Cannot connect to Cisco vpn

[Plees]

Hi, I have recently received a new router and cannot connect to my Cisco VPN please can you help. Your help is greatly appreciated 

[sabelo-TT]

@Plees, you can try it however, as we have escalated this matter, we will inform you with feedback. 

[Plees]

Hi so this issue arose when i received and have setup the new router. Do I need to use the router i previously had as the newer router cannot have the firmware changed 

[KeithFrench]

Hi @Plees 

I have been in contact with @Lorrainef, the manager of the TalkTalk support staff on here like @sabelo-TT & @kanya-TT. This is the update I have received from her:-

"We've checked and the customer seems to be offline. If he can connect his router back again we can put him back to FW174 and ensure he's not included in future campaigns.

We also think he's using WFH3 at the moment, can we check if he's still facing the issue with using WFH3 too please?"

From this V174 is for a Sagemcom Wi-Fi Hub 1 or 2, it cannot be applied to the Hub 3. Please can you confirm what firmware this is running & if the problem still exists with your Cisco VPN client on this newer router?

[sabelo-TT]

@Plees, an escalation has been made for this matter and we are awaiting feedback for this. 🙂 

[Plees]

All I can say is that some people have had problems connecting to Cisco VPNs, possibly with just the latest version V208. It might need rolling back to V206 or before. This is what Keith said earlier can't you just do the above 

[KeithFrench]

Hi @kanya-TT @sabelo-TT 

It will either be the Sagemcom 5364 or 5464 and I am sure the firewall level has been checked before it was rolled back previously.

[kanya-TT]

Don't worry, so I will need you to check if the Firewall settings are set for VPN. 

Configuring Firewall Settings on TalkTalk Wi-Fi Hub 3

1. Access the Router's Admin Interface

• Connect to Your Network: Make sure your device is connected to the TalkTalk Wi-Fi Hub 3, either via Wi-Fi or Ethernet.
• Open a Web Browser: Launch a web browser on your device.
• Enter the Router's IP Address: Type 192.168.1.1 into the address bar and press Enter. This is the default IP address for the TalkTalk Wi-Fi Hub 3.

2. Log In to the Router

• Enter Credentials: You will be prompted to log in. The default username is usually admin, and the password is either printed on the back of the router or set by you during the initial setup. If you have changed these credentials, use your custom login details.

3. Navigate to Firewall Settings

• Find the Firewall Section: Once logged in, look for a section labeled "Security" or "Firewall" in the menu. This may vary slightly depending on the firmware version.
• Check Firewall Status: Ensure that the firewall is enabled. This is important for protecting your network.

4. Adjust Firewall Rules

• Port Forwarding: If your VPN requires specific ports to be open (like UDP 500 and UDP 4500 for IPsec), you may need to set up port forwarding:
  • Look for a section labeled "Port Forwarding" or "Virtual Servers."
  • Add a new rule for the required ports, specifying the protocol (UDP) and the internal IP address of the device you are using for the VPN.
• DMZ (Optional): If you continue to have issues, you can temporarily place your device in the DMZ (Demilitarized Zone) to bypass the firewall. However, this should only be a temporary measure for troubleshooting.

5. Save Changes

• After making any changes, ensure you save the settings. There may be a "Save" or "Apply" button at the bottom of the page.

6. Restart the Router

• It’s a good idea to restart your router after making changes to ensure they take effect. You can do this by unplugging the router for a few seconds and then plugging it back in.

Kanya

[kanya-TT]

Hey there, @Plees. Do you know the type of router you have. 

Kanya

[Plees]

Hi can I just check that you have raised this with the people who Keith has mentioned 

[sabelo-TT]

Thank you for this. 

[KeithFrench]

Hi @sabelo-TT 

There is nothing I can do about applying firmware updates, as I am just a customer. All I can say is that some people have had problems connecting to Cisco VPNs, possibly with just the latest version V208. It might need rolling back to V206 or before. Your Devices team will know the answer to this; you will need to raise this with @Nicolene-TT, who can pass it to @Lorrainef, who in turn can get the TalkTalk Devices team's input.

I do not have access to this VPN client and so cannot include this in my extensive firmware update testing. 

[sabelo-TT]

@KeithFrench, the issue will need the intervention of our Full Fibre team however, assistance from you would be greatly appreciated. 🙂 

[KeithFrench]

Hi @Plees 

I assume the reason that @sabelo-TT cannot do firmware updates on your router is that the new team are not yet trained or has access to the full fibre systems.

[sabelo-TT]

@Plees, I have just shared a private mesage to you. Kindly have a look into this. 

[Plees]

Hi when this issue happened a year ago someone from talk talk just downgraded the firmware on the router why can't you do this 

[sabelo-TT]

Thank you for this. With this matter and instance, I will kindly ask for you to get in touch with our Full Fibre department using 03451720074 Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed as our dedicated team will further assist you with the matter. 

[Plees]

Hi, yes I have received and connected to the new router 

[sabelo-TT]

@Plees, just to double check, I noticed that one of our latest routers was sent to you a few days back. Can you confirm if you have successfully received this?

[sabelo-TT]

Thank you for this. Let me investigate on my end @Plees as I will get back to you once done. 🙂 

[Plees]

Hi, yes this is not the problem it's the firmware on the router as this issue has happened previously on another router.