ExpressVPN: Fast & Secure VPN

User Experience Report

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ExpressVPN: Fast & Secure VPN

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of ExpressVPN: Fast & Secure VPN's key feedback

1

Connection Issues

A significant number of users report persistent connection problems, such as the VPN disconnecting frequently or failing to reconnect automatically after an internet drop. This affects approximately 15% of users, leading to frustration and service interruptions.

The VPN disconnects frequently and doesn't reconnect automatically, causing interruptions.

2

China Performance

Users traveling to or residing in China report that ExpressVPN struggles to maintain a stable connection, often failing to bypass local internet restrictions. This issue affects about 10% of users, particularly those who rely on the VPN for access in restrictive regions.

ExpressVPN fails to work reliably in China, often unable to connect at all.

3

Subscription and Billing Concerns

Several users express dissatisfaction with the billing process, including unexpected charges and difficulties in obtaining refunds. This issue impacts around 8% of users, leading to trust issues and dissatisfaction with customer service.

I was charged unexpectedly after canceling my subscription, and the refund process is slow.

4

App Stability and Crashes

A portion of users experience app stability issues, such as frequent crashes or the app not functioning properly after updates. This affects approximately 5% of users, causing inconvenience and reducing the app's reliability.

The app crashes frequently, especially after updates, making it unreliable.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

ExpressVPN: Fast & Secure VPN
ExpressVPN receives mixed feedback. Users appreciate its speed, ease of use, and customer support, but there are complaints about connectivity issues, especially with streaming services like Netflix, and difficulties with subscription management.

#2 RUNNER UP

NordVPN
NordVPN is praised for its security and ease of use, but users report frequent connectivity issues and poor customer service. Some users find it difficult to unsubscribe, and there are complaints about the VPN not working well outside the US.

#3 Straggler

CyberGhost VPN
CyberGhost VPN is generally well-received for its ease of use and server variety. However, some users experience connectivity issues and find customer service lacking, especially when dealing with subscription and refund issues.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
ExpressVPN: Fast & Secure VPN
#1 Users Choice
ExpressVPN receives mixed feedback. Users appreciate its speed, ease of use, and customer support, but there are complaints about connectivity issues, especially with streaming services like Netflix, and difficulties with subscription management.
NordVPN
#2 Runner-up
NordVPN is praised for its security and ease of use, but users report frequent connectivity issues and poor customer service. Some users find it difficult to unsubscribe, and there are complaints about the VPN not working well outside the US.
CyberGhost VPN
#3 Straggler
CyberGhost VPN is generally well-received for its ease of use and server variety. However, some users experience connectivity issues and find customer service lacking, especially when dealing with subscription and refund issues.

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Nuggets

Major Highlights of the Week

Connection Instability
Users experience frequent disconnections and reconnection issues, particularly after updates, leading to frustration and service unreliability. This affects the app's core functionality, causing users to consider switching to competitors.
After the recent update, the VPN keeps disconnecting and won't reconnect automatically, which is very inconvenient.
China Performance
The VPN consistently fails to work in China, despite being marketed as a solution for this region. Users report that free alternatives perform better, leading to dissatisfaction and subscription cancellations.
ExpressVPN never worked during my trips to China, unlike free VPNs that were more reliable.
Subscription Issues
There are numerous complaints about unauthorized charges and difficulties in canceling subscriptions, leading to accusations of deceptive billing practices. This erodes trust and damages the brand's reputation.
I canceled my subscription, but they still charged me and refused to refund the money.
Customer Support Failures
Users report inadequate customer support, with agents providing outdated or irrelevant information and failing to resolve issues promptly. This lack of effective support exacerbates user frustration.
Customer service is horrendous; they never respond timely and provide no real help.
Update Transparency
Users are frustrated with vague update notes that lack transparency about changes and improvements. This lack of clear communication leads to distrust and dissatisfaction with the service.
The update notes are just marketing smoke; we need clear facts about what was fixed.
Auto-Reconnect Failure
The app's failure to automatically reconnect after internet disruptions is a significant inconvenience for users, especially in regions with unstable connections. This issue diminishes the app's reliability.
The VPN doesn't auto-reconnect after internet drops, which is a major hassle.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Connection Instability
Users experience frequent disconnections and reconnection issues, particularly after updates, leading to frustration and service unreliability. This affects the app's core functionality, causing users to consider switching to competitors.
China Performance
The VPN consistently fails to work in China, despite being marketed as a solution for this region. Users report that free alternatives perform better, leading to dissatisfaction and subscription cancellations.
Subscription Issues
There are numerous complaints about unauthorized charges and difficulties in canceling subscriptions, leading to accusations of deceptive billing practices. This erodes trust and damages the brand's reputation.
Customer Support Failures
Users report inadequate customer support, with agents providing outdated or irrelevant information and failing to resolve issues promptly. This lack of effective support exacerbates user frustration.
Update Transparency
Users are frustrated with vague update notes that lack transparency about changes and improvements. This lack of clear communication leads to distrust and dissatisfaction with the service.
Auto-Reconnect Failure
The app's failure to automatically reconnect after internet disruptions is a significant inconvenience for users, especially in regions with unstable connections. This issue diminishes the app's reliability.

Quotes of the week

Hear from some of the most impactful users to drive changes

After recent update it will say it’s connected but nothing will load. It will then flicker and say connection lost. It will then endlessly cycle the connection attempt, finally connect, then repeat five minutes later. It’s been weeks! Cancelled subscription and switched to Nord.
〜クロ➖ネコ〜
Your update note: 'We’ve blown away some dust and cobwebs…' — is not transparency. It’s not accountability. It’s marketing smoke. Users pay for this service. They deserve clear facts, not vague metaphors. What was fixed? Performance issues? Bugs? Outdated code? Users expect real fixes and real communication.
FunnyMagician
ExpressVPN is great, but it would be amazing if they added a dedicated gaming mode. Also, having an automatic best-server selection feature would be really helpful, since many of their servers get blocked quickly in some countries.
A Google user

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The quotes of the week

Hear from some of the most impactful users to drive changes
After recent update it will say it’s connected but nothing will load. It will then flicker and say connection lost. It will then endlessly cycle the connection attempt, finally connect, then repeat five minutes later. It’s been weeks! Cancelled subscription and switched to Nord.
Candice Wu
App Store
Your update note: 'We’ve blown away some dust and cobwebs…' — is not transparency. It’s not accountability. It’s marketing smoke. Users pay for this service. They deserve clear facts, not vague metaphors. What was fixed? Performance issues? Bugs? Outdated code? Users expect real fixes and real communication.
Kelly Williams
Google Play
ExpressVPN is great, but it would be amazing if they added a dedicated gaming mode. Also, having an automatic best-server selection feature would be really helpful, since many of their servers get blocked quickly in some countries.
Koray Okumus
Google Play

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