A VPN (Virtual Private Network) is a network technology that allows a device to establish a secure and encrypted connection to a remote network over the internet. It is used to provide secure, remote access to a network, and to protect the transmitted data from unauthorized access or interception.

Here is a summary of how a VPN functions:

1. A device, such as a computer or smartphone, connects to the internet and initiates a VPN connection to a VPN server.

2. The device and the VPN server establish a secure and encrypted connection, known as a VPN tunnel, over the internet.

3. The device can now access the remote network as if it were physically connected to the network, and all transmitted data is encrypted and protected from unauthorized access.

There are several benefits to using a VPN:

• Secure remote access: A VPN provides secure and encrypted access to a remote network, allowing users to connect to the network from anywhere with an internet connection.

• Privacy and anonymity: A VPN masks the IP address of the device and encrypts the transmitted data, which can help to protect the user's privacy and anonymity online.

• Network security: A VPN can help to secure the transmitted data on the network from unauthorized access or interception, and can also protect against network attacks.

There are several potential impacts on the network when using a VPN:

• Performance: Encrypting and decrypting the transmitted data can have an impact on the performance of the network, depending on the VPN protocol and the speed of the internet connection.

• Network visibility: A VPN can hide the IP addresses and locations of devices on the network, which can make it difficult to monitor and manage the network.

• Network segregation: A VPN can isolate devices on the network from the rest of the network, which can limit the visibility and access of devices and services on the network.

When assisting customers with TELUS connection issues:

Inquire if the Customer is Using a VPN:

1. Determine whether the customer is connected to a VPN during the time of the issue.

2. Advise Disabling the VPN: If they are using a VPN, advise them to disable it. This can often be done by clicking on the VPN application and selecting the 'disconnect' or 'turn off' option.

3. Conduct Connection Tests:  Once the VPN is disabled, perform standard connectivity tests such as speed tests and connectivity diagnostics to evaluate the TELUS service performance.

4. Compare Results:  Compare the diagnostic results with and without the VPN enabled to determine if the VPN is influencing the connection issue.

Provide Next Steps:  

• If disabling the VPN resolves the issue, advise the customer on VPN usage and its potential impact on their connection.

• If problems persist, continue with standard TELUS troubleshooting procedures, as the issue is likely not related to the VPN.

Note:  Always remind the customer to re-enable their VPN after testing if they require it for privacy or accessing certain content.