ExpressVPN: Fast & Secure VPN

User Experience Report

Week of April 1st, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

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

Connection Issues

A significant number of users, approximately 20%, report frequent disconnections and connectivity problems, which disrupt their internet usage and lead to missed calls and notifications. This issue is exacerbated by inadequate customer support responses.

App Compatibility

Around 15% of users experience compatibility issues with various apps and websites, requiring them to disable the VPN to access certain services, which defeats the purpose of having a VPN for security.

Billing and Subscription Problems

Approximately 10% of users face issues with unexpected subscription charges and difficulties in managing billing, leading to dissatisfaction with the service's transparency and customer support.

Lack of Widgets

About 5% of users express frustration over the absence of a widget for quick access, which is a feature commonly available in other VPN apps, making the user experience less convenient.

Nuggets

Major Highlights of the Week

Missing Widget

Users are frustrated by the lack of a widget for quick access, a feature commonly available in other VPN apps. This omission forces users to open the app each time they want to connect or disconnect, leading to dissatisfaction.

Update Issues

App updates cause significant disruptions, requiring users to reboot their devices to restore functionality. This inconvenience is compounded by the lack of timely update notifications, leading to user frustration.

You have to reboot your phone every time the app updates, or it won't work.

Subscription Confusion

Users experience unexpected subscription price increases without prior notification, leading to dissatisfaction and account suspensions. The lack of clear communication regarding billing changes is a significant pain point.

My subscription price increased without notification, and my account was suspended despite payment.

Connectivity Problems

Frequent disconnections and connectivity issues disrupt internet access, causing users to miss important communications. These problems persist despite attempts to resolve them with customer support, leading to dissatisfaction.

Constant connection dropouts leave me exposed and cut off my internet entirely.

App Incompatibility

The VPN causes compatibility issues with various apps and services, requiring users to disconnect to access them. This limitation reduces the app's utility and frustrates users who expect seamless integration.

I have to turn off the VPN to use many apps like ESPN and CBS.

Customer Support Frustrations

Users find customer support unhelpful, often receiving generic responses that fail to address their specific issues. This lack of effective support exacerbates user dissatisfaction and leads to cancellations.

Customer service is useless, providing only generic responses without real solutions.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Missing Widget

Update Issues

Subscription Confusion

Connectivity Problems

App Incompatibility

Customer Support Frustrations

Quotes of the week

Hear from some of the most impactful users to drive changes

ExpressVPN sounds great on paper with all its marketing hype, but in reality, it doesn’t deliver. Constant connection dropouts don’t just leave me exposed—they cut off my internet entirely for long periods without warning. Customer service? Useless. Instead of real solutions, I get generic copy paste responses like 'try a different protocol' or 'reinstall the app.'

User4198

Week of April 1st, 2025

After a year of having issues with my text messages on my iPhone and dealing with Apple and my carrier, I’ve come to realize it was ExpressVPN that was behind me not receiving text messages and at times not being able to send them. I had a terrible experience with their support. I was instructed to turn off the advanced features, and switch to a less reliable protocol.

Lourans Mikhail

Week of April 1st, 2025

When I first started using ExpressVPN, it was outstanding. Now, the app barely works on my phone and Media Cast doesn’t work at all. I must consistently disconnect the VPN on my phone for even the most basic of functions. ExpressVPN is simply no longer worth the price.

No one 77889

Week of April 1st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

ExpressVPN: Fast & Secure VPN

Top Insights This Week

Connection Issues

App Compatibility

Billing and Subscription Problems

Lack of Widgets

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts