SwissVPN

Encrypted connections to the Swiss Internet

Help

Frequently asked questions

Before contacting us, please read our frequently asked questions.

 

How can I get support?

Support for SwissVPN is available only by email. Please complete the support form. We will then get back to you. Unfortunately we cannot offer telephone support for SwissVPN.

WEB.DE customers: We answer all emails, but sending emails to web.de is sometimes difficult. Please check your filters because some of our emails to web.de get lost.

 

I’ve lost my username/password. How can I get it back?

Please use the Lost login data page.

 

What protocol does SwissVPN use for the VPN connection?

SwissVPN uses the L2TP over IPsec, PPTP, SSL VPN (SSTP) and OpenVPN protocols.

The L2TP over IPsec and PPTP protocols are supported directly (i.e. without additional software) by all standard operating systems. The older PPTP protocol should be used only if a Swiss IP address is needed, but without high security requirements.

 

How is the data encrypted in the VPN tunnel?

PPTP

128-bit MPPE encryption, authentication protocol MS-CHAPv2.

OpenVPN

SSL/TLS-secured channel for authentication and key exchange; encryption of user data: Blowfish (168-bit).

SSL VPN (SSTP)

SSL/TLS-secured channel for all communication; encryption algorithm: AES/RC4 (128-bit).

L2TP

IPsec; phase 1: AES/SHA1 with DH; phase 2: AES/SHA1 (128-bit) with PFS.

 

Can I use SwissVPN through my cable/DSL router or my firewall?

PPTP

If your router/firewall supports PPTP pass-through, you shouldn’t have any problems connecting. Many routers/firewalls support PPTP connections without any problems, even if this isn’t always stated explicitly. Your firewall rules must be set up to permit outgoing connections on TCP port 1723 and IP protocol 47 (GRE).

OpenVPN

Only TCP port 443 (usually used for HTTPS) need be open for outgoing connections.

SSL VPN (SSTP)

Only TCP port 443 (usually used for HTTPS) need be open for outgoing connections.

L2TP

UDP ports 500 and 4500 must be open for outgoing connections.

 

Can I connect several computers to SwissVPN simultaneously?

Every SwissVPN account can initially be used for only one connection at a time. However, you can purchase additional optional simultaneous connections for an account. You can, of course, also purchase additional accounts at any time.

 

Can I test SwissVPN before purchasing it?

If, prior to buying an account, you want to be certain that you can definitely make a connection using SwissVPN, you can use the following login details for test purposes:

Available protocols for test: PPTP, L2TP over IPsec and SSL VPN (SSTP).

  • VPN server: connect-test.swissvpn.net
  • Username: swissvpntest
  • Password: swissvpntest

Simply follow the SwissVPN setup instructions for your operating system (see above) and use the login details when prompted to enter your SwissVPN username and password.

Please note that this test account can only be used to connect to www.swissvpn.net. However you can use the VPN indicator next to the SwissVPN logo (see screenshot below) to check whether you have successfully made a VPN connection (you may have to click on the refresh/update button on your browser to view the indicator).

 

What does the firewall option do?

The firewall option offers a stateful packet filtering firewall for your SwissVPN connection. This supports TCP, UDP and ICMP via IPv4/IPv6 and prevents incoming connections from the Internet reaching your computer while permitting all outgoing connections (active FTP mode is not supported).

If you have purchased the firewall option, you can switch it on or off at any time on the My Account page. To add the firewall option to an existing account, simply renew the account by at least one month and select the firewall option when renewing.

Should you require TCP/UDP port management, we recommend purchasing SwissVPN without a firewall and managing ports via the internal firewall on your operating system.

Please note that this is not a spam, antivirus or content filter. We strongly advise you to always load the latest security updates for your operating system and install up-to-date antivirus software on your computer, even if you use the firewall option. Monzoon Networks AG cannot guarantee that third-party applications will work in conjunction with the firewall option or that the firewall option will protect your computer against all threats emanating from the Internet.

 

I get error number 691 when I try to make a connection. What should I do?

This error is typically caused by one of the following:

  • The username and/or password is wrong.
    • Ensure you enter the username and password exactly as shown after purchase or on the receipt you were sent by email.

  • Another computer is already connected via the same account.
    • If you are sure that no other computer is connected, wait a few minutes and then try again.

  • The account has expired.

 

I get error number 619 when I try to make a connection. What should I do?

This error is mostly caused by routers/firewalls that do not transfer GRE/PPTP packets correctly. Try restarting your router, adapting its settings or using a different router model. If that doesn't help, try using OpenVPN.

 

What can I do if my ISP/router/firewall/company doesn't allow PPTP VPN?

Try using our L2TP/IPSec or SSL VPN service, which permits better VPN connections in such environments.

 

Am I assigned a public IP address when I connect using SwissVPN?

Yes. You receive a (dynamically assigned) public IP address for the duration of your connection to SwissVPN.

 

Can I have a static IP address?

