Support Tickets Quick Contact


Frequently Asked Question


General.


• How does it work?


• Is your VPN connection encrypted?


• How do I get a VPN Account?


• Are there any specific System Requirements?


• Does it also protect other protocols like ICQ, Voice packets or FTP.


• Can I connect to Purevpn with multiple computers at the same time?


• What to do in case my ISP blocks your service domain / IP ?


• Can I use Purevpn through my Cable / DSL router or firewall?


• What type of VPN connection are you providing?



Payment questions.


• What payment options are available?


• How do I pay by PayPal / Credit Card?



Self Service - Technical Support.


• I cannot connect to your VPN, where do I start with trouble shooting?


• I can connect but cannot browse web pages, or pages load so slow, what should I do?


• I am subscribed to Shared IP VPN plan, how to switch from one server to another? e.g from USA VPN to UK VPN.  


• How do I switch from PPTP to L2TP and vice versa?



VPN connection on Router.


• I have mutiple devices need to use VPN - How to connect VPN on router?  




Q.1: How do I switch from PPTP to L2TP and vice versa?


Answer:

This depends on whether you have setup connection using a manual connection (following one of our tutorials) or whether you have installed the automatic connection maker.

Let's first talk about manual connection setup.

Inside XP or Vista, you will need to go to Properties of your connection, clicking on "Networking" tab and from top drop down menu select either L2TP over IPsec or PPTP. (remember if you are selecting L2TP over IPsec, don't forget to click on "IPsec settings" button below, then selecting "Use Pre-shared key for authentication" and entering 12345678. This is not needed for PPTP.

Inside Windows 7, you will need to go to Properties of your connection, clicking on "Security" tab and from top drop down menu select either L2TP over IPsec or PPTP. (remember if you are selecting L2TP over IPsec, don't forget to click on "IPsec settings" button below, then selecting "Use Pre-shared key for authentication" and entering 12345678. This is not needed for PPTP.

If you are using automatic dialers, you will notice that two separate applications are provided to you in your configuration email. One is for PPTP and the other for L2TP. Please install the one you need to use.



Q.2:  

/15">I am subscribed to Shared IP VPN plan, how to switch from one server to another? e.g from USA VPN to UK VPN.  


Answer:

It's very simple. If you have installed our automatic connection maker, just go to Properties and select the server you wish to connect to. If you are using manual VPN connection setup change your hostname as provided to you in VPN configuration email. You can switch same way for all USA VPN, UK VPN, Canada VPN, German VPN and Netherlands VPN.



Q.3: I can connect but cannot browse web pages, or pages load so slow, what should I do?


Answer:

This happens sometimes and is not a cause for worry at all. You will need to adjust your MTU settings in your Windows Registry. Please follow these steps to modify the MTU settings.

First step you will need to determine what would is the optimal value of MTU for you:
Look at here:
http://www.howtonetworking.com/VPN/mtu4.htm

Secondly, you will need to look here on how to modify registry for correct settings:
http://support.microsoft.com/kb/826159

For MAC, please refer to here:
http://support.apple.com/kb/HT2532



Q.4:  

/13">I have mutiple devices need to use VPN - How to connect VPN on router?  


Answer:

Yes, PureVPN can be installed on your router. We recommend you install DD-WRT firmware on your router. Note that not all routers are supported by DD-WRT and you should first check for router compatibility here:

http://www.dd-wrt.com/dd-wrtv3/dd-wrt/hardware.html

If it's supported, get it installed on your Router. Then follow the following steps to get VPN running on your router:

1) On the main setup page, select "Connection Type" to PPTP

2) On the same page do all these settings:
a) Use DHCP : Yes
b) WAN IP Address : (It will pick itself)
c) Subnet Mask : (It will pick itself)
d) Gateway (PPTP Server) : (Any of the VPN server IP provided in your welcome email)
e) Username : (As provided to you in VPN credentials email)
f) Password : (As provided to you in VPN credentials email)
g) Connection Strategy: (Mark Keep Alive : Redial Period 30 seconds)
h) PPTP encryption : Disable (for optimized connecvitiy on routers)
i) STP : Disable

In the optional portion, put router name and leave the rest empty

In the network Setup portion, configure your local network settings.

