Phantom VPN keeps disconnecting internet
Abgeschlossen
Hello,
I'm an Avira Phantom VPN since many years and, until a few weeks ago, I had never encountered any problems. Now when my VPN is connected, internet is systematically disconnected after a few minuts. I have no other solutions to relaunch my Mac to recover an internet connexion. It's driving me crazy. Has anyone encountered the same issue? Help!
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Hello Guillaume,
You are writing here in the Avira Community, a publicly accessible user2user forum.
We do not have access to your Avira customer account, your Avira installation or your installed subscription.The Avira Community is subject to the strict requirements of the General Data Protection Regulation. Unfortunately, questions about your licence or installation can only be answered by the support team via your GDPR-compliant customer account by email.
The Avira Community is not a way to contact Avira Support directly. See the Avira Community Guidelines:
"How to create a post ⇒ Details matter"Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira
Premium customers with a valid licence and correct registration can contact the Avira support team directly from the Avira customer account under "SUPPORT": via email, support chat and (in some cases) telephone.
The data is available for Premium customer and can help with installation questions is also possible from there. Thank you for understanding.
Perhaps there are some readers here in the Community who can help you with your questions.Best regards
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Hello Pascha45,
Yes, I am writing in the Avira Community because I never saw such an unaccessible customer support team. My first question is: what do they mean by "Premium customer"? I pay every year for using Avira Phantom VPN, does that make me a "Premium customer"? I don't know… but one thing I am sur is that I paid for an application that doesn't work anymore. So, would you please tell me how I get support from Avira, by any mean? That's absolutely unclear: each time I try to contact support by clicking on the link "You already have a premium License?" on the support page, I ALWAYS come back to the same page again and again. Do I have to conclude I am not a "Premium customer" ? I can't even enter a license number!!!
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Hello Guillaume,
Unfortunately, we cannot follow your information. Your question: : what do they mean by "Premium customer"? ⇒ A customer has purchased a paid Avira software of the Avira Premium products.
Avira USERS of the free Avira version PHANTOM have not purchased an Avira licence and therefore do not have access to Avira customer support.
Avira CUSTOMERS (Premium customers) with a purchased paid Avira version - here PHANTOM PRO, the licence holder has direct access to the Avira SUPPORT after correct registration in the Avira customer account!
We have already provided you with the Avira Community Guidelines. There you will find the description of the information that is important for a response from the support team. See once more:
How to create a post ⇒ Details matter:
Include as many details as possible in the description so that we can help you quickly and effectively.
Here are some examples of what your post should include:Do you own a free or Pro version?
Which device are you experiencing issues on?
Which product version do you own?
Which operating system are you using?
What have you tried so far to solve the problem?In your request from 13.06.24 "I have been using Avira Phantom VPN for many years..." we have no information that you have purchased Phantom VPN Pro.
Every subscription purchased in the Avira online shop is assigned to a customer account, which is always assigned to the email address used for the purchase and is automatically activated under this email address.
Your info: each time I try to contact support by clicking on the link "You already have a premium License?" This is an indication that you are not correctly logged into your Avira customer account with the reference number provided with your licence Phantom VPN Pro.
Once again: Premium customers with a valid licence and correct registration can contact Avira support directly from the Avira customer account under "SUPPORT": via email, support chat and (in some cases) telephone.
Once again: The Avira Community is subject to the strict requirements of the General Data Protection Regulation. Unfortunately, questions about your licence or installation can only be answered by the support team via your GDPR-compliant customer account by email.
Please check your correct registration in your customer account and the correct installation of the purchased license Avira Phantom Pro. Thank you for your understanding.
Kind regards and have a nice weekend
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