Frequently Asked Questions

Yes.

Our service works alongside your existing Internet connection, you need an existing Internet connection - of reasonable speed, stability and quality - for the VPN router to connect.

You cannot expect to stream 10Mbps HD content, if you only have a 1Mbps broadband connection - or a 1Mbps broadband connection at peak time ;-)

To connect our VPN Router, to your existing broadband router, we recommend doing so by Ethernet cable - which is included with the VPN Router.  There needs to be a spare Ethernet cable port, there are usually 4 grouped together, on your existing broadband router.

It is possible to connect the GL.iNet routers by WiFi to the Internet - but, for the best performance, a cable should really be used. 

However, connecting the VPN Router to the Internet by WiFi - for example - in a hotel, where there may not be a cabled Ethernet port, is possible.  Although, there often is a cabled port in many hotels, in which case we would advise that you use this.

Yes.

We only sell our UK Streaming VPN with VPN routers that we supply - either a VPN router on its own, or as part of our VPN router & Streaming Sticks bundle.

If you have previously purchased a VPN router from us, but the VPN subscription has expired and you now wish to renew, please get in touch with our Support team.

1 x VPN Router, supplied by us. 

The amount of end devices - computers, phones, streaming media devices - you can connect to the VPN Router, is generally in the region of 120. This is specified on the VPN Router product pages.

Our UK Streaming VPN is for exclusive use on a VPN Router, that is supplied by us. 

There is nothing to stop you taking your VPN Router with you, when travelling or moving around, but the VPN connection needs to come from a VPN Router that we have supplied.

It is not supported to use our UK Streaming VPN, with a VPN App on a phone, tablet, computer, etc.  Doing so, increases the risk of our IP addresses being flagged as 'suspected VPN'.

No.

Just the VPN router and VPN subscription needs to be purchased from us.

If you already have your own streaming devices, you can easily connect these to the VPN router that we supply. 

Keep in mind, that some devices may need settings changes - GPS/Location Services disabling, time/timezone manually setting to 'London', etc - to ensure that mismatched location signals are not given to Apps & Websites.

However, some devices, for example Panasonic Smart TVs, are retricted to the location in which they were sold - you cannot get UK Apps, on a German Panasonic Smart TV.  You would need to attach a Fire Stick, ROKU, Apple TV, etc.

If you have any queries about general device usage, please get in touch with our Team.

For those of you that require a Media Player, we have a selection of the most popular models for purchase on our website - either on their own, or as part of a VPN router bundle.

Yes!

We do not currently supply Sky Stream subscriptions/Pucks, but if you already have one you can certainly connect it to one of our VPN routers.

Keep in mind, that Sky do not like seeing the same Sky Stream subscription connecting from multiple IPs - i.e different Pucks, that are partx of the same Sky subscription, on different Internet connections, at the same time. 

If you take one of your Sky Stream Pucks abroad, when you have multiple Pucks at home, make sure you remove the power to any others you leave at home! 

Otherwise, Sky may charge you an additional £26 per box, per month, as a 'used out of home' fee.

No problem.

Get in touch with our support team and they can arrange that and take payment.

We accept payment via all major credit and debit cards, a full list can be seen in the footer at the very bottom of this page.

Unfortunately, Shopify, our shopping cart provider, does not currently provide subscription/recurring payments in the UK via Apple Pay.

We do not accept PayPay.

As we are shipping high value products, we need to be confident that we are shipping them to the receipient.  You can help us, by:

• Using a card that is correctly registered, at the address you are asking us to ship to
• Not order using a high risk VPN, NordVPN, ExpressVPN, et al.
• Order using a bank issued credit/debit card, not a prepaid card.

If our payment provider informs us that there is an elevated risk for your order - for example:

• You ordered using a high risk VPN
• Used a Prepaid debit card
• Ordered from a region with increased risk of chargebacks

We may ask you to complete and/or provide:

• Identity Verification, using Stripe Identity
• Proof of address, to the address that we are shipping to.

We aim to ship all orders within 2 working days.

We will confirm via e-mail, WhatsApp or telephone if you prefer, when we ship your order.  Full tracking details will be provided, a signature will be required on delivery.

We use UPS, DHL, DPD, Parcel Force and Fedex for international orders.  Generally, DPD or Parcel Force for UK deliveries.

For insurance purposes, we need to accurately declare the value of the order that we are shipping.  We will not mark packages as 'gift' or underdeclare the value.

By ordering from us, you accept that you may have to pay local import tax/duty - you are responsible for investigating this, for your local country.