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Consumer Products => Avast SecureLine VPN => Avast SecureLine VPN for Windows => Topic started by: REDACTED on May 06, 2015, 09:01:35 PM

Title: VPN license not being accepted
Post by: REDACTED on May 06, 2015, 09:01:35 PM
When I updated my free Avast last night - there was no vpn tab on there.

I downloaded the trial vpn this morning and tried to use my license - it came back with "your subscription has been cancelled" - I phoned customer support and they wanted to remote log on to my computer - bit fishy, but I let them in - the tech claimed it was problems with my windows7 and said they could fix it for $180 - I told the guy to get off the phone.

There is something amiss here and no way to resolve it - I have a two year subscription purchased in Dec 2014.

Has anybody else had this problem?
Title: Re: VPN license not being accepted
Post by: REDACTED on May 06, 2015, 09:46:35 PM
When I asked for a copy of my license to be sent to my email I got this response in the email:

"1. Please make sure you have installed Avast Pro Antivirus, Avast Internet Security, or Avast Premier on your computer."

Have they changed the conditions for the VPN - the paid subscription only works on the paid antivirus and Avast Internet Security??

Bogus   - I have submitted a ticket - no response saying I've submitted one yet.

I'll give it two days and then request a charge back on my credit card - I don't have time for this kind of aggravation.
Title: Re: VPN license not being accepted
Post by: Eddy on May 06, 2015, 11:16:09 PM
Have you already checked if VPN is installed ?
Control panel > software > avast > change
Title: Re: VPN license not being accepted
Post by: REDACTED on May 07, 2015, 02:35:14 AM
I just clicked on the license file again - this time it accepted the license...and now I have VPN. which is good, but bad from the point of view that something at Avast was not working right.

Grr..
Title: Re: VPN license not being accepted
Post by: Eddy on May 07, 2015, 04:21:03 PM
Ok, I admit it, my Gremlin escaped and got wet ;D
But serious, good to hear it is working now.
Don't be to hard on avast.
Nothing is perfect and a glitch can happen.  ;)
Title: Re: VPN license not being accepted
Post by: REDACTED on May 07, 2015, 06:11:35 PM
Quote from: Eddy on May 07, 2015, 04:21:03 PM
Ok, I admit it, my Gremlin escaped and got wet ;D
But serious, good to hear it is working now.
Don't be to hard on avast.
Nothing is perfect and a glitch can happen.  ;)

I wouldn't have been too hard on them Eddy if the support tech had not claimed the problem was at my end and wanted $180 to fix the issue - those guys need to be fired for trying to pull that kind of stunt - I'm guessing that Avast has outsourced their tech support to India or some place that a way.
Title: Re: VPN license not being accepted
Post by: Eddy on May 07, 2015, 07:08:06 PM
As has been explained many times it is indeed a third party company.
Real and good help from avast can be found on this webboard and through the ticket system.
Title: Re: VPN license not being accepted
Post by: Asyn on May 08, 2015, 07:22:27 AM
Quote from: thelamia on May 07, 2015, 06:11:35 PM
I wouldn't have been too hard on them Eddy if the support tech had not claimed the problem was at my end and wanted $180 to fix the issue - those guys need to be fired for trying to pull that kind of stunt - I'm guessing that Avast has outsourced their tech support to India or some place that a way.
Report your experience to Vojta Nekvapil: nekvapil[at]avast.com (3rd Party Support Manager)