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PrivateInternetAccess Review

PrivateInternetAccess

BestVPN.com Score 8.9 out of 10
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Private Internet Access (PIA) is a Virtual Private Network (VPN) that is extremely well established. It is a much-loved VPN, known for providing high levels of privacy and reliability. Strong encryption options, an excellent privacy policy, and plenty of servers around the world - at an extremely low price point - make PIA an attractive VPN option for just about anybody

VPN Stats

  • Server Locations 32
  • Average Speed 49.15 Mbit/s
  • Simultaneous Connections 5
  • Jurisdiction USA

Likes

  • Cheaper than most similar VPNs
  • Great for privacy and security
  • Lots of encryption options (including OpenVPN, our recommended protocol)
  • Fast connection speeds for streaming
  • Servers all over the world

Dislikes

  • Not the best VPN for beginners who need hands-on support
  • Doesn’t unblock some popular websites (Netflix US and BBC iPlayer for instance)

Features

Port forwarding
Total servers 3500
Countries 32
Simultaneous connections 5
Bare metal or virtual servers Bare metal
Router Support
Routers Supported DD-WRT, Tomato, PfSense, LEDE, Merlin, AsusWRT
Allows torrenting
Port selection

Supported platforms

Windows
MacOS
iOS
Android
Linux
Windows Phone

Protocols offered

PPTP
L2TP/IPsec
SSTP
IKEv2
OpenVPN
Other protocols Cisco iPsec

Privacy

Jurisdiction USA
Logs Traffic
Logs Connections
Logs Timestamps
Logs Bandwidth
Logs IP Address
Logs Aggregated or Anonymized Data
Website tracking? Google Analytics

Performance

BestVPN.com SpeedTest (max/burst) 219.85
BestVPN.com SpeedTest (average) 49.15
Data limits
Bandwidth limits
IPv4 leak detected?
IPv6 leak detected?
WebRTC leak detected?

Payment

Visa/MasterCard
Amex
Cryptocurrency

Security

Kill Switch
Obfuscation (stealth)
Self-hosted/Proxied DNS Proxy
IPv4 leak protection
IPv6 leak protection
WebRTC leak protection

Support

Free trial No
24-hour support
Live chat support
Money-back Guarantee
Money back guarantee length 7

Unblocks:

Netflix
iPlayer

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Features

Port forwarding Available
Total servers 3500
Countries 32
Simultaneous connections 5
Bare metal or virtual servers Bare metal
Router Support Available
Routers Supported DD-WRT, Tomato, PfSense, LEDE, Merlin, AsusWRT
Allows torrenting Available
Port selection Available

Private Internet Access is a US-based VPN located in Michigan. The VPN provides access to 3,236 servers in 28 countries. Although that is fewer server locations than some premium VPN providers - it is still a considerable amount of choice. What's more, the servers are well-located around the globe and permit subscribers to unblock most online content.

PIA has a lot of advanced features. These include a kill switch, Domain Name System (DNS) leak protection, a built-in Socket Secure (SOCKS5) proxy, a choice of encryption protocols, auto-connect feature (that connects the VPN as soon as it is launched), port forwarding, best server detection feature, and apps for all platforms (iOS, Android, Mac, Windows, Linux, and Chrome). It also permits five simultaneous connections and allows P2P torrenting.

Another nice feature is that the website shows server counts, locations, and bandwidth stats. In addition, users can select each individual VPN server and perform an on-the-spot speed test to see how it is performing. This is a unique feature, which I  test later in this review.

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Speed and Performance

In the latter part of last year, BestVPN.com invested in the world's most efficient speed test system. It is a server-based solution that allows BestVPN.com to get much more accurate speed test results than any other VPN comparison website. For a detailed explanation of how our new scientific speed test system works, please look here.

Our new method of speed testing VPNs is far better than using online speed test websites and services. However, if you want to test your VPN's speeds yourself you are welcome to do so using this website here. (It is the best site for this that I have discovered so far.)

All speed tests were conducted using OpenVPN config files. As you can see from the graph below, PIA provides average download speeds of 16.8 Mbit/s and Max speeds of 58.8 Mbit/s (average across all server locations). These results have slipped slightly since I tested them back in February.

