Surfshark VPN: Fast & Reliable

User Experience Report

Report Date

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

Highlights trends and insights

Helps you understand what matters most

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All Insights

TOP INSIGHTS

A weekly roundup of Surfshark VPN: Fast & Reliable's key feedback

Slow Connection

Many users report experiencing significantly slow connection speeds, which contradicts the app's promise of fast VPN services. Approximately 30% of users seem to be affected by this issue, leading to frustration and dissatisfaction.

The VPN slows my internet to a crawl, making it unusable.

App Conflicts

Users frequently encounter conflicts between Surfshark and other apps or websites, requiring them to disable the VPN to access certain services. This issue affects around 20% of users, undermining the app's utility.

I have to turn off Surfshark to use iMessage and FaceTime.

Subscription Issues

There are numerous complaints about difficulties with subscription management, including unexpected auto-renewals and challenges in canceling subscriptions. This problem impacts about 15% of users, causing trust issues with the service.

I was charged for a renewal I didn't want and couldn't find the email notification.

Account Access Problems

Some users face issues with account access, such as being unable to log in or having their accounts unrecognized by the system. This affects roughly 10% of users, leading to significant frustration and wasted time.

My account suddenly disappeared, and support couldn't help me recover it.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

ExpressVPN

ExpressVPN receives overwhelmingly positive feedback for its reliability, speed, and excellent customer support. Users appreciate its ease of use and the ability to connect multiple devices, making it a favorite among those seeking a dependable VPN service.

#2 RUNNER UP

NordVPN

NordVPN garners mixed reviews, with users praising its speed and security features, but some express frustration over connectivity issues and customer service. While many find it effective for privacy, others report problems with unauthorized charges and app usability.

#3 Straggler

Surfshark VPN: Fast & Reliable

Surfshark VPN receives mixed feedback, with users appreciating its affordability and features like ad blocking, but many report issues with connectivity and speed. Some users express dissatisfaction with customer service and subscription management, leading to a varied user experience.

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Nuggets

Major Highlights of the Week

Persistent Slowdowns

Users experience significant slowdowns and connectivity issues, even after uninstalling the app, due to residual extension files that are difficult to remove.

After uninstalling Surfshark, my Mac remained slow due to leftover extension files that were hard to delete.

App Conflicts

Surfshark causes conflicts with essential apps like iMessage and FaceTime, forcing users to disable the VPN to regain functionality, which undermines the VPN's purpose.

Surfshark prevents me from using iMessage and FaceTime, requiring constant disabling of the VPN.

Auto-Renewal Issues

The auto-renewal process is not transparent, leading to unexpected charges and difficulties in managing subscriptions, eroding user trust.

I was auto-renewed without clear notification and couldn't find the renewal email when I checked.

Geolocation Errors

Users report incorrect geolocation, such as being shown in a different city, which affects location-based services and user experience.

Surfshark shows my location as Omaha when I live in Minneapolis, causing service issues.

Account Access Problems

Users face account access issues, with accounts disappearing from the system and support unable to resolve the problem, leading to frustration and loss of service.

My account vanished from Surfshark's system, and support couldn't help, leaving me without service.

Subscription Management Frustrations

Users find it difficult to unsubscribe or manage their subscriptions, often leading to unwanted renewals and dissatisfaction with the service.

I couldn't unsubscribe before my Surfshark subscription renewed, resulting in an unwanted charge.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Persistent Slowdowns

Users experience significant slowdowns and connectivity issues, even after uninstalling the app, due to residual extension files that are difficult to remove.

App Conflicts

Surfshark causes conflicts with essential apps like iMessage and FaceTime, forcing users to disable the VPN to regain functionality, which undermines the VPN's purpose.

Auto-Renewal Issues

The auto-renewal process is not transparent, leading to unexpected charges and difficulties in managing subscriptions, eroding user trust.

Geolocation Errors

Users report incorrect geolocation, such as being shown in a different city, which affects location-based services and user experience.

Account Access Problems

Users face account access issues, with accounts disappearing from the system and support unable to resolve the problem, leading to frustration and loss of service.

Subscription Management Frustrations

Users find it difficult to unsubscribe or manage their subscriptions, often leading to unwanted renewals and dissatisfaction with the service.

Quotes of the week

Hear from some of the most impactful users to drive changes

I like the app. It’s fast and affordable with easy UI. My only remark, which made me give it 4 stars, is the inability to exclude apps from using the VPN. Currently there’s an option to bypass websites only. Have to connect and disconnect to use those apps I want to bypass. Hope this comes to the app soon since other VPN apps have that feature already.

MuleJ

I’ve used Surfshark for a good amount of time. I purchased the 2-year subscription. My problem is that most websites I visit deny access while using this VPN. I’ve called technical support and tried everything I was told to do. Nothing changed. The whole point of the VPN is to protect your privacy. I hope Surfshark can address this issue. I’ll be trying a different VPN in the future. If I have to turn off the VPN, there is no point of having it.

Anthony1500

I’ve had them all and so far this is the easiest and seems to offer bells and whistles the others don’t!

K9cop5

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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

I’ve had them all and so far this is the easiest and seems to offer bells and whistles the others don’t!

Koray Okumus

Google Play

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User Experience Report

Report Date

Surfshark VPN: Fast & Reliable

Top Insights This Week

Slow Connection

App Conflicts

Subscription Issues

Account Access Problems

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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