If you're struggling to connect to a VPN server, let's take a closer look at how to fix that 👇
Step 1: Confirm You're Online
Make sure you are connected to Pyramid Pi in WiFi Settings
Confirm that websites, such as Google, are loading and you have internet access.
Offline? If the red + green LED are both on the front of Pi, that suggests it's been turned off with VPN still on. So you should be able to open the app, tap VPN, tap 'Cancel' and choose a new server.
Step 2: Stuck on 'Connecting'?
If Pyramid gets stuck on 'Connecting' once you select a VPN region, then this typically means there's an issue establishing a connection
The most common reason for this is the firewall on your broadband router has a setting turned on that blocks VPN.
On Sky Broadband this is called Sky Shield:
Sign in to Sky Broadband Shield, using your Sky ID username and password.https://www.sky.com/myaccount/bb-and-talk
Select ‘Disable Shield’
Click ‘Save settings.’
It may take around 15 minutes before you can view previously blocked websites.
On Virgin it's called ChildSafe:
Child Safe is a DNS filter that will block VPN as well as 18+ content on Virgin Media, it may be enabled by default. Login the your VM online account and in the WebSafe settings disable Child Safe. "
Other routers or internet providers, such as Plusnet, TalkTalk etc, may have an equivalent firewall "feature" similar to ChildSafe or Sky Shield with a different name. We recommend checking your internet providers forum to see if you have a setting turned on that blocks VPN.
Step 3: Firewall Setting Fixed. Same Issue?
Try rebooting both your Pyramid Pi and your broadband router - your broadband router may take 15 minutes for changed settings to take effect. If the issue still continues, reach out below and we'll help you get it sorted.
Speak with us on Whatsapp or tap the chat button (bottom right of this page) or email help@pyramidwifi.com - we'll be happy to take a closer look at this issue and help you get up and running.