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

[Mandisa-TT]

Hi @BenTh I have placed thee order for the WiFi Hub 3 to be sent to you and it will be delivered within the next 2-3 working days.

[Mandisa-TT]

I have received the details, I will place the order for you now. 

[BenTh]

Hi

@Mandisa-TT PM sent.

Thanks

Ben

[Mandisa-TT]

Appreciate your help @KeithFrench on this thread.

[KeithFrench]

Thanks @Lorrainef 

[Mandisa-TT]

Understood @Lorrainef . I’ll get the replacement router arranged. @BenTh please private message me your full delivery address so I can complete the order.

[Lorrainef]

@Philile-TT  Hi, can you please send a replacement router on this one, thank you.

[KeithFrench]

Hi @Philile-TT 

@Lorrainef advised me last week that the router was to be changed out, as the problem is most likely related to the firmware that will not automatically update itself. This is despite me asking @BenTh to both try a reboot & when that failed, a full factory reset of the router. Please see my post #23 on this subject.

[Philile-TT]

@BenTh Hi there. We have been awaiting feedback regarding this, however I was advised that the issue may not be with the router because everything else is working it is just with your work laptop this could mean there is something wrong with the laptop. 

[BenTh]

Hi all, is there any update to my issue with my router and VPN connection? There has been no change to the issue, I still cannot get this working. Thanks

@Philile-TT 

@KeithFrench 

@mandisa1-TT 

[Philile-TT]

You are most welcome. I will get back to you just after I speak to her. 

[KeithFrench]

Thanks @Philile-TT 

[Philile-TT]

@KeithFrench I will speak to @Nicolene-TT and get back to you. 

[KeithFrench]

Hi @Philile-TT @mandisa1-TT 

This Hub 3 must be faulty, as it will not update its firmware automatically. The customer @BenTh has tried rebooting the router & then a factory reset, but still it won't update. Although I have never seen V4200, it must be way older than the current one, V4A00.

Please could you therefore replace the router for me?

[Philile-TT]

@BenTh we still awaiting information from the team. 

[KeithFrench]

Hi @BenTh 

I have already chased my contact & am waiting for a reply.

[BenTh]

Hi all, is there any update to my issue with my router and VPN connection? - when we left this on Friday evening there was an outstanding query regarding my router firmware version that I hadn't been able to update.

Thanks all for your ongoing help, Ben

@Philile-TT @mandisa1-TT 

@KeithFrench 

[KeithFrench]

Hi @BenTh 

My contact in TalkTalk is checking for me now.....

[BenTh]

Thanks Keith, I've done a factory reset but unfortunately this hasn't triggered a firmware update either. Thanks for your ongoing help 👍

[mandisa1-TT]

Thank you so much for the support @KeithFrench