VPN stopped working

[Dodge272]

Please help! 9 days ago my VPN suddenly stopped working. My wife has worked from home since the Covid pandemic with no issues. On 28-09-22 the VPN stopped working and our umpteen phone calls to TalkTalk began. It works fine with a mobile hot spot, and also taking the laptop to family members houses and using their wifi. We have been hung up on several times and have to repeatedly tell yet another operative at TalkTalk help, the same things over and over. Every possible test and firmware has been done, but still they want me to repeat them. My wife's I.T department at work have tried every thing they can for  one and a half days. I have repeatedly, unsuccessfully attempted to speak to a Manager or someone with the authority to send me a new router, as it appears to be a common resolution to the fault all over this forum. On the 3rd of October my case was apparently "Escalated" in the form an e-mail stating all the above from TalkTalk operative to a manager, with the promise they have to act on it within 72 hours. That deadline has passed and i have been on the phone again today for 1 & half hours repeating myself and being hung up on!!!!!!!!! please can i just have a new router. my current one is a Sagem. Reading other posts on here, the Huawei routers seem to fix this issue.

[Debbie-TalkTalk]

Hi Dodge

Thank you.

Debbie

[Dodge272]

Hi Debbie,

Yes I will, but lets hope there isn't any.

Thanks again, you have been a million times better than all of the umpteen TalkTalk operatives I have spoken to the last couple of weeks.

Dodge

[Debbie-TalkTalk]

Hi Dodge

Yes, I agree it does, no problem 🙂 If you do experience any further issues then please let us know.

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

[Dodge272]

Hi Debbie,

Sorry, I have  been meaning to message you, then life gets in the way doesn't it?.........

Our existing router started sporadically flashing orange the other night for quite some time, but we didn't loose the internet.

I'm guessing Talk Talk were doing something with it, as in the morning the VPN worked!!! Maybe one of my many many phone calls had been acted upon and some settings altered or an update perhaps???

Anyway, That very day that the VPN started to work again, I installed the new router that you so kindly sent me, and to my amazement the VPN stopped working again !!! I feared the worst that it would never work again, but to my delight the old router worked again.

I am confused but happy that it works, as is my wife. 

I just hope no other unwanted updates etc come along and stop it working again..........

Thanks again for your understanding and prompt response. 

Dodge.

[Debbie-TalkTalk]

Hi Dodge

Do you still need help with this?

Thanks

Debbie

[Debbie-TalkTalk]

Hi Dodge

No problem, thank you 🙂

Debbie

[Dodge272]

HI Debbie,

I'm not at home, but apparently it has arrived thanks.

I will have a look at it later tonight, and let you know the outcome.

Thanks again,

Dodge

[Debbie-TalkTalk]

Hi Dodge272

Has the router arrived?

Thanks

[Debbie-TalkTalk]

Hi Dodge272

Thank you, very kind 😊

[Dodge272]

Hi Debbie,

I certainly will.

Thanks again, your a star.🌟

[Debbie-TalkTalk]

Hi Dodge272

Ah you're welcome 🙂

Please post back on this thread to let us know how you get on.

Thanks

[Dodge272]

Hi Debbie,

Thank you soooooo much. I wish I'd come to you first of all.

[Debbie-TalkTalk]

Hi Dodge272

I'm really sorry about this.

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Dodge272]

Hi Debbie, 

Please do, that should fix the issue, and yes I have.

I feel like I have made more progress with you in 5 mins, than I have over the past 10 days. 😊

Only yesterday I repeated myself (again), then got cut off again, then repeated myself (again), then got promised I would receive a phone call at 5:15pm when I was stood in front of my router with laptop in hand.............they never called😪

[Debbie-TalkTalk]

Hi Dodge272

Thanks for updating your Community Profile.

I can see that your router has the correct FW with the VPN fix. I can send another router for testing, but we no longer send out the Huawei hub, I can only send a Sagemcom hub.

Have you recently powered down the router for a full 30 minutes?

Thanks

[Dodge272]

Hi Debbie. 

I have added the info.

Thanks for responding. I have seen on other posts that you have helped people.

[Debbie-TalkTalk]

Hi Dodge272

I'm really sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie