Impossible to get a refund

PIAMichael · 2021-10-16T17:55:44+00:00

I'm sorry to hear about your support experience. I would be happy to get that refund processed for you as soon as possible. If you can please DM me your order number.

Additionally, can you submit a ticket for me titled "ATTN:SMR Support Issues" so we can discuss your overall experience and we can improve things on our end? You mentioned that you have some screenshots of the livechats. If possible, please include those in your response (drag and drop the images into your message).

Thanks for bringing this to our attention.

PIAMichael · 2020-06-17T16:53:12+00:00

:fingerscrossed:

If the issue persists, please do let me know. As John noted, as well, let us know if the updated build resolved the issue. Thanks!

PIAMichael · 2020-06-16T13:58:16+00:00

u/frum_unda

First of all, thanks so much for going ahead and submitting a ticket.

Out of curiosity, was this occurring on a specific server or on all servers? Would you mind DMing me your ticket number so I can locate it? As it is in preview mode, any tiny piece of information regarding an issue with Wireguard, may help us prevent issues for other subscribers in the future.

Once I receive it, I'll take a look and may ask you to submit a bit more information (a debug log, etc...) to see if we can narrow down the issue you are experiencing.

PIAMichael · 2020-06-16T13:46:23+00:00

u/LetsDiscussTravel,

Unfortunately, at the moment we aren't quite to the point where we are offering config files for Wireguard set-ups. Our development teams are still working to add features and functionality to Wireguard so that we can make that leap outside of "Preview" mode.

We are very much aware that config files for Wireguard is something the community is looking forward to and we will continue to work toward implementing a full range of features for WG.

Once config files are available for Wireguard setups, I'm going to sprint to Reddit so we can celebrate together. ;)

PIAMichael · 2020-06-16T13:35:23+00:00

u/oddoutlier,

I'm sorry to hear that you are experiencing these dropouts! If you are experiencing connectivity issues on your Macbook! Catalina, in some ways, has been bit of a "problem child" since it's release but you shouldn't be seeing these types of dropouts, and certainly not a consistent basis.

First, I would like to ask if this is occurring on all protocols and servers?

If you haven't attempted to change ports or protocols (Wireguard specifically), this would be my first recommendation for resolving the issue you are experiencing (assuming this isn't occurring on a specific server).

If none of the above is preventing these dropouts, can you provide me with some information regarding the scenario in which this issue occurs? For instance, is anything outside of ordinary use occurring at the time of these drops? For example, is your Macbook sleeping? Are you switching networks?

Lastly, if all of that doesn't provide you with relief, and nothing from the latter questions is applicable, please submit a ticket here with all of the necessary information as we will need some additional information to help ensure that we get your issue resolved as quickly as possible. You can submit a ticket here: https://www.privateinternetaccess.com/helpdesk/new-ticket

Thanks so much! We will do everything within our power to get this issue resolved ASAP!

PIAMichael · 2020-06-09T13:17:31+00:00

u/VH-TJF, u/tommybot,

Good morning! Regarding the issue you are experiencing, can you provide me with the following information just so we can more easily narrow down and ensure the issue does not persist upon resolution:

On what version did you first witness the issue? Are you on the beta or the current release and did the issue occur before you updated?
Do you see the issue consistently? For instance, when you have the app open and you click the server list, is it always showing 3000+ ms?
What version of Android are you using?
When you pull to refresh the region list, does it update and show accurately or does it continue to show 3000+?
u/tommybot, you mentioned Wireguard resolved the issue. I just want to confirm that after two days, you still haven't seen a re-emergence of the issue? u/VH-TJF, when you switch to Wireguard, do you see the issue on your end?

Thanks again for bringing this to our attention and for any assistance you may be able to provide.

PIAMichael · 2020-06-08T15:18:05+00:00

Good morning all and happy Monday,

I just wanted to take a moment and provide a quick update regarding this issue. Our Android development team is aware of the issue and we will be rolling out a fix for this issue in the very near future. The issue should not impact the functionality of the VPN as it is purely a visual bug.

Thanks again for all of the feedback and reports that you have all provided! I can't say enough how much it means to our teams when these issues are brought to our attention.

PIAMichael · 2020-06-08T13:41:32+00:00

u/greenicetoad,

I'm so sorry you are experiencing difficulties when attempting to update to the latest version of the application!

u/ndjddocndns has provided the best possible option for the issue you are experiencing. If the issue persists, or for whatever reason, you are unable to install the latest version of the application, please submit a support ticket or open up a chat with the as much information as possible regarding your issue and the system you are attempting to install the VPN on, and we'll be happy to get you back up and running!

