Mobile Service Frequently Asked Questions

Connection Speeds

The speed of your VPN connection depends on your location and traffic on the internet. Our servers are based in the UK, and the connection speed you get can only be as fast as the slowest connection on route, so roadblocks and peak times may slow down your connection. However these issues are usually temporary, and can change a bit like the weather.

Our subscribers generally find that downloading video content, listening to Radio and using VOIP services such as Skype, all work well even with slower connection speeds. It is only video streaming that can be difficult in certain locations, usually at peak times. Remember you will always have a secure 128 bit encrypted connection to safely send bank details and personal information wherever you are in the world.

For mobile devices you also need to consider where you are and the speed of the connection of the WiFi or Dongle/mobile telecoms. In addition, some public WiFi connections restrict the use of VPN so you should always check this first if there is a problem making the connection or with very low speed.

We do everything possible to ensure our servers are running well within capacity, and bring new servers online whenever they are required.

I have some technical knowledge, but what is a Virtual Private Network hosting?

A Virtual Private Network (VPN) is an increasingly popular form of proxy for security and to stay private on the net. VPN Hosting is about creating a private network or tunnel over the public network "internet". Each VPN tunnel is totally private on the public internet and it helps to keep your activities private and safe. VPN hosting is an attractive option for people concerned about their security and privacy.

A VPN is also useful to users who are looking for a UK IP. By using our VPN hosting package you can get a UK IP on you PC, so it will be appear to rest of the world as if you are from UK.

I have no technical knowledge, so what is a Virtual Private Network?

A VPN is basically a self contained bit of the internet that a group or company can use to securely send information. Our VPN servers are based in the UK, so wherever you are in the world your computer will always have a UK identity.

How can I watch programmes on my TV rather than my mobile device?

Yes you can connect your Pad to your TV or Projector and on a large screen. You can use the AV Cable, Dock Connector to VGA adapter, or other compatible cable.

What does a VPN connection give me?

Provides a layer of security and privacy.
Prevents local Internet Service Provider from regulating your connection.
Prevents harassment from people tracking you by your IP address.
Safe/encrypted connection between your computer and the Internet.
Access blocked sites and bypass proxy and content filters.
The ISP won't know you are using it.
Skype sound quality may improve with a VPN connection.
Get access to UK websites that offer TV and radio catchup services and other media.
Get UK TV online whilst abroad.

How many mobile devices can I use?

Up to three. You could for example configure your iPhone, iPod Touch and Galaxy Tablet on the one subscription.

What can I watch on my mobile device?

That depends on your device and it's operating system. Some devices have Adobe Flash software installed and others use QuickTime. You can check out which services you can access on your specific device online.

Small devices like smart phones tend to use mobile version of websites and these are more developed and offer greater options to watch or listen to catch up and live programming. Tablets are less developed and choice more limited as most sites require Adobe Flash player to be installed and if your tablet device doesn't support this then you maybe limited.

http://crave.cnet.co.uk/digitalmusic/bbc-iplayer-goes-mobile-which-player-is-best-49299318/

http://crave.cnet.co.uk/laptops/how-to-get-bbc-iplayer-on-the-ipad-49305564/

Do you offer a free trial?

No we don't - sorry. We will however provide a full refund if you have any issues with the service, or change your mind in the first few weeks.

What protection do I have?

We only accept PayPal Subscriptions. This means that a) we never get involved with any of your personal information, credit card details or bank accounts and b) you are protected by PayPal, if you are in any way unhappy with the service and feel we are not responding, simply dispute the payment in PayPal. This immediately removes the payment from our account.

I'm having problems subscribing via Paypal?

Sometimes people have problems using Paypal because they haven't verified certain information on their personal Paypal accounts, such as bank details or a full postal address. Make sure that you have completed all the verifications required by Paypal before subscribing to My Expat Network.

I've signed up but have not received my email

When you subscribe to My Expat Network you are sent an email with the instructions to set up the VPN. Unfortunately some email services pick this email up as SPAM and drop it into your junk mail folder. Chances are that if you've not received your email then it's been swept away into your junk mail folder. Just move it back into your main mail folder and click on the link.

The setup instructions to our supported devices can be found here:

iPhone/iPad/iPod Touch

Android Mobiles

Windows Mobile 5 & 6

I'm being asked for a login and password to set up the VPN?

When you subscribed through Paypal you were given a unique login name and password. This can be found by logging into your Paypal account and looking at the details of your subscription to My Expat Network. Your device will use that name and password to allow access to the VPN server and you therefore need to key this in as part of the set up on your mobile device.

I no longer require the service as I am moving back to my home country.

As all of our financial arrangements are managed via PayPal, you have to log into PayPal and cancel your subscription. But don’t worry this is very straightforward.

Cancellations

When you cancel your subscription via Paypal you also cancel your connection with immediate effect. If you wish to cancel but still make use of the service for the remainder of the month we would advise you to cancel just before your next payment is due.

I’m unhappy with the service you provide, can I get a refund?

If you’re unhappy with this service for any reason, please contact us describing the problem and we will do our best to correct it. If you are still unhappy we will, at our discretion, gladly refund your last month’s subscription.

Is the performance of my internet connection affected, are there any bandwidth limits?

No the performance of your existing connection in unaffected, however, as VPN encrypts data this requires more effort from your machine so speed maybe somewhat affected. We have no bandwidth restriction however, do reserve the right to introduce one if the service is abused.

How can I be sure the service will always be available?

We are using fault tolerant rack mounted servers provided in the UK and the Service Level Agreement we have with our providers is to provide 99.9% uptime and unlimited bandwidth, which we in turn, pass on to our subscribers.

How can I tell if it's working?

If it is not working this is most likely due to an incorrect set up due to the ID, Password or secret being input incorrectly. Please check this first. You may also have a firewall blocking you where you are please make sure that the local WiFi connection allows VPN.

There are many sites on the internet that you can use to verify how you have connected to the internet. Here is a selection for your use:

http://www.ipaddresslocation.org/

http://whatsmyipaddress.co.uk/

http://www.whatsmyip.info/