When a company reached out to us with a major issue, we listened carefully to their issues; they had two offices, joined together by a VPN connection (not literally, there's an entire motorway system in the way). Their satellite office had lost internet and was unable to connect to the main office to work. The internet provider said it would need a road digging up to fix. The current IT provider had been unable to help them, so the company approached their telephone provider.
The telephone people sent them a 5g router which the IT provider configured. They had internet, but they were unable to establish the VPN. The company were literally ferrying hard drives with data on between the two offices. After a week of this, the company contacted us. We went up to site to take a look.
Very quickly we established that the router was not compatible with the business setup and the provider didn't support VPN traffic at all!Â
We got a different 5g router and a sim provider with no restrictions, and the next morning they were up and running, It worked. Now, about the internet issue...
The customer had a standard fibre broadband line which means no guaranteed fix time, but the internet provider didn't seem to be trying to help. We suggested that the customer give them a daily call to remind them that they were there.
Within a couple of days, the internet provider sent someone to have another look. They found a broken fibre lead in the cabinet, possibly broken when another line was installed a while before. Within an hour of identifying the problem, everything was fixed and the customer had their permanent connection back.