Author Topic: Do NOT buy this product !  (Read 11135 times)

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Do NOT buy this product !
« on: October 25, 2015, 02:14:40 PM »
Seriously, if anyone in here can't make a decision about purchasing it, simply don't.

I bought it and i cannot use it. When i try to connect a server it keeps saying  'Sorry, it is not possible to establish a connection'.

And yes, i also submit a ticket and noone cares

Offline schmidthouse

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Re: Do NOT buy this product !
« Reply #1 on: October 25, 2015, 04:36:07 PM »
When did you submit your ticket? Unfortunately, The response is not immediate.
It can take 7-10 Business Days for the process.
If you don't receive a response, post your Ticket ID/# here in this topic.

Offline Davidek

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Re: Do NOT buy this product !
« Reply #2 on: October 26, 2015, 09:18:19 AM »
Hi HerpesVirus,

Really sorry to hear about your problem.  Please post your ticket number here and I will follow up.  What server were you trying to connect to?

Also, your log file will be really important to understand the problem.  You can find that by going to C:, Program Data, Avast Software, Avast, Log.  In the log folder you will see the SecureLine.txt file.  Please send that to Support as well.

Best regards,

Davidek

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Re: Do NOT buy this product !
« Reply #3 on: October 26, 2015, 01:52:05 PM »
Ticket ID is 9507 and yes i sent the log .

Offline Davidek

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Re: Do NOT buy this product !
« Reply #4 on: November 04, 2015, 04:13:39 PM »
Hi,

What location(s) were you trying to connect to?  Could you try one of our core data center locations like Amsterdam, Prague, New York, or Miami?

Apologies for the inconvenience this has caused,

Davidek

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Re: Do NOT buy this product !
« Reply #5 on: November 23, 2015, 09:17:04 PM »
I'm having the exact same problem, VPN will not connect to "any" of the cities I choose.
This happened after updating to the newest interface (which is more difficult to navigate).

I tried doing a repair in the control panel with no success.

I now want to enter a ticket, but I can't find where to do this which is ridiculous and so is "It can take 7-10 Business Days for the process." What kind of a company takes 7 or more days to answer a support question????? Hire some more staff.



Offline Eddy

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Re: Do NOT buy this product !
« Reply #6 on: November 23, 2015, 09:30:32 PM »
avast is trying to handle tickets within 10 business days, which is a perfectly normal time period.

You can't find where to click to create a ticket ?
It really ain't hard to find.
https://www.avast.com > menu > support
or
https://support.avast.com

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Re: Do NOT buy this product !
« Reply #7 on: November 23, 2015, 09:47:20 PM »
"avast is trying to handle tickets within 10 business days, which is a perfectly normal time period."

Are you kidding??????


Your link was the first page I went to and as you'll see there are no instruction on that page for entering a ticket, just a bunch of useless links.
I managed to find a place eventually by "luck" after browsing around in circles.
Then again, I'm not even sure if it worked because after I hit submit there was no message to acknowledge it was received. There was a number up in my tab area, so I guess it worked, but not 100% sure.

Offline Eddy

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Re: Do NOT buy this product !
« Reply #8 on: November 23, 2015, 10:09:40 PM »
No, I am not kidding.
It is a perfectly normal time period.
And I say within, not that it will take 10 days.
Quote
no instruction on that page for entering a ticket
Why would there be instructions ?
Just hit the the huge button that has "SUBMIT A TICKET" on it.

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Re: Do NOT buy this product !
« Reply #9 on: November 24, 2015, 01:12:21 AM »
Ok, I see it now, you have to scroll down. I was just seeing the links to the right and wasted allot of time browsing around those.
So, I'll take most of the blame for that. They should move that button up near the top.
Thanks for pointing that out and thanks for responding to my post.

I still disagree with you on the 7-10 day wait. Who the hell has 10 days (or even slightly less) to wait around for an answer. Most companies answer or at least contact within the same day.

With that said, there are many people besides me having problems with Secureline VPN not connecting. Why isn't there a software update fixing this problem?

Offline Eddy

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Re: Do NOT buy this product !
« Reply #10 on: November 24, 2015, 01:16:21 AM »
You're not reading properly.
I never said 7-10 day wait time.

I doubt it is the software that is causing the problem.
It seems more a problem with the server(s) and avast is already looking into it.

Offline schmidthouse

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Re: Do NOT buy this product !
« Reply #11 on: November 24, 2015, 06:15:14 PM »
Unfortunately, having used Secureline since the very beginning, there has always been issues with connecting, disconnecting surrounding "Server problems".
Again, unfortunately compared to other VPN services ( and I've used dozens) and the price/cost of the service, Avast Secureline does not fair well at all!  :-\

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Re: Do NOT buy this product !
« Reply #12 on: November 24, 2015, 07:52:27 PM »
"I doubt it is the software that is causing the problem.
It seems more a problem with the server(s) and avast is already looking into it."

If it was one or maybe 2 servers then yes I would agree, but it's "all" the servers and this happened after a major software upgrade by Avast (that changed the interface), so to me Avast software is the most likely suspect.

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Re: Do NOT buy this product !
« Reply #13 on: November 24, 2015, 07:57:21 PM »
No it is not.
If you had done some research you would have known there are connection problems with the vpn right from the start.
You noticed it after a update, many others already before.
See schmidthouse's post for a example.

Offline Davidek

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Re: Do NOT buy this product !
« Reply #14 on: November 24, 2015, 09:16:17 PM »
Hi paulrickca,

First, I am really sorry to hear about the problems you are having.  Second, it would be very helpful to get log files from you to see why you aren't able to connect.  The log file is found in C: program data, Avast Software, Avast, Log.  It is the secureline.txt file. 

It is strange that it's not working after the update, so it is something we want to look into right away.

Can you also please post the support ticket number here and I'll push that for you?

Once again, apologies for this issue.  We'll do our best to resolve it for you.

Regards,

Davidek