VPN

[Neilp346]

Good Afternoon, I am experiencing issues connecting to my VPN, my work IT have looked at and said everything is fine, and looks like it may be a firmware issue with my router which is sagemcomfast5364, could you please assist so I can get this sorted.

[Debbie-TalkTalk]

Hi Neilp346

I'm so glad to hear this, thanks for letting us know 🙂

Debbie

[Neilp346]

Hi Debbie 

My VPN is now working, thank you very much for your help today.

[Debbie-TalkTalk]

Hi Neilp346

Thank you 🙂

Your router FW has now been updated, please can you retest and let us know how the connection compares?

Thanks

Debbie

[Neilp346]

Today would be fine if possible 

[Debbie-TalkTalk]

Hi Neilp346

Apologies for this.

I will need to update your router to a different firmware version. When would be the best time for me to do this?

We advise to leave the router switched on without being rebooted whilst the FW is being updated.

Thanks

Debbie

[Skynet_TX]

The version should start with 'SG4K', for example SG4K100130

[Neilp346]

Hi The version is FAST5364-3.T8

The VPN question cannot answer as this is set up by work, and IT have checked through another internet provider and it works fine.

[Skynet_TX]

Hi @Neilp346,

If you browse to the router login screen at http://192.168.1.1/ what 'version' does it show near the bottom of the screen.

What VPN software are you trying to use (or is it the built in Windows 10/11 VPN).

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 & 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.