Work Cisco Anyconnect VPN does not connect

[AdamJay]

Hi,

I have a TalkTalk Wi-Fi Hub 2 hardware version FAST5464 version SG4K100202 and as of around the 5th/6th of September, I have been unable to connect on one of my work laptops (I have several company and client laptops, and only 1 out of 4 is impacted - unfortunatley its the one I need to use most) using the mandatory Cisco Anyconnect VPN.

I am able to connect the laptop to the wifi and I can confirm its connected via the router GUI on another device but the VPN does not connect.  I've tried multiple reboots of the laptop and router, tried using both Wifi and LAN cable (neither of which work), giving the device a static IP and putting it into the DMZ, and factory resetting the router, all with no sucess. I don't have a spare router to test. I'm able to tether it to my mobile and connect, and I've engaged my work IT who aren't aware of any changes made to the laptop or the VPN service.

What's annoying is that I have 6 other devices (3 other work laptops, a desktop PC, a phone and a Nintendo Switch) that all seem to be working without issue.

I can see there are a few similar recent posts, has there been a recent change made to the router like firmware or other config?

Are you able to recommend any sugestions?

Thanks

[Michelle-TalkTalk]

Hi @AdamJay 

Our Devices Team have asked if you are able to confirm your VPN Protocol/SW Version, as this will help our Devices Team with their investigations?   

Thanks   

Michelle

[Debbie-TalkTalk]

Hi @AdamJay 

I'm so glad to hear this, thanks for letting me know.

Debbie

[AdamJay]

Hi @Debbie-TalkTalk,

Sorry for not getting back sooner, this is now working again. Many thanks for your help with this!

[Debbie-TalkTalk]

HI @SColeman12 

I will post on your topic on the Community.

Thanks

[SColeman12]

Thanks, I've done this now 🙂

[ferguson]

!

@SColeman12 

As above, please start your own topic and the support team will look into this for you. 

[SColeman12]

Hi,

I'm having exactly the same issues whilst working from home.  My work laptop will connect to the wi-fi but the I cannot connect to the VPN as it is say it cannot access the internet.  Work IT engineers have checked my laptop and everything is as it should be.  Has there been a change or update to ISP settings?                          

[Debbie-TalkTalk]

Hi @KKarth 

Please can you create a new topic here Broadband - TalkTalk Help & Support

I can then take a look at this for you

[KKarth]

Hi,

Thanks for the response. I have updated my profile.

Regards,

KKarth

[Debbie-TalkTalk]

Hi @AdamJay 

I've made a change, please can you retest this morning?

[Michelle-TalkTalk]

Hi KKarth,

I'm really sorry about this. Our Devices Team are aware and are working to resolve this as soon as possible. Please can you add your name and home telephone number to your Community Profile and we can escalate this over for you. Please do not post any personal information on the Community.

Thanks

Michelle

[KKarth]

Hi,

Is there any fix for above mentioned issue. I have encountered similar issue this week.

Thanks

[Debbie-TalkTalk]

Hi @AdamJay 

I'm really sorry about this.

Our Devices Team are currently looking into this issue and I should have further updates later today.

I will post back on this thread.

Thanks

[ferguson]

This appears to be a widespread issue and has been flagged up to the support team here.