The problem was VPN not working, I contacted customer support who were less than professional in their manner.in fact they even admitted it was a "joke"
Eventually they arranged that I should receive a call from their technical support on a given day and time. It was a no show after which I received a delayed email citing reasons for cancelling and asking me to perform basic diagnostics.
A call did eventually take place and in fairness to the technical support person, he was competent and professional.
My problem is with the overall service; no follow up, unreliable, certainly not proactive. They avoid personalizing any emails so you never know who you are dealing with, there is no contact telephone number, their chat support is hit and miss.
Obviously this is indicative of a small operation who use these substandard practices to keep costs low, however they must have quite a few unhappy customers who experienced similar support as I did.
Overall, very disappointed, irritated and switching to a different provider in any case.
I hope the information serves to inform others.
Thanks for reading
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