Feeds

BT finally admits its Home Hub router scuppers some VPN connections

Fix coming, after customers complained for weeks ...

Providing a secure and efficient Helpdesk

BT has coughed to a crappy glitch with its Home Hub 3A router that is blocking some VPN connections.

However, the one-time state monopoly appears to have taken a long time to acknowledge customer gripes, which have been piling up for weeks.

BT said it had taken a while to respond to individual complaints because it was essentially compiling a dossier so it could pinpoint the technical blunder.

That's despite the fact that subscribers had been saying since early March that their VPN connections were going titsup ever since BT upgraded its kit with a new firmware version.

On Wednesday, BT said in a lengthy thread on its customer forum:

The Hub team have asked us to pass on their huge thanks for all the help you have given us. The details you have provided have been key to getting to the bottom of what was going on here.

As you guys thought, the new firmware (4.7.5.1.83.8.94.1.37) has introduced an interop issue between the Home Hub 3A and certain types of VPN configuration.

We are currently working on a resolution to this and will roll out a change to the Hub as soon as possible, but this will take time.

In the short term while we’re working on this we can suggest connecting to your BT Wi-Fi connection as a workaround for this issue. If you are still having problems having tried this workaround please let us know and we will offer further support.

The Register has been told by a number of readers that BT had initially fobbed them off about the cockup.

Some were apparently advised that they needed to buy new routers to resolve the problem, which – the customers who contacted us claimed – involved being locked into new 12- or 24-month contracts with BT.

We on the Networks desk at Vulture Central are delighted to see that the company is finally accepting the blame for this snafu. BT told El Reg:

BT can confirm that new firmware update has introduced an issue between the Home Hub 3A and certain types of VPN configuration. We are currently working on a resolution to this and will roll out a change to the Hub as soon as possible, but this will take time.

Meanwhile, it would seem that BT is fighting to wrest the title of "SuperFail" from Virgin Media – which was previously regularly appearing in these pages in connection with its router woes. In February, BT said it was "puzzled" after some Infinity customers complained about being abruptly disconnected from the fibre broadband network when using the telco's Home Hub 5 wireless router. ®

Choosing a cloud hosting partner with confidence

More from The Register

next story
Brit telcos warn Scots that voting Yes could lead to HEFTY bills
BT and Co: Independence vote likely to mean 'increased costs'
Phones 4u slips into administration after EE cuts ties with Brit mobe retailer
More than 5,500 jobs could be axed if rescue mission fails
New 'Cosmos' browser surfs the net by TXT alone
No data plan? No WiFi? No worries ... except sluggish download speed
Radio hams can encrypt, in emergencies, says Ofcom
Consultation promises new spectrum and hints at relaxed licence conditions
Blockbuster book lays out the first 20 years of the Smartphone Wars
Symbian's David Wood bares all. Not for the faint hearted
Bonking with Apple has POUNDED mobe operators' wallets
... into submission. Weve squeals, ditches payment plans
This flashlight app requires: Your contacts list, identity, access to your camera...
Who us, dodgy? Vast majority of mobile apps fail privacy test
prev story

Whitepapers

Providing a secure and efficient Helpdesk
A single remote control platform for user support is be key to providing an efficient helpdesk. Retain full control over the way in which screen and keystroke data is transmitted.
WIN a very cool portable ZX Spectrum
Win a one-off portable Spectrum built by legendary hardware hacker Ben Heck
Saudi Petroleum chooses Tegile storage solution
A storage solution that addresses company growth and performance for business-critical applications of caseware archive and search along with other key operational systems.
Protecting users from Firesheep and other Sidejacking attacks with SSL
Discussing the vulnerabilities inherent in Wi-Fi networks, and how using TLS/SSL for your entire site will assure security.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.