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Consumer Products => Avast SecureLine VPN => Avast SecureLine VPN for Windows => Topic started by: REDACTED on June 12, 2015, 04:01:18 PM

Title: Does not connect to required server
Post by: REDACTED on June 12, 2015, 04:01:18 PM: Hi,

I try to connect to Warsaw but it connects to Frankfurt. Same with London and Madrid, it connects to Frankfurt.

Avast Antivirus Free 2015
Title: Re: Does not connect to required server
Post by: schmidthouse on June 12, 2015, 06:09:30 PM: Could be issues with that particular server at this time.
Title: Re: Does not connect to required server
Post by: REDACTED on June 13, 2015, 03:45:22 AM: 3 of them go to the same Frankfurt ?

I need to have the connection to Warsaw.
Title: Re: Does not connect to required server
Post by: REDACTED on June 13, 2015, 08:25:35 AM: Yes I also need to connect to London and it only goes to Frankfurt for the past 24 hours now. Does anyone know if this has stopped now. Just when I sign up to the annual contract they close London :-[
Title: Re: Does not connect to required server
Post by: REDACTED on June 13, 2015, 09:58:20 AM: I just tested all the server connections - 07:00 - 07:30 GMT / 13.06.2015

Using: whatismyipaddress. com

The servers which seem to have problems are listed below:

Requested:     Connects to:

Hong Kong      Singapore
London         Frankfurt
Montreal        Kansas
Seoul         Timed Out
Warsaw         Frankfurt

~ Chris ~
Title: Re: Does not connect to required server
Post by: REDACTED on June 13, 2015, 10:51:07 AM: Hi All ye s I am getting Frankfurt when it should be a UK IP and am in Cyprus.
Title: Re: Does not connect to required server
Post by: REDACTED on June 14, 2015, 10:28:18 AM: Looks like London is working again this morning :)

~ chris ~
Title: Re: Does not connect to required server
Post by: schmidthouse on June 14, 2015, 04:45:04 PM: Quote from: cjjflash on June 14, 2015, 10:28:18 AM
Looks like London is working again this morning :)

~ chris ~

Like I suggested, could be Server Issues. 8)
Title: Re: Does not connect to required server
Post by: REDACTED on June 17, 2015, 07:05:22 AM: Well maybe it was working but this morning London is now Frankfurt again so no UK TV again
Title: Re: Does not connect to required server
Post by: REDACTED on June 17, 2015, 08:35:03 AM: Déjà Vu anybody ?
Title: Re: Does not connect to required server
Post by: REDACTED on June 17, 2015, 08:06:36 PM: Warsaw server does not work since day 1. This is the main reason I use secure line. I want to have polish IP address.
Title: Re: Does not connect to required server
Post by: REDACTED on June 18, 2015, 03:49:30 PM: 2 days ago, my AvastSecureline started mis-routing me (to Frankfurt when I requested London).
I contacted Avast support who refused to accept it's a server error; he hooked up to my machine,
showed me my Windows Error log, and told me it will cost me GBP 79.99 for them to fix the multiple
problems on my machine - in order for their server to connect me to the correct country?
It's now apparent that this is a known problem, so the "support" offered is very disappointing.
This was not the response I'd expected - have I chosen the wrong supplier?
I've pre-paid for a year of Avast Secureline, but it looks like I'll have to write that off.
Avast have no presence in the UK so I have no redress.
Title: Re: Does not connect to required server
Post by: Asyn on June 18, 2015, 04:32:09 PM: Quote from: les.horrocks on June 18, 2015, 03:49:30 PM
I contacted Avast support who refused to accept it's a server error; he hooked up to my machine,
showed me my Windows Error log, and told me it will cost me GBP 79.99 for them to fix the multiple
problems on my machine - in order for their server to connect me to the correct country?
It's now apparent that this is a known problem, so the "support" offered is very disappointing.
Report your experience to Vojta Nekvapil: nekvapil[at]avast.com (3rd Party Support Manager)
Title: Re: Does not connect to required server
Post by: REDACTED on June 18, 2015, 04:34:10 PM: Dear Avast Support,
I have been having this issue for 3 days, when I connect to the London, United Kingdom option, in reality my IP address is connected to a server in Germany.

Please advise how this can be fixed.

thank you
best regards
Modify message
Title: Re: Does not connect to required server
Post by: Asyn on June 18, 2015, 04:38:14 PM: Submit a ticket: https://support.avast.com/Tickets/Submit
Title: Re: Does not connect to required server
Post by: REDACTED on June 18, 2015, 04:56:12 PM: Thanks Asyn, for both your replies; a far more useful response than
I got after my 38 minute phone call this morning!

Submit a ticket: https://support.avast.com/Tickets/Submit
[/quote]
Title: Re: Does not connect to required server
Post by: Asyn on June 18, 2015, 05:00:08 PM: Quote from: les.horrocks on June 18, 2015, 04:56:12 PM
Thanks Asyn, for both your replies; a far more useful response than
I got after my 38 minute phone call this morning!
You're welcome.
Title: Re: Does not connect to required server
Post by: schmidthouse on June 18, 2015, 05:59:06 PM: I personally have not experienced this behavior in Western Canada but would be interested in and appreciate an official response as to why users are experiencing this 'common issue'
Title: Re: Does not connect to required server
Post by: REDACTED on June 19, 2015, 08:54:02 AM: I haven't been able to connect to London since the 17th - Avast VPN tells me that I'm connected to London whereas, when I verify my IP, I find that I've actually been redirected to a German IP. I've submitted a ticket too.

Is anybody able to get a verified connection to London ?
Title: Re: Does not connect to required server
Post by: REDACTED on June 19, 2015, 07:35:05 PM: From the 9th June until to-day, the server in London has been unavailable for 6 days !

I can imagine that the London IP is very popular with Avast VPN customers, so perhaps a second server location in the UK could solve a lot of the problems which we have recently experienced, viz. availability of the server and (another thread) reliability of the connection.

PS. Just had a reply to my customer services ticket - apparently they "had problems with a server migration - should be solved now". So, change of server I guess...