on 06-12-2018 01:24 PM
I wonder if anyone can please help as am loosing the will with the Talk Talk helpdesk!!
I work from home and recently joined Talk Talk on a standard Broadband package and have a DSL 3782 router. I understand from some of the feeds in this forum that there is a firmware bug on this router device and a new device can be requested by posting a new thread on this forum.
I require the internet to access my work systems which is protected by Global Protect VPN. I am advised by my colleagues in IT that to enable VPN this is something Talk Talk needs to resolve, or, provide me with a new router (one without the firmware bug).
I have done a speed check which resulted in 11.57mbps download but only 0.81mbps upload, appearing to be throttled which is making it impossible to access my work systems.
Any advice how I can resolve this. Talk Talk helpdesk advise I need to upgrade to Fibre but this is not true - purely a marketing solution.
on 07-12-2018 08:15 AM
Apologies for this.
I can send a replacement HG633 router.
Please can you update your Community profile to include your name, telephone number and alternative contact number, we can then look into this further (Please do not post this information on this thread)
Please bump this thread to confirm once your Community profile has been updated.
on 06-12-2018 03:56 PM
The current firmware of the 3782 router blocks VPN traffic. I will ask one of TalkTalk's OCEs to pick your thread up and they will offer you a replacement router that will work with VPNs.
The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.
To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-
Personal Profile > Personal Information
Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.