VPN Not connecting

[#1]

I am trying to work from home using a smart VPN. This is not connecting and is giving me the following error message: 'Can't connect to SSL VPN Tunnel Server!!!!' Three separate phone calls to the helpdesk have given me three different answers but the last guy said I need to look it up on Youtube or the Forum but that I need to do something to my router to allow me to use the VPN. Apparently Plusnet does not 'support' the VPN?

Anyone got any ideas on how to do this? I am not overly great with this sort of thing so if you could explain it in very simple language that would be great. . 

Many thanks 

[#2]

Your work IT people should have a lot better idea of any specific requirements than anyone on here guessing on how they have set it up.

[#3]

Many thanks for your reply however, Plusnet themselves have told me that it is something that needs to be resolved with my router. The VPN works when teethered to my mobile and with Virgin internet. 

Thanks