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Customer Frequently Asked Questions


Before contacting us regarding an issue you may be having it is advised that you review the information on this page first. If you still have issues, you are more than welcome to contact us and provide as much information as possible in order for us to be able to help you resolve the issue in a timely manner.

 

General VPN Questions

  • How does a VPN work & what does your service provide?
    • A VPN is short for "Virtual Private Network". It is a secure encrypted connection between your computer and one of our servers. As a user you would use your internet normally and your internet connection will be secure and anonymous. While connected, your real IP address will change and you will appear to be at a different location. For example, you could appear to be in UK, US, Germany, Canada or Hong Kong depending which of our servers you connect to. When connected you will experience internet freedom. If you are in a country with internet restrictions, you would be able to bypass them.

  • Is it legal to use a VPN?
    • Yes, it is legal to use a VPN. Many companies use the technology to allow remote employees access to their network. We use the same principal and provide you internet access over the VPN connection.

  • Will it work in my country?
    • Yes, it will. We have tested the service in most countries such as UAE, Qatar, Oman, Bahrain, Oman, Iran, China, Syria, Yemen, Jordan, Cyprus, France, Italy and the list keeps going.

  • How can I recommend your great service to others?
    • You can refer a friend in different ways such as using this refer a friend link. If you have a facebook or twitter account you can also share a link to our website!

  • Can I use the VPN connection instead of my ISP?
    • You will need both. You will need an internet connection and you would then connect and use our VPN services

  • What are some of the benefits? What can I use your VPN service for?
    • You would be secure and anonymous online and depending on your location you will see added benefit. For example, if you are in Belize, Oman and UAE you can use Skype normally to make international calls. If you are in China, you can access blocked sites like facebook and Youtube. Geoblocking can be overcome too. Those are just a few of the benefits and if you want to ask us a question, contact us

  • Do you block torrent sites? Do you allow torrent downloads / p2p?
    • We block torrent sites and p2p programs. To prevent legal complications that could arise, as a user you will not be able to access torrent sites and use the service to download files with a P2P software such as emule, Azureus, uTorrent etc. We actively block them on our network. If you are wanting a VPN to hide your IP in order to engage in copyright infringement this is not the solution. We prefer a clean network and happy users.

  • Can I use the account on multiple computers? Can I use it simultaneously?
    • You can configure the connection on multiple devices that you may have. Such as a laptop, desktop, iPad, iPhone You may connect simultaneously using 2 devices. Do not connect simultaneously to more than 2 devices and do not share your account details with others.

  • Is a VPN Connection the same as a Proxy websites??
    • Both the technologies will change your IP address. A VPN would encrypt all your internet traffic and all your internet applications will route traffic via the secure connection. A proxy is mainly browser based and many sites will not load via a proxy browser. Also, our VPN service is much faster than a proxy.

  • Is my computer operating system supported? How do i configure it to connect?
    • Our service works with Windows XP, Windows VISTA, Windows SEVEN, Macintosh OS and Linux. However we do not provide support for configuring a linux operating system. No software download is required in order to use our services as we utilize the VPN feature already in your computer operating system.

      Once you subscribe, we will send you all the VPN account information required to set up a connection. You will follow some simply instruction to set up the vpn and enter the login details that we will e-mail you once payment clears.

  • Can I use the account on a smartphone?
    • Our service will work on iPhone, Android and Windows mobile. You can also use it on an iPad or itouch

  • Do you offer trial accounts? How about FREE accounts?
    • To prevent abuse, we do not offer trial accounts. The system has been tested and works well around the world. Should you not be able to connect, we do offer a full refund if you contact us on time to notify us and allow us the opportunity to provide you with assistance. Please refer to our refund policy.

      Free accounts are offered to a selected number of lucky applicants. Basically, a site visitors contacts us on the 1st of every month and request a free account. Read more here

  • Do you have any hidden fees or setup fees?
    • No, we do not

  • Is it difficult to configure and use the service?
    • It is fairly straight forward to configure and you can refer to the Setup Guide for more information.

