My Private Network Reviews 

I have used my private network for a number of years now on and off as required. Most recently I have used the service continuously for the past year. Whenever I have a problem the technical support department have been superb in every way. They are easily contactable via email and respond surprisingly quickly. The advice and support given by them is second to none. It's obvious they are very knowledgeable in their field and most importantly for someone like myself who's IT skills are limited, they explain very simply what to do about a problem. I will continue to use this service feeling reassured that help is never far away and that means so much.

I am nearly 82 years old and whilst not a complete idiot I do find the complexities of computer usage quite challenging, but I thoroughly enjoy every minute muddling through to my hearts content knowing that I have a knight in shining armour to solve all my troubles.... Mr. Fix It. His name is Chris from My Private Network who can whiz through problems like a hot knife through butter with the utmost courtesy and, above all, patience.
Wthout doubt, if it were possible, he would be my candidate for New Year´s honours along with his colleagues at MPN. I don´t know how they do it but this firm is blessed with the most helpful people I have ever come across and I have met some in the course of my long life. Thank you Chris and thank you all.

Excellent help so performance with this software hasd improved immeasurably. The only slightly negative view from my side is that because of my great age, I'm not so good at chatting. Prefer voice as I find it easier and more satisfying. Possibly more time-consuming.

I would also add that they genuinely make you feel very welcome and really want you to get the best out of thge3 software. More companies such as MS would benefit from the benchmarks MPN apply.

Justin is my hero! I was unable to get MPN to install on my Vista laptop and we made the arrangement that he would take control and do the necessary. He reckoned it would take half an hour. Two and a half hours later, he managed it and never a complaint, nor did he once say, 'This is not going to work!' Unbelievable service. Second time I have had to call on My Private Network for help and they are great. Thanks, Justin!!

The best VPN service I have ever used. The people are friendly, helpful to the point of going out of their way to try and help and above all they are honest. What they say you will get you actually do get, no hype, no false promises. This is truly the best service I have ever experienced and would recommend them to anybody.

Well done.

I use this service intermittently when I'm abroad. I've always found them to be very helpful and responsive if any issues or questions have arisen. I would definitely recommend this VPN.

I have been with MPN for 7 years and can honestly say I have always had swift and courteous service if I needed any help . I would definitely recommend them to anyone who like me wasn't tech savvy .

They do exactly what they say with no fuss and no ads. They do not sell our data on and when I recently messed up payment they renewed the subscription so I could carry on using MPN while I sorted the problem out even though I owed them money. Now that's service.

My Private Network's customer service reps are amazing. They're always friendly, helpful and responsive to any questions.

Easy to install and operate. Many servers to choose from and excellent customer service experience.

As above, I've been informed there is nothing they can do about unblocking Netflix.

I had a problem with download speeds and contacted support. Irrespective of the time of day I got almost immediate responses that were focussed on the problem and offered a solution that was good. Very happy with the quality of the support.

After I changed my password, I had some I had some reconfiguration issues.

Ted checked the backend to make sure the issues were not there, and gave me some appropriate advice to get my configuration back on track!

My Private Network has provided consistently good service through the years of my subscription.

thanks

We have been with My Private Network for seven years now and have used their VPN services for our IM/SEO business. Whilst their customer service is friendly, there have been ongoing problems with the country location of where Google sees their UK IP's for around 18 months now.

Not only did we frequently find that the VPN's were disconnecting for no reason, but over the last 1-2 years, My Private Network have had serious issues with their UK IP's appearing to Google to be located in Dubai, UAE - in our experience anyway.

We have written to My Private Network on numerous occasions over this time and whilst we have had friendly replies, the problem goes on and on and on. Recently we tried their so called "UK" VPN service on three occasions and all three UK IP's were located in Dubai according to Google.

Anyone who has a gmail account will know that this type of issue can cause havoc with signing in to gmail accounts, if Google sees that your IP address is different to the norm. In fact, the other night we lost a very valuable gmail account under these circumstances.

