Kaspersky VPN / DNS Issues After PureVPN Integration - Time for Kaspersky Statement

[Loose 1000]

We have all been struggling with VPN and DNS issues after the recent update to Kaspersky VPN Secure Connection which involved integrating PureVPN into its services.

After 8 days waiting for this issue to be resolved I can no longer justify spending any more time dealing with an unreliable and intermittent VPN, so have uninstalled it and paid for a month with another provider.

As a Kaspersky loyalist who has used Kaspersky's products for nearly a decade, and never had any of my systems breached under Kaspersky's guardianship, I find having to uninstall their VPN immensely disappointing.
 
For those of you still struggling with issues like intermittent VPN access, zero access or partial access to some sites (YouTube and Google Maps among others in my case) and your DNS malfunctioning, in my view this cannot be solved at the users end as it is an issue Kaspersky's integration of PureVPN's servers into it's security architecture.

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IT IS TIME FOR KASPERSKY LAB TO RESPOND

I am formally requesting that an OFFICIAL UPDATE from Kaspersky Lab is sent to all users of Kaspersky VPN Secure Connection via email to clarify the nature of the remaining issues and when they can be expected to be solved.

In my view 8 days of a virtually unusable VPN is a serious enough failure to maintain an internet security component that a FULL ROLLBACK of the update needs to be considered until the developers find a 100 percent functional and permanent solution to the issue.

In the meantime, having reluctantly uninstalled Kaspersky VPN, I can now get on with my work with a 100 percent reliable VPN.

For the reader, let me know what you think, or if you have come across any solution that works for you.

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Once Kaspersky Lab issues a statement on the issue as requested above I will download and test Kaserpsky VPN Secure Connection again, because, as I say, I am a Kasperksy loyalist and still believe their security suite is the Gold Standard in internet security.
 

[Mikhail Shakhov]

Dear customer,
We’re truly sorry that you’re experiencing some temporary issues following the migration to our new VPN service provider. Over the past 8 days, many teams across KL have been working around the clock to complete the transition and stabilize the new infrastructure. This remains a top priority for us and our partner, and the work is progressing in close collaboration.
We kindly ask for a bit more of your patience and loyalty as we continue these efforts - we’ll share further updates soon. Please make sure you’re using the latest version of the app, as fixes are already rolling out and the service will gradually return to normal as stabilization continues. The issues expected to resolve automatically include reduced availability of some locations, slower connection speeds, and difficulties accessing certain online resources.
If you’re running into any specific problems right now, please reach out to our support team via https://support.kaspersky.com/b2c and include as many technical details as possible - this really helps us understand the situation and speeds up the fix. We’re here for you and want to make sure you feel supported while the transition is being finalized. 
Thank you for staying with us and for your understanding.

[Abtin]

22 hours ago, Mikhail Shakhov said:

Dear customer,
We’re truly sorry that you’re experiencing some temporary issues following the migration to our new VPN service provider. Over the past 8 days, many teams across KL have been working around the clock to complete the transition and stabilize the new infrastructure. This remains a top priority for us and our partner, and the work is progressing in close collaboration.
We kindly ask for a bit more of your patience and loyalty as we continue these efforts - we’ll share further updates soon. Please make sure you’re using the latest version of the app, as fixes are already rolling out and the service will gradually return to normal as stabilization continues. The issues expected to resolve automatically include reduced availability of some locations, slower connection speeds, and difficulties accessing certain online resources.
If you’re running into any specific problems right now, please reach out to our support team via https://support.kaspersky.com/b2c and include as many technical details as possible - this really helps us understand the situation and speeds up the fix. We’re here for you and want to make sure you feel supported while the transition is being finalized. 
Thank you for staying with us and for your understanding.

Here's where Kaspersky doesn't seem to get the problem. It's that we all totally disagree with this whole transition in the first place, like, just go back to where it was beforehand. Too many features and locations now gone, and now we're dealing with a shady company virtually no one uses their service (PureVPN), who's had a bad reputation and is easily discovered that they do NOT deliver on quality and in respects to privacy and security, they're pretty questionable. Clearly a blatant measure to cut costs, at the cost of butchering the whole VPN experience for all. I can ramble on this for another whole two paragraphs.

[Brayan]

19 hours ago, Abtin said:

Aquí es donde Kaspersky no parece entender el problema. Es que, desde el principio, todos estamos totalmente en desacuerdo con esta transición; es decir, simplemente hay que volver a la situación anterior. Han desaparecido demasiadas funciones y ubicaciones, y ahora nos enfrentamos a una empresa sospechosa que prácticamente nadie usa (PureVPN), que tiene mala reputación y es fácil descubrir que no ofrece calidad y, en cuanto a privacidad y seguridad, es bastante cuestionable. Claramente, una medida descarada para recortar costes, a costa de arruinar la experiencia VPN para todos. Podría extenderme dos párrafos más sobre esto.

