VPN

[rebeccasmith231]

I’m having trouble accessing my VPN, I’ve read that the firmware needs updating, please can someone help me with this, as I’ve been on to customer services for nearly 2 hours trying to resolve this issue with no luck.

Desperately need this to be able to access my work 

[Debbie-TalkTalk]

Hi Rebecca 

Our Devices Manager has asked me to check a couple of things with you.

Which VPN client are you using? When you try and connect to VPN what happens, do you receive an error message.

[rebeccasmith231]

Thank you 

[Chris-TalkTalk]

OK thanks Rebecca, we are just waiting for some information from our Product team before we change your firmware version. We'll let you know when we have any more information

Chris

[rebeccasmith231]

Hi Chris

Its white 

thanks,

Rebecca 

[Chris-TalkTalk]

Hi Rebecca,

What colour is the light on the router?

Chris

[rebeccasmith231]

Hi Debbie,

Have you had any luck updating the firmware?

Thanks,

Rebecca 

[Debbie-TalkTalk]

Hi Rebecca

Thank you. Please keep the router switched on and I will post back to confirm once completed.

Debbie

[rebeccasmith231]

Hi Debbie,

yes that’s fine thank you, happy to try anything to get me up and running!

[Debbie-TalkTalk]

Hi Rebecca

Apologies for this. I can try one more firmware version. Will it be ok if I do this now?

[rebeccasmith231]

Hi Debbie,

I have tried that and unfortunately it does not seem to be working 

thanks,

Rebecca 

[Debbie-TalkTalk]

Hi Rebecca

Apologies for this.

Please can you pin hole reset the router for me (for ten seconds) and then try again?

[rebeccasmith231]

Hi Debbie,

I am still unable to connect to VPN

thanks,

Rebecca 

[Debbie-TalkTalk]

Hi rebeccasmith231

I'm really sorry to hear this.

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

Thanks

Debbie

[KeithFrench]

I assume that you are using the Sagemcom 5364 or 5464 router? I have asked one of TalkTalk's support to pick your thread up and upgrade it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.