VPN suddenly not working

[IOWuser53]

Hi

I have been using the TalkTalk FAST 5364 3.00 and despite my vpn working for the last year, I am unable to VPN into my office. It was working ok until recently, but then I lost the vpn connection and the second router is going straight through instead of the vpn routing so called TalkTalk who not very helpful at all.

The TalkTalk Wi-Fi Hub router details are

Device Ver: FAST 5364-3.00
Firmware is  SG4K100136 and the GUI version is : 5.6.1

I have seen many people has had the same issue and you were able to resolve by updating the firmware.

Please can you do this for my device too

Many Thanks

[Debbie-TalkTalk]

Hi IOWuser53

No problem 🙂

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

Thanks again.

Debbie

[IOWuser53]

That’s fantastic Debbie

2nd router working fine as well

Many thanks for yours and Divsec’s help with this.

Regards

IOWuser53

[Debbie-TalkTalk]

Hi IOWuser53

Thank you 🙂

The firmware has now updated.

Debbie

[IOWuser53]

Thanks for that Debbie

The other router is now connected and awaiting the updated firmware

[Debbie-TalkTalk]

Hi IOWuser53

I'm so glad to hear this 🙂

Our Products Team have tested and advised that this should not happen again in the next firmware version.

If you could connect the other router, then I can update the FW on this router too.

Thanks again.

Debbie

[IOWuser53]

That’s great it’s all working fine now.

Many thanks Debbie.

Just a couple of other questions if I may?

1: Can you assure me that no further firmware updates will cause this issue with the VPN again on this router?

2: I also have an identical router as a backup. This router was also working fine until a previous firmware update on that one. Can you send me the firmware update that you used this morning, via my email address, so that I may download it on to the 2nd router or would it be easier for me to connect the 2nd router so that you can download the firmware your end?

Your help with this is much appreciated.

[Debbie-TalkTalk]

Hi IOWuser53

Apologies for this.

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

Thanks

Debbie

[IOWuser53]

Thanks for that Divsec and just to anticipate the question from TalkTalk of when this firmware fix would be convenient, as soon as possible please as the router is on 24/7

[Divsec]

@IOWuser53 great, thanks, it should be sorted for you during tomorrow. 

[IOWuser53]

Thanks Divsec I've added those now

[Divsec]

Hi @IOWuser53 you are correct but the team also need to identify your account so please add your phone number and account number to your community profile (not here please for your security)