Work VPN blocked

[BiggerDave]

As of yesterday my Work VPN is being blocked, prior to this it was working. My company IT helpdesk have stated this is a Talktalk issue similar to...

https://community.talktalk.co.uk/t5/Fibre/VPN-Blocked/td-p/2850865

Could the software version of my router be checked to see if it is the latest to resolve the VPN issue. And if it is already the latest version could I please have a new router sent out to see if that resolves the issue instead.

Thanks

[Michelle-TalkTalk]

Morning,

Ok, I've ordered a different make and model of router for testing purposes. We advise 3-5 working days for delivery but this usually arrives within 24-48hrs. Please let us know how you get on.

Thanks

[BiggerDave]

Hi, yes please send a different make of router if that might work. 

Also, when the firmware on my router was changed yesterday, was this a fixed version following an assumed upgrade the day before, or was it actually downgraded to the previous good version? If that makes sense?

[Michelle-TalkTalk]

Hello,

The firmware update should have resolved this. Would you like us to send a different router for testing purposes?

Thanks

[BiggerDave]

Hi, I tried the factory reset. And after reconfiguring my Wifi SSIDs/PWDs etc....It still isn't working.

I can see in the router debug log DNS Resolution failures each time I try and connect to my work VPN.

I had hoped that changing the DNS Lookup in the router to google 8.8.8.8 rather than talktalks dns might resolve this but it still fails.

[Debbie-TalkTalk]

Hi BiggerDave

Thank you. I've checked again and I can confirm that the firmware has updated.

Please can you also try factory resetting the router using the pin hole reset for ten seconds?

[BiggerDave]

Sure, have update my private notes with the SN.

[Debbie-TalkTalk]

Hi BiggerDave

Apologies, please can you add this to the Private Notes section of your Community Profile?

[BiggerDave]

Recycling router and laptop didn't work. It still seems to be unable to connect. 

I don't seem to be able to send a private message? The private message page doesn't load a form to fill in.

[Debbie-TalkTalk]

Hi BiggerDave

Thank you, please let us know how you get on.

If you still can't connect then please can you send me a Private Message with the serial number from the back of your router.

Debbie

[BiggerDave]

Thanks Debbie,

Still not working. I will try recycling my laptop and the router and give it another go.

[Debbie-TalkTalk]

Hi BiggerDave

The firmware has now updated, please can you retest?

Thanks

Debbie

[Debbie-TalkTalk]

Hi BiggerDave

I will start the update now and post back to confirm once it's completed.

Thanks

[BiggerDave]

Now would be great if possible thanks. Otherwise asap pleas

[Debbie-TalkTalk]

Hi BiggerDave

Apologies for this.

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