TotalVPN Review

Bad billing practices and loads of user complaints. Avoid this service.

By Mauricio PrinzlauCEO & Co-Founder
— Last Updated: 13 Apr'18
2016-11-01T07:20:25-08:00
Google+
Table of Contents Rating
Pricing & Features
50%
Poor
Privacy & Security
60%
Fair
Performance
90%
Excellent
Customer Support
30%
Terrible
User Reviews & Comments

Fair
Starts from $ 499 per month
Visit TotalVPN

TotalVPN Overview

 Attention: due to a swathe of bad user reviews, we do not recommend you use this service any longer. If you’re looking for a truly great VPN service, check out ExpressVPN review.


Check out www.expressvpn.com

TotalVPN is the new VPN service provider on the block, and they are growing at a fast rate.

They actually have a more than adequate service in many regards – and they need to, because they are competing with industry giants.

But don’t let their young age fool you. I was skeptical at first, but pleasantly surprised when I tested out their service.

Like other services, they help users mask their IP address and encrypt data transmissions so governmental agencies and hackers can’t steal your data. They can help unblock geo-restricted content, but they may not be a good fit for international users, citizens of small countries, and travelers because their network is relatively small compared to other mature services.

With that said, for how new they are it is surprising how polished their service is. The interface is clean, as is the website, and they have put together a solid service that will satisfy most users’ needs.

To get a better understanding of this new service, let’s take a closer look at their features.

Don’t like to read? You can listen to our audio version of this review.

Pricing & Features

50% - Poor

Everything about TotalVPN seems to be made elegantly simple. Instead of a complex pricing and packaging system, users only have to choose from one of two options: free or paid. The free version is really only a way to test out their service though, because it has some harsh restrictions. Limitations include the ability to only connect to 3 locations, bandwidth and data transfer limits, and only 1 active device connection.


Free
  • 2000 GB Bandwidth
  • 1 Included Devices
  • Bitcoin
Total Premium
  • Unlimited GB Bandwidth
  • 3 Included Devices
  • Bitcoin

That said, there are many providers that won’t even offer a free trial. Users who want to purchase their service only need to pay $4.99 per month. The paid plan allows users to connect to all locations (30+ global locations at the moment), no bandwidth or data restrictions, 3 simultaneous connections, and a proxy service.

And that’s it. There are no long term subscriptions with extra bells and whistles – only the free plan or the monthly plan. And even though they’re a young business, they do have servers in all of the most popular geographic regions including:

  • The US
  • Europe
  • Southeast Asia
  • Hong Kong  
  • Buenos Aires
  • Africa

They also do a good job of including all the features users have come to expect as standard from a competent VPN service provider.

They are available on all the major operating systems including Windwos, Mac OS X, iPhone, iPad, Android Tablet, Android, and they are even working on an app for Chromebook. In addition, they do have 24/7 customer support (which we’ll discuss later). And, like other providers, they have a 99.99% uptime guarantee – meaning that their servers will be up all of the time save for a technical difficulty here and there.

And if they do have a technical difficulty, it will be isolated to a location or small group of servers. It simply isn’t plausible that all of the servers they maintain would go down. This guarantee is pretty standard, but you’d be surprised at how many services don’t properly plan for capacity. Furthermore, they use all of the latest and greatest encryption algorithms to ensure that users’ data is untouchable as it is in transit from the user’s computer to the VPN server.

Connection options include PPTP, OpenVPN, L2TP/IPSec and IkeV2. Though this may sound fantastic, it’s really becoming the norm, and every competent provider will offer these connection options. However, even though they offer PPTP as a connection option, we recommend that users avoid using this protocol. It only offers weak encryption, and believe it or not, it can be cracked.

Privacy & Security

60% - Fair

Is TotalVPN Safe?

Though they do secure users’ data by encrypting it in a manner that makes it impossible for third parties to read data, there is one extremely concerning portion of their terms of use document. Personally, I think they are just trying to keep their hands clean legally by reserving the right to disclose information, but it’s frightening nonetheless.

The following is their policy on law enforcement:

Total VPN may disclose User information to law enforcement agencies without further consent or notification to the User upon lawful request from such agencies. We cooperate fully with law enforcement agencies.”

In addition, they do log some specific types of information that is pretty typical among VPN service providers.

They track small amounts of personal information (such as account details and email), login cookies so you can save your user credentials, and the following types of log files:

  • When you login to their service
  • The IP address used to login to their service
  • Username

These logs are fairly common, because it helps the service plan for capacity requirements and network expansion. They explicitly state the following in their privacy policy:

We use IP addresses to analyze trends, administer our website and servers, track access, and gather broad demographic information for aggregate use.”

However, they certainly don’t keep any usage logs of user activity or personal data. Once your Internet traffic is encapsulated inside the VPN tunnel, there’s nothing to worry about – no one can see your information. Also, they take great care to protect users’ information. It would be pretty embarrassing for a security firm to lose information to hackers or employees.

