BT Home Hub firmware update knocks out VPNs

BT has admitted that a firmware update to its Home Hub routers has prevented some customers from accessing VPN connections to their workplace.

BT Home Hub firmware update knocks out VPNs

The bug, first spotted by The Register, only appears to affect the Home Hub 3 router.

An 18-page thread on BT’s support forums is filled with customers complaining that they can no longer connect via their VPN clients.

A BTCare Community manager admits the fault was caused by a firmware update. “The Hub team have asked us to pass on their huge thanks for all the help you have given us,” the manager replied, on page 17 of the forum thread. “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 ( 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-WiFi connection as a workaround for this issue.”

It seems at least one BT customer has found another workaround: writing to BT CEO Gavin Patterson. “I emailed BT CEO last night,” the customer writes. “Just got a call from BT and they do know about this problem and the Hub team are looking into a fix. But there is no date for when this fix will be available. In the mean time, they are sending me a Home Hub 4 to be here tomorrow for free.”

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