A VPN is not necessary to access our services, and customers should be aware that using one without a genuine need can create playback issues, such as buffering, poor video quality, or connection drops. VPNs route traffic through additional servers, which can add latency and disrupt the streaming experience.
We've also noticed that most users don't know how to correctly configure a VPN, and some assume that any VPN will work well for video streaming. This isn't true — VPN quality varies significantly, and a poorly performing VPN can cause more problems than it solves.
Our recommendation is simple: don't use a VPN unless you actually need one. A VPN is only required when your Internet Service Provider (ISP) is blocking or throttling access to our services. It isn't needed for any other reason.
Before You Consider a VPN
Some customers assume their ISP is blocking them when the real issue is a setting on their own modem or router. Many ISPs now include advanced privacy and security features built into their routers, which come enabled by default. These features can create false positives, mistakenly flagging and blocking legitimate access to certain apps or websites, often without the user ever knowing this is happening.
Before considering a VPN:
- Go through our troubleshooting guide first.
- Reply back with the requested information.
- Our team will review your case and determine whether a VPN is actually needed, and if so, recommend one that's suitable for streaming.
Is Internet Throttling Real?
Some users believe that internet throttling is something providers invented, and that it doesn't actually exist. This is a common misconception. Throttling is a well-documented practice where ISPs intentionally slow down traffic for certain services, often video streaming, to manage network congestion or bandwidth costs.
To help clarify this, here are three articles from reputable outlets covering the topic:
- Martech – Study: Telecoms have been throttling YouTube and Netflix since the demise of net neutrality
- CNET – How to spot internet throttling and what to do to fix it
- Forbes – What is internet throttling?
Quick Tips for Checking Throttling Yourself
- Run a speed test while streaming and compare it to your plan's advertised speed.
- Test speeds using a VPN briefly — if speeds improve dramatically with a VPN on, throttling may be occurring (though this alone isn't conclusive).
- Check if the slowdown is specific to streaming or video traffic versus general browsing.
If you suspect throttling after running these checks, contact your ISP directly, or reach out to our support team with your troubleshooting results so we can help confirm the issue and advise next steps.
