VPN will not connect - urgently needed to WFH

[BeckyKito]

I have been unable to connect to VPN since starting my new job in April.  It hasn't been an issue until recently, when the accounts package I use every day changed server.  

My laptop can be used on the work WIFI when in the office but will not connect to the VPN when I am using my home WIFI.  The IT team are saying it is down to the broadband provider (TalkTalk).  I need this remedying as soon as possible as this is preventing me doing any work from home.

My router is a Sagemcom model; does this need updating / amending? How do I go about this?

[Debbie-TalkTalk]

Hi BeckyKito

Is this working ok now?

Thanks

Debbie

[Debbie-TalkTalk]

Hi BeckyKito

Apologies for this.

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

Thanks

Debbie

[Skynet_TX]

Hi @BeckyKito,

There is a known issue with a specific version of firmware for the Sagemcom that can cause problems with VPN connectivity. The support team here should be able to help when they return tomorrow, they may well be able to update your router to use a different version of firmware that is more reliable with VPN connections.