How long is the wait for Avast Tech Support tickets?

system · 2015-08-28T18:59:18.000Z

I opened a ticket with Tech Support on 8/26 (almost 2am) and haven’t heard anything back, except an email that my Ticket was opened.

I paid for Avast Internet Security, which I’m mentioning only because I was asked if I had a free version when creating the Ticket.

If there is a long Queue, that’s fine. I would just like to know how long the average wait time is right now.

If I should have been contacted for more information by now, what do I do next to get support?

Thanks for your help!

system · 2015-08-28T19:17:09.000Z

I may be wrong but I believe it is 7 to 10 business days. Whatever you do, do not submit another ticket or you will be sent to the back of the queue.

schmidthouse · 2015-08-28T19:21:51.000Z

zorgon post:2:

I may be wrong but I believe it is 7 to 10 business days. Whatever you do, do not submit another ticket or you will be sent to the back of the queue.

That’s correct
Can take up to 7-10 business days

system · 2015-08-28T19:35:48.000Z

So it looks like I may have reverted back to Windows7, or uninstalled Avast IS by the time they get back to me. I’m on a timer for the former, and the latter will happen only if it works fine without IS installed.

It’s a shame, but sometimes it can’t be helped. Thanks to you both for answering.

essexboy · 2015-08-28T19:37:48.000Z

What problem are you experiencing ?

system · 2015-08-28T19:50:40.000Z

Cut from the ticket:

TL;DR: Major lag playing online games or offline games. Sometimes my computer fails to find a network until I turn off my Avast Firewall.

Recently, I upgraded my Windows 7 PC to Windows 10. Since that time, I have had inordinate amount of computer "lag" whether playing online games like World of Warcraft, or even games played offline like Minecraft.
I’ve updated all video and hardware drivers, even after turning off as many Windows 10 “automatic update” functions as possible, since they were reverting many of the driver updates I had corrected. Nothing seemed to help.

Last week, I noticed that the Avast usage was greatly increased when I was playing a game for more than a few minutes, so I decided to tinker with the Settings there.

A few days ago, I suddenly lost connection to my Private Network at home. Windows was saying that I didn’t have wires plugged in, but after resetting my Modem and Router a few times, I finally disabled Avast Firewall on a whim. The moment I disabled the Avast Firewall, my computer “found” my network again.

That leads me here. Since then, I’ve read a few reports online (not a lot, but a few) of Windows 10 users who uninstalled Avast Internet Security to fix all their problems with lag.

I don’t want to uninstall Avast IS, so I would like some assistance to determine what I can do to get my performance back to what I expect.

essexboy · 2015-08-28T20:04:32.000Z

When you upgraded to windows 10 did you update Avast at all or did you just leave the previous version installed ?

For info I have AIS on windows 10

Download Avast Uninstall Utility to your Desktop.
Download the correct version of Avast
Avast Free
Avast Pro
Avast Internet Security
Avast Premier
Disconnect from the net
Uninstall Avast via control panel

[]Run the uninstall tool and accept the reboot to safe mode
[]Once complete reboot your system
[*]Reinstall Avast

system · 2015-08-28T20:06:50.000Z

No, I did not install a newer version of AIS, but I’ll try this now.

Thanks for the advice.

essexboy · 2015-08-28T20:09:06.000Z

As I say I have no problems with my system, although when I first installed 10 it did turn off Avast firewall for some reason

system · 2015-08-28T21:25:38.000Z

Thanks for the advice, but sadly it didn’t work.

essexboy · 2015-08-28T21:37:19.000Z

How are firewall rules set up ? Are you allowing sharing and friends ?

system · 2015-08-28T22:11:40.000Z

Sharing and Friends were turned off, but turning them on didn’t fix it either. After re-installing, there is only one Network Profile and one Friend on the list. Any others I had were from my last apartment and are invalid now anyway.

To be clear, I moved over a year ago, and have not had any issues until I upgraded to Windows 10 earlier this month.

essexboy · 2015-08-29T09:28:02.000Z

Did you generate a support package ? https://www.avast.com/en-gb/faq.php?article=AVKB33

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