Technical VPN Questions

  • I can't connect to the server. The VPN connection fails, what should I try first?
    • If you are unable to connect to the VPN server here are some quick things to consider.

      (1) The first thing to do with any error is reboot the computer, router/modem. When internet resumes, test the VPN connection.

      (2) Type account details don't copy and paste and note the CAPS in the password if any. Sometimes when you copy & paste your password a blank space is added at the end.

      (3) Try both L2TP IPsec, PPTP and if applicable SSTP. With L2TP IPsec you will need to use a preshared key / Shared secret stated in the welcome e-mail.

      (4) If you are using a wireless connection, try the connection while connected via a cable directly to the modem.

      (5) Please check your firewall software. Disable/configure firewall such as Norton, Zone alarm, onecare by adding the server IP to the "trusted" list. If you are able to connect when the firewall is disabled, set an exception for all traffic to the VPN server IP address. If not sure how to do that, contact us and let us know what program you are using.

      (6) If connecting via a router, you should have PPTP Pass-through and ipsec pass-through enabled. By default, it is in most cases.

      (7) Some users have found that disabling UAC in Vista suddenly allows the connections to work.

      (8) Please ping the VPN server IP Address that you are trying to connect to. Are you able to reach the server?

      (9) If it was working before and not anymore, delete the VPN Connection from your computer and recreate it.

      (10) If still having issues, it might be wise to try the connection at a different location or on a friends computer at another location. Do not save account username and password on your friends computer.

  • Using Windows, I can connect to the VPN server but i can't browse the internet?
    • What you are experiencing is most likely a DNS related issue and the domains your are trying to load are not resolving.

      In Windows, you can use the command ipconfig /flushdns to flush the DNS resolver cache:

      C:\>ipconfig /flushdns
      C:\>netsh interface ip delete arpcache

      - Click Start - all program - accessories - right click on command prompt and select run as administrator (vista/7)
      - Type the following one at a time and press enter:

      ipconfig /flushdns
      netsh interface ip delete arpcache
      netsh int ip reset

      Restart the computer and test VPN. If you still have issues add the DNS IP manually to the VPN connection:

      - Right click on your VPN connection, and select "Properties"
      - On the resulting dialog, select the TCP/IP protocol to highlight it, then click the "Properties" button.
      - Once the dialog opens up, in the bottom section, select the radio button "use the following DNS server addresses" and enter the server DNS IP:
      - 208.67.220.220
      - 208.67.222.222
      - Save and exit the networking dialogs and test the connection.
      - If the issue persists, please repeat the steps and assign the DNS IP to your internet connection adapter < Wifi or ethernet adapter.>. Be sure to write down the current server addresses or settings on a piece of paper before changing.
      - Test connection.

      This should fix it and if you still have issue at this point check the binding order of network adapters in Vista and Windows or here

      Let us know what you have tried if you still cant browse.

  • Using Mac OS, I can connect to the VPN server but i can't browse the internet?
    • Step one:

      - Go to System Preferences - Network and click on your VPN connection.
      - Click the "Advanced..." button, and in the "Options" tab make sure that "Send all traffic over VPN connection" is checked.
      - If it was not checked, place a check mark and then test the VPN to load some sites.

      Step Two:

      - Go to your Network Preferences, open your Network Port Configurations, and drag the VPN entry to the top of the list.
      ------ To do so click the gear-shaped button below the connection list (directly to the right of the minus button)
      ------ Choose Set Service Order from the drop down, and drag your VPN entry to the top. Click OK, then Apply.
      - In VPN properties, click the Advanced button. Under TCP/IP tab, select Off under Configure IPv6 down menu, click OK, and click Apply
      - Test VPN.

      Step Three:

      - From the Apple menu > Go to System Preferences > Double-click the Network icon. > Click the adapter corresponding to VPN connection
      - Click Advanced > Click on the DNS tab and click the Plus button to add two DNS servers: 208.67.220.220 and 208.67.222.222 and then click OK.
      - Now test the VPN connection.
      - If issue persists, repeat the steps on ethernet connection or wifi if using that.

