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3.3 7 Reviews

Astrill Complaints Summary

4 Resolved
3 Unresolved
Our verdict: While Astrill has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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3:47 am EDT
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Astrill suspended account

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.

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QiangXing
, US
Oct 09, 2019 8:19 am EDT

Hi, I've got same issue.
They doesn't reply and I can't login their system.
And live chat isn't working, too.
Sending email for refund or reactive my account, but can't receive answer yet.
Really bad service.

ComplaintsBoard
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2:40 am EDT
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Astrill VPN

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.

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Sadaf Mehreen
, US
Aug 01, 2016 1:04 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I think that your complaints wouldn't have reached them...

It is not that they do not respond or help. They do respond and assist with all possible ways. I am also an Astrill user and I never faced no or rude response.

Yeah... something similar happened to one of my friends; he was trying to contact them and getting no response then after reaching them on their social media he got to know that his mails were not reaching their inbox.

So... this can be your scenario too.

I always get a response, sometimes delayed response but always a response.

ComplaintsBoard
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9:39 pm EST

Astrill Horrible customer service

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!

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blackswanexpert
, US
Mar 22, 2016 8:48 pm EDT

Astrill’s customer service is the most horrible experience I have ever had with any company. They don’t respond for a few days and when they do respond via email, they suggest things that don’t work. After many chaser emails from me, finally they agreed to take a look at my PC remotely. We scheduled a time and then they don’t show up.

They treat customers like trash. If you do not wished to be treated that way, don’t subscribe to their product. Look elsewhere.

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elpern
washington, D>C., US
Jan 30, 2015 7:36 am EST

FYI. I do not support any particular service. I also use ExpressVPN and have heard of others

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elpern
washington, D>C., US
Jan 30, 2015 7:34 am EST

100% TRUE! I had the same experience. I can't believe how poor their customer service is. Regardless of the product, I have never had a company be as rude as they were. I develop mobile apps for a living and when I asked them to tell me how to set up the desktop application because it hadn't been working for a month, the online support said, "have you ever seen a computer?" I couldn't believe it.

And they enrolled me in a service that doesn't work in China and after two months on a two year contract that I purchased based on their customer service rep stating it works in China, they refuse to give me any money back.

DO NOT USE THEM. We now use FREEVPN and it is pretty good. Use any of the other services.

Is Astrill legit?

Our verdict: Astrill emerges from Complaints Board's rigorous review process as a business with pronounced trust issues, calling into question its legitimacy. Customers are advised to take comprehensive precautions and conduct in-depth research before any form of interaction with Astrill.

Astrill earns 21% level of Trustworthiness

Low Trust Caution: Complaints Board finds Astrill with a 21% trust rating. Suggest safeguarding personal information when using.

Astrill's website has revealed that it is not properly optimized for search engines. This could be a red flag indicating that the company is attempting to hide its activities from the public.

Astrill protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.

We found that Astrill website supports payment methods that allow for anonymous transactions. This could potentially be used for illegal activities, such as money laundering, and could indicate that the website is engaging in unethical practices.

We conducted a search on social media and found several negative reviews related to Astrill. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.

Astrill offering cryptocurrency services, it is important to be aware of the potential risks involved. Cryptocurrency transactions can be anonymous and irreversible, making them a prime target for scammers and fraudsters.

However ComplaintsBoard has detected that:

  • We found clear and detailed contact information for Astrill. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 2 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
  • Astrill.com has a valid SSL certificate, while Scammers can obtain a valid SSL certificate by using fake information or by using a stolen or hijacked domain. In some cases, they may even use a certificate issued to another legitimate website.
  • Astrill.com you are considering visiting, which is associated with Astrill, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.
  • Astrill website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.
  • This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.
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10:54 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Astrill Scam business

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.

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9:58 am EDT
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Astrill Terrible service and worse customer service

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.

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china user
, CN
Feb 27, 2014 9:38 am EST

So why did you stay with them for so long? Was the service ever good in Beijing? I have been using Atrill for about the same time, in Shanghai, and the product has been working great. A few of my friends said that Astrill was a scam also but I have had no issues with the service until today. The service is down and so is the website; which is a bit strange. Maybe China hacked their client service app, but why is the website down? Anyhow, China has a firewall in place for a reason, so all VPN services are at risk of attack and shut down. Stop complaining and understand the risk. If you can help Astrill with keeping it safe from the Chinese Gov then please do. So, I only sign up for 3 month at a time, knowing the service might be gone any day.

Astrill has been the best for 1.5 years; tomorow? who knows.

ComplaintsBoard
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4:46 am EDT
Resolved
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Astrill Astrill VPN call me a spammer??

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.

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Peter Blaise
Washington, US
Jul 02, 2014 7:53 am EDT

.
They asked for my phone number to verify installing their software -- so much for anonymity.

They asked that I turn off any other VPN/Proxy first before even issuing me a serial number, as if they wanted to sniff my computer from their end.

It sounds like they want to control my computer, and possibly resell it?

Why are they trying to get me to open the door to who I am and get me to allow them to snoop on me?

CIA honey pot?

Or are they spammers / crackers / re-sellers themselves?

Maybe they are trying to stop the CIA from getting inside their servers.

Who knows?
.

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2:06 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Astrill Affiliate Payment Not Paid

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

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Woodysgood1
Riverside, US
Jun 21, 2014 11:14 am EDT
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No way to edit my ABOVE POSTED COMMENT so where it says eBay, I meant PayPal.

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Woodysgood1
Riverside, US
Jun 21, 2014 11:10 am EDT
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There is a problem here. I too made a recent payment using my PayPal account. This payment was never recognized by Astrill. The payment from eBay was given over to another PayPal like company named 2Checkout.com. I have filed with PayPal for a refund and I am sure I will see my money again. The point is... STAY AWAY FROM ASTRILL. There is something unethically wrong happening here.

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