When VPN is turned on I can't access internet

[Sonica]

I purchased and installed the VPN two weeks ago just before leaving for a holiday break. Now that I'm back I realise that every time that I turn it ON my computer automatically disconnects internet access. I have asked to my internet provider if they should have any further settings done on their side, but they say that they don't prevent any VPN from working, so the problem is on Malwarebytes VPN side. My internet provider, Plusnet, suggests that Malwarebytes VPN might be incompatible with Plusnet. I have submitted my ticket to Malwarebytes support two days ago and nobody replies.

Does anybody have any experience with this issue? Should I change DNS or something?

I'm afraid I will have to cancel my order and ask for a refund if I can't make the VPN work.

[Porthos]

1 minute ago, Sonica said:

Does anybody have any experience with this issue? Should I change DNS or something?

I'm afraid I will have to cancel my order and ask for a refund if I can't make the VPN work.

I'm sorry the software isn't working properly but we'll do our best to help.

To begin, Please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

 

• Download the Malwarebytes Support Tool
• In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
• In the User Account Control pop-up window, click Yes to continue the installation
• Run the MBST Support Tool
• In the left navigation pane of the Malwarebytes Support Tool, click Advanced
• In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
• A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thanks

[Sonica]

Thank you. I'll do it ipsofacto.