VPN keeps disconnecting PPP server error

[ThisLeeN0ble]

As of a few days ago I'm getting kicked off within 5 seconds of connecting to my work VPN. IT guy at work says it's an ISP issue. I've tried rebooting the router(s) with no effect. 

I wonder if this has anything to do with what a TalkTalk rep said to me on the doorstep last week. A woman came around hawking TalkTalk and I said I was already with you and she asked if I had the black router or the white one as the black one would stop working on Monday (just gone). I've got the black router but it's connected through a smaller white modem because fibre or whatever and she said I'd be okay, but coincidentally or otherwise this problem started on Monday. I really need it sorting as it's preventing me from accessing services at work.

[Debbie-TalkTalk]

Hi ThisLeeN0ble

That's great. We only send a returns bag to return the TT routers.

Will the modem fit in the same bag as the TT router?

[ThisLeeN0ble]

The new modem seems to have fixed it. I do notice that the new modem is black and the old one was white and this does chime with what the rep said (although I took it to be the other way around). I wonder if she was saying that the old white Openreach modem would stop working and the new black one would be fine only there was confusion over modems/routers.

I've boxed up the old router for sending back (even though there's probably nothing wrong with it), but I didn't get a return bag for the modem so what you want me to do with that?

[Chris-TalkTalk]

I've ordered the modem, it should be with you within a couple of days

Chris

[ThisLeeN0ble]

Sure. 

[Chris-TalkTalk]

Would you like me to send one to test with?

Chris

[ThisLeeN0ble]

I don't have an alternative modem to try.

[Chris-TalkTalk]

Hi ThisLeeN0ble,

I've no idea what the rep was talking about, I can't think of anything at would have changed to cause this issue. I can see you've had a replacement router, have you also tried a different modem?

Chris

[ThisLeeN0ble]

I did. Have you asked any questions from either your engineers or Openreach about what changed on that Monday? The doorstep rep seemed to know something was about to change and it seems remarkably coincident that my issues kicked in on the same day.

[Michelle-TalkTalk]

Morning Lee,

I'm sorry to hear this. Did you also try the 2ghz channel too?

Michelle

[ThisLeeN0ble]

For a while there I was getting some longer lasting VPN connections. But now it's virtually impossible to establish one at all. I've tried on both channels with the same result.

[Michelle-TalkTalk]

Hi Lee,

How are you getting on?

Thanks

Michelle

[Michelle-TalkTalk]

Hi Lee,

I can see that the laptop is connected on 5ghz, have you also tried the 2ghz channel?

Michelle

[ThisLeeN0ble]

As of right now there are five devices connected to the router. The only device using the VPN is my work laptop, a 16" Macbook Pro 2021. As I previously stated, I can establish a VPN connection from the same laptop when I connect via personal hotspot through my phone onto my mobile phone provider's network. I also successfully connected via VPN on public wifi in the local library uninterrupted for four hours the other week. It only fails when connected through the TalkTalk router and Openreach modem on the TalkTalk network. Speedtest (without VPN) confirms my usual connection speed >140Mb down and 29Mb up.

I've just enabled the VPN and it's been stable for a few minutes. I'll let you know how long the session is maintained.

[Michelle-TalkTalk]

Hi again,

How many wireless devices do you currently have connected? If you run a speed test what speeds are you seeing please? What device specifically are you accessing the VPN on please and we can check the wireless connection for this device. Is it currently only the VPN which is dropping, is everything else stable?

Michelle

[ThisLeeN0ble]

About 5 feet.

[Michelle-TalkTalk]

Hi Lee,

I'm sorry to hear this. I've re-run the line test now which is clear and the connection looks stable for 8 days. How far away is your device from the router when this is happening please?

Michelle

[ThisLeeN0ble]

Nope. Didn't work. VPN was playing up again yesterday, and late yesterday evening the broadband disconnected so I took the opportunity to turn the whole lot off over night.

Turned it back on just past 7am this morning. Connected the VPN and it worked for a bit but soon disconnected again. Not sure of the timing but between 5 and 25 minutes.

[Michelle-TalkTalk]

Good morning,

I'm glad to hear this and thanks for the update 🙂

Michelle

[ThisLeeN0ble]

Well, that's interesting. I hadn't actually got around to "turning-it-off-and-on-again" due to constant use. However, I just had call to plug in my range extender so I can get WiFi in the garden, and I tried out the VPN - and it seemed to work, persisted a connection for several minutes. 

It makes no sense to me that it would work through an extender connected through the same equipment so I switched back to a direct router connection - and it's currently working.

At the moment it looks like the problem is solved, and I haven't changed anything so presumably someone your end must have. I'll let you know if the problem comes back, and if it does the first thing I'll try is that half hour cooldown you suggested.

[Chris-TalkTalk]

Hi ThisLeeN0ble,

Could you switch the modem and router off for at least 30 minutes then switch back on and retest the VPN. Please let us know how you get on

Chris