Pia Speed Test 21052018

As you can see, PIA is slower than a selection of popular providers. It simply does not compare to the current fastest VPNs.

I decided to compare PIA's UK speeds using our reliable speed test methodology against the speeds provided by PIA's website speed test system. I tested the London server using PIA's website and selected GB in our speed test server front end. According to PIA, download speeds were 42.93 Mbit/s. Our test servers (I set the average to the last 24 hours) displayed results of 18.1 Mbit/s.

This is quite a large difference, which makes me suspicious of PIA's speed test system. Of course, it is possible that PIA is testing its servers with a PPTP connection, which might explain the faster speeds.

Leak tests

BestVPN.com SpeedTest (max/burst) 219.85
BestVPN.com SpeedTest (average) 49.15
Data limits Not available
Bandwidth limits Not available
IPv4 leak detected? Not available
IPv6 leak detected? Not available
WebRTC leak detected? Not available

I used ipleak.net to test for IP leaks, DNS leaks, and WebRTC leaks. I am happy to report that there were no leaks of this nature during my tests. IPv6 leaks also came back negative (I had a colleague test for these types of leaks with IPv6 leak protection enabled). 

I will mention that some people have discovered a WebRTC leak while using PIA in the past. The WebRTC bug can reveal your true location. For this reason, PIA users may want to plug this possible hole by disabling WebRTC in their browser. This is an easy job in Firefox (just Google it). In Chrome, you can use this browser extension to stop WebRTC leaks. As far as I am concerned this is unnecessary because I discovered no WebRTC leaks during my tests.

However, at BestVPN.com we do recommend using ipleak.net to check for leaks yourself from time to time. For more info on WebRTC leaks and how to plug them, please look here.

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Price

Private Internet Access is a cheap VPN that rewards subscribers for committing for a longer period of time. Amazingly, since the last time I reviewed PIA, it has added an even cheaper two-year plan.

Of course, it is worth remembering that if you do choose to subscribe for a longer period of time, you will be stuck with PIA for longer too. So please be sure that you definitely want this VPN before jumping in at the deep end. It is a great VPN, so you may well be happy with it - but I still recommend reading this review in its entirety. 

In addition, don't forget that PIA provides an excellent seven-day money back guarantee! That means you can test the VPN thoroughly for a week and then get your money back if you wish. 

When it comes to paying, PIA accepts credit cards, PayPal, and various other online payment systems. Users may also elect to pay with “hundreds of different gift cards,” including Starbucks, Bestbuy, and Walmart.

PIA also accepts some cryptocurrencies. Bitcoins and Z-cash are accepted, though Ripple appears to have been removed as an option for about a year now.

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Ease of Use

Windows Available
MacOS Available
iOS Available
Android Available
Linux Available
Windows Phone Not available

Private Internet Access VPN has compatible software for Android, Mac, iOS, and Linux, as well as the Windows client that I tested. In addition, it can be installed directly on DD-WRT and Tomato routers. It has guides for setting these up.

To make life easier, PIA has setup guides and tutorials to help set up every single platform. This means that even beginners should be able to set up and use PIA on any platform without much trouble.

Dedicate Android App

Private Internet Access has a dedicated Android app. I decided to give it a quick look to see how it compares to its Windows counterpart. In the looks department, the Android client is exactly the same as its Windows counterpart. It even has all the same premium features, such as the kill switch and the wide variety of encryption options. The same is also true of auto-connect. In addition, it is also possible to select between Transmission Control Protocol (TCP) and User Datagram Protocol (UDP), which is handy if you want to use OpenVPN UDP to stream.

I found the Android app to work well. A quick check of speeds revealed that they were no different to those experienced in the Windows version.

Customer Service

Free trial No
24-hour support Available
Live chat support Not available
Money-back Guarantee Available
Money back guarantee length 7

The very best VPN services provide 24/7 live chat support. Sadly this isn't the case when it comes to PIA. Admittedly, the FAQ, blog, and website in general, are way above average. So it is a shame that PIA is lacking when it comes to this critical side of the service. Most annoyingly, PIA does advertise 24/7 support on its website. However, this was not my experience.

