We've grouped together some of the most common questions about Online Safe so it's easier to find the information you need.
The basics of Online Safe and getting everything ready before you travel.
A VPN, or Virtual Private Network, creates an encrypted connection between your device and a VPN service. This helps protect information travelling across the network you're using and provides an additional layer of privacy while you're online.
When travelling, you may regularly use Wi-Fi networks in hotels, airports, cafés and holiday accommodation. These are networks you don't own or control.
Online Safe provides an encrypted VPN connection, giving you an additional layer of protection when using these shared connections.
Once connected, internet traffic from your device is sent through an encrypted connection to the Online Safe VPN service before continuing to the internet.
You can then continue using your device normally while the VPN connection remains active.
Online Safe can be particularly useful when you're away from home and connecting through a shared or public internet connection, such as at an airport, hotel, café or holiday rental.
Yes. We recommend setting up Online Safe before you leave. This gives you time to make sure everything is working correctly and means you're ready to connect when you arrive at your destination.
If you need help setting up, get in touch before you travel.
Online Safe can be used with compatible computers, phones and tablets. You can install the service on more than one compatible device and use whichever device you need at the time.
Yes. You can install Online Safe on more than one compatible device, such as your phone, tablet or computer.
Each package includes one personal user account, so only one device can be connected to Online Safe at a time.
Yes. Online Safe is designed to be straightforward to set up, but if you need assistance our UK-based support is available to help.
We recommend getting everything set up before travelling whenever possible.
Connecting, disconnecting and using your VPN while you're away from home.
The VPN software on your device will show when a connection has been successfully established. Once connected, your internet traffic will use the Online Safe VPN connection until you disconnect it.
No. You can connect when you want to use the VPN and disconnect when you no longer need it.
When travelling, it can be particularly useful when using shared or public internet connections.
Yes. While your Online Safe package is active, you can disconnect and reconnect whenever you need to use your VPN again.
When Online Safe is connected, internet traffic from your device is routed through an encrypted connection to the VPN service before continuing to the internet.
When you disconnect the VPN, your device returns to using its normal internet connection.
Yes. Online Safe doesn't provide the underlying internet connection itself.
You first need to be connected to Wi-Fi, mobile data or another internet connection. Online Safe then establishes the VPN connection over it.
Online Safe requires a working internet connection. Some networks may have their own restrictions or configurations that can affect VPN connections, so we can't guarantee that every network will allow a VPN connection.
If you experience a problem, our support team can help you troubleshoot it.
Using a VPN can affect connection speed because your internet traffic is being encrypted and routed through the VPN service.
The speed you experience can also depend on the internet connection you're using, your device, location and general network conditions.
Yes. Once the VPN connection is established, you can continue using your device normally. Your internet traffic will continue through the VPN until you disconnect it.
Clear information about what a VPN can help with — and what it doesn't do.
No. A VPN can improve your privacy, but it does not make you completely anonymous online.
Websites, applications and other services may still be able to identify you in other ways, particularly when you're signed into an account.
No. A VPN and antivirus software perform different jobs.
Online Safe helps protect your internet connection; it does not replace antivirus software, secure passwords, software updates or sensible online security practices.
No. No VPN can protect you against every online threat.
Online Safe adds an encrypted layer to your internet connection, but you should still take normal precautions when browsing, opening emails, downloading files or entering personal information online.
Online Safe provides access to the TV on Holiday VPN service for the duration of your active package or subscription.
It does not currently provide your broadband, mobile data or Wi-Fi connection.
No. TV on Holiday provides the VPN connection. We don't own, operate or control third-party websites, applications or online services.
Their availability, content and terms are determined by their respective providers.
Yes. Online Safe should be used lawfully and in accordance with our Terms & Conditions.
You're also responsible for complying with the terms that apply to any third-party websites, applications or services you choose to use.
Yes. Some websites, applications and online services may restrict or block VPN connections.
TV on Holiday doesn't control the policies or technical systems of third-party services and therefore can't guarantee that every website or application will operate while a VPN is connected.
Information about your package, renewals, cancellations and getting help.
You can choose from 1 Week, 1 Month, 6 Months or 1 Year. Your Online Safe service remains active for the full period included with the package you purchase.
If you choose a recurring Online Safe subscription, it will renew at the interval shown when you order until the subscription is cancelled.
If you choose a One-Off Payment, there is no automatic renewal.
If you wish to cancel a recurring subscription, please follow the cancellation instructions provided with your account or contact us for assistance.
We'll make the exact cancellation process clear before you subscribe.
Our refund and cancellation conditions are set out in our Terms & Conditions .
We recommend reviewing these before purchasing so you're clear about the terms that apply to your package.
First make sure your device has a working internet connection.
If Online Safe still won't connect, get in touch and we'll be happy to help you troubleshoot the problem.
You can contact us through the TV on Holiday website whenever you need help with your account, setup or VPN connection.
Our UK-based support is here to help.