VPN not working

[Mark-Averill]

My wife uses a VPN to access her school account, the service stopped working a few weeks ago.  The problem is evident on both wireless and direct ethernet connection.  The laptop connects at other locations via home wifi

Thoughts?

[Debbie-TalkTalk]

Hi Mark

Can you connect to VPN ok now?

Thanks

[Debbie-TalkTalk]

Hi Mark

Apologies for this.

I've made a change to your router firmware; please can you retest?

Thanks

Debbie

[Mark-Averill]

Many thanks for the swift response, have added my details as suggested.  Here’s hoping for success!

[Skynet_TX]

Hi @Mark-Averill,

If you have the Sagemcom Wi-Fi Hub then this could have been caused by it upgrading to a new firmware version. If you do have that hub can you browse to http://192.168.1.1/ and see what version it shows near the bottom of the login screen. If it is SG4K100136 then that is the firmware that can sometimes cause issues with VPN connectivity.

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 (this is shown in ‘My Account’) OR your account number if you have Full Fibre with no landline
• 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.