From my perspective, your question contains enough detail and is well enough written for the people who know
to begin addressing the issue. Unfortunately, I am not the one to help with this VPN situation as I have no experience setting one up either.
All I can suggest is be patient
as it is the middle of summer in a lot of the world (hence people on vacation etc.) and also you posted on a weekend, which particularly in summer but other times too, tend to be a little slower around here, with people getting out & away from their machines.