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Unable to use Direct Access with Huawei HG633 Router

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9 REPLIES 9
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First Timer

Good afternoon,

 

I work in IT Support for the local Authority and we use DirectAccess.

One of our customers, a local Councillor, is having the same trouble as described in this link:

https://community.talktalk.co.uk/t5/Fibre-Broadband/Direct-access-doesn-t-work/td-p/2368269

 

He is using the Huawei HG633 Router with firmware version h.1.01

 

I understand that the resolution is to swap out his router, could you confirm how we would go about doing this please? We've already tried calling in twice and using the live chat.

We've already tried replacing his laptop and have been out to troubleshoot at his home with additional devices, all are having intermittent connection issues.

 

our Direct Accessserver is working fine as no other users are having this trouble

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Community Team - TT Staff

Hi Sam,

 

I'm sorry for the delay. Our HG633 router should work ok with VPN if it has the latest version of firmware (V2.00) Would it be possible for your customer to post on our Community and we can look into this further for them?

 

Thanks

 

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Chatterbox

Hello I am joining this forum chat. Can you update the firmware. 

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Community Team - TT Staff

Hi,

 

Can you please add your home phone number to your Community Profile so I can locate your details.

 

If unsure of your number, simply dial 17070 from your land line phone and this will confirm the number for you.

 

Please reply when this has been updated.

 

Thanks

 

Karl. 

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Chatterbox

Hello. i have updated the number in my profile

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Community Team - TT Staff

Hi @John Matthissen

 

Please can you create a new thread, we can then look into this further.

 

Thanks

 

Debbie

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Chatterbox

Can you look into it now please from this thread? 
Have noticed there is another thread for same issue from someone else. 
https://community.talktalk.co.uk/t5/Broadband/HG633-VPN-problem/m-p/2452381#M748515

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First Timer

John Matthissen is the customer I raised this post for. He has responded, please can you assist him here?

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Community Team - TT Staff

Thanks Sam 🙂

 

Hi John,

 

Your have the HG633 with latest firmware version (v2.00t), this router generally works fine with VPN's (it's the DSL-3782 that we sometimes have issues with) 


What happens when you try to connect to the VPN? Do you get an error message?
 

Has it ever worked?

Chris

 

 

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Chatterbox

We have now fixed all direct access issues for our users by changing DNS settings on their router to 8.8.8.8 everything works perfectly after this.