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

[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 

[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