Exactly, they say it's an update, and it updates, but it's worse. It's worse than ever. They removed connection countries. I used my country's VPN, and Costa Rica is gone. They removed a bunch, and the service stopped working. Why the hell did they ruin something that was working? You can be sure I won't be renewing my premium license on any of my devices. I'm already looking for another service.

[Loose 1000]

On 12/5/2025 at 5:02 AM, Mikhail Shakhov said:

Dear customer,
We’re truly sorry that you’re experiencing some temporary issues following the migration to our new VPN service provider. Over the past 8 days, many teams across KL have been working around the clock to complete the transition and stabilize the new infrastructure. This remains a top priority for us and our partner, and the work is progressing in close collaboration.
We kindly ask for a bit more of your patience and loyalty as we continue these efforts - we’ll share further updates soon. Please make sure you’re using the latest version of the app, as fixes are already rolling out and the service will gradually return to normal as stabilization continues. The issues expected to resolve automatically include reduced availability of some locations, slower connection speeds, and difficulties accessing certain online resources.
If you’re running into any specific problems right now, please reach out to our support team via https://support.kaspersky.com/b2c and include as many technical details as possible - this really helps us understand the situation and speeds up the fix. We’re here for you and want to make sure you feel supported while the transition is being finalized. 
Thank you for staying with us and for your understanding.

Thank you for responding. 

I appreciate the difficulties involved in such a complex integration and, while I am now using another VPN, it doesn't affect my confidence in Kaspersky Ant-Virus or Kaspersky Password Manager in the least.

I wish you luck in restoring full functionality back to Kaspersky Secure Connection.

[Brayan]

20 minutes ago, Loose 1000 said:

Thank you for responding. 

I appreciate the difficulties involved in such a complex integration and, while I am now using another VPN, it doesn't affect my confidence in Kaspersky Ant-Virus or Kaspersky Password Manager in the least.

I wish you luck in restoring full functionality back to Kaspersky Secure Connection.

Yes, but if you're paying for a premium VPN service—"the reason I bought the package for all devices"—why would I use another one from a different company? It doesn't make sense.

[Loose 1000]

2 hours ago, Brayan said:

Exacto justamente dicen actualización y se actualiza y peor ESTA PEOR .. QUITARON PAISES DE CONEXIÓN YO USABA LA DE MI PAIS Y VPN COSTA RICA YA NO ESTA UN MONTON QUITARON Y EL SERVICIO DEJO FUNCIONAR.. para que carajos dañaron lo que estaba bien .. TÉNGALO POR SEGURO QUE NO PIENSO RENOVAR LICENCIA PREMIUM TODOS MIS DISPOSITIVOS.. DESDE YA VOY BUSCAR OTRO SERVICIO

 

A lot of users feel the way you do. That is one of the reasons I started this topic. 

For me  the primary issue is communication. There was none, that I received, notifying me of upcoming change, and I only received an email 4 days in. That's 4 days without a VPN. I reached my limit on the 8th day, and took advantage of the Black Friday deals to sign up with another provider, but. It was money I hoped I wouldn't have to spend.

The request for Kaspersky to EMAIL their customers with an update has not been acted on. The lack of clear communication is harming their reputation, and unfortunately they don't seem to understand that.

But this is the first such issue I've had with Kaspersky in nearly a decade, and I'm more than happy with their other products.
 

 

[Loose 1000]

27 minutes ago, Brayan said:

Si pero si estás pagando un servicio premium con vpn " la razón por la que lo compre el paquete para todos los dispositivos " para que voy usar otro de otra empresa ? No es lógico????

 

Yes, but if you're paying for a premium VPN service—"the reason I bought the package for all devices"—why would I use another one from a different company? It doesn't make sense.

I just needed to get on with my work to be honest.

The Kaspersky VPN is not a dedicated, fully featured, stand alone VPN. For me it is just an add on to the main product Kaspersky Anti-Virus which I consider to be exceptional.

So for a relatively small layout I have access to a standalone, fully featured VPN, so the cost is worth it in the long run, but I definitely would rather have not been forced in to spending that money.

If it hadn't been for this issue, the LACK OF COMMUNICATION, and the length of time it is taking to solve it, I would still be happily using Kaspersky VPN. This is why I suggested they EMAIL us to let us know what is happening, or consider a rollback.


 

 

Edited 1 hour ago by Loose 1000