I finally got to discuss the issue with a senior engineer at Zuku - it really helps to know people!
While we couldn't immediately track down the issue about VPN not working for the phone - I need ideas why this is so - and left it to be investigated, I was able to move one step ahead.
My Avaya IP phone (4610SW) cannot obtain an IP from Zuku routers - the Netgear and Cisco one. Zuku had agreed to swap the Netgear for a Cisco one..
We put the Cisco in bridge mode and my phone was able to get an IP from upstream Zuku equipment and the phone was able to work. This is not what I want, because in bridge mode, there is no WiFi and so it would mean either users get cables or I get another router to daisy-chain to the Zuku one. At the moment, it seems like that is what I will need to do - Zuku router in bridge mode, and I get my own router to serve the network. This is against the KISS principle but for the moment is the only option to give zuku engineers time to investigate, since they say this is the first time they are seeing this.
ION, I now understand why everyone here always seems to shed tears when it comes to dealing with Zuku Customer Care on 0 205 205 205. I went through it for 3 days and concluded that if there is anyone who needs to undergo stress (for free), you don't have to any further - just call Zuku Customer Care. They are a bunch of assholes with a seemingly daft script to be followed when assisting clients, with no room to think out of the box, and completely without initiative! BTW, you cal the number, get a IVR with an introduction that sux (from a hungry woman's voice), reach a CS Rep, somehow calls always disconnect or they do that deliberately and don't call back; they don't have the courtesy to get your details so fast because I suppose they believe it's in their system - Client ID - and it's only the clients who can call, not a technical consultant. Next time you call Zuku, have the Client ID at hand, and make sure you have the phone with the registered number next to you, not any other phone!
After getting so stressed up on the phone with them, I resorted to e-mail - and got even more pissed off:
Subject: VPN Passthrough on a Netgear CVG834G
Hello Support,
I have a request: It it possible for you to enable VPN passthrough on the subject router for the following client:
Scorpio Africa, 4th Parklands Avenue??
I need a VPN phone to work on that link.
If this is not possible with the router, is it possible to substitute their router with one that supports the
VPN passthrough feature?
Kindly expedite the response as it is critical for making other decisions.
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1st Zuku Support Respondent:
Dear Washington,
Thank you for your mail.
Unfortunately we are not able to comply with your request since you require a static IP for VPN while the service you
are on is offered on a dynamic IP.
We appreciate your feedback, support and continued patronage.
Regards,
Edward A
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ME:
Hi Edward,
Are you a network engineer by any chance? This sort of answer is the type I expect from an Intern CS Executive.
Please answer my question.
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2nd Zuku Support Respondent:
Dear Washington,
We are in receipt of your mail and noted your concerns.
Please note that the ports on the modem installed are usually open, have an IT person configure on the modem settings
to have the VPN connection pass-through.
This is possible as well with an added router to the modem.
Thank you for your continued support.
Regards,
Alloys
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ME:
Now I don't understand what sort of crap this is. I made a request about the modem/router - the Netgear.
If I install another router behind the Netgear, what difference does/will it make?
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3rd Zuku Support Respondent:
Dear Odhiambo,
Thank you for your mail.
Please be advised VPN services are not supported on the network, however I have escalated your request to our network
engineers and will get back to you with feedback.
Kindly accord us your patience.
Regards,
Edward A
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ME:
After this response, I go to my phonebook and lookup the contacts of senior Zuku engineers who I can now stress up on the phone:)