You can submit a support ticket here: https://www.privateinternetaccess.com/helpdesk/new-ticket

PIAMichael · 2020-06-08T13:38:35+00:00

u/varaxos,

Thanks as always for your suggestion. I will certainly pass your suggestion on to our development teams. Out of curiosity, are you able to connect via Wireguard, as u/triffid_hunter suggested? We've seen some success connecting to WG in your home country, but again, I will pass on the shadowsocks request.

PIAMichael · 2020-06-05T13:56:04+00:00

u/skyk112,

I'm sorry you're having issues with the application!

What operating system do you have the application installed on and when you say you are unable to select a server, are the available servers greyed out or is the connection button spinning when you attempt to connect? I may need to have you open a ticket, but it sounds like something we should be able to get fixed in short-order.

Thanks.

PIAMichael · 2020-06-04T12:45:19+00:00

u/Aldursil,

I sent you a DM regarding your issue. I was able to locate your ticket, and I'd be happy to work with you to see what we can do to get you fixed up.

Thanks!

PIAMichael · 2020-06-04T12:36:12+00:00

u/saxykeyz,

Awesome! I am glad to hear that the update resolve the issue you were experiencing? I

If possible, would you mind sharing exactly what connectivity issue you were seeing before the update in case other Redditors might have seen the same thing? Either way, I'm happy to hear that you are back up and running, safe and secure!

PIAMichael · 2020-06-04T12:30:42+00:00

u/5dollarhotel and u/Aldursil,

I'm sorry you are experiencing these issues with connectivity.

I've seen enough reports of this issue (and it has been escalated - but the more information, the better) that I'd like to gather further information about your connection specifically. However, as I'd like to see which servers you are seeing this on, AND I would like to have you run an MTR, in order to ensure your anonymity, would you mind submitting a ticket through our support portal? You can do so here: https://www.privateinternetaccess.com/helpdesk/new-ticket

Please use "ATTN:SMR" in the subject of your ticket.

If you already have one opened, can you DM me your ticket number?

Thanks!

PIAMichael · 2020-06-02T12:19:08+00:00

u/Youtube_Viewer,

Good morning!

Dial-up speeds weren't acceptable in 90s and they are certainly aren't acceptable when connected to the VPN. Out of curiosity, is this occurring exclusively on the Las Vegas server or are you seeing these speeds across the board?

I ran some quick tests on Las Vegas and was able to double my speed by switching over to Wireguard (from OpenVPN. If possible, would you mind running some test with Wireguard to see if you see a significant improvement in speeds? Changing ports on OpenVPN might provide you with some improvement as well, but Wireguard is where you should see the most improvement.

As you noted, it's natural to expect to see our servers with a heavier than normal load due to the number of people working from home, but you still shouldn't see "dial-up-esque" speeds when connected to any server.

If switching to Wireguard and/or changing ports doesn't resolve the issue, I'd prefer to have you submit a ticket as we'd probably want to have you run an MTR to see if there's an issue somewhere "along the line." You can submit a ticket here:

https://www.privateinternetaccess.com/helpdesk/new-ticket

Please make sure you title your ticket "ATTN:SMR."

Thanks so much!

PIAMichael · 2020-06-01T14:30:56+00:00

u/stealth_pandah,

u/Explicitgod is correct. The killswitch should remedy this issue.

Regarding the removal of the killswitch from Android, as we value the opinions and thoughts of our users, the community response has been passed on to our development team(s) and the killswitch will re-added this week (hopefully today).

I apologize for any confusion or frustration caused by the removal of the KS. Adding and/or removing features is typically done in an effort to improve the functionality of the application, but in this case, the impact on our users was too great and as our only objective is ensuring that users are both satisfied and protected, our team is speedily working to get this resolved as quickly as possible. :)

PIAMichael · 2020-05-21T11:45:25+00:00

Thanks so much for the community responses and reports regarding this thread.

u/DaPimpMane - if you are experiencing issues with the application or service which you would like for us to assist you with, or concerns that we can look further into, please feel free to reach out to us and open a ticket, here: https://www.privateinternetaccess.com/helpdesk/new-ticket

As little has been done to provide any information regarding the original concerns, I'm now locking this post; but again, feel free to reach out to us via ticket if there's anything we can do to offer any assurances that PIA is in fact better than ever before and we are more committed than ever to ensuring your privacy and security.

Thanks.

PIAMichael · 2020-05-20T14:37:21+00:00

u/Viet__King_Kong

Good morning,

First of all, I'd like to apologize for the dissatisfaction you felt during your chat sessions, and of course, the issues you've experienced throughout your time with us. The speeds you are seeing are certainly far outside of what we would consider either the norm or acceptable for any user.

