Frequently Asked Questions

What is a VPN and what does it do?

Typically, when you try to access a website on the Internet, your ISP (Internet Service Provider) receives the request and redirects you to your destination. As your Internet traffic passes through your ISP, they can see everything you do online. What’s more, they can track your behavior and sometimes even hand your browsing history over to advertisers, government agencies and other third parties.

Here’s where a VPN comes into play. It redirects your Internet traffic through a specially configured VPN server, hiding your IP address and encrypting all the data that is sent or received. The encrypted data is essentially gibberish to anyone who intercepts it, making it impossible to read.

Why do I need a VPN?

Although the answer to this question could be complex, the main reasons why one needs a VPN are security and privacy. You should strongly consider using a VPN if:

  • You use public Wi-Fi regularly
  • You travel a lot
  • You want to shield your browsing habits and content from third parties
  • You want to avoid government surveillance
  • You are a journalist or political activist
  • You use file-sharing services (P2P for example)
  • Generally speaking, if you value your privacy while using the Internet, you definitely should.

Can I use P2P applications with NeXTGenVPN?

Yes, you definitely can. The list of our servers that support P2P is available in your account management console. Given the nature of the P2P protocol, there is not specific gain by connecting to a specific country server. No matter in which country your VPN is connected, you will still get the same P2P connectivity. This is why we dedicate a number of our servers to P2P to be able to optimize your experience.
The best results are often achieved when you are connected to a server close to your geographical area.

Will I experience a DNS leak with NeXTGenVPN?

We operate our own DNS servers infrastructure, so there should be no leaks. If you still experience a DNS leak, please make sure your VPN connection is active and clear the cache and cookies from your browser.

What effective bandwidth can I expect from your service?

It depends on various criteria. Generally speaking, and depending on your ISP bandwidth capabilities, you may expect between 20% and 30% loss in bandwidth speed. This is due to the heavy encryption used inside our network for your security.

Do you offer any open ports?

All outgoing ports are open on our servers, except SMTP and Netbios for safety reasons. For the SMTP outgoing port, you can use port 587 (TLS/SSL supported).

We are also able to provide port-forwarding capabilities to allow you the use of an incoming port. Although you should not need this most of the time, certain applications require an incoming port to be able to function properly.
You can request a dedicated incoming port directly from your account management console.

All our professional accounts can be set with permanent dedicated IP addresses and global port forwarding as well.

How many simultaneous connections to NeXTGenVPN can be used with one account?

A total of 5 devices can be connected with one NeXTGenVPN account at the same time with no server or protocol restrictions.

Why don't you offer a bazillion destinations like some other VPN services?

A bit of clarification is in order here.

To make a long story short, VPN services that offer dozens (sometime a hundred or so) "destinations" do not in fact maintain their own network infrastructure. They use third-party equipments and shared ressources either with other VPN services or from a third-party global connectivity provider.

Needless to say, this is obvioulsy a security issue.

We only offer destinations where we have direct control of our infrastructure.

In other words, we do not share network infrastructure or equipments with other VPN services or global VPN connectivity providers. We only use (and make available to you) a network that we can control entirely, from end to end. We do own our network equipment, routers and servers. No outside personnel or third-party can access our infrastructure.

This is why we offer only (carefully) selected connections. We are perfectly aware that we could offer more destinations by using shared or mutualised infrastructures, but we totally assume this choice. It is part of our values. Last but not least, we strongly believe this is the only way we can really guarantee our service integrity and your security (and we do sleep better at night as well).

What information do you store ?

None. We do not maintain any log or store any data from your online activities.

How is my privacy maintained while I'm connected to NeXTGenVPN?

When you connect to NeXTGenVPN, a VPN "tunnel” is created. This just is another word for a secure connection between you and our network. All data in this "tunnel" is encrypted so that only you know the content of what is being sent (we don't). The data is encrypted with an unique key that belongs only to you. Also for obvious security reasons, while we do not disclose our authentication and encryption methods, you have to know that this is an military-grade level of security that makes no compromise when your security and privacy is concerned.