They do take stringent measure to safeguard account information, as stated in their privacy policy:

Total VPN uses technical security measures to prevent the loss, misuse, altering or unauthorized disclosure of information under our control. Such security measures include but are not limited to: physical, electronic and managerial procedures to safeguard and secure the information we collect online.”

Last but not least, users should be aware of their acceptable use policy. This is pretty common and straightforward, but it’s worth mentioning that the following are not tolerated:

  • Infringement of Intellectual Property Rights
  • Illegal Activities
  • Non-Personal Use
  • Sexual Exploitation of Minors

In a nutshell, their acceptable use policy and privacy policy are pretty typical. The only thing I didn’t like was the reservation to comply with law enforcement – which is admittedly understandable.

Still, it makes it seem like they would rather forfeit information instead of standing up for their users. But as we all know from the NSA PRISM wiretapping scandal, when it comes to the government and law enforcement, tech companies’ hands are tied.

Strengths & Weaknesses

Though not a perfect service, they are certainly a viable option for people who want to secure their Internet connection. Here’s what I liked and what I didn’t like:


Strengths:

  • Decent speeds
  • Strong encryption algorithms
  • Free trial
  • Good 24/7 support

Weaknesses:

  • The knowledge-base is a little thin
  • Users might want discounted saving for longer term subscriptions
  • Legal disclaimers in their privacy policy regarding the forfeiture of information

All in all, I was moderately pleased with their service. However, they lack some of the advanced features that other providers include such as a NAT firewall, VPN kill-switch, DNS leak protection, and other special features. Right now their service is streamlined, lightweight, clean, and simple. I would expect them to bolster their features and their global network as they grow as a company, and perhaps even change their pricing model as they mature – but that’s just speculation.

It’s true that they aren’t the cheapest service on the market, but they aren’t based in the United States, which is a huge plus. I see them as a great provider for users around the world, but I think European users would like them best because that’s where the highest concentration of their servers are located. If your curious, I would recommend that you at least try out their free trial.

But what does it all boil down to? Should you buy their service? That’s a decision I’ll leave up to you, but I think that they are reasonably priced for the quality of service they provide. They’re certainly a far cry from being a terrible, frustrating service. And I’m curious to see how things pan out in the future. If this is how good their service is now as a young company, I’d imagine their service is only going to improve in the coming months.

Performance

90% - Excellent

Overall, I was fairly pleased with the speed test. Before we dig into the results, I want to define a few parameters. First off, understand that I ran the speed test on an ADSL Internet connection with 5Mbps download speed and theoretically 1Mbps upload.

Furthermore, I connected to the Hong Kong server, and I ran a standard speed test as well as a ping to Google’s DNS servers to track latency. The results are as follows:

  • Download: 4.64Mbps
  • Upload: 0.93
  • Speed Test Server Ping: 62ms
  • Google DNS Ping: approximately 88ms

So far, so good. They certainly aren’t the fastest VPN I’ve tested, but they’re far from the worst, too. To further test the connection, I tried to stream some YouTube content, and it worked just fine.

I didn’t even have any time spent waiting for the video to buffer. But what do these speed statistics mean for different types of traffic and overall performance? Well, for starters, I did lose a small portion of my total upload and download bandwidth.

However, this is to be expected. The fact of the matter is that any VPN service is going to introduce overhead to your Internet connection. However, this small amount of overhead is not unreasonable.

In fact, I was pleasantly surprised that the ping times were so low. A connection this fast will easily accommodate the vast majority of users’ needs. Online storage, streaming audio and video, and common web browsing aren’t an issue. Furthermore, even VoIP calls would be high quality on this connection, which is interesting because audio is highly sensitive to latency.

The average VoIP call needs less than 300ms of latency, and this connection easily meets that requirement. However, I’m not sure that this is the best option for users who have extremely demanding needs. One application type that comes to mind is real-time gaming, which is extremely sensitive to latency. In the end, it all depends where the game server is located and where your VPN connection terminates.

For gamers, I would say that there are certainly faster connections with other providers that are a better fit for gaming.

Customer Support

30% - Terrible

Customer support is a big deal for users who are non-technical. Though TotalVPN worked fine when I tested them, consider that every startup or burgeoning service is going to experience some growing pains. As such, customer support is likely more of an important factor with TotalVPN than it is with other providers. Surprisingly, they actually have great customer support.

Like most of the other providers, they have a live chat feature on their website, which is essentially a way to ping the support staff with an instant message. I actually prefer these options to awful telephony support queues where you have to spend hours listening to elevator music before being transferred to an agent. In addition, users can initiate a service request with via email.

Not only do they have customer support representatives standing by, but they also have a handy knowledgebase on their website. For those of you who don’t feel comfortable setting up VPN software, the knowledgebase has setup guides for Windows, Mac OS X, iPhone, iPad, and Android. The general help section is a little thin, but it does cover all the basics.

Last but not least, the help center page even has troubleshooting guides. Again, I think they do a good job of covering their bases, I simply can’t say that it is comprehensive. But then again, that’s what the customer support agents are for.