Then come to the page Status ----> WAN and click on "Connect" and it should fire up!

If in first attempt it don't connect or stay connected, try resetting modem and router itself



Q.5: I cannot connect to your VPN, where do I start with trouble shooting?


Answer:

First, you don't need to worry at all. We are here to make your VPN work.

You should immediately open your command prompt if on windows (go to Start > Run and type CMD press enter) or if using MAC (see here) and type this command.

telnet uk2.purevpn.net 1723

(For MAC you need hostname so it's uk2.purevpn.net and port number is 1723)

Press Enter and note the result.

If it gives a blank screen, this would mean PPTP is working on your ISP and you should check for:

1) Windows firewall blocking your connection (as it normally do) and allow VPN connection in rules

2) Anti-virus / Firewalls may be blocking connection. This most often happens when you have set your security level higher than normal.

Then there is a second possibility that instead of a blank screen it says "cannot connect on port 1723 on uk2.purevpn.net", so we have another possibility.

Type this command

telnet uk2.purevpn.net 1701

If this one is working, means you should use L2TP protocol and you don't need to go for PPTP.If none helps submit a support ticket here



Q.6: How do I pay by PayPal / Credit Card?


Answer:

If you wish to pay by PayPal or Credit card, please select this option from the order page when asked "PayPal or Credit Card". You will be taken to our 128-bit secured merchant Plimus.com where you would be able to complete your payment.



Q.7: What type of VPN connection are you providing?


Answer:

We provide PPTP, L2TP compatible VPN services. Our VPN services are a simple and very effective method to add a reasonable amount of freedom, privacy and security to your Internet usage. If you participate in peer-to-peer (P2P) networks, IRC chat rooms,online games, unblock messenger, yahoo voice, skype or have the desire to keep your web surfing history from your ISP then you will find our service extremely valuable.



Q.8: Can I use Purevpn through my Cable / DSL router or firewall?


Answer:

If your router/firewall supports PPTP pass-through, you should have no troubles connecting. Many routers/firewalls handle PPTP connections fine even though they do not explicitly advertise PPTP pass-through capability. Your firewall rules must be set up to allow outbound connections to our server IP on TCP port 1723 and IP protocol 47 (GRE).



Q.9: What to do in case my ISP blocks your service domain / IP ?


Answer:

Please report this using support form, we will provide you a new address within 12 hours, usually within 1-2 hours.



Q.10: Can I connect to Purevpn with multiple computers at the same time?


Answer:

Each Purevpn account can only be used for one concurrent connection, but you can of course buy additional accounts at any time. Please note that some routers/firewalls have troubles handling multiple VPN connections to the same destination.In such a case you may ask for a trial account to test along with your normal account to conclude if additional vpn accounts can or can not be handled by the router/firewall.



Q.11: Does it also protect other protocols like ICQ, Voice packets or FTP.


Answer:

Once you are connected to our VPN server, all programs use a virtual network interface, which protects all programs that access internet on your computer. It's far more safer and effective than a regular proxy




Q.12: Are there any specific System Requirements?


Answer:

You don't need a high end system. Normal home use machines are enough. No additional software is required to use our VPN service as we utilize the VPN feature already in your operating system. Once you signup, we will send you all the VPN account information required to set up a connection to our servers and you are set!



Q.13: What payment options are available?


Answer:

We accept PayPal, Credit Card, MoneyBookers, AlertPay. Western Union and Bank Transfer option is available on orders above $100 USD.



Q.14: How do I get a VPN Account?


Answer:

Go to the Order page. Select the service you would like to sign up for and proceed to payments page. Paying is simple and fast.
Upon payment you will receive a payment confirmation email. Once we go through and manually approve your order, we will then send the login details to your email account.



Q.15: How does it work?


Answer:

It adds a new network interface which you are working with as if you are working with direct internet connection. But the IP is different, and all traffic is encrypted.



Q.16: Is your VPN connection encrypted?


Answer:

In order to support faster browsing and streaming we do not enable encryption by default on your account. If you wish to have encryption enabled please contact us and we will enable it for you on our New York, US server. It will support both PPTP and L2TP with industry standard encryption with MS Chapv2.