  • Using iPad, I can connect to the VPN server but i can't browse the internet?
    • - Open the settings menu on the iPad and then select the General tab and then select ‘Network?br /> - Select ‘WiFi?br /> - Now select the WiFi network that you use since you may have several. Tap on the blue arrow.
      - You will need to type in the DNS settings. If you have DNS setting already, write them down before proceeding.
      - 208.67.220.220
      - 208.67.222.222
      - Disconnect Wifi and reconnect. - Connect to VPN and test it.

  • Internet seems slow or I get disconnected. What can I do?
    • You might need to Adjust MTU settings

      This is most often solved by adjusting the MTU settings on your computer. Adjust to 1372. Please also make sure you have a good internet connection signal. A weak connection can affect the VPN stability.

      Also, please try both PPTP and L2TP IPsec VPN. If using windows vista or 7 you can also try SSTP VPN.

  • How do I delete the VPN connection in Windows?
    • In Windows XP: Click Start > Run ?Type ncpa.cpl and then click OK button. > Right click VPN connection and delete
      In Windows Vista / 7 > Click Start > Type ncpa.cpl in the search bar and hit the Enter key. > Right click VPN connection and delete

  • VPN Trying to connect when you do NOT want it to
    • Very rare but if the vpn is trying yo dial a connection and every time you cancel it tries again please do the following:
      (1) Go to Start and then to Control Panel
      (2) Go to Network Connections
      (3) Click the 'Advanced' pull down menu from the top menu bar.
      (4) Select the 'Advanced Settings...' selection
      (5) Choose the 'Adapters and Bindings' tab.
      (6) In the 'Connections' box, move your '[Remote Access connections]' to the bottom of the box.

  • VPN Error 678: How to fix it?
    • To fix this error try the following:

      - Restart the modem or router
      - Uninstall and re-install the modem or router driver if applicable
      - Delete the VPN connection and re-create it. It may be corrupt.
      - Temporarily disable the firewall
      - Restart the computer.

      For more information please visit : /support.microsoft.com/kb/892889

  • VPN Error 691: How to fix it?
    • If you are getting error 691 it is most probably due to the user name or password is incorrect, another computer is already connected with the same account, your router supports only 1 vpn connections and someone else is already connected, or the account may have expired and is now disabled.

      Therefore, make sure that you enter your user name and password exactly as displayed in the welcome e-mail. If you're certain that no other computer is connected, wait a few minutes and then try to connect again. Also, please make sure the Include Windows logon domain check box is unchecked in the Options tab of the VPN connection's Properties dialog box.

  • VPN Error 721: How to fix it?
    • 721: The remote computer is not responding. Error 721 is a PPTP VPN error (The type of setup that you have configured)

      Cause: This issue can occur if the network firewall does not permit GRE traffic (IP protocol 47). PPTP uses GRE for tunneled data.
      Solution: Configure the network firewall between the VPN client and the server to permit GRE. In addition, make sure that the network firewall permits TCP traffic on port 1723. Both of these conditions must be met to establish VPN connectivity by using PPTP. For more information, see article 888201, "You receive an "Error 721" error message when you try to establish a VPN connection through your Windows Server-based remote access server" in the Microsoft Knowledge Base

      Additional Tips:

      1) Disable you firewall application / security program on the computer and test the VPN.
      2) If using a wireless connection, try using cable. 3) Reboot the router/modem wait for internet to resume and test the VPN connection.

      If still unable to make it work, Switch to L2TP IPsec VPN

  • VPN Error 789: How to fix it?
    • 789: The L2TP connection attempt failed because the security layer encountered a processing error during initial negotiations with the remote computer

      The first thing that should be done is reboot and test the VPN. If you still get error 789 then you can try the following:

      Cause/solution: Your operating system is not correctly configured to connect to an L2TP server. The connection attempt is failing before a connection to the server is ever attempted. This error is caused entirely by a misconfiguration of the user's operating system. Location, or connect type has no bearing on receiving this error message.

