Painfully slow. Not fit for purpose. Support is broken

joefx69

Hello there,

I have been a very happy customer for nearly two years now, but in the last 3 or so months every connection Ive tried is painfully slow, and is simply not fit for purpose. Simple websites fail to load on most occassions. Whats more troubling is this doesnt appear to be an isolated issue, as I see many of your users are experiencing the same problems.

Please can you advise immediately on a fix, otherwise I will be forced to pursue a partial refund and use a different provider.

NB Ive tried submitting a support ticket and that is also broken

Thank you for your time

QuestionTime

Can we get information on your OS, version of the PIA application or information on how you're using it. Router side or other things? There are so many factors that can come into play for slow speeds.

I'm having no issues maxing out my 200mbit connection with them on multiple server locations. So i really don't think it's on their side.

joefx69

Its happened across multiple os's, multiple app versions. When simple web pages fail to load, theres clearly an issues with the software or servers. As soon as i disconnect, my 50mb connection goes back to being super strong.

Everything is how it should be, its the service at fault clearly, alot of people are saying that PIA is now slow

QuestionTime

joefx69 said:

Its happened across multiple os's, multiple app versions. When simple web pages fail to load, theres clearly an issues with the software or servers. As soon as i disconnect, my 50mb connection goes back to being super strong.

Everything is how it should be, its the service at fault clearly, alot of people are saying that PIA is now slow

If you're not going to give actual details, then there is nothing anyone can do.

I max out my connection on all their servers on the east coast of the US and if it was their side. I wouldn't be able to max out my 200mbit connection on their US East, NYC, Florida, Mid West and Toronto/North York locations.

Proof:

NYC: http://www.speedtest.net/result/5470975655.png
US East: http://www.speedtest.net/result/5470950120.png
Florida: http://www.speedtest.net/result/5470957702.png
Mid West: http://www.speedtest.net/result/5470961780.png
Toronto: http://www.speedtest.net/result/5470967829.png
North York: http://www.speedtest.net/result/5470971967.png

If pages are loading slow, use a different DNS server. Try Google DNS or one of OpenNic DNS servers and see if that helps. Your ISP could be throttling or many other things. You having issues, doesn't mean it's PIA's fault. There are many factors that come into play that could cause your issues.

moshbeast

Multiple OS's. Multiple apps huh? I think you're a shill for another VPN trying to drive away business....you have not one shred of specific info.available ?? I have no speed issues at all hardly and people on here haven't really complained about speed issues since v58 first came out ( now v58 is the go to reinstall if some of the newer versions have problems, which slays me after all the compaining about it they did )...regardless , i just don't believe you at this point...prove me wrong

joefx69

QuestionTime said:

joefx69 said:

Its happened across multiple os's, multiple app versions. When simple web pages fail to load, theres clearly an issues with the software or servers. As soon as i disconnect, my 50mb connection goes back to being super strong.

Everything is how it should be, its the service at fault clearly, alot of people are saying that PIA is now slow

If you're not going to give actual details, then there is nothing anyone can do.

I max out my connection on all their servers on the east coast of the US and if it was their side. I wouldn't be able to max out my 200mbit connection on their US East, NYC, Florida, Mid West and Toronto/North York locations.

Proof:

NYC: http://www.speedtest.net/result/5470975655.png
US East: http://www.speedtest.net/result/5470950120.png
Florida: http://www.speedtest.net/result/5470957702.png
Mid West: http://www.speedtest.net/result/5470961780.png
Toronto: http://www.speedtest.net/result/5470967829.png
North York: http://www.speedtest.net/result/5470971967.png

If pages are loading slow, use a different DNS server. Try Google DNS or one of OpenNic DNS servers and see if that helps. Your ISP could be throttling or many other things. You having issues, doesn't mean it's PIA's fault. There are many factors that come into play that could cause your issues.

What are "actual details"? Ive told you multiple os (WINDOWS 7 and 10), everything else is how it should be. ISP isnt throttling as, already stated, everything returns to normal after disconnection. 

"You having issues, doesn't mean it's PIA's fault"

Dont harrang me when Ive litterally given you all the information you originally asked for. If I was any wiser as to what could be the problem, do you think Id be wasting my time here talking to delightful people such as yourself and your friend?

moshbeast said:

Multiple OS's. Multiple apps huh? I think you're a shill for another VPN trying to drive away business....you have not one shred of specific info.available ?? I have no speed issues at all hardly and people on here haven't really complained about speed issues since v58 first came out ( now v58 is the go to reinstall if some of the newer versions have problems, which slays me after all the compaining about it they did )...regardless , i just don't believe you at this point...prove me wrong

Jesus, how old are you? I just want some help, I dont need tin foil hat wearing internet warriors shouting at me. If you are the typical representation of PIA users/staff, I would gladly be a "shill for another VPN" and take my business elsewhere

joefx69

More info for anyone thats kind to help me.