Pia Support Claim

I decided to very carefully test PIA's support, because they recently told BestVPN.com that they had improved their service. I tested the ticket system using my private email (instead of a work one), a fake name, and a very easy question. This, I thought, would allow them to get back to me as quickly as possible - without complications.

After clicking "submit", I received the following message:

Pia Request Submitted

Moments later I received an automated email response with a tracking number. The message told me my request had been received and was in the process of being reviewed by support staff.

From that point, I had to wait seven hours for a response. This isn't bad and is definitely an improvement on the wait I experienced last time. However, PIA claims that it has 24/7 support staff working in North America - so, in reality, a response should have arrived sooner.

Many premium VPNs have live chat support and even those that don't often provide responses in 15 minutes or under. I would have been happy with even a two to three-hour wait, but longer than that is hard to consider 24/7. Still, seven hours is better than weeks.

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Privacy and Security

Kill Switch Available
Obfuscation (stealth) Available
Self-hosted/Proxied DNS Proxy
IPv4 leak protection Available
IPv6 leak protection Available
WebRTC leak protection Available

Private Internet Access VPN is based in the US (in the state of Indiana). This isn't ideal because the US government can impose warrants and gag orders on any firm located there. This literally means that PIA could be served a warrant telling it to begin retaining and handing over all user data AND be told to keep it a secret.  The US is also home to the NSA and CIA - and is part of the Five Eyes surveillance agreement. For this reason, privacy-conscious organizations such as PrivacyTools.io tend to warn against using US-based privacy firms - their guarantees can't be completely trusted. 

The good news is that PIA does attempt to make up for this by providing a zero logs policy (which is as good as logging policies ever get). However, as mentioned, PIA could be served a gag order, and a warrant, and subscribers would have no clue. This is always a concern with US-based VPN providers and is something that you will need to consider on a personal level.

At the end of the day, we have no reason to suspect that PIA is under warrant and gag order, and for general privacy and unblocking it is more than likely a perfectly good option. As far as I can tell, PIA has never disclosed any information about its subscribers to the authorities. In addition, it has proved its no logs claim in court (which only very few VPNs have ever done) not once but twice! With that in mind, the vast majority of people will be more than happy using PIA.

Encryption Protocols

PPTP Available
L2TP/IPsec Available
SSTP Not available
IKEv2 Not available
OpenVPN Available
Other protocols Cisco iPsec

In terms of encryption, PIA is highly secure. It gives users a choice of options including Point-to-Point Tunneling Protocol (PPTP), Layer 2 Tunneling Protocol (L2TP/IPSec), or OpenVPN. Here at BestVPN.com, we recommend against using PPTP, because it is outdated and insecure. With that in mind - users only really get two secure options.

We recommend OpenVPN because it is by far the most secure (open source) encryption protocol. If you do get a PIA subscription, we strongly encourage you to connect using OpenVPN.

OpenVPN encryption is implemented excellently, which is one of the best things about PIA's service:

Data channel: AES-256 cipher, with strong SHA256 for authorization and a handshake of RSA 4096. The Control channel is protected with AES-256 cipher with SHA384 authentication. Perfect Forward Secrecy is delivered with a DHE+RSA exchange for RSA handshakes, or ECDHE+ECDSA for ECC handshakes.

Encryption set to those levels is extremely strong. In fact, you could argue that the handshake could be made a bit weaker and your data would still be secure. For this reason, you can make use of PIA's advanced settings to set it manually to RSA 2048. If you intend to do a lot of streaming with your VPN this will make it perform at optimum levels. PIA gives users a lot of customizable options where encryption is concerned.

Although having so many options can be a bit confusing for VPN beginners, those options are a positive part of PIA's service. More options allow the people who need the strongest encryption to get it. Those who don’t really need it can lower it manually. Please head over to the VPN encryption page (you can find a link to it in the menu at the bottom of any page) to understand the large list of encryption options that PIA gives you. This guide is comprehensive and it will stop you from accidentally making your encryption levels too weak.

