FREQUENTLY ASKED QUESTIONS

We keep it simple. All you need is an active ethernet connection and a personal wifi router. Seriously, that's it! For optimum performance, both ethernet and wifi router should be capable of supporting up to 200Mbps

Why a personal wifi router? We take care of all routing rules, but we need a wifi router to broadcast our signal wirelessly. The ISP modem that is commonly issued in China includes wireless capabilities, but will NOT work to broadcast our signal. We also include a backup wifi intended for diagnostic purposes that can be used in short-term if a personal wifi router is not immediately available.

While saving cash is always a great idea, we do NOT recommend cancelling or disconnecting any services during your 30-day home trial. We do require an underlying internet connection for our acceleration service to function, so make sure to keep your subscription to China Telecom/Mobile/Unicom.

For outside the home, please note that our acceleration service works only within the boundaries of your home wifi network. Chinanetspeed does NOT work outside the home.

Chinanetspeed is compatible with any home internet connection. However, we've seen the best results from those with China Telecom. Apart from that, China Unicom is acceptable, while we recommend avoiding China Mobile altogether

We take data privacy seriously - We will never log website data, DNS queries, or anything that could be used to identify you. See our Terms and Conditions for more detail

ChaCha 20 for symmetric encryption and Poly1305 for authentication, which are the same protocols adopted by Google's Chrome browser. Learn more on Google's security blog here

Because we are an acceleration service, our IP address and servers are constantly updating in the background to optimize your connection. If you require specific geo-location, many of our clients use a separate networking tool (e.g. VPN) to change geo-locations, but please note that you'll lose a great deal of speed once off the Chinanetspeed network

Yes, but with limitations. While many of our users purchase a second subscription for office use, please note that Chinanetspeed formally supports residential use ONLY. At this time, we are unable to offer the customer support required for a multi-user office environment. Keep an eye out fo updates in the future!

Sorry, students and travelers, but not yet. We require an unfiltered direct connection to the internet. Many universities and dorms use proprietary software to manage their networks (e.g. enter userID or password to access internet), which acts as a barrier for our network acceleration protocols

It's not the end of the world, but if you're a BOOST LITE user, you'll have your speed reduced or "throttled". Meaning basic email and webpages will still load, but rich media formats - video, music, etc - will be significantly impacted. Don't worry though, this applies to overseas connections only - domestic speeds will not be affected. To restore speeds, purchase a 100GB data pack or upgrade to an unlimited plan.

BOOST UNLIMITED users who go beyond "fair usage" data consumption will also have their speeds reduced or throttled until their monthly renewal date occurs. Please contact support for more details beyond fair usage limits.

P2P/Torrents are NOT recommended when using Chinanetspeed. Instead, you'll get better performance and speeds when using your regular China-only internet connection

You can find everything you need for your account by logging in here. Need more help? Reach out to us on Wechat ID: Chinanetspeed

Receipts are available for download on your account page. Chinanetspeed does not provide fapiaos at this time.

Due to government regulations, foreigners with local bank accounts are prohibited from using Wechat or Alipay for online purchases. The best option for foreigners is credit card or paypal. If you must pay by Wechat, contact our support team for further assistance.

Sure! Just let us know when you get back and we'll credit your account for any days where your service was not in use. Please note that we can only credit trips longer than five days, up to twenty days maximum per year.

Our service works a bit differently that others you may have previously used in China - We are a hardware-based service, meaning we ship you a device that works to accelerate your entire home - Phones, PCs, internet TV, gaming, anything that needs internet.

Our equipment is provided free-of-charge, but some folks may forget to return our hardware when leaving China. Instead, we charge a one-time fully refundable equipment deposit - just send back to us for a full refund of your deposit!

Deposit refunds are generally processed within ten business days, and are made to the original form of payment used for purchase.

You may cancel your account with a full refund within 30 days of your initial purchase (“Money Back Guarantee”).

Refunds beyond the 30-day purchase window will be considered, at the sole discretion of Chinanetspeed, if a Subscriber can demonstrate that the Service was not available or usable during the subscription period and that reasonable attempts were made to contact Chinanetspeed to resolve the issue. In this case, Chinanetspeed may provide the Subscriber with a pro-rata refund of service fees paid during the period when the Service was not available or usable.

Refunds are generally processed within seven (7) days, and are made to the original form of payment used for purchase.

Most orders are shipped within 2-3 business days after payment is received (Monday-Friday). We ship using SF Express - you’ll receive a tracking number in your confirmation email or you can find it any time on your account page.

Instructions can be found on the back of your web accelerator. If not found, please refer to our online instructions here. As always, you can reach us on WeChat ID: Chinanetspeed if you need more help.

That won't be necessary! Our technology is plug and play - Connect two wires, add power, and enjoy faster internet. Things really can be simple!

Don't panic! We'll get you on track. Just take a photo of your wiring, focusing on rear ports, and send to our agents via Wechat ID: Chinanetspeed. We can run remote diagnostics to confirm connectivity, and guide you through the backup installation process. Online instructions can be found here

Check your DNS settings and remove any custom DNS entries (8.8.8.8, etc).

On Mac, click on the wireless symbol, and select "OPEN NETWORK PREFERENCES", "ADVANCED", "DNS".

On windows, follow these directions.