Frequently Asked Questions
How can I get support?
Support for SwissVPN is only offered via e-mail; please fill in the
support form, and we will get back to you.
No telephone support is available for SwissVPN, sorry.
WEB.DE mail users: we answer all mail, however delivery of our mails to web.de is sometimes a problem.
Please check your filters as some of our mails get lost somehow on web.de.
I have lost my username/password – how can I retrieve it?
Please see the lost credentials page.
How do I set up my SwissVPN connection?
PPTP VPN (try this first):
OpenVPN (if PPTP does not work for you):
What protocol does SwissVPN use for the VPN connection?
SwissVPN works with the Point-to-point tunneling protocol (PPTP), which is supported under all major operating systems.
Alternatively, OpenVPN can be used if PPTP does not work (due to firewalls etc.).
How is the data that passes through the VPN tunnel encrypted?
- PPTP: 128-bit MPPE encryption, authentication protocol MS-CHAPv2.
- OpenVPN: SSL/TLS secured channel for authentication and key exchange; encryption algorithm: Blowfish.
Can I use SwissVPN through my Cable/DSL router or firewall?
- PPTP: if your router/firewall supports PPTP pass-through, you should have no troubles connecting. Many routers/firewalls handle PPTP connections fine even though
they do not explicitly advertise PPTP pass-through capability. Your firewall rules must be set up to allow outbound connections on TCP port 1723
and IP protocol 47 (GRE).
- OpenVPN: only TCP port 443 (normally used for HTTPS) needs to be open for outbound connections
Can I connect to SwissVPN with multiple computers at the same time?
Each SwissVPN account can only be used for one concurrent connection, but you can of course
buy additional accounts at any time. Please note that some routers/firewalls
have troubles handling multiple VPN connections to the same destination.
Can I test SwissVPN access before I purchase?
If you want to be sure that you can successfully establish a connection to SwissVPN before you
purchase an account, you may use the following test credentials to log in:
- VPN server: connect.swissvpn.net
- Username: swissvpntest
- Password: swissvpntest
Simply follow the SwissVPN setup guide for your operating system (see above) and substitute these
credentials where it says to enter your "SwissVPN user name and password".
Note that this test account can only be used to connect to www.swissvpn.net – but you may
check the VPN indicator next to the SwissVPN logo (see screenshot below) to verify that your VPN connection
was successful (you may have to click the Refresh button in your browser to see the logo).
What does the firewall option do?
The firewall option provides a stateful packet filtering firewall for your SwissVPN connection.
It supports TCP, UDP and ICMP and prevents incoming connections from the Internet from reaching your computer,
while allowing all outbound connections (active FTP mode is not supported).
If you have purchased the firewall option, you can enable or disable it at any time using the
My Account page.
You can also specify up to 5 TCP/UDP ports that you would like to be open for inbound connections.
To add the firewall option to an existing account, simply renew it by at least one month and choose the firewall option when you renew.
Note that this is not a spam, anti virus or content filter. It is strongly advised that you install the latest
security updates for your operating system and keep an up-to-date anti virus software installed on your computer
even when using the firewall option. Monzoon Networks AG makes no guarantees that third-party applications will
work with the firewall option, or that having the firewall turned on will protect your computer against all threats from the Internet.
I get "error 691" when I try to connect – what can I do?
This error usually has one of the following causes:
- The user name or password is incorrect.
- Make sure that you enter your user name and password exactly as displayed after your purchase, or in the receipt e-mail.
- Another computer is already connected with the same account.
- If you're certain that no other computer is connected, wait a few minutes and then try to connect again.
- The account has expired.
I get "error 619" when I try to connect – what can I do?
This is usually caused by your router/firewall not passing GRE/PPTP packets properly. Try rebooting your router, adjusting its settings, or using
another type of router. If that doesn't work, try OpenVPN.
What can I do if my ISP/router/firewall/company will not allow PPTP VPN?
You might want to try our OpenVPN service
that only requires port 443 (normally used for HTTPS) to be open.
I've got problems with the DNS servers of my Internet Service Provider – what can I do?
If you've got problems with the DNS servers of your Internet Service Provider, you are welcome to use the internationally accessible Monzoon DNS servers:
- 80.254.79.157
- 80.254.77.39
For a manual DNS setup please check the manual of your operating system.
Will I get a public IP address when I connect to SwissVPN?
Yes, you will receive a (dynamically assigned) public IP address for the duration of your connection to SwissVPN.
Can I get a static Swiss IP address?
Yes, this service is now available (only PPTP, but no OpenVPN) - You get your own, static IP address for professional services
through a fully transparent Internet connection for just 10 CHF/month (6 months minimum).
Due to regulations we need a small signed contract with you – just download this form, fill out and fax/mail.
Please allow 2 working days to setup your service!
Static IP address - download contract
How can I send e-mail while connected to SwissVPN?
You can either use webmail (if your e-mail provider offers it), or you may send e-mail directly via the SMTP server of your e-mail provider (most
providers require authentication before allowing you to send e-mail via their SMTP servers while not connected directly to their network).
SwissVPN does not offer access to an SMTP server.
Do I still need Firewall, Antivirus, etc.?
If you've purchased the firewall option for your SwissVPN account, you are already protected from the
most common threats from the Internet. Otherwise, installation/use of a separate software firewall on your
computer is highly recommended. Note that some personal firewall software can interfere with your
SwissVPN connection (common problem: error 619).
Monzoon recommends having up-to-date anti-virus software installed on your computer in any case.
Are there traffic limits?
There is no limit on traffic volume within your SwissVPN access, however you may not get the wirespeed of your local Internet
access due to load conditions on international routes and local transits.
Can I change my password?
Yes, you can use the My Account page
to change your SwissVPN password at any time.
How can I check the validity/expiration date of my account?
Simply log into the My Account page to view the
expiration date of your account, and to renew/extend it if necessary.
How can I ensure that my computer only connects to the Internet via SwissVPN, and not directly?
The most reliable way of achieving this is by installing a separate router/firewall between your computer and the Internet.
Configure the firewall to only allow outbound connections with the following protocols:
- DNS (TCP/UDP port 53)
- PPTP (TCP port 1723), for PPTP VPN
- GRE (IP protocol 47), for PPTP VPN
- HTTPS (TCP port 443), for OpenVPN
We do not recommend a particular model or brand of router/firewall; however, please note that some home routers
(like Linksys, D-Link, Netgear etc.) may not offer the ability to block all connections aside from the aforementioned ones
in their web interfaces.
My router has a built-in PPTP client feature. Can I use it to connect to SwissVPN?
Probably not. The PPTP client in most SoHo routers is only intended for use with certain types of DSL connections
that use PPTP (instead of PPPoE/PPPoA) to connect to the ISP. Usually, encryption is not even supported.
Is Zattoo Internet TV blocked?
Yes, Zattoo TV over SwissVPN has been blocked since February 1st, 2008 - for questions please contact
Zattoo directly, contact see attached press release.
download Press Release
