- Report: #780586
Complaint Review: ProXPN - Internet
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ProXPN
Internet, United States of America
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Web:
www.proxpn.com
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ProXPN Pro XPN ProXPN service does not work, support reps are rude! internet
Pro XPN is supposed to be a VPN client software. They have a free and pay version of the software. I have tried the free version, having it installed for several months and maybe used it 4-5 times. Was considering the paid version, but then it stopped working. After about a week of fooling with it, I sent in a support ticket, which was deleted from their system after I gave them all the technical info they asked for. Below is a transcript of a followup support ticket I submitted to them, along with their response. Apparently asking them to do their job is abusive? Decide for yourself if you want to even TRY this service, much less pay for it!
__________________________________________________________
NA NA || Client
2011-09-22 23:39
This is my 3rd support ticket. A previous ticket was closed with no resolution and all records of my original ticket have been deleted. Proxpn was working fine for a while. However, now I am able to connect, but download speed is nonexistant. (~5 min to load proxpn.com main page. Can't even check my email!) I am on a 13mb cable internet connection. Running windows 7 home. Proxpn software has been reinstalled multiple times with the latest version, but is still unuseable. Ping times to proxpn.com are between 36-58ms when not connected. I previously sent a tracert log as requested, but recieved no response. As I had originally stated, I am not expecting great speeds, just the speed as advertised, but I am getting < 1 k/sec.
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IP Address: **.**.**.**
Kent Ball || Staff
2011-09-22 23:53
"Hello,
Whether you have 1 ticket or many. Your questions have been answered fully and repeatedly related to your Free account. Support staff are here for helping people with technical issues and not here for people to abuse. Free accounts are a privilege and not a right. Moreover, Free accounts are taking all responsibilities of connecting to the internet and proxpn vpn upon themselves."
__________________________________________________________
NA NA || Client
2011-09-22 23:39
This is my 3rd support ticket. A previous ticket was closed with no resolution and all records of my original ticket have been deleted. Proxpn was working fine for a while. However, now I am able to connect, but download speed is nonexistant. (~5 min to load proxpn.com main page. Can't even check my email!) I am on a 13mb cable internet connection. Running windows 7 home. Proxpn software has been reinstalled multiple times with the latest version, but is still unuseable. Ping times to proxpn.com are between 36-58ms when not connected. I previously sent a tracert log as requested, but recieved no response. As I had originally stated, I am not expecting great speeds, just the speed as advertised, but I am getting < 1 k/sec.
----------------------------
IP Address: **.**.**.**
Kent Ball || Staff
2011-09-22 23:53
"Hello,
Whether you have 1 ticket or many. Your questions have been answered fully and repeatedly related to your Free account. Support staff are here for helping people with technical issues and not here for people to abuse. Free accounts are a privilege and not a right. Moreover, Free accounts are taking all responsibilities of connecting to the internet and proxpn vpn upon themselves."
4 Updates & Rebuttals
Matt
Roanoke,Virginia,
I'm sure they would like this removed, but...
#2Author of original report
Wed, November 20, 2013
I see two years after I last updated this complaint, ProXPN is requesting it be removed. On what basis? The entire purpose of this report is to alert potential customers to how rude the employees of this company are. The material facts of the complaint have not changed.
Unfortunately, this was not my issue, this was a problem with your free server in Miami. My complaint at the time was mirrored by multiple users to your facebook page. I can't use the knowledgebase to fix your server. I would be almost certain Anthony does not have any firsthand knowledge of this issue.
Anthony Proxpn
Holland,Other,
proXPN
#3UPDATE Employee
Wed, November 20, 2013
With all due respect, proXPN provided a free service to this individual complaining. Support is reserved for paying proXPN membrers. YMMV was notified of this, yet wanted support for his issues. YMMV accepted that using the free VPN service that proXPN provides does not include any type of support other than knowledge bases he can trouble shoot his issue.
How is this a Rip Off? proXPN would like this entry removed.
Matt
Roanoke,Virginia,
U.S.A.
More attempted deception, but...
#4Author of original report
Sat, September 24, 2011
Their most recent response to me:
We've recently made changes to free accounts, which are now limited to ports 80 & 443, and 100kbps throughput. All ports except for web surfing and DNS have been blocked for free users as well.
As you can see from this screencast (taken via a Cox cable connection in VA, USA) - paid accounts continue to enjoy excellent throughput over the proXPN network:
http://screencast.com/t/UTwx5z4l
Feel free to upgrade anytime by logging in at https://proxpn.com/login.php
All the best,
Team proXPN
My reply:
1k/sec != 100k/sec, last I checked. You indicate that port 80 works, yet web traffic, the very thing I am having a problem with, uses port 80. The video you posted, if I am to trust your assertion it is from VA, clearly shows a connection to 173.231.157.132, which is your voxel.net hosted server in New York, NOT the Miami server you route all of your free connections to.
Please do not assume your users lack the knowledge to spot a garbage answer. I have given up on this service, free or paid. Again, why would anyone purchase something that just doesn't work?
proXPN Guy
United States of AmericaYMMV
#5UPDATE Employee
Sat, September 24, 2011
proXPN Rebuttal:
This is an actual speed test run via www.speakeasy.net/speetest while connected to proXPN's NY server from a Cox cable connection in the Williamsburg, VA area (using a proXPN Premium Account):
http://screencast.com/t/UTwx5z4l
If you have an issue, we're always welcome to work with you. If you're a free user, there's always community support on our facebook page at http://facebook.com/proxpn or you can post questions on our new forum at http://forum.proxpn.com