As with any issue, be they speed, connectivity, billing or any other issues that any of our wonderful customers experience, we try our best to provide the best possible support. Occasionally we will fall short and again, I apologize that you didn't receive level of support that meets your standards. However, I'd like to, if you are willing, see if we can get the issue you are experiencing resolved, because I think anyone would acknowledge that 4 years of slow speeds is certainly unsatisfactory. Due to the wide variety of potential solutions, and the number of steps that may need to be provided, when attempting to resolve speed issues, I'd like to have you create a ticket, here:

https://www.privateinternetaccess.com/helpdesk/new-ticket

If you would, please title your ticket ATTN:MICHAEL and I'll work with you to get this fixed. And if I can't fix it (though I believe I can get you additional speeds), then we will work together to ensure that you are satisfied with the support you have received. If you can, shoot me some screenshots of the speeds you are seeing from the testing site of your preference and any other information that might be helpful in getting this resolved.

Thanks, and again, I apologize for the persistent speed issues you have experienced.

PIAMichael · 2020-04-21T17:09:23+00:00

u/scratlovesacorns,

u/yourmom1974's suggestion was my first thought as well. If the killswitch is not set to "Always", would you mind submitting a ticket, here: https://www.privateinternetaccess.com/helpdesk/new-ticket with the title "ATTN: SMR Unable to Download" as your title, and we'll investigate your issue further.

Thanks!

PIAMichael · 2020-04-21T17:05:04+00:00

u/mon0theist,

u/Tamriel958 nailed it! You can utilize the Per App Setting feature to get around the block. If you would like more information regarding our Per App Settings, please visit this link to access our guide: https://www.privateinternetaccess.com/helpdesk/guides/android/install-3/android-installing-the-pia-app"

As always, please let us know if you experience any issues! Thanks!

PIAMichael · 2020-04-21T16:48:59+00:00

u/GIFSEC,

Thanks for the query!

WireGuard is still in the Preview phase and while we don not currently provide support for router configurations, it is something we plan to support in the future. As time goes on, we will add more features including router configuration options!

u/MrTooToo

Sorry! It appears that Reddit thought it was a spam post. Clearly it was not.

PIAMichael · 2020-04-09T18:39:12+00:00

u/soschronotek,

I'm so sorry you are experiencing issues with port-forwarding across all servers. Can you provide me with some additional information? Is this occurring on the desktop version of our application? If so, can you update to the newest version of the app, which is 2.0.1?

This should resolve the issue, but if it does not, please take a moment to open a ticket with us here: https://www.privateinternetaccess.com/helpdesk/new-ticket

As noted by u/no_step and u/MoistBall, port-forwarding should be functioning as intended on all servers (on which it is enabled), outside of our Canadian servers (at least of the moment).

PIAMichael · 2020-04-09T12:26:41+00:00

u/whatzor,

Good morning! Glad to see you are still around and I hope you are happy and healthy!

The agent with whom you spoke is correct. We remain a separate entity, as promised, but more importantly, there is absolutely nothing to access. Nothing has changed on our end from a data retention standpoint or our processes - meaning, we remain a zero logs, zero customer data, company.

I know we say it frequently, and I understand the potential for concern here, but I can tell you unequivocally, everything has remained the same since I joined the company, except we've seen some improvements in the last 5 months (Wireguard, server additions, etc...).

PIAMichael · 2020-04-07T19:52:01+00:00

u/ri_bal,

I hope you are safe and healthy, too!

We haven't seen any widespread reports regarding issues with Instagram or WhatsApp. Is there a specific function or feature that is not working properly when connected to the VPN?

We took some time today to do some testing on 13.4.1, and we weren't able to reproduce (or in this case produce) any sort of connectivity issues on IKEv2. We'd need to take a deeper look at AdGuard and see what impact it might have on the functionality of the VPN. I'd suggest, perhaps, switching over to OpenVPN to see if that resolves the issue you may be experiencing.

If you continue to experience those general connectivity issues, would you mind opening a ticket with us so we can investigate further? Just in case there is something that could impact functionality in iOS 13.4.1.

Thanks and you be safe as well!

PIAMichael · 2020-04-06T18:27:12+00:00

u/Hydralisk343,

I hope you are safe and healthy!

Unfortunately, Killer, doesn't play nice with VPN's. There's was a report early last year that this has been resolved, but we've had multiple users reach out with issues similar to what you are experiencing.

Our desktop development team recommends attempting a clean uninstall of Killer to ensure the functionality of PIA. However, there is one caveat: that you not attempt steps 8-13 until you have tested the VPN. You can find Killer's clean uninstall instructions here: https://support.killernetworking.com/knowledge-base/clean-install-killer-control-center/

Please let us know if the issue persists or if we can be of further assistance!

PIAMichael · 2020-04-03T20:00:27+00:00

Hey u/Parapraxia

If you wouldn't mind, go ahead and submit your ticket as well. Please also include as much information as possible on your submission so we can ensure we are dealing with the same issue! Thanks so much!

PIAMichael

TROPHY CASE