Router is blocking work VPN

[Haylzzx]

Hello my router is blocking my work VPN so I am unable to work from home. I have recently moved house and I am using the same router as before. I had previous problems with this in my old address but this was resolved. Perhaps the firmware needs to be updated? It is very important I am able to connect to my work VPN in order for me to work. Please help.

[Haylzzx]

Thank you keith. Yes its available on windows. Hopefully they can resolve soon. My I.T department have been trying all day.

[KeithFrench]

Is Pinnacle available for Windows?

Just in case your router is faulty I have asked one of TalkTalk's support to pick your thread up and replace it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

[Haylzzx]

@Karl-TalkTalk @Debbie-TalkTalk @Michelle-TalkTalk could one of you please help me as you managed to help resolve this before.

[Haylzzx]

Yes tried that still hasn’t worked. 

[KeithFrench]

Hi @Haylzzx 

I have proved that it is not the router that is blocking PPTP. Did you try my other suggestion about using the Google DNS servers?

[Haylzzx]

It worked fine with this computer and router before I moved house? Talktalk had to fix it previously when i first started working from home. But since I have moved house I now have the problem again. 

[KeithFrench]

Hi @Haylzzx 

I have just tested this, using the Sagemcom 5464 Hub 2 running firmware V206 & can confirm it all works fine with a PPTP connection to the normal TalkTalk VPN servers.

Are you sure that there is nothing on your PC that is blocking this when using your router?

[KeithFrench]

Hi @Haylzzx 

PPTP is always one of the VPN protocols that I test & it passed OK when I first tested V206, prior to its general release. I did have a problem with it this morning (not over a Sagemcom) and tried it with a different VPN server to the standard TalkTalk ones (Google DNS - 8.8.8.8 & 8.8.4.4) and it worked the first time. I will retest again with a Sagemcom in a while, but in the meantime, if you want to try Google DNS you can do it by logging into the router & going to:-

Dashboard > See internet settings > Manage advanced settings > Internet connectivity > DNS IPv4

Then change the DNS dropdown box to Manually Specify DNS. Then set DNS 1 & DNS 2 as mentioned above.

[Haylzzx]

Thanks Ferguson.

[ferguson]

There we go, your VPN is provided by Pinnacle. That's a good next step.  🙂

[Haylzzx]

@Karl-TalkTalk the error I am receiving is ERROR 807 which means my router is blocking the PPTP. I have put my router details into my private notes please check firmware to ensure this is not being blocked. Thank you so much and I hope for a speedy resolution.

[KeithFrench]

If they use their own VPN client, we have no way of testing this to see if it is blocked in any way. Please find out which VPN protocol it uses

[Haylzzx]

I just called my IT desk and they said the company runs off its own VPN 

[KeithFrench]

Then you need to check which VPN client you are using, as there are no known issues with any VPN clients on V206. Karl will tell you the same.

[Haylzzx]

Yes I did that and it didn’t work 

[KeithFrench]

Hi @Haylzzx 

Did you do what I requested about turning your router & ONT off for at least 30 minutes to clear any remaining sessions? 

[Haylzzx]

Still have this problem. Please help @Karl-TalkTalk 

[KeithFrench]

Hi @Haylzzx 

Try my other suggestion first.

[Haylzzx]

Thank you Keith, i will try and get the information from my IT department when they come back. Its out of hours until 2nd January so knowledgeless staff on call.

[KeithFrench]

Hi @Haylzzx 

I have asked you this several times now about which VPN client you are using. V206 does fix some known VPN issues with a Cisco VPN client, other than that they all should work. I do extensive testing with all of the free VPN clients I can, prior to a new firmware release. Have you tried turning your router & ONT off for at least 30 minutes to clear any remaining sessions? That might sort out the problem.