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.

[KeithFrench]

Hi @Haylzzx 

I do appreciate your frustration, but please don't take it out on me. Your case is one reason why I give up a lot of my own free time, unpaid, to try & help you & other customers. I have a high level of IP networking skills, which I use to try & help any TalkTalk customer. As I mentioned I did a lot of pre-launch testing to help TalkTalk out before firmware V206 was put on general release.

[Debbie-TalkTalk]

Hi @Haylzzx 

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how you get on.

Thanks

Debbie

[Haylzzx]

Yes please thank you Debbie

[Debbie-TalkTalk]

Hi @Haylzzx 

Thanks for your reply.

Would you like me to send a replacement router so we can rule this out?

[Haylzzx]

Thank you Keith, just getting really frustrated at this situation. My I.T department are clueless so I am not getting any help from either ends. I can’t work it out.

the log in also doesnt work on my hotspot or a router that i bought tp link sim card one. Cant work it out.

[Haylzzx]

Hi Debbie yes. I have powered down the router for 30 mins. I have also tried wire and wirelessly connecting and logging in but still no joy. 
i haven’t had a router sent out for testing. I had this issue in 2020 in my old house and was sent a router which fixed the issue now I have moved house I used the same router and equipment as before but have the issue. The only thing that has changed is my house address.

[Debbie-TalkTalk]

Hi @Haylzzx 

@KeithFrench KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue.  Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.  If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc.  one of the TalkTalk team will jump in and help out.

[KeithFrench]

How is my comment rude @Haylzzx ?

There was not anything obvious for a Windows version of your VPN Client on the Pinnacle website. I am simply trying to help you here, I have tested the PPTP VPN protocol already for you & which worked both when I did initial firmware testing prior to the launch of V206 and again as a favour to you the other day and in both tests it worked perfectly. 

Yes, it is true that I do not work for TalkTalk, but I work with them extensively.

For your information:-

The information below is provided by TalkTalk, for confirmation please contact @Debbie-TalkTalk or@Michelle-TalkTalk.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.

If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc. one of the TalkTalk team will jump in and help out.

[Debbie-TalkTalk]

Hi @Haylzzx 

Just to confirm, you have tried powering down the router for a full 30 minutes?

Have you tried connecting wired to the device using the VPN client?

Have we recently sent you a router for testing?

[Haylzzx]

I am merely an employee of a company i dont know how you expect me to have a link to a vpn? I don’t work for their it department nor do i know anything about vpns. I pay for a service i expect to receive. Not have rude comments being written by someone who doesnt even work for talktalk

[KeithFrench]

Hi @Haylzzx 

As I asked the other day, is there a download link for a Windows version download for your VPN client, so that I can test it?

[Haylzzx]

Hi Debbie

yes i still have the issue

my it department havent made any suggestions i cant work out what it is that is causing this

[Debbie-TalkTalk]

Thanks @KeithFrench 

Hi @Haylzzx 

Are you still experiencing this issue? Have your IT department made any further suggestions?

[KeithFrench]

Hi @Debbie-TalkTalk 

No, I haven't been able to test this actual VPN client, as their website doesn't give any download links for a Windows version, even though @Haylzzx is using that one. I did ask the customer if there was a way I could download it, but I have not yet heard anything. I originally tested the PPTP VPN protocol when I did the V206 testing & that was fine, I retested it in response to this problem & it still works fine.

[Debbie-TalkTalk]

Hi @KeithFrench 

Thanks for your help. Were you able to test the VPN connection?

[Gliwmaeden2]

@Haylzzx, I'll re-escalate this thread and remove your duplicate. 

Staff are not on here at weekends, and so you haven't heard from staff since completing your details. 

Please don't start new threads for the same issue.

[KeithFrench]

Hi @Haylzzx 

I couldn't find a download link, please can you give me the link? If it is free, then I will test this client, rather than just using another one that uses PPTP.

[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.