AVG VPN over PPPoE

AVG VPN
9

Hello David. Thank you for your time and your patience.

I am not entirely certain how your ISP and the PPoE change affect our VPN and it will be necessary to collect some additional diagnostic information, so I may share with our development team to further investigate.

My colleagues will send you an email, as it is associated to your AVG account, with clarifying instruction of what information we need to collect from you, to further investigate this disruption.

Thank you for your time and effort. Regards, Shawn

8

Hello David. Thank you for taking the time to communicate with AVG and I apoologize for the delayed response. My name is Shawn and I am writing to you on behalf of the AVG Senior Support team.

Your concern was escalated, hence the delayed response, and I am quickly writing to confirm receipt of your concern.

Please remain patient, as I investigate your concern, and I I will write back to you upon any new development. Thank you for being understanding. Regards, Shawn

2

I have conducted some TRACERT tests and can see that I get a timeout when VPN in turned ON…does this help in any way?

1

VPN has been working OK for years
Until
ISP changed to use PPPoE.
Now VPN will not conect to internet, virtual IP address shows as awaiting.
Turning off AVG VPN and all works fine.
- tried different browsers
- same problem on android and on windows
- I have tried uninstalled and reinstalled VPN
- I have tried set DNS to 8.8.8.8 & 8.8.4.4
AVG VPN no longer works
Help?

7

Hi David,

We are sorry to hear this.

We will help you to resolve the issue.

Could you mention the current Geo location?

Have you tried changing the locations?

Did you get any error message?

Keep us posted.

6

Hello David. Thank you for your time and your patience.

I am not entirely certain how your ISP and the PPoE change affect our VPN and it will be necessary to collect some additional diagnostic information, so I may share with our development team to further investigate.

My colleagues will send you an email, as it is associated to your AVG account, with clarifying instruction of what information we need to collect from you, to further investigate this disruption.

Thank you for your time and effort. Regards, Shawn

3

Yes. Multiple locations tried. UK London, UK Glasgow, USA Gotham…
No error messages just Virtual IP stuck at Obtaining.

5

Hi David,

We are sorry to hear this.

We will help you to resolve the issue.

Could you mention the current Geo location?

Have you tried changing the locations?

Did you get any error message?

Keep us posted.

4

Hello David. Thank you for taking the time to communicate with AVG and I apoologize for the delayed response. My name is Shawn and I am writing to you on behalf of the AVG Senior Support team.

Your concern was escalated, hence the delayed response, and I am quickly writing to confirm receipt of your concern.

Please remain patient, as I investigate your concern, and I I will write back to you upon any new development. Thank you for being understanding. Regards, Shawn