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on 19-02-2023 11:47 AM
Good morning,
I seem to be facing the same issue as I already have last year (https://community.talktalk.co.uk/t5/Fibre/Problem-with-Firewall-WhatsApp-VPN-MS-Teams/m-p/2885880#M3...) where I am not able to use correctly some applications (which I suspect UDP-based) since yesterday around 2pm:
- WhatsApp takes a long time to seemingly connect, but no message are sent or received
- The VPN to connect to my company has to fallback to a degraded mode in order to connect
- a few other applications fails to initiate connections.
I don't know if there has been a firmware update around that time, but I have already tried to restart the router. Like last time, downgrading the Firewall level from High to Medium fixes the issue.
The current firmware version of my router is SG4K100158 WiFiHub
Thanks.
Jonathan
on 28-03-2023 11:55 AM
Hello,
UPDATE - Your router firmware has now updated to V174. This should resolve the firewall issue. Please let us know if you experience any further issues.
Thanks
on 20-02-2023 08:34 AM
Hi
Our device manager has advised that medium is the correct firewall setting, and in some cases, this is being changed to high during the firmware update, so is looking into this now.
Thanks
Karl.
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on 20-02-2023 08:29 AM
Hello,
As mentioned in my previous messages, setting the Firewall to Medium fixes all the application issues I reported (including Whatsapp), and I have been using that setting since yesterday as a temporary workaround.
I however see it only as temporary and would like to come back to the High setting when possible, as it was before.
Thanks
on 20-02-2023 06:47 AM
Hi @jon48
Can you log into the router and set the router firewall to Medium and see if that allows whatsapp through.
Thanks
Karl.
Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
on 19-02-2023 03:06 PM
Thanks for that. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.
They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.
To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-
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Keith
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on 19-02-2023 02:28 PM
This is the Sagemcom FAST5364 3.00 though.
VPN is not the only system not working correctly (I tested it just to confirm if that was affected or not), WhatsApp was actually the most obvious one.
I am making the connection with my previous experience last year, because the symptoms are very similar, and the same workaround fixes the issue (but of course, I do not want to stay with the "Medium" firewall level)
on 19-02-2023 01:37 PM
Crucially is this the Sagemcom 5364 or 5464 (Hub 2? The same firmware version is used on both routers. As far as I can test, there shouldn't be any VPN issues with the 5364, but there are with the 5464.
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?