Relax, friend, I'm sure it wasn't you who failed to do your job properly.
Here's how these things work:
- Corporate wants workers to have flexibility to work from home, airport lounges etc. to save money on head office floorspace and facilities, so rolls out VPN solution but expects staff to provide home connection (partially subsidised).
- VPN solution works most of the time, but when it doesn't the users have to phone a centralised support number.
- In an ideal world, this support function would provide credible suggestions of what to do to try and resolve the issue, including working with the user to identify any potential issues in the privately-provided but corporately-sponsored home broadband equipment.
- In this case they failed to do that, a metaphorical shrug of the shoulders was all that was given.
However, this doesn't help the user and certainly doesn't magically teleport them 20 miles to head office and make a desk and ethernet connection appear out of nowhere to allow them to start working again.
This is not some resource-starved SME either, we're talking about an oil major here.
From memory it was working fine for ages then some patch or upgrade was applied and it stopped working.
Considering the nature of the problem (related to a hardware/software change), the size of the user base (>10 thousand) and the equipment used (a fairly common Linksys of the time), it's unlikely that no-one else had ever come across a similar issue, so this points to a) a lack of knowledge sharing and/or b) incompetence/inexperience on the part of the support staff.
It certainly isn't the time to start the 'user blaming' that is so prevalent in large swathes of desktop support. You seem to hold your discipline in such high regard, putting it beyond criticism, but it's not the view shared many of us stupid and inconvenient people on the end of the phone.
I've known many great women and men in support - dedicated, knowledgable and friendly people - but sadly for each of them there's been about three petty, unhelpful, incompetent jobsworths.
Anyway, all water under the bridge now and precious little to do with the subject at hand.
I hereby apologise for calling your personal commitment to excelling in all areas of support into question and wish all those suffering from lack of connectivity due to the Homehub issue a speedy resolution :)
p.s. And thanks for the "FUCK YOU", I'll file it along with all the other online insults I've received over the years. I'm hoping to one day fashion them into a monument to my own ignorance and fallibility, to be titled 'My Ad Hominem Phenomenon', the base of which will feature a downvote appliqué.