I support users at a large corporation and have a user with VPN issues. The user was working fine up until a few months ago (MS Surface with Win10 & Cisco AC Version 4.8) when it stopped working (user started having VPN Cert issues). After much work (renew Cert etc, replaced device because of Covid restrictions) he was still having issues. He was put on a list to get a new HP Laptop (Win10 with Cisco AC 4.9). He came to the building to log on for the first time and was able to do so on the network. I also have a external Verizon DSL line I use to test devices and was able to get him connected to the line (WiFi as well as a cable) and the VPN came up connected and the user was able to access everything on our network (Outlook, Internal sites etc). However, when he went home after connecting to his home network it failed (similar issues as before). He then called Verizon and they said because his equipment was so old, he needed to be upgraded. They came and upgraded his TV boxes as well as router (G3100) but the issue persists. So he contacted Verizon, they did their cursory troubleshooting and said it was his issue. At this point I took home my laptop (Exact same image) and was able to connect with no issues to the G3100 in my house. The next day I had him come back to the site and again I was able to get him on the DSL and my phone with no VPN issues whatsoever. He went home and the same thing was happening (sometimes he gets an error that says, "Unable to contact" whatever location he is trying (he tries multiple ones) or just a generic "Connection has failed". I realize some of the details might be a little bit vague, it seems to me the fact that he is able to connect to my phone and also the DSL line on site that it is something with his home connection. He escalated the issue at Verizon, I was hoping that they would be able to resolve it but that was not the case. He was able to get them to replace the router, but he hasn't received it yet. I can get more specific info if needed. I also reached out to our IT Engineering Dept and they agree with me. Any help would be greatly appreciated.
