Isp ping issue

I am still green as far as networking goes so I am reaching out to make sure I'm not crazy. Also if this is the wrong place place let me know.

So a client needs a VPN to work with company laptop. New internet just got installed. Tried to use the VPN and it fails. Ping static for the business, fails. Tracert, laptop->modem->ISP node and fails 100%. Called ISP. The opened the port and placed connection in DMZ. Still nothing. Rebooted all the things and stuff at home. No change.

I had enable external ping at work to test. If I connect the laptop to my phone hotspot it works.

What can I ask the ISP to do/check? Or what can I do/check to verify what is causing the issue?

Thanks for any assistance.