This is a superb product and service. Over many years I have tried a variety of solutions mostly VPN and smart DNS services all with varying degrees of success. This just works seamlessly pret... See more
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Review summary
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I wanted to share some positive feedback regarding my recent experience with Miha at keepyourhomeip.com. He was incredibly patient and took the time to truly understand my issue rather than just givin... See more
Company replied
I would like to hug and thank everyone who made this setup possible. It allows me to care for my mom in France-something that wouldn't have been possible otherwise due to regional restrictions by my e... See more
Company replied
Mark was incredibly helpful on our call. There were some issues with my laptop and so needing to use my phone meant we had to be cut off, then had to rejoin a few times. He was very patient and profes... See more
Company replied
Company details
Written by the company
KeepYourHomeIP offers private VPN infrastructure and Internet security that are easily accessible to everyone. KeepYourHomeIP protects you from online threats, geolocation restrictions, and surveillance.
Contact info
Zodiakplein 44, 2516CD, Den Haag, Netherlands
- support@keepyourhomeip.com
- keepyourhomeip.com
4.7
Excellent
288 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Super quick
Super quick, very patient. Really impressed by the speed and quality of customer support
July 28, 2024
Amazing product
Amazing product - does what I needed and more! No more buffering - and working as if at home! You should offer a refer a friend scheme!
July 3, 2024
Reply from keepyourhomeip
Dear Mr Rowe,
Thank you so much for your wonderful feedback We're thrilled to hear that our product has exceeded your expectations and is providing you with a seamless internet experience when you are on the go.
We'll definitely take your suggestion into consideration and explore the possibility of implementing a refer-a-friend program in the future.
Once again, thank you for your kind words and for being a valued customer. We're glad to have you as part of the KYHIP community!
~ Maria
Great product and help with…
Great product and help with installation. It performs well with the intended use and easy to install. The service is expensive but worth it, wish they had payment plans to help with the high cost.
June 17, 2024
Reply from keepyourhomeip
Dear GJ,
Thank you for your kind words about our product and installation service. We're glad to hear that it's meeting your needs and was easy to set up.
We appreciate your suggestion about offering payment plans. We're curently exploring options to make our service more affordable. We'll definitely keep your suggestion in mind as we move forward.
Thank you again for your feedback and we look forward to continuing to serve you.
~ Maria
5.5 Star Tech Support
I didn’t catch the support techs name, but he was 10/10. Having an issue that could have costed me, he was able and willing to help me same day due to scheduling availability being 0. I appreciate him for being patient with my mother as well. Problem solved, crisis averted. He needs a pay raise as soon as financially possible!
July 15, 2024
Unprompted review
Reply from keepyourhomeip
Dear William,
Thank you so much for this amazing review.
We're very happy to hear that our support tech was able to help you resolve your issue so quickly and efficiently.
We're especially proud to hear that he was patient and understanding with your mother, that's exactly the kind of service we strive to provide.
We're so grateful to have team members like Borko who go above and beyond to ensure our customers are happy and satisfied. We'll definitely pass along your praise and recognition to him, and we'll make sure to give him the kudos he deserves.
Thanks again for your glowing review, and we're so glad we could help you avoid a costly issue.
Plese don't hesitate to reach out, if you ever have any other questions or concerns.
Thank you for choosing KYHIP for your VPN needs.
~ Maria
Good customer service
July 1, 2024
Reply from keepyourhomeip
Dear Nida,
Thank you for your kind words about our customer service. We're glad to hear that you had a positive experience with our team.
We look forward to continuing to support you in the future.
Thank you for choosing KYHIP.
~Maria
Amazing service
I recently had the pleasure of working with Igor from the tech support team, and I cannot praise him enough for his exceptional service. From the moment I reached out with my technical issue, Igor was prompt, professional, and incredibly knowledgeable. He quickly diagnosed the problem and provided clear, step-by-step instructions to resolve it.
What stood out the most was Igor's patience and willingness to ensure I fully understood each step of the process. He went above and beyond to not only fix the issue but also to educate me on how to prevent it in the future. His friendly demeanor and positive attitude made the entire experience stress-free and even enjoyable.
Igor's dedication to providing top-notch support and his ability to communicate complex technical information in an easy-to-understand manner truly set him apart. Thanks to Igor, my issue was resolved efficiently, and I feel much more confident in handling similar problems going forward. If you're looking for outstanding tech support, Igor is the person to go to. Highly recommended!
July 11, 2024
Unprompted review
Reply from keepyourhomeip
Dear Jessica,
Thank you so much for this incredible review. We're thrilled to hear about Igor's exceptional service and the fantastic experience you had with him
His patience and willingness to educate you on how to prevent the issue in the future are exactly the kind of service we strive to provide. We're so proud of him for going above and beyond to ensure you felt confident and empowered to handle similar problems in the future.
We're so grateful to have him on our team, and we'll make sure to pass along your praise and recognition to him.
Thank you again for your fantastic review, and we're so glad we could provide you with an outstanding tech support experience.
