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VPN disconnect

  • 7 replies
  • 2 have this problem
  • 26 views
  • Last reply by MagsMoz

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My VPN interrupts the internet seconds after I connect. I do NOT understand the process of copying the VPN logs and pasting it into the tiket. Can you explain it better?

Other thing. When I intent to sign on on my account Do not allow me to enter. Last time they asking me for code sent to durani70... but never received. Then I found it was send to the email that I removed. What´s going on? But please the VPN is important to me. If I can solve the problem I will cancel it.

My VPN interrupts the internet seconds after I connect. I do NOT understand the process of copying the VPN logs and pasting it into the tiket. Can you explain it better? Other thing. When I intent to sign on on my account Do not allow me to enter. Last time they asking me for code sent to durani70... but never received. Then I found it was send to the email that I removed. What´s going on? But please the VPN is important to me. If I can solve the problem I will cancel it.

All Replies (7)

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Hello!

Thank you for reaching out,

If you are using a Windows10 computer and you are losing internet connection when the VPN is On, make sure your Windows Firewall is allowing the VPN through;

1.) In the Windows Start Menu Search Bar, type "Allow an app through Windows Firewall" and click on the primary result. This should open a window that looks like this:

2.) Click on the Change Settings button and then the Allow Another App button towards the bottom. This will open another window for you to select the app you would like to add. Click the browse button. Now navigate to the VPN by going through the following path: This PC > Windows (C:) > Program Files > Mozilla > Mozilla VPN > MozillaVPN.exe. Double click on this last file (MozillaVPN.exe). You'll now be returned to the initial "Add an app" box and should should the VPN listed.

3.) Click the "Add" button. You'll be returned to the main control panel window with all of your allowed apps listed. Ensure the MozillaVPN has both the Private and Public boxes next to it check marked and click "Okay" at the bottom.

4.) Restart your system.

If your issue persists, please send us a support request for this issue through the Get Help option found within the Settings of the VPN client. This way we will be able to further assist you with the resolution of this problem.

Regards,

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I did everything, but the problem persists. If there is other solution, please, contact me. Thank you.

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Hello,

Thank you for following up,

Try signing out of the Mozilla VPN (you can do this by going to the gear icon on the top right of the application, then scrolling down to "Sign out"), uninstalling it, re-downloading it, and reinstalling it. The sign out is an important part of the process due to deleting some files that otherwise don't get purged. This usually resolves these kinds of connection issues.

I hope this helps,

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Please cancel my VPN account. I am not using it because it does not work.I am tired of this. Thank you

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Mine not only disconnects the internet on startup, but it will come back on for a few minutes then disconnects again. WTH

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I am supposed to understand Pampaw's complaint as a solution? Please. This is not a game! Don't charge my credit card anymore. I want to cancel.

Thank you.
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Hi there,

You can cancel your subscription at any time. Canceling your VPN subscription will turn off auto-renew and the VPN will stop working when your subscription period ends. It will not delete your Firefox Account. If you need help on how to do this, you can check out this article: https://support.mozilla.org/en-US/kb/how-do-i-cancel-my-subscription-mozilla-vpn#firefox-private-network-vpn::

If you need a refund and want to cancel, please contact the Mozilla VPn support team via the app as we need an email address to process a refund. https://support.mozilla.org/en-US/kb/how-do-i-request-refund-mozilla-vpn