Support

LurkiosLurkios
in Feedback
I've been trying to work on a problem with PIA support since April 4th that left me with no Internet for two weeks due to a problem in the PIA app. Responses have been incredibly slow, multiple technicians have asked me to take the same steps/repeat the same information time and again - I ended up having to figure the issue out on my own, and now I can't even get a proper acknowledgement/fix in progress. Apparently this (PIA not restoring the default route when the app is exited and killswitch was enabled) is a known issue as well, though the techs certainly didn't seem aware of it. Support really needs to step it up. Live chat was great before that was taken away, what we have now is awful.

Comments

  • tomewormtomeworm
    edited April 2018
    Lurkios said:
    ...what we have now is awful.
    Yup. Been like that for many, many months. Many promises made by PIA to step up support over many months.

    Still waiting.

    Well, not me personally. Don't have much use for PIA anymore. Found a much better provider. Won't be renewing my PIA sub. Still periodically checking in here to see if anything's improved. Just as many customer complaints as ever I see.
  • LurkiosLurkios
    Who did you end up going with? Looks like I'm going to have to jump ship as well if I don't want to spend 20 minutes fooling with settings every time I turn the client off.
  • tomewormtomeworm
    edited April 2018
    Lurkios said:
    Who did you end up going with? Looks like I'm going to have to jump ship as well if I don't want to spend 20 minutes fooling with settings every time I turn the client off.
    Sent you a PM.

    PIA's killswitch has been a source of trouble for many people. The provider I went with uses a different piece of technology called "network lock." Super reliable. Does what it's supposed to do without forcing me to reboot my computer. Should the vpn disconnect it immediately halts all network activity while it automatically reconnects to a different server. Very sweet.
  • Omnibus_IVOmnibus_IV
    I don't use the kill switch. Not because I do not trust it, I have just had a different solution when using OpenVPN. I use Comodo Firewall which is configurable. The way it works is if my VPN gets interrupted whatever app/session halts immediately. I decide what gets through or what does not get through.
  • LurkiosLurkios
    Omnibus_IV said:
    I don't use the kill switch. Not because I do not trust it, I have just had a different solution when using OpenVPN. I use Comodo Firewall which is configurable. The way it works is if my VPN gets interrupted whatever app/session halts immediately. I decide what gets through or what does not get through.
    That's all well and good, but we shouldn't have to resort to solutions like that to get a working product out of PIA. Shut down with PIA on today, guess who didn't have Internet when the computer booted back up? This guy.
  • [Deleted User][Deleted User]
    edited April 2018
    @Lurkios, I just responded to your ticket.

    I apologize for all the confusion - your issue is extremely rare, so, while it's documented and being fixed by the developers, it's not shocking to me that several agents were unaware of it. Issues with the application not restoring the default route used to be somewhat common, which is why you were able to find ample documentation on the forums. This has been fixed in large part for quite a while, and now only seems to affect a small subset of Windows 7 users with static IPs. I've just pinged everyone to make sure they are all aware of this going forward. 

    Again, I'm really sorry for the trouble. If you ever need any assistance, please feel free to message me directly here on the forums. 
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