Connection issues

AVG VPN
11

Hi Alan,

We're glad to look into this & help you.
Sometimes, this might happen if the server (location) to which you're connected is under maintenance or unavailable.
In this regard, we'd suggest you to try connecting to different servers in Secure VPN to check if it helps.

17

Have unsubscribed so won't be renewing.

13

Still unresolved.

Logs have been collected but no response for 2 days.

Any update?

Alan

15

Hi Alan.
Unfortunately, we do not have any update from our higher technical team yet.
They will send you an email when there is a resolution. Appreciate your understanding.

16

Sorry guys but it's another …err…10 days and over 20 since the case was reported!!!

You cannot be serious that there has been no progress.

I have a renewal coming up soon.

Do not send me another holding email!!

Alan

1

This works fine on my phone but have issues on my laptop.

It takes a while to switch on and then e.g. I get this when trying to connect to google:

This site can’t be reached

www.google.com unexpectedly closed the connection.

As soon as I disable the VPN it connects ok. So unusable at the moment. It's set for optimal location (London).

Ideas/solution?

 



5

This isn't the experience we wanted you to have, Alan.

Our senior team has sent an email to connect to the remote session to perform set of troubleshooting steps to resolve your issue.

Please check the email and follow the instructions to start the remote session on the mentioned time.

If you haven't received the email, please write in this post to resend the email.

4

Have unsubscribed so won't be renewing.

9

We're sorry to know that, Alan. 
As this isn't the usual behavior of AVG Secure VPN, we may need to escalate this to the next level of support. They require few logs from your computer to analyze the issue. Hence, we've sent you an email including the steps to collect & upload logs to our server. Please follow those steps to upload.

3

Alan, let us reinstall AVG Secure VPN program and check the status.
An email instruction has been sent to you which will help to reinstall the program.
If the email is not found in inbox do check in spam and junk folders.

6

Still unresolved.

Logs have been collected but no response for 2 days.

Any update?

Alan

7

Alan, we understand that this is a disruption for you to follow up multiple times.
I'd like to inform that this issue is currently being handled by our level 3 technical team. They will be getting in touch with you at the earliest possible.
Appreciate your patience.

2

I apologies for the delay, Alan.

Our senior team is still in investigation regarding your issue.

I have increased the case priority to high, so I can assure that our team will contact you via email as soon as possible.

We appreciate your patience and understanding.

8

Is there any update on status?

Thanks

Alan

10

Balasubramanian,

Thanks. Re-installed. Exactly same problem.

Enable VPN, (takes about 30 seconds) -> No connectivity to e.g. Google, CNN etc.

Disable VPN (very quick) -> Connectivity works fine.

12

Dinesh

The prob occurs if location set to London (optimal) but also Paris so don't think server maintenance is the issue.

Alan

14

Is there any update on status?

Thanks

Alan