router blocking vpn

[robhansel]

hi

We have had a service with you for around 5 years, and 3 weeks ago we experienced a block on my wife's work vpn.

We made an initial call and got referred back to our IT departments as talktalk checks stated that there were no issues and everything was fine.

We have had our work IT departments check and there is no issue with our work laptop.

The VPN works at other people wifi's including cafes and other domestic.

Details are

TalkTalk Wi-Fi Hub

version SG4K100136

hardware version FAST5364 3.00

software version SG4K100136

 VPN configured is PPTP

The wifi works fine on all our devices, and through further investigation your community posts have lots of records of this issue with customers receiving an alternative router.

I have rung many times and chatted with your online team and have been promised x3 call back on

Friday to Sunday 20-22   all arranged by talk talk  (I have the texts from talk talk) and all have been missed.

I finally had a successful 4th call back and we received a new sage com router today. Our access to VPN is still blocked.

Can someone help us resolve this, does the new router need a firmware update? Please help....

[Debbie-TalkTalk]

Hi Rob

I'm so glad to hear this, thanks for letting us know 🙂

[robhansel]

Hi 

it all works now

thank you

Michelle

[Debbie-TalkTalk]

Hi Rob

Yes please 🙂

Thanks

Debbie

[robhansel]

thank you i will do that now - do you mean just swithch it off and then back on again?

[Debbie-TalkTalk]

Hi Rob

All done 🙂

Please can you power down the router and then retest once the router is switched back on.

Please don't factory reset the router.

Thanks

[Debbie-TalkTalk]

Hi Rob

Apologies, I'm having some issues updating the FW. 

I will keep trying this and confirm once the router firmware has updated. Please can you leave the router switched on without being rebooted.

Thanks

[robhansel]

yes thank you

[Debbie-TalkTalk]

Hi Rob

Thank you. I will post back to confirm once the firmware has updated.

Debbie 🙂

[robhansel]

hi, thanks Debbie, yep thats fine, the router is switched on and wont be switched off, please message if you need us to do anything elseor call the landline, thanks

[Debbie-TalkTalk]

Hi robhansel

Will it be ok if I start the update at 9am today?

[robhansel]

hi Debbie, thanks for getting back to us so quick,  anytime convenient for you, the router can always be switched on, evening is best though, but we can do daytime if needs be. Let me know a time. Thank you

[Debbie-TalkTalk]

Hi robhansel

I'm really sorry to hear 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

[ferguson]

Sorry that you have had problems with this, the support team here can help. You should get response tommorow.