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Make sure your provider pushes all traffic and force using their dns.
If a ping times out, there may be issues, try to ping an ip and see what happens.
I presume you are paying for the service, so give them a callsince that looks like an issue on their end, unless of course you have another machine that can connect successfully.
Also please tell us what technology is in use to create the vpn tunnel.
Did you configure the system in accordance to their specs listed on their web page?
Last edited by ericson007; 05-11-2014 at 09:16 PM.
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