My Private Network Support
For quick answers to common setup questions, please refer to our
comprehensive instructions at the Knowledge Base.
If you can’t find an answer to your question, do send us
a Support Ticket and our team will get back to you as soon as possible.
Last but not least, you could also engage our Community and check if your issue has been reported or resolved by another member.
Support Ticket
Quickly open a support
request and you’ll be
contacted by our team directly.
Community
Check if an issue you’re experiencing
has been reported or resolved
by other members.
Common Topics
SEARCH KNOWLEDGE BASE
TV Content Providers
How to register for BBC iPlayer account?
As of early 2017, BBC has started to prompt users to to sign up and login with a BBC iPlayer ID before they are allowed to watch BBC content. This has now been enforced by BBC so all of their viewers, need to register a Free account with them before they can continue streaming their favorite shows. Learn how to register for a free BBC iPlayer account here.
How to register for iTV Hub account?
While most of the programmes on iTV does not require a paid subscription, you will still need to register a free account with them in order to stream content. Fortunately, registration is pretty straight forward and best of all, FREE! Learn how to register a free iTV Hub account here.
Why do I need to pay to stream certain TV channels?
Whilst you can use our service to bypass the geo-restrictions that were set in place for some channels like SkyGo (U.K only), Hulu (U.S only), and etc., you will still need to have an active account or subscription with the streaming provider in order to use their service. If you do not have an active account or subscription, there’s no way to stream their content over VPN or Smart DNS. Find out more here.
MyTelly (Smart DNS)
What is MyTelly?
MyTelly is a Smart DNS service that is included free of charge with any paid VPN subscription that you have with My Private Network. This service is highly recommended if you’re only planning to use the VPN to access geo-restricted TV channels. However, there are Pros and Cons of using this service over our VPN service, depending on the main reason you got the subscription in the first place. Learn more about MyTelly here.
Which content providers are supported?
MyTelly supports 200+ content providers from all around the world. See the full list here.
What devices are supported?
Setting up our MyTelly Smart DNS service on your device is a pretty straight forward process, and is supported on more devices than a VPN. Devices that usually don’t have VPN facilities such as Apple TVs, Fire TVs, Xbox, Playstation, and Smart TVs can now utilise our Smart DNS service. See the full list of supported devices here.
VPN Services
Can I download torrents?
Whilst we do not condone the downloading or sharing of copyright protected media, our service operates under the legal jurisdiction of the countries in which our servers are located.
This means you are expressly prohibited to download copyright protected media when connected to our VPN servers with the exception of our servers in Russia (RUS) or Malaysia (MYS) or our torrent cluster. Kindly contact our help desk for more assistance.
Which router do you recommend for DD-WRT?
Pretty much any router that can run the VPN version of DD-WRT will be fine. We have tested and used the following routers in-house, without any issues:
- Linksys WRT54GL
- Buffalo WHR-HP-G54
- Buffalo WHR G300N (V1 Only)
Why is my VPN slow?
We usually find that most (but certainly not all) speed issues are down to the overall Internet link between our customers and our servers. We have had thousands of customers use our service over the years and you can usually predict the speed of a users connection based on their local broadband speed and their geographical proximity to our servers.
For example, a user in France on a 20Mb cable connection, connecting to our UK servers will usually get around 15Mb, the same would be true for most of Northern Europe. However a user in Singapore on a 100Mb cable connection, connected to the same UK server, would most likely get between 2 and 4Mb. This disparity is down to the speed of the overall Internet link between the users location and our server locations. See how to quantify the speed issues and fix it here.
Account
How do I change my account email address?
Unfortunately, you cannot change your registered email address as this is the unique identifier that you need to use to login to our website to view your account and subscription details.
However, if you really need to change this, please send us an email at [email protected] and we will do our best to assist you.
How do I reset / change my account password?
If you have forgotten your password and would like to reset it, please click on the link below and follow the instructions:
https://client.my-private-network.co.uk/pwreset.php
To change your password instead, see our guide here.
Can I get a refund?
If you are not happy with our service or if it does not work as intended, we will provide a refund. Please note that a full refund is only provided for up to 90 days after the date of the payment and refunds requested after 90 days will be made at our discretion.
To request a refund, please contact our help desk and we will process your request accordingly.