All information on this page relates to using macOS with our L2TP service, if you're using a different device/service please go back and select the appropriate page.

To help with fixing your problem this page is split into 3 main sections, you can navigate directly to specific section by using the Table of Contents links on this page.:

• Does the VPN connect?
• Performance Tips
• Location Detection Methods

When you instruct L2TP to connect, does it connect successfully?

Ok, so L2TP is connecting successfully. If the VPN connects, please open the below tester with the VPN connected. This will help us to determine the cause of your problem.

Even though you have indicated you are connecting to our servers, if the tester shows 'VPN Connected: No' it means that your computer is not sending internet traffic via our servers; so your broadband IP address will not change, any blocked sites will remain blocked.

The most common reason for this is not following the setup guide to the end and missing part of the configuration, please ensure Step 9 & Step 10 onwards of the setup guide have been completed, from here.

Even though you have indicated you are connecting to our servers, the tester may show:

VPN Connected: Yes
VPN Using Our DNS: No

Whilst this confirms that your internet address is being replaced by our VPN server, so your Internet location is changing, some blocked sites may remain blocked until your VPN connection uses our DNS servers. DNS is a bit like the Internet telephone book, if you're not using the StreamVia DNS/Internet telephone book you may remain blocked.

To troubleshoot this further, please Contact Support.

First make sure that the tester reports 'Yes' for both VPN tests, this confirms that the VPN is connecting correctly, you MUST have 2 x 'Yes', if not see above to fix this first. You should see the below if the VPN is connecting correctly.

VPN Connected: Yes
VPN Using Our DNS: Yes

We've verified that the VPN is connecting successfully, Apps/websites can often use a number of location detection methods - the VPN can change your Internet address, but some sites also check things like timezone, local time, date format, etc.

Click the button below to see the Location Detection Methods that sites may use.

Keep in mind that some of you will be connecting to servers many, many thousands of miles away, often through multiple timezones (maintenance is usually performed out-of-hours local time), so some disconnections are inevitable from time to time.

Here are some of the reasons for disconnections and/or things you can do to improve stability:

• Try using OpenVPN rather than L2TP, OpenVPN typically works better in less than ideal network conditions (Install/Setup Guides).
• Try a different option, for example UK1, UK2, UK3 etc all use different network providers on our end which may impact the router/path between you and us. What works best one day, may not always be the case.
• Restart your broadband router, this can often work wonders.
• Try with a network cable to your router rather than wireless, just to experiment. If a cable improves things, you're suffering from wireless interference tuning your wifi channel may help.
• If you're using a public wifi, such as in a hotel, you are susceptable to interference from other users. Many hotels have a bandwidth bottleneck, especially at peak times, wifi signal can also vary hugely from one room to the next (best signal is usually in communal areas, where the wifi access points are often located)

We have a dedicated section covering performance tips:

macOS will typically fail with the same generic error messages, for multiple causes - an element of trial and error is required to troubleshoot, essentially verifying each settings.

The VPN username/password is randomly generated by default and is not necessarily the same password as you use to access our Client Area website. The VPN password is also case sensitive, please make sure you copy and paste to reduce the chance of error as it is sometimes easy to confuse letters/numbers etc. See Step 2 of the install guide for links to retrieve/change your VPN password.

Verify that there are no typing mistakes in the Server Address, please copy and paste from our sever lists page to reduce the chance of error.

Verify that you entered the correct Shared Secret in Step 8 of the setup guide, it is not the same as your VPN password.

Something local to your computer/router/ISP is blocking the VPN. Please try with OpenVPN or PPTP, or see below for potential causes.

A common problem is that your router does not have VPN Passthrough or L2TP/IPSec Passthrough enabled, there should be a setting in your routers administration panel. Please also try powering off and on your router.

If not resolved after verifying the above please try disabling any security or firewall software you are running, just as Norton, ZoneAlarm, BlackIce, AVG, etc.

We ensure our servers are NEVER overloaded, so this is not the issue if you are receiving poor performance; please get this out of your mind now

Your network, your ISP and their network have as much an impact on the speed you will receive as we do. Some of you will be connecting to a VPN server half way around the world, so degradation along the way is inevitable.


Quick tips

• Use OpenVPN rather than L2TP
• Experiment with Location 1, Location 2 (Site 1, Site 2) etc connections
• Use a network cable not wireless/wi-fi, this can often make the biggest difference.
• Reboot router/computer
• Clear all browser cookies/history/cache
• If you are a 'VPN All' or 'VPN UK, USA & Canada' member and are using StreamVia to access streaming TV/video, please try SmartStream instead.

Location 1, Location 2 (Site 1, Site 2) etc
Each different VPN Site is a separate VPN location, you should experiment to see which works best for you. There may be a massive difference, some difference or no difference for you in speed. But you should experiment to see ;)


Browser cache/cookies
Always clear your browser cache/cookies/history after connecting VPN, you need to reset the browser for your change in location. Failure to do so can result in poor performance.


Wi-fi vs wired ethernet
Using a wired connection instead of wireless often has the biggest impact on speed. The best speed and reliability with always be seen when using a network cable rather than wireless, wireless networks cause latency which causes the speed to drop. If you are having speed issues, please try with a network cable rather than wireless.


Your broadband
Just because you have XYZ speed broadband, does not mean you should expect this speed over a VPN. All networks deteriorate in speed the further away you are, so whilst someone connecting in the UK or a country close by will be able to achieve close to maximum speed to a UK server, those in Australia will not.

Also, if you or someone else is heavily using the broadband connection (even if not over the VPN) then you will notice a performance drop. For best performance ensure others are not downloading/streaming on the same connection as you.


Reboot everything
Try restarting both your computer and your broadband router, sometimes this can work wonders!

Your internet (IP) address is just one way a website can determine your location, the VPN/SmartStream can change your IP address, first check all is set up/connected properly (you only need one of the below to pass, depending on the service you are using):

Here are some other methods websites use in addition to an IP check:

• Cache/cookies/history from your browser, you should clear these after the VPN connects or when you have problems to reset your location. For example, if you visited a website without our services enabled, it is possible the site has already cached your location.

• Close all open browser windows, or force close all Apps you wish to use, then restart them afresh.

• Log out & log in, if you're using a website/app where you need to log in, try logging out and back in again after making sure our services are configured/connected properly.

• Time zone, set to the timezone of the content you wish to access. Restart the device once changed. Channel 4/All 4, UKTV/Dave & Sky use this additional check.

• Region & date formatting, some sites will check the region specified on the computer/device and the date formatting, for example UK/USA dates are formatted differently. Restart the device once changed. Channel 4/All 4, UKTV/Dave & Sky use this additional check.

• Location Services/GPS, devices like the iPhone/iPad/Android/AppleTV devices may have a GPS chip/Location Services, if so this should be disabled. ITV and SkyGo are known to use this check on iOS and Android (make sure you disable Location Services for these Apps). Some apps however will refuse to open at all, BT Sport and TVPlayer on a phone/tablet/AppleTV for example, TVPlayer does still function on the Amazon FireTV. National Lottery App on iOS now uses this check, try a browser instead of the app (on a computer still works).

• Mobile signal, disable all mobile data by putting the device into Airplane mode, then re-enable wifi. Apps can check the mobile carrier and/or roaming status of the device. SkyGo for example use this additional check.

• Location tracking, a feature most modern browsers have, this should also be disabled as it may override the IP check. Many sites use this.