Cannot connect to company Cisco AnyConnect vpn

[kasakaa]

Since Tuesday 3rd September 2024 I am unable to connect to my company Cisco AnyConnect VPN.

I was able to previously, last successful connection on Monday 2nd September 2024. I can connect to the VPN on other connections such as office WiFi and mobile hotspot. Company IT have confirmed there have been no changes on their end. I am able to connect other devices to home TalkTalk WiFi. I have tried wireless and wired connections to TalkTalk hub without success.

I can see there have been similar cases in recent weeks (https://community.talktalk.co.uk/t5/Broadband/VPN-connection-issue/m-p/3063029, https://community.talktalk.co.uk/t5/Fibre/Connecting-to-company-VPN/m-p/3062701)

WiFi Hub Router firmware is SG4K100202 

I have updated my community profile with everything except my landline number, which I cannot access as I am currently getting an error when I try to log into my main TalkTalk account.

If a new router is a potential solution, I would be happy to receive one.

[Debbie-TalkTalk]

HI @NathanS 

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

We can then take a look at this for you.

Thanks

Debbie

[ferguson]

@NathanS 

Please start your own topic, complete your community profile details here to include your TalkTalk phone number and the support team should be able to fix this for you. 

[NathanS]

I am also having this same issue with the Cisco AnyConnect VPN. I have had my company IT reinstall the VPN twice. I can connect to other private networks or tether to my mobile, but cannot connect at home either on wifi or wired. I spoke on chat this evening and the usual tests took place. Everything appears to be working but for the last 2/3 weeks I have been unable to work from home.  Chat agents suggested an upgrade but all my other devices work, there has to be a similar blocker to my access.

[Debbie-TalkTalk]

Hi @kasakaa 

Perfect, thank you 🙂

[kasakaa]

1. What VPN protocol is this Cisco VPN client using?
   • IKEv2/IPsec NAT-T
2. Developer/SW version of the VPN.
   • 5.1.3.62

[Michelle-TalkTalk]

Hi @kasakaa 

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 @kasakaa 

Thank you for confirming and apologies again for this issue.

[kasakaa]

It seems to have fixed things, thanks.

[Debbie-TalkTalk · Accepted solution]

Hi @kasakaa 

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

[Michelle-TalkTalk]

Morning,

Apologies, we have chased our Devices Team this morning and we're just awaiting a reply back.

Thanks

Michelle

[kasakaa]

Good morning @Chris-TalkTalk @Michelle-TalkTalk any update from the product team please?

[Michelle-TalkTalk]

Hi @erinmay3 

I'm sorry to hear this. I can see that you've created your own topic so we'll reply there shortly.

Thanks

Michelle

[erinmay3]

I am also having the same issue, was able to last connect on Friday 13th but come Monday and today I can’t connect - TalkTalk only advised to factory reset router which hasn’t worked.

[Michelle-TalkTalk]

Hi @jono3000 

I've just posted on your topic now.

Thanks

Michelle

[jono3000]

I am also having the same issue with AnyConnect - was working Friday 13th, not working today Monday 16th

[Chris-TalkTalk]

OK thanks. We've passed this over to our product team, we'll let you know when we have any more information

Chris

[kasakaa]

Update / correction on the Cisco AnyConnect client error message: there are multiple web / VNS addresses (assume these are for VPN servers? Not sure how it all works), it tries to connect to the first address, then it says "Failed contacting <company vns address>", then it cycles through the others trying to connect, and finally an error box pops up saying "Could not connect to server. Please verify internet connectivity and server address." 

I am able to connect via mobile hotspot so I have confidence that the server address is correct. The issue seems to be with TalkTalk internet connectivity.

[kasakaa]

Hi Chris, I've switched it off for an hour, now back on and I am still unable to connect to the company VPN.

[Chris-TalkTalk]

Hi kasakaa,

Can you switch your router off and leave it off for at least 30 minutes, then switch back on and retest. If you are then still experiencing problems please let us know 

Chris

[KeithFrench]

Hi @kasakaa 

Alas, I can't test VPNs using the IKEv2/IPsec protocol as I have been unable to find any free VPN servers using this protocol. There @Michelle-TalkTalk and the TT DEvices team will assist you.