Hey ml98lep,
I'm Stephen the community manager and i can see you're not happy with the service received to date. Firstly let me take this opportunity to apologise many calls/contacts you've had to make before getting to a resolution, clearly this is not the high level of support we aim to deliver. I am however pleased to see that we've been able to find a resolution to the issue via the community in the form of a firmware update which I believe has resolved the issue.
The issues with VPN that some customers have faced is nuanced and until very recently our only workaround has been to replace the router for a different make/model which so far has been known to resolve the issue, sadly it does however take a couple days to arrive which i appreciate isn't ideal.
Manually updating the firmware isn't a full fix as it can cause DNS issues as mentioned by Debbie but also comes with the risk of permanently damaging the router if something goes wrong with that process which would leave you with zero connection. This is why we favour replacing the router as there is no risk to a loss of connection.
I do however understand your frustration and I'll be investigating why it took so many calls and why the agent was unable to help initially as well as feeding back to the agents managers to address any issues in that process. I've also logged your complaint on the system CMP-210407 which i've marked as resolved, now that we've been able to resolve the VPN issue as well as feeding back the poor service received when calling us.
Thanks
Stephen
Stephen, Community Manager