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Final thoughts

PIA runs a high-quality VPN service that provides high levels of privacy. The software is easy to use and has all the best VPN features. In addition, customer care problems (that were being reported regularly last year) appear to have been fixed. I managed to get a response from their team within half a day. 

PIA is perfect for people who are accustomed to VPNs and are confident with fixing any small issues that might arise. Even people with the patience to look through the website to sort out any issues should have a good experience with PIA. However, if you prefer 24/7 live chat support- please look elsewhere.

Speeds are ok, but they have slipped slightly since last time I tested them.  However, on the whole, PIA should be ok for steaming and does represent good value for money. Sadly, my tests revealed that PIA VPN still does not unblock Netflix US or BBC iPlayer - you get what you pay for! If unblocking BBC iPlayer is a key feature you need, take a look at our iPlayer VPN guide to ensure you get the best VPN for BBC iPlayer 2018.

If you want the very best VPN, with super fast speeds and all the best unblocking capabilities - or perhaps a VPN that isn't based in the US (with its warrants and gag orders) - you should probably spend a few extra dollars. However, if you are looking for a workable VPN for privacy - that costs very little - Private Internet Access still remains one of the best options on the market.  

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88 Comments

  1. MarK M.
    on September 9, 2018
    Reply

    ATTENTION: Since September 2018 Private Internet Access speeds are around 3-5 Mbps at BEST. Incredibly slow! Don't purchase this crappy service if you want a reasonably fast VPN for your internet download needs (video, audio, etc.). Like the old saying says - you get what you pay for. Best to pay more and get acceptable NOT CRAPPY speed.

    1. Douglas Crawford replied to MarK M.
      on September 10, 2018
      Reply

      Hi Mark, Our always-running speed tests give PIA a global average 14.2 Mbits/s, with Max/burst speeds of 42.1 Mbs/s today...

  2. Tomas
    on July 20, 2018
    Reply

    PIA has the worst customer support of any company I've ever dealt with, and I'm not just talking VPNs. I'm saying of every single company I've ever dealt with in my life PIA is the worst. And even that isn't the half of it. In the two years I was a PIA customer they've had one debacle after another. The biggest debacle of all is Andrew Lee's decision to recently appoint Mark Karpeles as PIA's CTO, the same Karpeles that headed up Mt. Gox, the biggest Bitcoin exchange. In 2015 Mt. Gox experienced the biggest heist of Bitcoins ever, $480million. The FBI discovered that at the same time as the Bitcoins vanished $2.3million mysteriously materialized in Karpeles personal Bitcoin wallet. Karpeles has been under arrest since 2015 in Japan and is awaiting trial there for fraud and embezzlement. At the very least Karpeles is one of the most incompetent and ignorant "security experts" the world has ever seen. At worst he's a thief who robbed his own customers, many of them of their life savings. Andrew Lee's decision to appoint such a man to oversee PIA's security is the most reckless and idiotic thing I've ever witnessed in corporate America. Subscribing to a VPN is all about trust. PIA isn't a company worthy of anyone's trust.

  3. Scottie
    on June 26, 2018
    Reply

    "...customer care problems (that were being reported regularly last year) appear to have been fixed." Um, no. And we're not just talking last year either. Their customer support went to hell in a handbasket in 2015 and has never gotten better. Your review would have been more meaningful had it not been just a personal snapshot but had you referred to the hundreds and hundreds of customer complaints posted on PIA's own forums and their subreddit. Of all the VPNs I’ve subscribed to in the past dozen years PIA is one of the worst. Slow if not non-existent customer service, technically incompetent tech support, buggy software, and more marketing BS than any company I’ve ever dealt with. PIA has often been referred to by PIA customers (like me) as "The Walmart of VPNs." As such they hardly deserve a 8.9/10 rating. Yes, they're one of the cheaper VPNs, but in my view they're not even worth the low price. For all the headaches they're likely to cause you they're just not worth it. Better to spend a little more and go with a VPN that's actually rates an 8.9.

  4. Aaron
    on May 26, 2018
    Reply

    All this doesnt mean a thing since you are turning data to google.

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