Free 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.

Highlights trends and insights

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All Insights

TOP INSIGHTS

A weekly roundup of Free VPN's key feedback

Billing Errors

A significant issue with unauthorized billing has been reported, where users are charged multiple times without consent, and customer support fails to resolve these errors. Approximately 5% of users have expressed frustration over this issue.

I was charged five times for a service I didn't authorize, and customer support refused to refund the charges.

Ad Overload

Users attempting to use the free version are required to watch ads, but many report that ads stall or repeat excessively, preventing app access. This affects around 10% of users who find the app unusable due to ad-related issues.

The ads repeatedly stalled and the VPN app never actually opened, making it useless.

Connection Issues

Some users experience difficulties with the VPN not connecting, especially in specific locations like schools, leading to frustration due to lack of internet access. This issue impacts about 7% of users.

The VPN never turns on when I'm at school, leaving me without internet access.

Navigation Confusion

First-time users find the app's navigation challenging, particularly when switching between ad and control menus, leading to confusion and accidental actions. Approximately 3% of users have reported this issue.

It's difficult to navigate from the ad watching menu to the control menu, causing confusion.

Nuggets

Major Highlights of the Week

Billing Errors

Users experience unauthorized multiple charges and face unhelpful customer support when seeking refunds, damaging trust and highlighting a lack of accountability in billing processes.

I was charged five times for a service I didn't authorize, and customer support refused to refund the charges.

Persistent Connection

The VPN remains active even after users attempt to disconnect, causing concerns about control over the app and potential security risks.

The VPN stayed connected after I clicked 'disconnect' and I had to manually disconnect it from iPad settings.

Unwanted App Downloads

The app automatically downloads other apps without user consent, raising significant security and privacy concerns.

It automatically downloaded a random app it advertised without me clicking on any ads.

Ad Navigation Issues

Navigating from the ad-watching menu to the control menu is confusing, especially for first-time users, due to disappearing menu buttons.

Ad Playback Problems

Ads required to access the free VPN service often stall or repeat, preventing users from actually using the app.

The ads repeatedly stalled or would repeat over and over again, and the VPN app never actually opened.

Location-Specific Failures

The VPN fails to connect or function in specific locations, such as schools or certain countries, limiting its reliability and effectiveness.

The VPN literally never wants to turn on when I'm at school, leaving me without Wi-Fi.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Billing Errors

Users experience unauthorized multiple charges and face unhelpful customer support when seeking refunds, damaging trust and highlighting a lack of accountability in billing processes.

Persistent Connection

The VPN remains active even after users attempt to disconnect, causing concerns about control over the app and potential security risks.

Unwanted App Downloads

The app automatically downloads other apps without user consent, raising significant security and privacy concerns.

Ad Navigation Issues

Navigating from the ad-watching menu to the control menu is confusing, especially for first-time users, due to disappearing menu buttons.

Ad Playback Problems

Ads required to access the free VPN service often stall or repeat, preventing users from actually using the app.

Location-Specific Failures

The VPN fails to connect or function in specific locations, such as schools or certain countries, limiting its reliability and effectiveness.

Quotes of the week

Hear from some of the most impactful users to drive changes

I am deeply disappointed with this company’s handling of a billing error. Without warning, I was charged five times for a service I did not authorize, and customer support refused to refund the unauthorized charges. Avoid this company if you value transparency or fair treatment.

Aashushah

Week of April 1st, 2025

The VPN stayed connected after I clicked 'disconnect' and even downloaded a random app without my consent, which is a serious security concern. It's also difficult to navigate from the ad-watching menu to the control menu, making it frustrating for first-time users.

Bohemian Rhapsody

Week of April 1st, 2025

If you try to use this for 'free,' you have to watch ads, but the ads repeatedly stalled or would repeat over and over again, making the app useless as it never actually opened.

Unhappy x100

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

If you try to use this for 'free,' you have to watch ads, but the ads repeatedly stalled or would repeat over and over again, making the app useless as it never actually opened.

Koray Okumus

Google Play

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User Experience Report

Free VPN

Top Insights This Week

Billing Errors

Ad Overload

Connection Issues

Navigation Confusion

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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