Hello everyone,
I have been using Avast products for many years, and my company has also relied on Avast for around ten years.
I’m posting here because I’m hoping to hear from other users who may have experienced something similar—both regarding the technical issue itself and the support process.
The technical issue
For almost two weeks my Windows 11 system has been heavily affected by Avast (Premium Secruity).
The problem causes one of Avast’s background processes (model_host.exe) to consume excessive CPU resources. On my Intel Core i7-12700K this results in all E-Cores running at or near 100% utilization during very common tasks such as watching YouTube videos.
The impact on my system is significant:
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severe slowdowns
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audio and video stuttering
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poor overall responsiveness
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reduced productivity
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loss of working time
After many hours of troubleshooting I was able to narrow the issue down to Avast.
The troubleshooting included:
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Windows Performance Recorder (ETL) traces
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Windows Performance Analyzer analysis
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Event Viewer investigation
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driver verification
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hardware acceleration tests
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process analysis
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multiple reproductions of the issue
The ETL traces consistently point towards Avast’s model_host.exe.
As an additional test, disabling or removing Avast makes the issue disappear completely.
All requested logs and diagnostic information have already been submitted to Avast Support.
My experience with Avast Support
The technical issue is only one part of the story.
The larger frustration has become the support process itself.
Case #25057125 has been open for approximately two weeks.
During that time I have:
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contacted Avast Support five separate times
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spoken with five different Level 1 support agents
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submitted ETL traces, logs and diagnostic information
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answered every request for additional information
I would like to make something very clear:
This is not a complaint about the Level 1 support agents.
Every representative I spoke with was polite, professional and genuinely tried to help within the limits of their role.
My concern is directed solely at the escalation process.
Repeated callback promises
During these two weeks I have repeatedly been promised callbacks from the escalation team.
Among the promises were:
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callback within 24–48 hours
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callback on Monday
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callback the following day
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callback within another 48–72 hours because the case had entered “Senior Supervision Review”
Unfortunately none of these callbacks ever took place.
Each time I contacted support again, I received another promise that someone from the escalation team would contact me soon.
Even during my latest conversation, I was once again told that my case had been marked for priority handling and that I would receive a callback within another 48–72 hours.
That callback also never happened.
Why I’m posting here
I understand that complicated technical issues sometimes require time.
I also understand that Level 1 support has limited permissions and cannot directly influence the escalation team.
What I find difficult to understand is the repeated commitment to callbacks that are never carried out.
After almost two weeks, four separate contacts with first-level support, multiple promises of callbacks that never happened, and still no contact from the escalation team, I honestly feel completely let down by Avast’s customer support.
Until this experience, I was genuinely happy with Avast and trusted the product to protect my system. Unfortunately, the way this case has been handled has seriously damaged that trust. Waiting for days, repeatedly being promised a callback that never comes, and receiving virtually no communication has been extremely discouraging.
I never wanted this post to become a complaint about customer service. I came here because I need help with a technical problem that significantly impacts my daily work. But after nearly two weeks without any meaningful response from the escalation team, I feel I have no other option than to ask the community for advice and to share my experience.
At this point, I would simply like to ask the community:
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Has anyone experienced excessive CPU usage caused by model_host.exe?
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Has anyone else had a similar experience with Avast’s escalation process?
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Is there any alternative way to communicate with Level 2 support besides waiting for callbacks?
I’m genuinely interested in hearing whether this has happened to other users or whether my experience is unusual.
Thank you for taking the time to read this.