WHAT ARE THE REQUIREMENTS TO USE CHINANETSPEED?
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.
CAN I CANCEL MY EXISTING SUBSCRIPTION TO OTHER NETWORK SERVICES?
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.
WHICH INTERNET PROVIDER SHOULD I USE?
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
WHAT ENCRYPTION DOES CHINANETSPEED USE?
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
WHAT IP ADDRESS/GEOLOCATION DOES CHINANETSPEED PROVIDE?
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
CAN I USE CHINANETSPEED AT MY BUSINESS OFFICE?
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!
CAN I USE CHINANETSPEED AT MY DORM/HOTEL ROOM?
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
WHAT HAPPENS WHEN I GO OVER MY DATA LIMIT?
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.
CAN I USE P2P/TORRENTS WITH YOUR SERVICE?
P2P/Torrents are NOT recommended when using Chinanetspeed. Instead, you'll get better performance and speeds when using your regular China-only internet connection
HOW CAN I MANAGE MY ACCOUNT, VIEW PLANS, OR UPGRADE?
You can find everything you need for your account by logging in here. Need more help? Reach out to us on Wechat ID: Chinanetspeed
DOES CHINANETSPEED GIVE FAPIAOS OR RECEIPTS?
Receipts are available for download on your account page. Chinanetspeed does not provide fapiaos at this time.
CAN I PAY BY WECHAT OR ALIPAY?
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.
I AM GOING ON VACATION! CAN I PUT MY PLAN ON HOLD?
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.
WHAT IS AN EQUIPMENT DEPOSIT?
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.
WHAT IS YOUR REFUND POLICY?
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.
HOW LONG DOES DELIVERY TAKE?
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.
WHERE ARE THE INSTRUCTIONS?
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.
CAN YOU SEND SOMEONE TO MY HOME TO INSTALL?
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!
I CONNECTED, BUT NOTHING IS WORKING
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
LOCAL WEBSITES WORK, BUT NOT OVERSEAS WEBSITES
Check your DNS settings and remove any custom DNS entries (188.8.131.52, etc).
On Mac, click on the wireless symbol, and select "OPEN NETWORK PREFERENCES", "ADVANCED", "DNS".
On windows, follow these directions.
UNABLE TO LOAD SITES
Connect using the CHINANETSPEED wifi
NO OVERSEAS ACCESS
Restart ISP modem to reassign your IP address
DEVICE NOT WORKING
Restart phone/laptop to clear routing data cache
Short disruptions are normal. Contact support if greater than 5minutes
Send speedtest screenshot to support
SCENARIO 1: I CANNOT LOAD ANY WEBSITES
Connect to the backup diagnostic wifi - login details are found on your account page
If Chinanetspeed wifi is working, but not your own wifi router, then the problem is likely one of the following:
1. USB ethernet adapter - try changing the USB port
2. Ethernet cable - try switching cables if you have a spare
3. Wifi router - try restarting the wifi router
*Please note that the built-in wifi is NOT intended for long-term use. The maximum speed is significantly slower (30Mbps vs. 200Mbps), and the wifi range is known to be both underpowered and have stability issues requiring frequent device restarts.
SCENARIO 2: LOCAL WEBSITES WORK, BUT NOT OVERSEAS WEBSITES
It may sound confusing, but local internet is not usually a good indicator of overseas internet routing. The best comparison is similar to toll road traffic - Users in Shanghai may be familiar with Yan'an Elevated Road, where an accident may occur on the elevated highway causing a significant traffic jam, while on the local road underneath, traffic is moving freely!
The solution is still the same - restart your ISP modem. This will assign a new IP address to your account, which will have entirely different routing characteristics.
SCENARIO 3: MY PHONE WORKS, BUT NOT ON OTHER DEVICES
Restart your PC/Phone/Tablet. Most modern devices have strong caching systems that remember or "store" routing information. This makes things more difficult in China, where users may switch between networks often (e.g. work, home, VPN, etc). Restarting the device completely helps clear out this expired routing cache.
SCENARIO 4: I AM EXPERIENCING BRIEF CONNECTION DROPS
Keep calm and remember that our service includes a “self-healing” feature that automatically detects and updates your routing. There may be short disruptions - this is normal. Please contact us on Wechat ID: Chinanetspeed if you still cannot access the Internet after five minutes
SCENARIO 5: I AM EXPERIENCING SLOW SPEEDS
Please run a speedtest at www.speedtest.net, making sure to select CHANGE SERVER. While any overseas server can be used to test your speeds, we recommend "Hong Kong- STC". Please send a screenshot to our support team via Wechat ID: Chinanetspeed for further assistance.
WHAT ARE YOUR SUPPORT HOURS?
Our technical support agents are available during normal business hours 9am-5pm and we typically respond within the hour. We also provide limited after-hours support until 10pm, as we've seen most issues tend to arise in the evenings. Please expect a delayed response- We do our best to get back to you as quickly as possible!
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