And as for the website – it is very clean, attractive, and easy to navigate. There was one thing I didn’t like about it though. Users first have to sign in and create an account before they can access the customer support page. This is a bit of a hassle, and it feels like there’s just one more hoop to jump through to get access to support.

TotalVPN Review Audioversion

TotalVPN Review

Bad billings practices, a lot of customer complaints.

Starts from$ 499per month
Visit TotalVPN

15 thoughts on “TotalVPN”

  1. Very impressed with this service. I can now watch YouTube in my country where it is currently blocked.

    The speeds are very fast compared to free services out there. And their customer support is excellent. Highly recommend!

    1. I agree completely. Totaly VPN is one of the worst services I ever tried. Now I am using NordVPN and though it also has its downsides, I like it.

  2. Excellent service.
    I recently changed from another VPN service provider and have no complaints at all. Beware when purchasing the service, the web site is a little misleading. I ended up paying for an additional premium support plan, an extra $12, which I did not want. When I contacted Customer Support, they not only refunded the extra $12, but offered a 70% discount on the annual subscription. Both refunds were credited to my payment card within 7 days. Now that’s real Customer Service !

    For best performance, I use the IKEV2 connection protocol, achieving download speeds in excess of 30 MBps, hardly any loss of bandwidth, perfect for streaming HD content.

    1. accidentally got something i did not want and customer service reversed charges on my card straight-way…so far they have my confidence…others try to keep the money and run…refreshing.

  3. TotalVPN is a terrible service, on several counts.
    1) I am in Kazakhstan and want to watch HBO boxing and Netflix. Both providers immediately discovered that I was using VPN.
    2) I canceled the service on their site but they continued to charge me at $14.97, which is higher than $6.95, to which I initially subscribed.
    3) When I called them, their rep said I should have received a reminder from them 15 days prior to each charge. I never received any reminders.
    4) When I said I canceled the service through their website, they said I should have canceled by email. Even the fact that after cancellation I was not able to access my account did not matter for them.

  4. Doesn’t work at all in China……….even the premium service. Whether on the windows computer or Android.

  5. I would not recommend Total VPN to anyone. I had multiple tech issues with this and working with heir help team to remedy issues is almost impossible. THE BIGGEST ISSUES IS THIS: I cancelled my account on July 28th(I have confirmation via e-mail) and I just found out I am still being charged per month.) I am trying to fix this now, but it’s a bit of a headache. I don’t want to have to take this higher levels. So just be wary when signing up with this dishonest company.

  6. Total VPN started out good, then got annoying. Too much problem connecting to servers, where there once was relative ease. I will search for a better more reliable VPN.

  7. Will not address terrible speeds on p2p server and protocol. Have stopped replying to emails. Stay away from Totally shonky VPN!

  8. When Windows 10 updated, TotalVPN caused my computer to freeze up, even if I closed it out.
    For about an hour I would uninstall it and my computer worked fine, no problems of any type. Then I would install TotalVPN and the computer would freeze within 5 minutes. During the time it was operable, I could not log onto the 3 internet services that I have, Chrome, Bing, and Internet Explorer.
    I contacted TotalVPN’s service center and explained what was going on. There were 5 exchanges with them. The last from them stated “Please note that TotalVPN should not affect the functioning of any other applications installed on your device.” The problem is, for me, that there is some conflict with Windows 10 and TotalVPN .

    I am now searching for another VPN service.

  9. Useless had trouble with the billing started of really good heaps of really fast servers gradually could only hook up to singapore . P2P never worked. In the end they sent me an email saying they had cancelled my subscription. which is good save me cancelling it.

  10. I asked TotalVPN about some speed issues I experienced. This was their response:

    Thank you for your email.
    I am sorry to inform, we cannot do much when it comes to speed. All you need to do is connect to the nearest server with the OpenVPN protocol.
    Please let us know if there is anything else we can help with.

    Essentially, they I’m getting just over 2Mbps regardless of the server I connect to. Please don’t waste your money.

  11. Was just informed they are shutting down operations and canceling accounts. Not surprising, their customer service was horrible.

  12. I ordered a two year subscription, and ended after one year. Please advise.
    Not desiring store credit , but product.

  13. I subscribed to their service two years ago and paid $57 up front. I used them for a little while and then decided to switch to VPNSecure which gave me a lifetime subscription for $39. I love it and they really helped me walk through the steps to make sure I didn’t have any DNS leaks. SO now it is two years later and I see a charge for $367 taken out of my account for Total VPN, no email or anything. I sent a dispute with PayPal as well as emailed the company. After two days they get back to me and say that they cannot refund the money because PayPal has a hold on the account. I told them to answer PayPal and tell them to refund my money, it’s now been four days and they still have not responded. Don’t do business with these crooks.

Leave a Reply
Your email address will not be published. Required fields are marked *

TotalVPN Review

Bad billings practices, a lot of customer complaints.

Starts from$ 499per month
Visit TotalVPN
Top
Top