New router wont connect to Cisco VPN on my work laptop

[BenTh]

Hi, need urgent help! I've received a new router (Sagemcom FAST 5359) as part of a home move to a full-fibre service. I cannot connect my work laptop which uses a Cisco Anyconnect VPN to access the companies network. I have been speaking to talktalk (lapwing?) who have turned on/off some scam filters but nothing has worked and they are saying it's my companies VPN that's the issue (this works fine with other connections). I have seen similar posts from 2024 in this forum that seem like it's an issue with router firmware. Can anyone help here? Thanks

[KeithFrench]

Hi  @BenTh 

In addition to the escalation done by @Philile-TT, I have also escalated this to a contact that I have within TalkTalk. When I hear back, I will update the thread.

Sometimes, doing a factory reset on the router will force a firmware update. You could try that if you want.

[Philile-TT]

@BenTh we will be escalating this side, and we will advise you once we have a response. 

[BenTh]

Hi Keith, I've tried a reboot and it doesn't pickup any update - still the same firmware

@Philile-TT for info above, could you please tell me what I should do next - do I contact anyone else now to progress this, or wait for a response here from the other people in this thread?

[Philile-TT]

That great. Thank you @KeithFrench for all your help. 

[KeithFrench]

Thanks @Philile-TT. I have also just PM'd Lorraine about it as well.

[Philile-TT]

@KeithFrench I will also pass on the message to @Nicolene-TT . 

[KeithFrench]

Hi @BenTh @Philile-TT 

That looks like it is very old firmware, certainly one that I haven't seen before anyway. Please can you reboot your router to see if it will pick up 4A00.

Hi @Nicolene-TT @Lorrainef 

This customer has a different firmware version on the WiFi Hub 3 that I haven't seen before (4200). However, it looks older than the one that I believe is the current version, 4A00. Please can this be passed to your Devices team to confirm the current version?

[BenTh]

Hi Keith,

Just looked, it's different

Firmware Version: SGEK10004200

[KeithFrench]

Hi @BenTh @Philile-TT 

IPSec, alas, is the one I cannot check, as there are no free IPSec VPN servers to test against. I would suspect that there could be a bug in the WiFi Hub 3's firmware, but first, I need to make sure that you are using the current firmware. If you go to the router's login page in your browser, typing its IP address of 192.168.1.1 by default, look at the bottom of the page under the login section. The firmware should end in 4A00. Is that the same as yours?

[BenTh]

Hi Keith, just looked into settings and against protocol it says IKEv2 / IPsec NAT-T

[Philile-TT]

Thanks for advising @KeithFrench.

[KeithFrench]

Hi @BenTh @Philile-TT 

There were some problems with the previous Hub 2 and a Cisco VPN. I don't have a way of testing this. Do you or your employer's IT dept know which VPN protocol the Cisco VPN client uses? Then I might be able to test another client that uses that protocol.

[Philile-TT]

@KeithFrench any advise on this? 

@BenTh Keith is an expert when it comes to full fibre connections, if he can help, he will advise but if he cannot you will need to contact the full fibre support team. Please wait for @KeithFrench to see this, and he will assist where he can. 

[BenTh]

Yes it's active, working fine with other devices at home

[Philile-TT]

@BenTh is the full fibre connection active?