The “Connected” status means the device sees an active VPN connection, but by itself it does not confirm that websites and apps can access the internet. Below is a safe sequence of checks, from the simplest to the more serious.

1. Determine the Scope of the Problem

Open two or three familiar websites and another app that requires internet access. If only one website or app does not work, the problem may be specific to it. If nothing loads, continue troubleshooting.

Do not change the server address, VPN type, DNS, proxy, or configuration fields at random. To reconnect, use only the settings or app specified in the instructions for your access.

2. Check the Internet Without the VPN

  1. Disconnect the VPN in the app or system settings.
  2. Open several websites again.
  3. Note the result.

If the internet does not work without the VPN either, restore the regular connection first. Restart the device, then switch from Wi-Fi to a mobile network or vice versa. On a computer, you can test another network, such as a mobile hotspot. Google recommends restarting and switching between Wi-Fi and mobile data as the first steps when troubleshooting internet issues on Android. Apple also recommends trying another network and, if necessary, restarting the device, modem, and router.

If other devices on the same network also have no internet access, the likely cause is the network or internet service provider. If the internet works without the VPN but disappears after connecting, proceed to the next steps.

3. Reconnect the VPN and Restart the Device

Disconnect the VPN completely, wait a few seconds, and connect again. If the result does not change, restart the device and reconnect using the current instructions.

If the problem occurs on only one network, test the VPN over another available network. The result is useful to support because it shows whether the error depends on a particular Wi-Fi network, mobile carrier, or the device itself.

4. Check Your Device Settings

iPhone and iPad

Disconnect the VPN in the app and check the internet without it. Apple notes that VPNs, firewalls, antivirus software, parental controls, and content blockers may affect the network connection. In the Settings app, you can search for “VPN,” “profile,” “firewall,” and “filter” to view related settings.

If the device was issued by an employer or educational institution, do not remove the profile or change managed settings yourself—contact the administrator.

Reset network settings only after completing the other checks. Apple’s path is: Settings → General → Transfer or Reset [Device] → Reset → Reset Network Settings. This removes saved Wi-Fi networks and passwords, cellular settings, VPN settings, and APN settings, so make sure you can configure the connection again before resetting.

Android

Open Settings → Network & internet → VPN. Section names differ on some devices; in that case, search for “VPN” in Settings. Disconnect the current connection and reconnect it.

If Always-on VPN is enabled for the profile, temporarily disable this setting for troubleshooting and check the regular internet connection. Google specifically notes that if an always-on VPN connection stops working, the notification remains until it reconnects; you can disable the mode in the relevant VPN profile’s settings. If the VPN is configured through a separate app, the system switch may be unavailable—use the app’s settings.

To test the underlying network, restart the phone and switch between Wi-Fi and mobile data. If the problem occurs only on your home network, restart the router according to the manufacturer’s instructions.

Windows

Open Settings → Network & internet → VPN, disconnect the connection, and reconnect it. In Windows 11, you can also run the network troubleshooter through the Get Help app. Restart the computer after troubleshooting.

Leave a network reset as the last step: Settings → Network & internet → Advanced network settings → Network reset. Microsoft warns that a reset removes network adapters and their settings; after restarting, you may need to reinstall or reconfigure the VPN client and other networking software.

5. When to Contact Support

If the internet works without the VPN but does not work with it on any network, prepare:

  • the device model and operating system version;
  • the VPN app name and version;
  • the exact error message;
  • the date and approximate time of the error;
  • the network type: Wi-Fi, mobile network, or cable;
  • the results of two checks: whether the internet works without the VPN and whether the VPN works over another network.

Do not send a password, full configuration file, private key, or access QR code in an ordinary message. Check screenshots for these details before sending them. Contact details are available on the support page.

Official Sources

Need help with the basic connection setup? See the instructions for iPhone, Android, and Windows. If you first need to understand apps and configuration formats, read “VPN Client: What It Is and How to Choose an App”.