then your TalkTalk landline number should show there.

If you can't see the number in My Account then please add your account number to the Private Notes section of your Community Profile.

Thanks