Astrill
Reviews and Complaints

I got some problem with my astrill account it says " your account has been suspended please contact our support team" I tried to contact them on live chat and email messages but still they didn't reply me. It happen after I changed my password for several times.

If the problem cant be solve within 1 week, I would like to get a refund as the policy guaranteed me before I use astrill. Thank you for your time and I hope you reply soon.

I read online about the poor service of Astrill VPN but I didn't think much of them. Now I'm having problem myself with their service then I realized everything I read about how rude their customer service can be by just ignoring their customers is true.

I have been using Astrill VPN for a while without any problem and never had to contact their customer service. But the application suddenly stopped working after an upgrade. I asked for support. All I got was to download and re-install. I did that but that didn't resolve the issue. I tried contacting them again several times and no reply. They just ignored me. I tried to call, no answer. I tried online chat, no one is there. Email, no reply.

I'll let my subscription lapse and look for alternative.

I used to have an account in the past years, it has stability problems sometime, but i was okay with it, but i can not log in since the expiry of the former account, so i register and purchase via a new account, after i paid 66.95usd for an one-year set i found the former account has been renewed, so i applied a refund within 20 hours, no reply in 3 days!Afterward i can not log in via mobile APP, so i contacted with them again, no reply for 6 days! No reply!No refund!No techinical support!They just ignore me!This is horrible!The worst experience i ever been, even chinese companies don't be so rude today!

i think this company this company is a scam. I’m having a hard time with them after so many jokes pulling by this them.

I subscribed for 3 months subscription and having a hard time to connect to my paid Private IP after 2 weeks, so i contacted support to know whats going on, and suddenly they accused me for being a spammer with no proof from them.

I have contacted the level 2 support via email and provide them all the screenshots and they requested a log file from virus scanner. So i’ve send them all the required info. After 3 weeks, they reinstate my account.

And today, i cant connect to my Private IP and contacted the support via chat, the support mentioned that the server is under optimisation and such, so i requested for my paid Private IP replacement, and they said that my account is suspended again with no reason and no communication thru email or whatsoever. So now im requesting a refund and i have to write about this. PLEASE DO NOT USE ASTRILL. You will be having so many issues with it.

They are playing with me. First they create a problem with my account, and suspend it with no valid proof that i’ve being a spammer. And they let you wait for 3 weeks, and reinstate your account with no credit on that 3 weeks of waiting time.

I have 3 other VPN account from other provider and had no problem with connection and account problem so far.

Astrill has offered nothing but headaches, terrible vpn access and customer service that should not even be called service.

I have had nothing but problems with Astrill VPN, provide slow, unreliable vpn internet access from Beijing, China. I would constantly have to deal with dropped connections, unable to view basic websites like Facebook, or YouTube through their service and their frequent outages in 2012. They then began offering a NEW and improved service for an additional $120 USD. They said, "use this, and you'll have stable vpn access". I paid the money expecting a night and day difference...I was wrong. Same terrible network access and an additional chunk of change out of pocket. Which brings me to my next point:

Customer service! Barely service. I'm not sure if they are non-native speakers, but over the course of 1.5 years, I've requested customer service a dozen or more times. Each time, i spent as much time outlining the problem, equipment and how it happened. 99% percent of the time, they would reply with a 1 sentence answer suggesting a basic action that I have already covered. They would pose it in the form of a question such as "did you reset the router?" which I would promptly tell them to "read the original email", and after that point I would get no response. If i was luck enough to get a response it would be something like "Don't threaten us" or "Don't talk like that to us or we will ban your account".
Here is an excerpt from a conversation:
A FRIENDLY WARNING: Please do not treat to us. This will not lead you anywhere. We will simply close your account in such case and ban you from our service. We can refuse our service to anyone at our own discretion for any reason.
Best Regards,
Astrill Support

So they've threaten to refuse PAID service, ie. exchange of money for provide a Virtual Private Network that will allow a user in China to access sites that are in a different country, with no reasons whatsoever, which is a service they never fully provided in the first place.

Unfortunately, internet based companies don't have a BBB or a central reporting entity, which they should, but Astrill should be banned as a company for doing business anywhere in the world for providing a borderline scam service (taking money without providing their stated service) and how the staff/customer support/tech support make it their life's mission to berate you and avoid fixing the problem at hand.

Astrill.com told me that i was a spammer and suspended my account and did never offer me a refund. However i provided them with log files etc that this is impossibly me but they never got back to me. Then i tried to contact them via their online chat and every time a representative has been connected he left immediately. I just can warn everybody to buy their VPN solution, this criminal organisation should be taken off the net. Im not the only one they have cheated.

Astrill has an affiliate program with attractive commissions. After siging up, they said that they are no longer able to use Paypal to send my payment, and are having trouble sending affiliate it to my bank. Eventually they were able to use Alert Pay to make small payments. Astrill eventually changed the conditions of the affiliate program (several times) without notifying me or other affiliates. They then erased my login credentials, and still owe me a sum of 2, 232 USD, which they refuse to pay, and refuse to acknowledge this situation. Most emails are ignored, and those that are responded to make no mention of this sum of money, and if it will be paid or not.

website: https://www.astrill.com
email: [protected]@astrill.com [protected]@astrill.com