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Urgent - Problem with disconnects and VPN access from work

YiannisA
Participant
Message 20 of 20

Hello dear Team

 

I am facing problems as well with my current Connection

I can't work as Talktalk blocks my work's VPN connection and also the connection fails every 2 mins 

 

I am reading that many people are facing the same 

 

Some had the issue fixed by you, upgrading remotely something to the router

 

Could you help me as soon as you could please? It is impossible to work like that and make use of my Internet connection

 

(FYI when connected to 4G all is good but very slow so still I can't work) 

 

 

19 REPLIES 19

Message 1 of 20

Thank you so much!

I can't wait for that 😎

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Message 2 of 20

Hello,

 

Thanks for confirming. It's possible that DLM may increase the sync speed further if the connection remains stable. We will check the connection stats again in the next 48hrs.

 

Thanks

 

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Message 3 of 20

Hi Michelle

yes, it is currently at 30 Mbps and much better than previously

Is there any chance to go at least to 32 (hopefully over it) and reach the minimum guaranteed? 

Thank you

Message 4 of 20

Morning,

 

I can see that the sync speed has increased. How have you found the connection?

 

Thanks

 

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Message 5 of 20

Hi YiannisA

 

Thank you 🙂

 

We will check the connection stats/speed again on Monday and we will post back on this thread.

 

Debbie

 

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Message 6 of 20

I will do as I also need to be sure that VPN will be ok 🙂

If you have any update, please let me know

thanks again all of you! 🙂

 

Message 7 of 20

Hi YiannisA

 

I'm glad to hear that VPN is now working.

 

In regards to the speed, please can you leave the Huawei WIFI hub connected without rebooting and we will check the connection stats/speed again on Monday. This will allow DLM time to monitor the connection and speed with this router connected

 

Thanks

 

Debbie

Message 8 of 20

Hello dear Debbie

so far it seems it works better

 

Only problem is the speed (it went down during the night)

 

So from 27 with sagem to 21 and now it it is down to Download: 19.53 Mbps

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Message 9 of 20

Hi YiannisA

 

Can you now connect to VPN with the new router?

 

You don't need to write down any details, you just need to put the old router and cables in the returns bag.

 

Please can you leave the Huawei WIFI hub connected without rebooting and we will check the connection stats/speed again on Monday. This will allow DLM time to monitor the connection and speed with this router connected

 

Thanks

 

Debbie

 

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Message 10 of 20

Ok, my bad

It is the Huawei Indeed, they just look identical.

 

I have set it up already to check how this would react with VPN.

 

2 questions if you don't mind

 

1)Do I need to also write down my name on the return bag for the previous modem?

2)Is the speed gonna be fixed? It was 27 M/s yesterday (When FF is coming ? :/) and now it is 21 M/s with the Huawei. 

Is it because of the different modems? Do I need to do something to calibrate the speed and have it a little bit up (even at 27 like it was with Sagem)?

 

thanks 

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Message 11 of 20

Ok thanks. Sorry about that, I definitely ordered an Huawei, but unfortunately we have no direct control over which router is sent. The Sagemcom with 2816t usually works fine with VPN's so could you try the new router anyway and let us know if you experience the same issue


Chris

Message 12 of 20

Hello dear Chris!

I received the modem but , guess what.

 

It is the Sagem as well and not the Huawei 

How do we proceed with that? 

 

 

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Message 13 of 20

Hi YiannisA,

 

I've ordered the router, it should be with you within a couple of working days (yes you can return one of the routers, there should be a returns bag provided with the new router)

Chris

 

 

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Message 14 of 20

Hello dear Debbie

That would be great actually 

I can then try and see which works better for my case

Would I be able to return one back as well?

 

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Message 15 of 20

Hi YiannisA

 

Thanks for your reply.

 

Your router doesn't have the firmware version which is affecting VPN connections.

 

I think we should send a Huawei WIFI hub for testing, would you like me to arrange this?

 

Thanks

 

Debbie

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YiannisA
Participant
Message 16 of 20

My Router is Sagem

TalkTalk Wi-Fi Hub
version SG4K10002816t

 

 

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YiannisA
Participant
Message 18 of 20

hi Michelle

VPN is LARK

 

I can see that others have had a remote upgrade to their modem and then things were fixed

Would someone be able to do so as well?

As you can understand the problem is huge and there is something with the modem , not the line itself 

I read at least 10 messages already having the same problem with me

 

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Michelle-TalkTalk
Support Team
Message 19 of 20

Hello,

 

I'm sorry to hear this. Can I just confirm, which VPN client you are using please? In regards to the intermittent connection, I've run a test on the line now which hasn't detected a fault, however I can see re-connections on the line. Does the main socket have a test socket? Is their any noise on the voice service?

 

Thanks

 

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