No respond from support for 5 weeks

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Hello,

I've been using Adguard for years and I also bought Adguard VPN last year. However after some update I started getting problems on my device like the VPN keeps disconnecting from the server. I wrote to the support and attached logs but I've got no response. I waited a week and send another email, and then another but I never got any response. My email address is same as on this forum account.

I hope you aren't ignoring me. I had to disable vpn on my android device completely for now as it's unusable.

My ticket number is 578082. Could you respond to my request and try to fix this?

Regards,
Daniel
 
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VasqueZ said:
Did you try reinstall the app and change the server?
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Yes. I also changed settings to stock, dns server and reapplied android permissions. Nothing helps. Vpn connection says "Connected" but several times in an hour internet stops working in all apps until I disconnect and reconnect to VPN server.
 
Boo Berry

Boo Berry

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Unfortunately a good number of AdGuard's support team is located in Ukraine, which currently is under attack. Because of that, response times have slowed down considerably.
 
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I understand war situation can make slowdowns with support response but it's been 5 weeks. It's a little too long.
 
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Adguard is a Cyprus based company. I understand that some part of the support team is from Ukraine, but they got other employees from other countries that could answer in 5 weeks. I really like Adguard Vpn app but if I'm forced to i will request to end my subscription.
 
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Boo Berry

Boo Berry

Moderator + Beta Tester
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Others have reported the random disconnect issue. I suspect it depends on which server you're using. In general the VPN servers for the last good while have basically been operating under full load continuously. What I'm saying is the disconnection issue is probably know, but there's no fix for it as of yet. Updates for AG VPN and both the free and new AdGuard DNS have been slow.

I haven't seen this issue personally (but I've seen other issues, like the server not responding, pings going past 1000+ms, AG DNS servers randomly stop resolving websites, etc.). Right now I'd honestly only recommend using AdGuard VPN for light web browsing in general. I wouldn't recommend using it for streaming video, torrents, etc. because it's not going to be a good experience.
 
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Thanks for the reply. It may be the case but main problem here is that adguard vpn doesn't reconnect automatically in this case. It just says "Connected" while android shows no connection.

I'm mainly using
  1. Poland - Warsaw
  2. Germany - Berlin
I use them whole day and I noticed more disconnections occurs in some parts of the day. It's unusable. Last time I tried i was getting disconnect every 5 minutes so I just disabled it. Meanwhile on windows it looks more stable, or just the windows app reconnects automatically - this is what I can't exclude.

Well the team should really do something with this because right now I'm unable to use product i paid for.

Ps: I couldn't send this post using Adguard vpn. Lost connection while tried to save the post.
 
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Boo Berry said:
I haven't seen this issue personally (but I've seen other issues, like the server not responding, pings going past 1000+ms, AG DNS servers randomly stop resolving websites, etc.). Right now I'd honestly only recommend using AdGuard VPN for light web browsing in general. I wouldn't recommend using it for streaming video, torrents, etc. because it's not going to be a good experience.
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I see you added something to your reply after u posted. Yes this is exactly what Im getting. However even for light web browsing disconnection issue is extremely annoying on Android.

Okay so it seems the issue is on Adguard's end. However I'm afraid it's not easily fixable, not for now at least. I still have 6 months of subscription. Can we freeze it so I can use another VPN service for now until you deal with that or just cancel it and refund me 50% of price I paid? (I used half of yearly sub). I really need to have it working ASAP.
 
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Coffee Cake

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Boo Berry said:
Right now I'd honestly only recommend using AdGuard VPN for light web browsing in general. I wouldn't recommend using it for streaming video, torrents, etc. because it's not going to be a good experience.
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Darn! Maybe stop taking new VPN subscriptions, until this is fixed. And give us a way to get an alert when this is fixed, because I want a VPN and I'd prefer it from AdGuard.
 
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kmr1684

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I have sent so many mails to them about vpn problem from October last year, they never replied, they replied only for adblocker related mails, but i never received answer from them about vpn related problems, so i don't think so it is related to staff issue, that is happening now, but what about October or November last year.
 
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avatar said:
Escalated the ticket, sorry about the slow replies in the support these days.
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I got the respond finally and I followed instructions but it seems it's not issue on my end. As your moderator said the servers are overloaded. Can I get that refund for rest of my subscription?
 
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gadden

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I don't have the same problem. After boot the VPN disconnects. Have to reconnect.... Otherwise the speed and responstime is very fast. Downgrading to previous version... Solved the issue. That means it is a bug in this 2.0 version
 
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You are probably using another server. My windows client also started disconnecting randomly. I can see how connection drops.

I also installed older adguard vpn version and it just disconnected with ping over 180. After disabling it internet works great.
 
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