Also, for each NeXTGenVPN account, a key/certificate pair is custom generated and unique to that account. This means there is absolutely no "common key" inside our system (unlike most VPN services) that would allow interception and decryption or your data should that key be compromised.

We operate since 2010 without a single security breach. Security and confidentiality are definitely our trademark values and we will accept no less.

I have forgotten my password

Go to the Lost Password page, enter your email address and press "Send recovery link". You will receive an email to confirm that you want to reset your password. Click the link in the email, and you will be able to set a new password.

How can I get support?

If for some reason you cannot access your account, you can do that from our "Contact Us" page. You can also access directly our Customer Service from your account management console (Support). All support requests are usually processed and answered in less than 24 hours. For professional accounts, all technical requests are processed and answered as soon as one of our network engineers can address it.

What is an "IP address"?

An IP address stands for an Internet Protocol address and serves as a personal identifier for your computing device. Your Internet Service Provider (ISP) assigns a unique IP address to identify your device or network among all the others connected to the Internet.

Because of IP addresses uniqueness, data can successfully reach its destination on the web – similarly to your home address, which allows a letter carrier to deliver your mail. To put it simply, IP addresses are necessary for sending and receiving data on the Internet: when connected devices talk to each other, they identify themselves by IP address.

How does an IP address relate to online security & privacy?

Since every computer on a network is assigned with an IP address to retrieve information, all activity performed online has an IP signature. Just like your Internet Service Provider (ISP), every webpage tracks the IP addresses of their visitors to collect user-oriented data, and this is done without the agreement (or even the knowledge) of the visitors.

All kinds of user identification can be collected by tracking IP addresses. For example, a website can gather information such as user’s ISP, actual location and other data that can be stored and used at the discretion of the website owners.

At present, search engine giants (such as Google or Amazon) use IP addresses as well to associate a search pattern and online activity with every single user. This is done to deliver more targeted ads, but with the kind of information that is being collected, it is worrying to note that Google is in a position to profile every Internet user quite accurately.

Why is my connection slow?

Like on any route, congestion can slow a fast connection to a halt. For example, when you connect to nextgenvpn.com, you have to go through your ISP who then connects you to us. If it happens to take an internet route that is either very busy or very long, it means your connection will be slow. This can happen anywhere along the route, although we monitor our network 24/7 to ensure we are not the cause.

Should I choose the Transmission Control Protocol (TCP) or the User Datagram Protocol (UDP) when using NeXTGenVPN?

UDP is mainly used for online streaming and downloading. TCP is more reliable but a little slower than UDP and usually used for web browsing. TCP is also used when OpenVPN standard ports are blocked by local ISPs or authorities (or if you want to be really discrete). Using TCP actually masks your VPN connection as a standard HTTPS browser connection.

Can I get a static (dedicated) IP address for my NeXTGenVPN VPN connections?

Contact us either through our "Contact Us" form or directly from your account management console, and we will provide it. We currently offer dedicated IP addresses in the United States, Canada, the United Kingdom, France, Ukraine and the Netherlands. Please note that, in most cases, you will need to pay extra for a dedicated IP address since it will be reserved for your exclusive use.

In a nutshell, how does a NeXTGenVPN VPN connection work?

As soon as you connect to the NeXTGenVPN VPN network, your device is assigned a new IP address and new DNS resolvers. All of your Internet traffic is encrypted and tunneled to our VPN server. Once there, it is decrypted and allowed to travel to its intended destination. Your local ISP will only see a single encrypted data stream between you and our VPN server. Your ISP can no longer monitor, log or control your Internet usage and you can bypass your ISP restrictions if any.

I believe my account has been compromised - What should I do?

You need to contact our support without delay, either by using the "Contact Us" form or directly from your account management console.

Our security personel will immediately change your password, along with your reference email address if necessary, and a new key/certificate pair will be generated for you and the old one will be revoked.

We will of course need to verify that you are the account legitimate owner.

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