WiFi Hub 3 & VPN issues

[Joeycat909]

Dear TalkTalk Support,

I’m experiencing ongoing issues with my TalkTalk WiFi Hub 3 when using a VPN. The internet connection becomes extremely slow or unusable whenever the VPN is active, even though the VPN works normally on other networks and devices.

I have already disabled all HomeSafe features, tested multiple VPN protocols, changed DNS settings, and restarted the router, but the problem continues.

Could you please check whether there is anything you can do on your side—such as a setting, configuration change, or firmware adjustment—that may help improve VPN compatibility?

Thank you for your assistance.

[Joeycat909]

Thanks for the reply. The speed is completely fine without the VPN — the problem isn’t just slower speeds when the VPN is on. The whole connection becomes unusable: pages stop loading and everything freezes until I disconnect the VPN, then it all works normally again.

Because of that, it doesn’t seem like a VPN server throughput issue. I’m using Proton VPN, which works perfectly on other networks, so it looks more like something specific to the Hub 3 or its firmware.

I’ve seen other users mention that TalkTalk were able to fix similar issues with a firmware change, so I’m hoping support can check whether that applies here too.

[KeithFrench]

The speed of the internet when a VPN is active is normally down to the link from the VPN server, wherever that is, to the internet. Is the speed OK without the VPN connected? I have not had any VPN issues over the Hub 3 at all, but I may not have been using the same VPN client that you are using on your device. Which one is it?

The current firmware version of the Hub 3 is V4A00.