No vpn connection through tomato router

p4650705p4650705
in Other Devices VPN Setup
I've set up a Linksys e2500 router with advanced tomato, followed the instructions on the video and support page (despite the contradictions between the two, ie one says use port 1194, the other 1198) and tried differet set up guides here on the forum. Nothing works, although it does say it is running.

I'm actually really frustrated since theres no live support and I am not getting any help via email.

@PIAColleen
@PiaVipper
@PIAAustin
@PIAJason
@PIAJeffrey

Come on guys. I am not happy with the customer service, especiallly as I can see you have not responded to several posts of a similar nature.

Comments

  • p4650705p4650705
    PIAJeffrey said:
    Hey @p4650705

    I'm sorry for any inconvenience! What is your ticket number? We'll make sure to address it right away if it has not yet been.

    Regards,
    Hi Jeffrey it is 587553, please respond urgently.
  • p4650705p4650705
    edited March 2018
    Can I get an answer @PIAJeffrey @PIAColleen ?

    Seriously I won’t even bother renewing again and will warn everyone else off if you can’t provide me any support. I’ve been waiting 3 days and heard nothing via email, what kind of operation are you guys running? I’m seriously disappointed
  • p4650705p4650705
    edited March 2018
    .
  • Max-PMax-P
    Hi @p4650705,

    I just got your email and saw your other thread.

    Please keep in mind this is our forum, not our ticketing system. We do not have staff dedicated to the forum as we focus on our ticket queue.


    For this particular situation, @PIAColleen is our Tomato expert so I was leaving this thread for her as I don't have much experience with Tomato. You happened to post this on her weekend and you should have a reply tomorrow. This is one of the few firmwares I cannot emulate due to them targetting specific hardware, so even if I tried I wouldn't be very helpful. I know the limits of my knowledge and have a policy of not giving instructions blindly that I don't understand why I'm giving them.

    You have only left @PIAJeffrey 3 hours to reply before asking again without knowing if he was even still on shift... Please be patient. You are much better waiting a bit longer and have an helpful answer than someone throwing whatever they can find to reply to you fast.

    I hope you underatand better. I'm monitoring this and I'll make sure you get the answers you need.
  • Max-PMax-P
    Hi again @p4650705,

    I'm sorry again for the delays. I was still in bed earlier when I first replied due to the urgency of the situation.

    Before I start, just a quick reminder that I do not have a Tomato router at hand so I'm giving completely blind instructions.

    This is our latest and most up to date Advanced Tomato guide. To avoid any further confusion please make sure you have everything configured as it is in that guide and ignore any other guide you may have found. If unsure, I would advise to delete the VPN configuration entirely and start fresh with that guide so when Colleen comes in tomorrow she can know exactly what are your router configurations. That guide is written and verified working by Colleen, so starting from there we can make assumptions about your configuration and focus on other possible technical reasons it wouldn't work for you.


    On top of this, if you could provide us with a screenshot of the Status screen of the VPN profile as well as the full router logs (probably somewhere in the Administration section?) that would be very useful as the OpenVPN logs will tell us exactly what it doesn't like.
  • p4650705p4650705
    Hi,

    This was partly one of my frustrations. Your company has a dedicated YouTube page with several guides. One of which is a tomato router guide.

    Now if you check the help page on PIA, there is a second, different tomato guide.

    Finally, there is now a further 3rd guide from Colleen.

    That’s 3 different guides, with different settings. The structure is similar, but the settings are different. Clearly someone must have a defined role in the company to keep certain things up to date. Colleen’s guide should have replaced the other 2. There’s no way to control other people posting on the forums with their own input on the guides with unique settings. But PIA should have one official guide. This is a basic requirement surely?

    Also 247 support should mean just that. I made my initial enquiry on Saturday. Everyone deserves a break and a holiday, but PIA should have people working in rotation, or withdraw the promise of 247 support.

    I again would like to thank you Max as you’ve been on the ball and answered quickly, no complaints at all with yourself.

    As for the initial problem, I’ve followed Colleen’s guide without success. One option I have different to what she’s stated is the part to ‘uncheck ignore redirect gateway (route-nopull)’

    When unchecked I get no internet connection to any of my devices, so I’ve had to keep it checked.
  • p4650705p4650705
    Under status I have

    TUN/TAP read bytes 0
    TUN/TAP write bytes 0
    TCP/UDP read bytes 14933
    TCP/UDP write bytes 12956
    Auth read bytes 2752
    pre-compress bytes 0
    post-compress bytes 0
    pre-decompress bytes 0
    post-decompress bytes 0
  • p4650705p4650705
    I will PM log as think it is not wise to make it public on a forum containing personal details
  • Max-PMax-P
    For the record, PIAColleen is currently handling this issue in private over our ticket system to allow for better communication and sending logs containing potentially private information.

    It seems to be a rather strange issue with Tomato we have never seen before, so we'll make sure to post the solution here as well once we have figured it out!
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