Frequently Asked Questions

Please find a list of frequently asked questions below. If you have a question that isn't answered, please contact our sales team.


We have created a number of guides based on the most popular devices and browsers available here:

  • iPad - VPN  -  (For the older OpenVPN app, please follow this guide)
  • iPhone - VPN  -  (For the older OpenVPN app, please follow this guide)
  • Android - VPN  -  (For some older versions of Android you may need to follow this guide)
  • macOS High Sierra - OpenVPN
  • Chrome - Proxy
  • Internet Explorer - Proxy
  • Firefox - Proxy

We have created a number of further guides that you have full access to via your Client Control Panel. If you need any further help, please do contact us.

We have created a number of further guides that you have full access to via your Client Control Panel. If you need any further help, please do contact us.

You can check you are connected to TV When Away once you have configured your device (Via the VPN, Proxy or Smart DNS) at Am I Connected.

The speed of your connection depends on your location and traffic on the internet. Our servers are based in the UK, and the connection speed you get can only be as fast as the slowest connection on route, so roadblocks and peak times may slow down your connection. However these issues are usually temporary, and can change a bit like the weather.

Our subscribers generally find that downloading video content, listening to Radio and using VOIP services such as Skype, all work well even with slower connection speeds. It is only video streaming that can be difficult in certain locations, usually at peak times.

We do everything possible to ensure our servers are running well within capacity, and bring new servers online whenever they are required.

A recommended speed of 2Mbps is suggested for use with our service.

We provide a VPN, Proxy and Smart DNS service to all customers for the same low cost charge. For the majority of cases the VPN route is easiest as it requires no technical knowledge. However the VPN doesn't always work on certain devices so we also provide access to the Proxy and Smart DNS which should work on all devices.
If you are unsure which service is best for you please contact us to check.

It depends on which cables you require but http://www.pc-tv-connect.co.uk/ have all the solutions. A basic cable kit can also be bought from http://www.tvcables.co.uk/cgi-bin/tvcables/PCTOTV4.html and once you're connected the quality of the picture is exactly like your TV at home.


No we don't - sorry. We will however provide a refund if you have any issues with the service, or change your mind in the first few weeks.

Sometimes people have problems using Paypal because they haven't verified certain information on their personal Paypal accounts, such as bank details or a full postal address. Make sure that you have completed all the verifications required by Paypal and you have funds available before subscribing to TV When Away.

No the performance of your existing connection in unaffected. In fact it maybe enhanced if you are accessing data from our UK servers, as many countries filter content, which can have an adverse impact. We have no bandwidth/time restriction however, do reserve the right to introduce one if the service is abused.

We are using fault tolerant rack mounted cloud based servers provided by Cloud Next in the UK. Their SLA with us is to provide 99.9% uptime and unlimited bandwidth which we in turn we pass on to our subscribers.

Your Account

Contact us at any time to request cancellation of your account.

If you're unhappy with this service for any reason, please contact us describing the problem, the device you are connecting from and whether you are connecting via the VPN, Proxy or Smart DNS and we will do our best to help resolve this. If you are still unhappy we will gladly refund your last payment.