Working from home - Cannot access remote desktop

[mpearso2]

I have recently started working from home and have to connect to a VPN then access a remote desktop - Citrix Receiver. 

I am able to connect to the VPN, but am not able to access the remote desktop whilst using my talktalk internet. 

If I connect to the internet via a hotspot on my phone, then I am able to access the remote desktop fine.

My scam protection is switched off. 

I have a DSL 3782 router, which I understand has previously had issues in allowing people to connect to VPN's/ remote desktops. 

The IT department at my work say that I need to contact my internet provider and ensure that Citrix Receiver is unblocked. I have spoken to a few people on live chat/ phone and they either couldn't understand or couldn't help. 

Thanks.

[Debbie-TalkTalk]

Hi mpearso2

You are very welcome 🙂

Please let us know how you get on.

Thanks

Debbie

[mpearso2]

I will do, thank you for your help. 

[Debbie-TalkTalk]

Hi mpearso2

There will be no charge for this router. Please can you return the old router using the pre paid returns bag.

Thanks

[mpearso2]

Thanks Debbie. Please can you also just confirm that I won’t be charged for the new router? 

[Debbie-TalkTalk]

Hi mpearso2

No problem. This will be a Sagemcom WIFI hub.

Debbie 🙂

[mpearso2]

Thanks Debbie. 

please can you confirm what type of router you are sending? 

[Debbie-TalkTalk]

Hi mpearso2

Thanks for your reply.

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

[mpearso2]

Hi Debbie, 

Yes please that would be great. 

Thanks  

[Debbie-TalkTalk]

Hi mpearso2

Apologies for the delay.

I think we should send a new router, would you like me to arrange this?