VPN keeps disconnecting PPP server error

[ThisLeeN0ble]

As of a few days ago I'm getting kicked off within 5 seconds of connecting to my work VPN. IT guy at work says it's an ISP issue. I've tried rebooting the router(s) with no effect. 

I wonder if this has anything to do with what a TalkTalk rep said to me on the doorstep last week. A woman came around hawking TalkTalk and I said I was already with you and she asked if I had the black router or the white one as the black one would stop working on Monday (just gone). I've got the black router but it's connected through a smaller white modem because fibre or whatever and she said I'd be okay, but coincidentally or otherwise this problem started on Monday. I really need it sorting as it's preventing me from accessing services at work.

[Debbie-TalkTalk]

Hi ThisLeeN0ble

Apologies, it is a G.fast connection.

You will need to connect the router to the Openreach modem.

[ThisLeeN0ble]

I don't recognise that terminology. My understanding was that I had fibre coming into the house and there's a white Openreach modem or router or whatever that sits between the broadband port and the router. I usually get 140Mbps down and 30 up. Does that help you confirm my connection type? G.Fast means nothing to me.

[Debbie-TalkTalk]

Hi ThisLeeN0ble

Just to confirm, do you have a G.fast connection?

[ThisLeeN0ble]

I've installed the new router and the VPN connection problems persist. On Friday I went worked in the library for several hours, using the public wifi, and the VPN was connected throughout without any disruption.

This was using the same laptop as I use at home so the problem only happens when connected via my TalkTalk service.

Do I still need to piggy-back the router through the other white (presumably modem)? I notice that the new router is slightly updated as it mentions digital voice network on the back. Can I bypass the white box and plug it directly into the fibre connection now?

[Debbie-TalkTalk]

Hi ThisLeeN0ble

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[ThisLeeN0ble]

Certainly.👌

[Michelle-TalkTalk]

Thanks for trying this. Are you happy for us to send a replacement router?

Thanks

Michelle

[ThisLeeN0ble]

I can confirm that following a factory reset of the router, I'm still unable to establish a VPN connection for longer than 5 seconds.

[Michelle-TalkTalk]

Hi,

Ok. Is it only VPN which is affected? Is the connection stable on all other devices? Have you also tried factory resetting the router? If you've already tried this then I think we should send a replacement router for testing purposes to rule this out.

Thanks

Michelle

[ThisLeeN0ble]

When you say "reconnection", I assume you mean from this morning. That would tally with the one attempt I've made at a VPN connection this morning that failed after a few seconds. I did also reboot both modem and router yesterday before I made my first post on the topic in case you're referring to that one.

[ThisLeeN0ble]

I don't have any wired devices that use the VPN. I don't have an ethernet adaptor to plug into my laptop to try it either.

[Michelle-TalkTalk]

Hello,

Thank you. I've run a line test now which is clear and I can see 1 re-connection on the line. Does this issue with the VPN also happen if you connect wired?

Thanks

Michelle

[ThisLeeN0ble]

Done

[Michelle-TalkTalk]

Morning,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle