Unable to connect to VPN

[akankhya11]

Hi,

I am unable to connect to workplace VPN using Talk Talk's supplied Huawei 633 Router., however I used a different internet provider and was able to connect to the VPN without any problem.

Any assistance in resolving this would be appreciated.

Regards,

Akankhya

[OCE_Michelle]

Hi akankhya11,

I'm sorry to hear this. VPN should work fine with the HG633 router and I've checked and the router also has the most up to date firmware. Are you trying to connect wired or wireless? Which VPN client are you using?

Thanks

[akankhya11]

Hi Michelle,

Thanks for the quick response. I'am trying to connect to VPN through wifi and using Pulse Secure client to connect to Okta VPN. Do I need to do any exclusion of my company VPN url in the router settings?

Regards,

Akankhya 

[OCE_Michelle]

Hi akankhya11,

Thanks for the update. Would it be possible to test wired to see if this works so we can see if this is related to wireless?

Thanks

[akankhya11]

Hi Michelle,

I tested it with ethernet but no luck. I suspect there may be firewall blocking my company VPN url. Is there any settings we can look at?

Regards 

[OCE_Chris]

Hi akankhya11,

Sorry, there isn't really any setting we can look at, the routers default settings should work.

Have you ever been able to connect to the VPN on your TalkTalk Internet connection?

What happens when you try to connect, do you get an error message?

Chris

[akankhya11]

Hi,

I haven't been able to connect to VPN with TalkTalk before and here is the error message I get,

[OCE_Chris]

OK thanks.

There shouldn't be any issues with pulse and the HG633, have you spoke to your work IT department to see if there's anything they can suggest?

Chris

[akankhya11]

The IT aren't able to help because I am able to connect to VPN through different provider and also with my mobile hotspot. They only suggest me to seek help from TalkTalk support team.

[OCE_Chris]

If you have HomeSafe switched on you could try temporarily switching it off to see if it's having any effect. You can do this through My Account

Chris

[akankhya11]

I haven't switched on HomeSafe.

[OCE_Chris]

OK thanks. You could try using a 3rd party DNS server such as Google's. There's more information about 3rd party DNS's servers here

Chris

[akankhya11]

Hi Chris,

I saw that the static DNS box is already untick and I also tried using a different DNS and still no luck.

Regards

[OCE_Chris]

OK thanks. As we've said, the HG633 should work fine but I can send a different make and model of router to test with, would you like me to arrange this?

Chris