      Click on the Start & type services.msc in the search box and then right click on it when it appears in the list and select "run as administrator".(Vista / 7)
      Click on the Start > Run > Type services.msc and press enter (XP)

      Find:

      -- Locate both: "IKE and AuthIP IPsec Keying Modules" and "IPsec Policy Agent"
      -- In the "status" column it should state "started" Right click the service and click restart.
      -- If it is not "started" Right click to start it.
      -- Right click and click properties. For "startup type" choose "automatic" and save
      -- Test the VPN connection.
      -- Reboot and test the VPN connection.

  • VPN Error 619: How to fix it?
    • You may need to reset the TCP IP Stack on the Windows machine! free vpn

      If you receive an "Error 619", try this:

      (1) Click Start, then run.
      (2) Type 'cmd' and press enter
      (3) A black box should open up (Command Prompt), at this point type in and press enter: netsh int ip reset reset.txt

  • Windows Vista with Live OneCare installed - It can blocks VPN
    • Windows Live OneCare replaces the existing built-in firewall and although applications are enabled by default for communication, certain required ports aren't. Thus, when you attempt to create a VPN connection to a network, the process will appear to hang, then fail, at the username and password authentication stage. To resolve the problem, perform these steps:

      (1) Start the Windows Live OneCare console (right-click the OneCare taskbar icon, which is normally a green circle with 1 in it, and select "Open Windows Live OneCare").
      (2) On the left side of the OneCare dialog box under Other Tasks, click the "View or change settings" link.
      (3) On the "Windows Live OneCare Settings" dialog box, select the Firewall tab.
      (4) Click the "Advanced settings" button. (5) Select the "Ports and Protocols" tab on the "Advanced settings" dialog box.
      (6) Select the "VPN - General Routing Encapsulation (GRE)" check box.
      (7) Click OK to all open dialog boxes. The VPN connection should now work

  • Norton with Internet Security - Could Block VPN
    • Very common cause for VPN connectivity issues can be traced to software firewall products. These instructions will permit your software firewall to connect to our VPN server. Adding an exception to Norton Anti-Virus with Internet Security can be achieved by following this procedure.

      (1) Begin by opening the Norton program window by double clicking on the icon in your system tray (in the lower right of your screen near your clock).
      (2) Next, you will need to click on Options and then Norton Internet Security
      (3) You will need to click on Personal Firewall and Trust Control and then click on the Trusted tab. Click the Add button.
      (4) Add the IP address for the VPN server. Next, Click the Ok button
      (5) Lastly, click the OK button to apply the settings. After closing the Security Center, you should now be able to connect to the VPN.

  • Mcafee Plus Internet Security - Could Block VPN
    • A very common cause for VPN connectivity issues can be traced to software firewall products. These instructions will permit your software firewall to connect to our VPN server. Adding an exception to Mcafee Anti-Virus Plus can be achieved by following this procedure.

      (1) Begin by opening the mcafee security center by right clicking on the Mcafee icon near the system tray (the clock in the lower right of the screen.) You will need to click on Advanced Menu.
      (2) On the left panel of Mcafee Security Center. Click Configure, then Internet & Network. Afterwards, click the Advanced button
      (3) On the left hand side of the window, select Trusted and Banned IPs & Click Add
      (4) Add a single IP address, the server IP address. In the description field, you can add any description you would like to describe the connection. When you are done, click the OK button. After closing the Security Center, you should now be able to connect to the VPN.

  • You did not provide information about my internet security program
    • We listed a few, there are many. Please contact us and let us know what you are using and we will try to help you.

  • I am still having issues using the service, what now?
    • Please Contact us and inform us of the issue you are having.

      - Be very clear in explaining the issue
      - Provide error numbers/messages - State the operating system you are using. Visa XP 7 Mac Leopard iPad iPhone etc - Explain what you have already tried and the outcome.