VPN Frequently Asked Questions

We have listed below the most common questions asked by our customers. If there is anything you feel should be here, just let us know!

General Questions (12)

How does your VPN service work?

Once you have setup and configured your device you can connect to our service. As soon as you are connected you establish a secure encrypted "tunnel" through the Internet to our servers. Everything you then do online is encrypted and hidden from prying eyes and third parties. Websites you visit, usernames, passwords and files downloaded will be only known to you.

As you are connecting to our service and given one of our "IP addresses" your identity is also hidden. Your IP address is basically your phone number or address on the Internet. It can reveal your physical location and a host of other private details about you. With a VPN, your real IP address remains hidden behind our service.

Although "encryption", "VPN's" and "IP addresses" may sound complicated to some people, you do not need to be an IT guru to benefit from the protection a VPN offers. We can walk you through setting up your device in as little as 5 minutes.

What do I need to get a VPN?

First of all you need an Internet connection. This can be a standard broadband connection to your home or office. Or it can be a mobile phone broadband or WiFi connection.

Our service works with almost all computers, devices and smartphones. For example: Windows XP/Vista/7/8, Mac OSX, Linux, iPad, iPhone, Android and Windows smartphones. We also support certain routers and other devices. If you are not sure your device is supported, please contact us.

My Internet connection works fine. Do I really need a VPN?

Yes you do! There are many reasons why you will benefit from a VPN, but the main reasons are as follows:

  • Unblock Restricted Websites
  • Bypass Censorship
  • Secure Your Internet Connection
  • Act As A Virtual Firewall
  • Safely Use Public WiFi Networks

Further details can be found on our why do I need a VPN page.

Is a VPN legal in my country?

Using a VPN is legal in almost all countries. However there are a few countries where using one is not. At the time of writing these counties forbid the use of a VPN: Iran, UAE, and North Korea. However, this doesn't usually stop the citizens of these countries from using a VPN.

What is the difference between a web proxy and a VPN?

A web proxy server is a computer that acts as an intermediary between your computer and another (a website). Web proxy servers will make it appear that you have a different IP address when looking at web content. A web proxy does not work with all websites and will only work on a web browser such as Internet Explorer or Safari. Traffic is not encrypted and can be intercepted.

With a VPN service ALL traffic is routed through a VPN server including instant messaging, emails, web browsing and VOIP traffic. With a VPN the traffic is also encrypted for increased security, as data cannot be spied upon by ISP's or Governments.

Web Proxies are often cheaper, but a VPN is a far superior and secure solution.

I can get a VPN for $3 per month or even for free. Why should I use you?

If someone is offering something for free, you need to ask yourself what they are getting out of the deal. We have seen some free VPN services showing large adverts on the users computers and even selling user details to third parties.

pixelVPN only ever uses the highest spec VPN servers with the latest Intel Xeon processors. We also buy in advance large amounts of bandwidth and IP addresses. We only ever pick datacenters to locate our VPN servers that have very fast and multiple connections to the Internet. Our customers stay with us because of this – and we also employ very knowledgeable customer service staff to help out with any technical issues as soon as they happen.

This in turn results in a far superior and reliable VPN service compared to our competitors who cut corners to keep prices low.

Can I watch TV shows through the VPN?

Of course! In order to watch a TV show on a website in another country you will need to connect to one of our VPN servers in that country. For example, if you would like to watch Netflix and do not live in the USA, then simply connect to one of our VPN servers located in the USA.

Your computer or device will then appear to be in the USA!

Do you monitor my web surfing or keep any logs?

No. We will only log the times you connect and disconnect from our service. This is to prevent abuse and for server diagnostic purposes. We do not monitor what websites you visit or who you communicate with when using our VPN service. For more information see our Privacy Policy.

Can I use your VPN instead of my current Internet provider (ISP)?

No, a VPN service requires a working Internet connection in order to function. It can be any kind of Internet connection such as ADSL, Cable, 3G/4G Mobile, WiFi or Satellite.

Can I get a trial account?

No we do not offer trial accounts as they are often abused. We do however offer a 30 day money back guarantee if you are not satisfied for whatever reason.

What will my ISP see when I am connected to your VPN?

Your ISP will only see a secure encrypted connection to one of our VPN servers. They will not be able to see what websites you are visiting or who you are communicating with online. All Internet traffic will be hidden from them.

Can I download torrent P2P files when connected to your VPN?

You can download torrents and use P2P software. However you are not permitted to download any illegal torrents or share copyrighted material. If pixelVPN receives a copyright notice we will terminate the offending VPN account immediately.

Accounts & Payment Questions (2)

What payment types do you accept?
We accept Paypal, most credit/debit cards and Bitcoin.
If I'm not happy can I get a refund?
Of course, we offer a 30 day no quibble refund policy if you are not completely satisfied.

Technical Questions (9)

What operating systems and devices are compatible?

Our VPN service works with Windows XP/Vista/7/8, Mac OSX, iOS (iPad/iPhone) as well as Android and Windows smartphones.

We are adding support for certain routers and other devices all the time. Check back on our support page for the latest information.

I'm confused. What is the difference between PPTP, L2TP and OpenVPN?

PPTP, L2TP and OpenVPN are three separate standards (protocols) used to connect to our VPN servers. We have a more detailed explanation on the homepage but have summarized below:

PPTP: The oldest method of connecting to a VPN and compatible with almost all devices and computers. Works with old and slower computers but has the lowest level of encryption.

L2TP: Offers very high encryption with fast speeds. Does not work well with old computers but offers great levels of security.

OpenVPN: Offers the highest level of encryption and security when connecting to our VPN. It can be tricky to setup sometimes but is overall the best method of connection.

Will your VPN work over any type of Internet connection?
Yes. It will work on ADSL, Cable, 3/4G Mobile, WiFi or Satellite connections.
Do I need to open any ports on my device or router?

No not usually. If you have any problems configuring your device just contact support who will be able to help.

Will your VPN work with my smartphone/tablet?

Almost certainly. We support all popular devices including iPhone, iPad, Android Smartphones, Android Tablets and a host of other devices.

Can I use OpenVPN on a Mac?

Yes you can. You will need to install a piece of software called Tunnelblick to make it work. A tutorial can be found on our support pages.

Can I send out email through port 25?

By default we block all connections to port 25. In order to send out email over port 25 just send a support ticket and let us know the SMTP servers you use (such as smtp.myemailprovideer.com) and we will whitelist them for you.

I have connected to your VPN, but I am still unable to access blocked sites.

First of all, check that you have followed the vpn support tutorials for your device correctly and ensure you have a working Internet connection.

Then try closing down your browser and starting it again. If you still cannot connect please contact technical support.

I am not getting the speed I am expecting, how can I fix this?

The speed of a VPN connection depends on many factors. These include: the distance you are from the server, your Internet connection, your computer specs, the current load on the VPN server and a few other factors.

To start with try connecting to another VPN server closer to you to see if that makes a difference. If it is still slow, contact support who will be able to tweak some settings on your computer to hopefully increase your speed.

Other Questions (3)

Can I download torrents?
Yes – only legal ones though. The sharing of any copyrighted material is strictly forbidden and your account will be terminated.
Can I recommend you to others and do you offer an affiliate service?
Yes you can, see our affiliate page for more information.
Will you share my information with any other company?
No and we never will. We take our customer's privacy very seriously and the details you provide with us, stay with us.