Browser speeds are fine, but as soon as uTorrent is started, everything grinds to a halt, no matter which server/country I use.
I quit uTorrent, speeds usually go back to normal. With the browser closed and uTorrent on, uTorrent is still under 1kb/s.

Turn PIA off however, my download speeds on uTorrent immediately go to 1.0mb/s average.

Ive read Port Forwarding shouldnt be an issue, and this has never happened in the near odd 2 years Ive been using PIA. Torrenting has got noticeably slower and slower after the last few months (maybe a downfall of PIA popularity) to the point Im at now where its simply unuseable

OmniNegro

You still have not provided the information needed. You did clarify that you are using Windows 7 and Windows 10. But that is not all that is needed. We still need to know if it is the PIA client, OpenVPN, or a router that is handling the encryption. And it would really help to know the version of the client, or the model of the router.

And no-one here is an employee of PIA. Most are users, and some are just trying to help despite having nothing to do with PIA. For instance, I do not use PIA. I only come around and try to help people.

For clarification, Windows is not the only option for an OS. So telling us multiple OSes does not help. So @QuestionTime asked since it could be a hundred different versions of Linux, several different versions of Windows, and even several different versions of MacOS. The steps to take vary with each. In fact, the steps to take vary between Windows 7 and Windows 10.

Nonetheless, we still want to help you. If you just want to complain, go for it. But we can only help if you allow us. The choice is yours.

joefx69

OmniNegro said:

You still have not provided the information needed. You did clarify that you are using Windows 7 and Windows 10. But that is not all that is needed. We still need to know if it is the PIA client, OpenVPN, or a router that is handling the encryption. And it would really help to know the version of the client, or the model of the router.

And no-one here is an employee of PIA. Most are users, and some are just trying to help despite having nothing to do with PIA. For instance, I do not use PIA. I only come around and try to help people.

For clarification, Windows is not the only option for an OS. So telling us multiple OSes does not help. So @QuestionTime asked since it could be a hundred different versions of Linux, several different versions of Windows, and even several different versions of MacOS. The steps to take vary with each. In fact, the steps to take vary between Windows 7 and Windows 10.

Nonetheless, we still want to help you. If you just want to complain, go for it. But we can only help if you allow us. The choice is yours.

YOU need to be specific, whilst at the same time stop damning me for not being so. Do you not realise how utterly hypocritical and patronising that is? If you had asked those questions in the first place, maybe we couldve got somewhere earlier, but no, you insist on it being my fault for not telling you "all the information needed." If I knew "all the iunformation needed", I wouldnt be here now would I?

*deep breath*

This has been happening across multiple versions of the PIA client in Windows but is currently the latest version.
The router is provided by Virgin Media, this model here

http://www.expertreviews.co.uk/networks/wireless-routers/52755/virgin-media-new-super-hub-review

moshbeast

@joefx69 you sir, are an ***hole, arguing for no apparent reason with everyone on here trying to assist you...Omni is the nicest guy in the world, asking relevant questions, and you get all snarky and try to berate him for no apparent reason...I wouldn't lift a finger to help you now and probably no one else on here will now either...good luck to you

OmniNegro

I am done here. I tried to help, and you claim I am damning you for not being specific. Fine. I guess I am too "utterly hypocritical and patronising" to help you. I wish you good luck figuring this problem out on your own.

joefx69

moshbeast said:

@joefx69 you sir, are an ***hole, arguing for no apparent reason with everyone on here trying to assist you...Omni is the nicest guy in the world, asking relevant questions, and you get all snarky and try to berate him for no apparent reason...I wouldn't lift a finger to help you now and probably no one else on here will now either...good luck to you

Saying Im a shill is you trying to help?

 Its you that needs all the luck you can get, because with that attitude, you're going to have a very sad, lonely, pathetic excuse of a human existence

joefx69

OmniNegro said:

I am done here. I tried to help, and you claim I am damning you for not being specific. Fine. I guess I am too "utterly hypocritical and patronising" to help you. I wish you good luck figuring this problem out on your own.

Yeah thanks for the great help. Enjoy your life patrolling forums to feel good about yourself by belittling others wont you, Im sure thats very satisfying

joefx69

So it was PIA app fault, as suspected. Rolled back to v.56 and speeds are much better all round, although the consistency of before (circa a year ago) still isnt there.