VPN connection issue

[brucexu]

I am having issues connecting to the VPN to work from home. I have read other forums and been told its due to my router and I need a new one please help. I have tried live chat but this did not help at all.

[Debbie-TalkTalk]

Hi brucexu

I'm so glad to hear that this is now working.

Apologies for the issues you experienced reporting this fault. I will feed this back.

Thanks

[brucexu]

Hi Debbie, the VPN works now! Thank you so much. 

I spent almost 2 hours talking to several TalkTalk customer service staff and an engineer visited this morning. 

However, none of them are aware of the cause(s) of the VPN connection issue, and suggested that I should contact my company IT department. May I suggest that you share the experience of dealing with this type of issue to the entire customer service team. 

Finally, just want to say thank you again for your time and support! 

[Debbie-TalkTalk]

Hi brucexu

Thank you 🙂

All updated, please can you retest?

Debbie

[brucexu]

Hi Debbie, please make the change now. Thank you very much for your support! 

[Debbie-TalkTalk]

Hi brucexu

Thank you. I will need to make a change to your router firmware, when would be the best time to do this?

We advise to leave the router switched on without being rebooted whilst we update the FW. This should take no longer than 15 minutes to update.

Thanks

[brucexu]

Hi Karl, Thanks for your reply. I have provided my TalkTalk home phone number (although I don't use the phone). 

[Karl-TalkTalk]

Hi

Can you please add your home phone number to your 'Community Profile' so I can pick this up for you.

Thanks  

Karl.