Appalling support responsiveness
I have been an account holder with smart DNS for many years but I am on the verge of cancelling my account. Service has until recently been exceptional, but this latest issue is causing me to despair. I have not had service since Wednesday (it is now Saturday afternoon) and I have not had any contact from support since Thursday evening. My email requests for a response are ignored. I am deeply disappointed and if this is the level of support going forward I am not sure I want to spend anymore money with them . I have given a 2 star by virtue of the fact they were once good, but the support I am receiving at this moment is appalling. If I am not contacted within the next 24 hours I am going to seriously consider cancelling my account and go elsewhere. I do not really use the smart dns functionality these days but I do use the VPN element of the service. I have stayed loyal to smart DNS to date but there are plenty of great vpn provider options. I will update this review in 24 hours with an update. I am hoping I do not need to cancel my account, but I will do so. ***Update***: I have explained that I cannot connect via Windows App nor my iphone app on the same wifi network. Moreover, I cannot connect via my iPhone app using mobile internet. This cannot possibly be a problem my end making reinstalling local apps pointless, and it is more likely to be an account or authentication problem. I recently changed my login email address and I suspect this has not propagated properly through smart DNS' backend systems. No response until Sunday afternoon, when I was informed by smart DNS they had reset my VPN username. After logging back in I am up and working again on both my PC and iPhone using the apps. I have manual VPN's configured as fallback should the apps fail again. I will propably set up my own Wireguard UK VPN server as a tertiary backup and for situations where I want to appear to be in the UK and on my home broadband. I have lost all trust and confidence in smart DNS and its ability to diagnose a problem. However, I have a paid up subscription until November and I will use this time to monitor the service. When smart VPN works, it works well. I have shortlisted two other potential VPN providers if I am not happy.