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Frequently Asked Questions


Q1

I've followed your instructions to create a VPN connection but it just won't connect.
What am I doing wrong?


A1

A VPN connection needs specific "ports" to be open on all the firewalls it passes through in order to connect successfully.
The most common type of VPN connection - PPTP - uses TCP Port 1723 which has no other use except for VPN connections.
The majority of firewalls place no restrictions on what ports people can use to connect to the Internet, however some businesses, schools and hotels can take the opposite point of view that the only ports which they have specifically enabled can be used.
Then, either on purpose or by accident, they don't enable port 1723.
Some entire countries have even blocked PPTP VPNs

If you've followed the setup instructions correctly but still can't connect, we suggest trying to connect from different locations to confirm that it's a firewall problem.

Recently a new type of VPN connection was developed called an SSTP VPN.
This uses TCP Port 443 which is also used by all secure websites and so is enabled on virtually all firewalls.
The catch is that only Windows Vista and Windows 7 PCs can make SSTP connections.

If a firewall is blocking PPTP VPN connections where you are, and you can't move to a different location, then we suggest you upgrade to Windows 7 and use an SSTP VPN.
We don't charge any extra for SSTP connections.
If you have a Mac, then running virtual Windows 7 in Parallels will work.


 

Q2

How come when I connect to your VPN servers my Internet access is very slow?


A2

Our servers are located are datacentres with very fast connections to the Internet.
I've made VPN connections to them from Moscow, Washington, Beijing and Sydney and found the connection speed to be fine for smooth streaming video.
We also have customers who continue to renew their subscriptions so we know our system works and is fast.

Any communication system is only as fast as its slowest link.

Our infrastructure is fast and you may be using a 2mbps broadband connection so where's the link that's making your connection so slow?
Usually it's your ISPs international connections that are either slow or congested.
Many websites may still load fast, either because your ISP is caching them or the website has a local server in the country you're in.
When you make a VPN connection to our servers, all your Internet traffic has to travel to the UK (or US) and back, and there are no "tricks" to get around this.

So what can you do to solve this problem?

Find an ISP who's international circuits aren't slow or congested.
You can compare the speeds of other local ISPs by making VPN connections from friends' houses or from work.
Otherwise you might find that your ISP's international circuits aren't congested at certain times of the day, and connect then.

If you can't get an acceptable speed through our VPN system then we'll refund and payment you've made.




We invite you to contact us with any questions on VPNs, DNS servers,
Secure SMTP servers or  Server Password Recovery.


Call the Sales and Information line free on 0800 634 9870

Email: info@rhebus.com

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