If you ever need anything else, please don't hesitate to reach out. We're always here to help.
Thank you for choosing KYHIP.
~ Maria
Amazing product & support
Have just moved house and needed to reconfigure my router.
Support were very responsive, arranged a "Teamviewer" session, and Sophia was amazing.
Would recommend KYIP as a great product and the support is fantastic.
If i could give more than 5* i would
July 11, 2024
Unprompted review
Reply from keepyourhomeip
Dear Sharad,
Thank you so much for taking the time to provide this wonderful review.
We are thrilled to hear that you're happy with our product and support and that our support team was able to assist you with reconfiguring your router after your recent move. Sophia is indeed an amazing member of our team, and we're glad she was able to provide you with the help you needed.
We appreciate your kind words and recommendation. If you have any other questions or need further assistance, please don't hesitate to reach out to us.
Thank you for choosing KYHIP and for being our valued customer!
~ Maria
I like one on one help and…
I like one on one help and professionalism of a persons I talk to
June 25, 2024
Reply from keepyourhomeip
Dear Bart,
Thank you for sharing your appreciation for the one-on-one help and professionalism you've experienced with our team.
We take great pride in providing personalized support to each of our customers, and it's wonderful to hear that this approach has made a positive impact on your experience.
Your feedback is a testament to the hard work and dedication of our team, and we're grateful for your recognition of their efforts.
We look forward to continuing to serve you with the same level of excellence.
~ Maria
Works great
My boyfriend and I have been using it for two months in Costa Rica, and it does what it should do. Works great!
April 30, 2024
Unprompted review
Reply from keepyourhomeip
Dear Tanya,
Thank you so much for sharing your experience with our product during your stay in Costa Rica. We are glad to hear that it has been working great for you and your boyfriend.
Your endorsement means a lot to us, and we will continue to strive for excellence in our offerings.
Once again, thank you for your kind words and for being part of our community.
~ Maria
Don’t Purchase
I purchased this router on May 17, 2024, specifically for a trip to Germany, but unfortunately, I couldn’t test it until I arrived. Once in Germany, the product did not work at all. Despite following the user guide meticulously, I was unable to resolve the issue.
The situation worsened when I contacted support and spoke with a manager named Jan (or “Yan”). He was extremely hostile and aggressive, talking over me and not allowing me to explain the problem. The lack of professionalism was astounding, and I was unable to secure a refund.
Overall, I do not recommend this product. It’s difficult to use, and the customer support experience was horrendous. Save yourself the trouble and look for a more reliable option with better customer service.
***Responding to Jan’s reply:***
Jan, I appreciate your reply, but it seems there’s a misunderstanding about my main concern. My issue was not a failure to report problems; it was the product itself. Your website claims that the router is easy to use and hassle-free, yet my experience was the opposite. I had to spend 4 hours going through the user guide just to connect to the internet, which contradicts your marketing claims. In the end, I wasn’t able to connect to the internet.
Moreover, relying heavily on tech support for minor troubleshooting does not align with the “easy to use” promise. I purchased this product specifically because it was advertised as being user-friendly and hassle-free. However, it turned out to be quite difficult to use, and the experience was frustrating.
Regarding the refund, I couldn’t properly test the product until I was in Germany. It’s unreasonable to expect customers to fully assess a product’s functionality within 30 days if they need to use it in a different country. The refusal to refund based on this timeframe felt unfair.
Additionally, my interaction with you was disappointing. When I called, you were hostile, talked over me, and repeatedly mentioned the lack of an email and the 30-day policy. It felt like you were more interested in dismissing my concerns than addressing them.
Fortunately, my credit card company heard me out and agreed with my case. They refunded me the $548 because they found my situation to be justified. If anyone feels this company is being unfair and not honoring a refund, I recommend presenting your case to your credit card company. They may be more willing to listen and issue a refund if they find your case reasonable.
Overall, I had a terrible experience with both the product and customer support. For those seeking a genuinely hassle-free, easy-to-use router with supportive customer service, I cannot recommend this product.
July 4, 2024
Unprompted review
Reply from keepyourhomeip
Dear Pedro,
Thank you for reaching out to us regarding your recent experience with our product and customer service. We sincerely apologize for any inconvenience you have encountered.
Upon reviewing our records, we found no email from you reporting an issue with the product. Additionally, during our recent call, you confirmed that you did not send such an email. As a result, we were unable to assist you in resolving the issue at the time.
It is very important to note that it is not necessary to go overseas or to another country to test the setup. This can easily be tested from your own location, and we always recommend our customers to test the setup before their trips. The process when experiencing issues with the setup, or if you have any questions or potential problems, is to contact our support team at support@keepyourhomeip.com. Since you never contacted us to inform us about your issue, we were unable to assist in resolving it, although we would have been more than happy to help.
Furthermore, your request for a refund was made outside of our thirty-day money-back guarantee period. Consequently, we are unable to proceed with the refund at this time. However, as discussed during our call, we are more than willing to assist you in resolving any problems you are experiencing with the setup.
