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iPhone/iPad - L2TP

Here you can find setup information for your chosen VPN and also how to fix any problems you might encounter.

You can use the Table of Contents on the right hand side of this window to navigate between the different sections.

We recommend you open this page on another device as it will be easier to follow

Install Guide

Step 1
Retrieve your VPN username and password, if you are a new member this is contained in the StreamVia Account Information email you received after ordering.

Step 2
Open the below WebApp in Safari:

Step 3
Tap either Apple iPad or Apple iPhone

Step 4
Tap L2TP

Step 5
Choose the VPN location you wish to setup, there may be multiple options per area (i.e different VPN Locations) so be sure to experiment to see which is best for you

Step 6
When prompted with 'The website is trying to download…' tap Allow and it will report Profile Downloaded. Then, tap Close

Step 7
Next navigate to Settings on your device, the main settings where you configure wifi etc. Below you name and where it says 'Apple ID', tap Profile Downloaded

Step 8
Install the VPN Profile by tapping the Install button, ignore Not Signed this is perfectly normal.

If you are prompted for a Passcode, in a telephone style keypad, this is your iPad unlock code i.e the code you use to unlock the iPad from sleep/suspend

Step 9
When prompted enter your StreamVia VPN username, i.e. your full email address

Step 10
When prompted enter your StreamVia VPN password, this can be found in the StreamVia Account Information email, it is case sensitive so please copy and paste

Step 11
It should now say Profile Installed in the top of the window, ignore 'Not Signed' this is normal

Step 12
Press Done in the top right hand corner, this will then return you to the Profiles screen. Tap < General to go back a screen

Step 13
Connect the VPN by going to Settings, VPN, or, Settings, General, Network, VPN

Step 14
Select the VPN you wish to connect, so that it has a tick next to it

Step 15
Move the VPN slider to On


Authentication Failed

The username and/or password is wrong, the VPN password is separate to the Client Area password you use on the website - so it may not be the same. The VPN password is randomly generated by default.

  1. Retrieve your VPN password from the Client Area
    • Sign into the Client Area
    • Click My Services, from the My StreamVia menu on the right hand side
    • Click View Details next to the service
  2. Update stored password on your device
    • Settings
    • General
    • VPN
    • Tap the blue arrow on the right hand side (if on iOS6), or blue 'i' in a circle (if on iOS7), next to the VPN you wish to change
    • Verify that Account is set to your VPN username, your email address, if not correct this
    • Edit only the Password field do not edit anything else
    • Copy and paste the password retrieved from My Services to reduce the chance of error, it is case sensitive
    • Tap Save top right
    • Connect again

L2TP-VPN Server did not respond

Router/ISP problem

Something local to your computer/router/ISP is blocking the VPN. Please try with 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.

Other Information

Poor Performance

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

  • Experiment with Location 1, Location 2 (Site 1, Site 2) etc connections
  • Experiment with PPTP
  • 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 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 ;)

PPTP etc
Try a different type of VPN, such as PPTP.

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!

Alternative DNS
For best performance - especially from China, UAE etc - we recommend that you configure alternative DNS servers on your computer, as some countries will filter DNS which can cause problems for your connection ie inability to connect at all, or unstable connections with frequent disconnects. You need to configure these on your wireless or ethernet adapter - ie the physical network interface you use to connect to your network - details are contained in the below links:

Website Does Not Work

This is usually a fairly easy fix and is usually caused by stale cookies/cache/history within your web browser.

Step 1
Connect the VPN

Step 2
Clear all cookies/cache/history from your browser

Step 3
Close all open browser windows, ie close Internet Explorer, Firefox, Chrome, etc, completely

Step 4
Re-launch the required browser program, we strongly recommend using Firefox for best speeds

Step 5
Verify that the VPN is working, by visting ensuring that you no longer see your ISP's hostname. If you do still see your ISP's hostname, this article will not fix your problem. Please contact StreamVia Support - including your operating system version - advising that the DisplayMyHostname check failed.

Step 6
Attempt to view your desired site again.

UK/USA/xx iTunes Account

The below steps will show you how to create an iTunes AppStore account to download free Apps from another country, the screenshots are based on iTunes 11 there may be subtle differences between different versions however the core process remains the same.

StreamVia will not provide support for this however if followed exactly/correctly it does work fine.

Step 1
Open iTunes and select iTunes Store, then sign out of your current iTunes account by clicking your username then Sign Out

Step 2
With the iTunes Store still selected, scroll down to the bottom right hand corner, click the flag

Step 3
Now select the country of the iTunes store you wish to use, i.e UK, USA, etc

Step 4
Now search for the free App you wish to download, i.e BBC iPlayer

Step 5
Click the Free button next to the App to download

Step 6
You will be prompted to sign in click Create Apple ID

Step 7
Fill in your details, email address, security questions etc

Step 8
When you get to the Provide a Payment Method screen, select None for Please select a payment method.

Enter an address for the country of the iTunes account you are creating, using Google to search for a hotel or other address and use this if you do not have one you can use, then click Create Apple ID

Step 9
Use the iTunes account you created to download the Apps required, you can change back to your original account by signing out of iTunes and then back in again with your original username/password.

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