If you use MPN's VPN service for accessing other UK web sites, you might not notice this problem, but if you use the UK VPN service for accessing any Google service, we have found that there are serious issues.

As an update to my complaint above, I was contacted by the MD of My Private Network, who admitted ""With hindsight, we should have done a better job and run the monitor more regularly".

And with that, he offered me a measly refund of just £9.00! That was the reward we got for putting up with these problems for 18 months and trying to be patient, while they sent us emails saying that they had dealt with the problem. He also told me:

"You are and have been well aware of the problems we have had with Google for over a year and a half and yet continued to use our service throughout. In the past month, you have used our service for several hours most days up to the 18th, including connecting to our services in Australia and the USA. My point in mentioning this is that until a few days a go you have made full use of our service."

That is a bit rich I have to say! That's the response we get for CUSTOMER LOYALTY! We stayed with My Private Network because we thought they would solve the problem and they certainly gave us the impression in their emails that they were dealing with the problem - separate clusters, server integrity monitoring etc etc.

To be fair, we did manage to use the service, but that was only after disconnecting and reconnecting the VPN - sometimes 3 or 4 times - to find a server, which Google actually recognised as being in the UK.

No-one should have to go through this hassle, just to connect to a VPN service. Not only this, but their service does not allow you chose an IP yourself. You have to take whatever the system gives you and then check in Google each time, to see if it recognises that your IP is in the UK or not!

Finally, if you are a business VPN user, the MD told me this:

"We provide a secure personal VPN service, the fact that you chose to operate your business via such a service is entirely your prerogative, but given the importance of your clients and your access to Google, did you not think that perhaps you should have purchased a dedicated IP service, or perhaps setup your own personal VPS/VPN server, to ensure that you had complete control over your exit points?"

I have to say that I couldn't find this advice anywhere on their web site or indeed when I first purchased the service 7 years ago or any time since!
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I have just read the response below from My Private Network and would like to add the following, which are just some of the many complaints we have made about the IP location issue. I feel that the MPN response implies that we were seeking to be some kind of special case, which we were not. These are just some of our many support tickets on this problem:

04/05/15 Hello, Here we go again.....VPN says we are in UK. Google thinks we are in USA. I have to say that I am getting fed up with this. It keeps on happening and it causes us hassle as we cannot get into our gmail/YT/Google accounts and then have to phone verify, which is also a hassle. If this carries on, we will have too look elsewhere. I did write that last time! I have been with you for years and recommended you to many people in my FB groups, but this problem is becoming irritating.

26/07/15 Hello, I've complained about this more times than I can remember and we will now be looking for an alternative VPN. You really need to get on top of this problem. Each time we sign into one of Google accounts and Google does not recognise the location, we are forced to go through the Spanish Inquisition to get access, including phone verification, changing passwords etc etc. It's very inconvenient. This is the latest IP, which Google thinks is in the USA, but is supposed to be in the UK. We have had other episodes before, where the IP appeared to be in Dubai, Norway etc etc.

2 months ago: Hello, Once again, I am writing to you to report that Google is reporting that my location is here when I am on a UK VPN. I do not want to recycle all the reasons why this is an inconvenience, but if it is not fixed once and for all, we will take our business elsewhere. We have reported it many times before and have had this problem on other occasions when we were too busy to report it. This issue causes us all kind of inconveniences, including phone verifications and lots more and we are sick and tired of it now.

One month ago: Hello, We're back again, with the same old problems.....It is beyond irritating now and I have to admit I am fed up writing about this...apart from inconvenience caused trying to access our Google accounts. Evidence herewith: It is clear to me that you have an ongoing issue with this. We have been reporting this for 1-2 years now and our patience is thin. I suggest you devise an app which checks the status of your IP's around the clock, to see where Google sees them....rather like I use a service to check if my web sites are up, every 15 minutes. I really do not understand why we should do this for you, which is why we have not reported the IP this time. We have done that each time for the last 1-2 years and now we are FED UP. Sort this out please for once and for all.