Please let us know how you would like to proceed, and we will do our best to provide the necessary support to ensure your satisfaction with our product.
Thank you for your understanding and cooperation.
~ Jan
Reply from keepyourhomeip
Dear Lindsay,
Appreciate your kind review!
~ Mark
It is extremely good product
It is extremely good product. The customer service is great too. I would recommend this product
June 3, 2024
Reply from keepyourhomeip
Dear Priya,
We are happy to hear about your experience with our product! If you ever need help, please do not hesitate to contact us at support.keepyourhomeip.com
~ Mark
Beware whatever problem you have will be costly !
Beware whatever problem you are experiencing be it speed issues with their VPN service or 3 click reconfiguration by their "engineers" will result in a billing of 50euro each time. No matter the package you have bought. We personally bought their most expensive routers at 500 euros which you can actually buy for 200euros on any other website, after 2 months of use the material or their VPN service doesnt seem to handle speed higher than 20mb second on upload while our ISP connection speedtest shows above 500mb/s upload speed. When we inquire about support, they wont help, except if you pay 50euro. Stay away.
June 7, 2024
Unprompted review
Reply from keepyourhomeip
Dear Slo,
Thank you for taking the time to provide feedback.
Your last email advised us that your speed was back to normal and that you will get back to us if you experience similar problem again. We have not heard back from you since.
Our records show that you have never purchased neither a single session nor a support plan. However, the price of a 3-month support plan is €35.97 and includes a one-on-one session with one of our technicians and unlimited email support.
You have only purchased a router package of your choice with a 1-month free support plan included.
Even though you requested a second setup session, which normally incurs a fee, we have provided you with one completely free of charge.
We offer a 30-day, no-questions-asked return policy. There was an opportunity for you too to return the product for a full refund if you were not fully satisfied.
Please note that we are not only selling routers. We are offering complete router packages, some of which are custom-made, that include a set-up session performed by one of our experienced technicians.
If you have any questions, concerns, or require assistance with your KYHIP router package, please don't hesitate to contact our dedicated Support Team directly.
~ The KYHIP Support Team
Totally recommended
I'm the type of person that doesn't give reviews but KYHIP is honestly worth the time and effort. The one-on-one tech support sessions are helpful and VPN service they provide is better than any other option on the market. Highly recommended.
May 15, 2024
Reply from keepyourhomeip
Dear Gabby,
Thank you for taking the time to share your experience with us.
We truly appreciate your feedback and are very happy to hear that our products and services are meeting and exceeding your expectations.
Your satisfaction is crucial to us, and we're glad to know that we're heading in the right direction.
We are always here to help with any questions or concerns.
Thank you for choosing KYHIP for your VPN needs!
~ Maria
Very good customer relations, fast respond and very good knowledge to set the system
Very good customer relations
April 20, 2024
Reply from keepyourhomeip
Dear Giovanni,
We are truly grateful for your kind words and positive feedback.
It is always a pleasure to hear that our customers have had an exceptional experience with our team members.
We're thrilled to learn that you're satisfied with the setup and appreciate the effort our team has put in to ensure your satisfaction.
Thank you for choosing KYHIP. We're honored to have you as a customer and look forward to continuing to provide you with excellent service.
~ Maria
Great customer service and knowledgable…
Great customer service and knowledgable experts.
May 1, 2024
Reply from keepyourhomeip
Thank you so much for taking the time to share your positive feedback with us.
Your satisfaction is our top priority, and we're glad to hear that we've met your expectations.
Thank you for choosing KYHIP for your VPN needs!
~ Maria
Agent was very helpful and…
Agent was very helpful and knowledgeable. He answered all my questions and concerns. Very professional and friendly
April 13, 2024
Reply from keepyourhomeip
Dear Marilyn,
Thank you so much for your kind feedback.
We at KYHIP are thrilled to learn that you had a positive experience with our staff member.
We are committed to ensuring that our customers are completely satisfied with our products and services. It is always a pleasure to hear that our efforts have been appreciated, as it validates the hard work and dedication of our team.
Thank you for choosing KYHIP!
~ Maria
Great customer service!
Rasha made my experience great! He was knowledgeable, patient, and extremely helpful. I haven't used the devices yet but that will be coming soon. I will be sure to update this thread.
April 30, 2024
Reply from keepyourhomeip
Dear Brian,
Thank you for taking the time to provide a review. Your feedback is very important to us.
We are very happy to hear that you had a great experience with our engineer during your setup session. Our team is dedicated to providing the highest level of customer service, and it is always gratifying to hear that our efforts are appreciated.
We hope that you will continue to have a positive experience with our devices, and we look forward to hearing from you once you start using them.
Thank you for choosing KYHIP!
~ Maria
Reply from keepyourhomeip
Dear James,
Thank you for your positive feedback.
We appreciate the trust you've placed in us and are committed to continuing to deliver outstanding service.
Thank you for being a valued customer of KYHIP. We're excited to continue serving you in the years to come.
~ Maria
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