Yes. This service is now available (available protocols: PPTP/MPPE, L2TP/IPSec, SSL VPN (SSTP, OpenVPN). From just CHF 10 per month (minimum six months), you can receive your own static IP address for professional purposes via a completely transparent Internet connection. Due to legal regulations, we are obliged to conclude a short contract with you. Simply download this form, complete it and then fax/email it to us. It may take up to two working days to set up.
The following versions of SwissVPN static are available:

SwissVPN static for single hosts: Your device (computer, cellphone, server) will receive a static, public IPv4 address and it is possible (e.g. for remote service access or server operation) to directly connect from Internet to your device (if your device permits such connection). Only 1 concurrent connection is possible. Static IPv6 subnet included.

SwissVPN corporate for enterprises: Several devices can connect to SwissVPN simultaneously. Each device will receive a private IPv4 address. All connections will be routed to Internet through 1 static, public IPv4 address (network address translation). It is not possible to set up a connection from the Internet directly to your end device. Dynamic IPv6 subnet included (we are working on a static IPv6 subnet solution as well).

Download static IP address contract (English)

Download static IP address contract (French)

 

Do you support IPv6?

SwissVPN now also supports IPv6 (dual-stack IPv4/IPv6)! This dual-stack operation is important so that IPv6 connections are encrypted once the VPN has been launched and do not pass the VPN unencrypted.

PPTP and L2TP connections automatically use an IPv6 address if the client supports it. OpenVPN/SSL VPN (SSTP) is not currently supported. At present, we only know that Windows 7 is compatible.

Feedback about your experience would be greatly appreciated: Support form

 

How can I send emails while I’m connected to SwissVPN?

You can either use Webmail (if your email provider offers it) or you can send email directly via your email provider’s SMTP server (most providers require authentication before allowing you to send email via their SMTP server if you are not connected via their network). SwissVPN does not include access to an SMTP server.

 

Do I need a firewall, antivirus software, etc.?

If you have purchased the firewall option for your SwissVPN account, you are already protected against the most frequent threats from the Internet. If not, we strongly recommend that you install/use a separate software firewall on your PC. Please note that some personal firewall software packages may interfere with the SwissVPN connection (frequent problem: Error 619).

Monzoon definitely recommends installing up-to-date antivirus software on your PC.

 

Are there any data limits?

There are no limits on the data volumes transferred via your SwissVPN access. However high volumes of traffic along international routes may prevent you attaining the full transfer speed of your local Internet access.

 

Can I change my password?

Yes. You can change your SwissVPN password on the My Account page at any time.

 

How can I check the validity or expiration date of my account?

Simply log on to the My Account page to check the expiration date of your account or renew/extend it where necessary.

 

How can I ensure that my computer connects to the Internet only via SwissVPN, not directly?

The most reliable way to do this is to install a separate router/firewall between your computer and the Internet. Configure the firewall in such a way that only outgoing connections with the following protocols are permitted:

  • 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
  • IPsec (UDP ports 500 and 4500), for L2TP over IPsec

We do not recommend a particular model or brand of router/firewall. However please note that some home routers (e.g. Linksys, D-Link, Netgear, etc.) may not offer the possibility to block all connections apart from those listed in your Web interface.

 

My router has a built-in PPTP client. Can I use this to connect to SwissVPN?

Probably not. The PPTP client in most home-use routers is only intended for use with certain kinds of DSL connections that use PPTP rather than PPPoE/PPPoA. Encryption is usually not supported at all.

 

Is is possible automatically renew my SwissVPN account?

Yes, this is possible. SwissVPN is a prepaid service by default, which means, when purchasing you select a fix contract duration between 1 and 12 months. After this period your contract terminates automatically and without cancellation. If you wish to use your account for an extended duration, you can renew your contract by clicking Buy and enter your username in the following payment window.

If you want to avoid this manual renewal process, you can select auto renewal in the payment window. We will then auto renew your account automatically on a monthly basis. This feature is available for credit card payment using American Express, Mastercard and VISA.

 

Is is possible to start several VPN connections at the same time?

Yes, this is possible. When purchasing or renewing you can select either 1 or 3 concurrent VPN sessions.

You can configure your account (username/password) on an unlimited number of devices (also using different types of VPN versions). Depending on option selected you are able to start 1 or up to 3 SwissVPN connections at the same time.

 

Are higher speeds available?

Yes, there are higher speeds available. When purchasing or renewing you can book a Speed Upgrade option to 30000/10000 kbps.

As a standard we provide 15000/5000 kbps at our ports. Please note, that data from the web server you visit are being routed through our VPN server and then being send to you. So if you visit a US web page from your US location, all data take such "detour". Due to technical reasons (latency) and depending on load on international Internet routes, you can't use the full speed we provide - nothing we can influence, sorry!

We offer a Speed Boost option for free, which you can activate from within your account portal. Five times per month you can test this higher speed for 3 hours each. Using this free boost option you can find out before purchasing, whether this option is a significant improvement for your VPN connection.

Help form

Questions can be asked and answered in either English or German.

Network status

Current faults and maintenance work. Display