To help customers we have created this blog post that has links to other blog posts that can help you resolve most issues.

If after reading our blog posts you have support issues that cant be resolved please email support@vpn-router.co.uk

Nord VPN Routers.

If you are an older existing Nord VPN Customer you now need to be using your Nord VPN Service Credentails on your Nord VPN Router and not your normal Nord VPN username and password.

Please click on this link here to read how to solve this issue

https://vpn-router.co.uk/blogs/its-easy-to-get-connected/how-to-get-your-nord-vpn-service-credentials

If you have done this and still have an issue the next step is to change server by following your printed instructions.

Express VPN Routers

If You Are An Older Existing Express VPN Customer You Now Need To Be Using Your Express VPN Open VPN Credentails 

Please click on this link here to read how to solve this issue.

https://vpn-router.co.uk/blogs/its-easy-to-get-connected/how-to-get-your-express-vpn-openvpn-credentials

Express VPN Have Now Updated Their Encryption Cipher From AES-256-CBC to AES-256-GCM & You Will Need To Change This On The VPN Router.

If you contact us by email support@vpn-router.co.uk we can send you return instructions so we can do this for you. If your vpn router is still within its one year warranty we will do this free of charge. For out of warranty routers we do an out of warranty re-setup for £75. These services are only available if you are in the UK.

Full details of these services will be given by email reply so please email us if you require this service.

We sell two types of VPN Routers that work with Express VPN. 

Tomato routers and DD-WRT Routers.

Tomato Routers will need to be returned to us as they do not have the new encryption cipher.

We will flash a new version of tomato that has the required encryption cipher.

DD-WRT Routers do have the required encryption cipher and if you want you can change this yourself by simply selecting the correct cipher and changing it.

You can simply follow your printed instructions that were sent with your DD-WRT VPN Router.

Follow the "I will add my own details" section to get to the router page that will have the encryption cipher box. Where it says AES-256-CBC change it to the drop down selection that says AES-256-GCM and click save and then click apply. 

Assuming you have already changed to or you are already using the Express VPN Open VPN Credentials you will now be up and working again.

If Your VPN Router does not have the option to select AES-256-GCM it will need to be sent to us so we can update the firmware and again you will need to email us and we will reply with return details.

If you have done both the above and still have an issue the next step is to change server by following your printed instructions.

We can supply support to help you with this by email.

support@vpn-router.co.uk 

Please note if you have lost your printed instructions please email us and we can send these to you.

Please note we now have a new returns address so do not send anything to us until you receive an email authorising a return. This email will contain return instructions and the new returns address.