Recently: I have to say, I am now fed up to the teeth with your systems. I have lost count how many times we have complained about your defective IPs and we have had enough. Too many times, Google thinks your UK VPN is in Dubai or elsewhere and we have to go through lots of re-verification and we also lose access to certain sites, including sites that we use for membership and payment, because of wrong IP addresses. You gave us a "solution" last time, which clearly does not work. We suggested that employ your own monitoring service to check for defective IP's, but clearly that does not work either. This has happened many times since we closed the ticket and I could not be bothered to write AGAIN, so this is one last chance to fix it or we leave.

Those are just examples. As I am sure you can see, we were incredibly patient and gave My Private Network ample time to sort this problem out. By the way, all of this correspondence has been extracted from my support tickets on their web site. I have redacted the URL's of the screenshots of the IP's and other relevant material, that were included in my original support requests though.

Amongst all of the above, we did receive a response from the MD of My Private Network:

"I know my apologies must be beginning to sound rather hollow, but I am sorry none the less. When you last reported this a few weeks ago, we did pretty much what you suggested and set up a new cluster address containing only the servers that were not affected by this problem. At the same time we implemented a monitor that would notify us if a server developed the problem and this would allow us to remove the affected from the new cluster straight away. Clearly that failed. After you reported the problem again this morning, my techies looked into it and discovered that there was a fault in their monitor that meant it did not work correctly after a system reboot. Whilst we do not often reboot our servers, there was a critical security update last week that needed a reboot and this in turn caused the new monitor to fail. This fault has now been rectified. I do not offer this as an excuse, this is entirely our fault, I just thought it might help to be clear about the steps we took and where we went wrong. I will continue to monitor this situation and hopefully we can avoid this happening again."

Well of course it did happen again and again....leading up to this response a few days ago:

"Sorry, those servers must have been recently blocked, our monitor runs twice a daily, the last one was just after midnight and those three servers were all OK. I will remove them from the UKG cluster immediately."

"Hi, Just to confirm, those servers have now been removed from the UKG cluster. If you try again you should now get a UK server recognised by Google. I will also update our monitoring script so more regularly.

So on 22/04/16, we called it a day and are now with a new VPN provider, which charges us just $30 per year for a global VPN service, where we can pick and choose exactly which servers we use. We should have done this a long, long time ago."

And in spite of seven years of monthly payments and sticking with them for so long, all we were offered as compensation was £9.00 and we even had to ask for that!

In closing, after MPN closed my ticket on 22/04/16, they invited me to leave a review on Trustpilot:

"I would really appreciate it if you would take the time to review our service on TrustPilot."

So I did.

The guy was ready and available to assist at exactly the time that someone was slated to assist. Clearly knew his stuff as he was in and resolved the issue inside 10 minutes. Saved me what would have been hours of frustration and inevitable disappointment. I was really pleased with the professionalism and competence of Chris.

I was amazed by the speed of service given. I am a first time subscriber and the response to my query for activating the account was immediate.The account was activated without delay.
I am looking forward for a continued subscription hoping that the service will continue with this excellence.

What phenomenal customer service. Twice now I've needed support and I've been so amazed by the speed at which customer service get back to me. Incredible. Service like this doesn't exist anymore. Thank you MPN!

Thank-you MPN - once again excellent service . This is the third time over about 5 years that i have has to contact them - mainly from my mistakes. Cant fault them - shame they are not running the country !!!! Thank you Veronica for all your help
Alan

I've had service with My Private Network for about 5 years now and rarely have to contact them because the service works so well there isn't the need. However, I had to contact them recently (on a Sunday) because I was going to stream something for a party I was having and didn't realize that I would need the Global plan until the last minute. They got back to me right away, sent me an invoice for the difference and we were up and running for the party. They saved the day. I wish we could expect this level of service from everyone!! Thanks guys! Keep up the good work!

If every virtual web based service was as good as My Private Network, we would all be better served. Impressive service, going the extra mile!! Well done. I will keep your product just because of the service.