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VPN not working on TalkTalk Hub version SG4K100130

Awaterhouse929292
First Timer
Message 21 of 21

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?

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20 REPLIES 20

Message 1 of 21

Hi

 

What VPN Client / Program are you using ?

 

Thanks  

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Awaterhouse929292
First Timer
Message 2 of 21

Still not working guys

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Message 3 of 21

Hi Awaterhouse929292

 

The firmware has now updated, please can you retest?

 

Thanks

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Message 4 of 21

Hi

 

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

 

Karl

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Awaterhouse929292
First Timer
Message 5 of 21

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?

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Message 6 of 21

Hi

 

it's on the way.

 

Karl

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 7 of 21

yes please

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Message 8 of 21

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. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 9 of 21

Have done that and still the same intermittent connectivity.

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Message 10 of 21

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

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Message 11 of 21

Its still a problem

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Message 12 of 21

Morning,

 

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

 

Thanks

 

Message 13 of 21

Hi

 

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

 

I'll also drop you a PM.

 

Karl.

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 14 of 21

Hi

 

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

 

Karl.

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 15 of 21

Sure I do have a meeting at 3pm though

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Message 16 of 21

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

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Awaterhouse929292
First Timer
Message 17 of 21

hi ive added my number to my profile now

Message 18 of 21

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

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Awaterhouse929292
First Timer
Message 19 of 21

residential, I don't have the landline number to hand but I've just added my address to my profile - is it possible you could check from your side based on the address?

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Karl-TalkTalk
Support Team
Message 20 of 21

Hi 

 

Are you a TalkTalk business customer or residential ?

 

Can you add the phone number to your 'Community Profile

 

Thanks  

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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