I have a new Windows 10 laptop that when connected to my SagemCom router gets stuck booting and won't connect to VPN. It gets stuck on the Welcome screen and you have to turn off the router, turn off the laptop and then it boots fine. My old laptop connected to the SagemCom router and same VPN service fine and there are no problems with other devices in the household. The new laptop also connects to other non-TalkTalk routers and connections fine.
I tried calling Customer Services and had an awful call with someone who wasn't listening, didn't care, and wouldn't put me through to their manager. Distressing.
How does the laptop connect to the router, via a wired or wireless connection? What happens if you keep the WiFi or Ethernet connection disconnected, or disabled on the laptop's boot up.
If it boots OK like this, then all I can do is ask TalkTalk to consider a replacement router.
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
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Apologies for this.
I've checked and your router has the latest firmware version. I can send a replacement router for testing, would you like me to arrange this?
Got the new router - thank you. It's an improvement - I can connect to VPN ok and if I lock the laptop while connected I can log in again without it getting stuck. But I still can't restart if I shut down while connected to the router. It just hangs.
Glad to hear there's been some improvement. When the laptop is booting up does it automatically connect to the VPN or do you connect manually once the Windows desktop loads?
OK thanks. As this is happening with two different routers and I haven't seen anyone else reporting the same issue, I can only really see this being a problem with the laptop. If you connect the laptop to the router by Ethernet cable, do you experience the same issue?
It's the same with the ethernet cable.
I take your point that it must be the laptop if it's happening with two different routers but I don't have this issue with non-TalkTalk connections so it must be related.