Contact ExpressVPN Support if you need help.
Vous ne voulez pas lire cette page ?
Discuter avec un humain
Important: If you are located in a country with a high level of internet censorship, contact the ExpressVPN Support Team for immediate assistance. If you are using ExpressVPN manual configurations, we recommend switching to use the ExpressVPN app for optimized performance.

This guide will show you how to resolve slow internet issues when connected to the ExpressVPN app.

Different online use cases require different internet speeds and bandwidths. Generally speaking, web browsing or email requires only 5 to 10 Mbps (Megabits per second). Streaming, online gaming, and downloads require faster internet speeds, depending on the type of streaming and the number of devices connected on the same network.

Online useAcceptable internet speeds
HD (high-definition) streaming, online gaming, downloading, only a few devices on the same network10 to 25 Mbps
Full HD (high-definition) streaming, online gaming, downloading, many devices on the same network25 to 40 Mbps
Ultra HD (high-definition) streaming, online gaming, downloading, a large number of devices on the same network40 and higher Mbps

If your internet speed is slow or does not meet your expectations, the reason could be:

  • Your chosen VPN server location is far from your physical location
  • Suboptimal interconnectivity between the VPN and your internet service provider
  • Slow internet connection speed at your location
  • Your internet connection type (wired connections are more reliable than wireless connections)
  • Your device type (e.g., mobile and laptop) and processing power

Troubleshooting steps

Follow the troubleshooting steps below to resolve your speed issue. After each step, check if the issue is fixed. If the issue is fixed, you can skip the rest of the steps.

  1. Download the latest version of ExpressVPN
  2. Connect to a different VPN server location
  3. Change your VPN protocol
  4. Contact the ExpressVPN Support Team

1. Download the latest version of ExpressVPN

Check whether you are using the latest version of the ExpressVPN app. If not, download the latest app version.

Set up your ExpressVPN app:

Need help? Contact the ExpressVPN Support Team for immediate assistance.

Back to top


2. Connect to a different VPN server location

Connect to a different VPN server location on the Recommended server location list.

Connect to a different server location for the…

If you notice your internet speed is faster after connecting to a different VPN server location, there may be a temporary issue with the server location you were previously trying to connect to. Contact the ExpressVPN Support Team about the issue and use other VPN server locations in the meantime.

Need help? Contact the ExpressVPN Support Team for immediate assistance.

Back to top


3. Change your VPN protocol

VPN protocols are the methods by which your device connects to a VPN server.

For the best experience, ExpressVPN recommends using the Automatic protocol option, which is selected by default.

If you are unable to connect to ExpressVPN with the Automatic protocol, try the other protocols in the following order (if available):

  1. Lightway – TCP
  2. Lightway – UDP
  3. OpenVPN – TCP
  4. OpenVPN – UDP
  5. IKEv2
  6. L2TP/IPsec
Important: L2TP/IPSec provides weak security benefits and should only be used for anonymization or changing locations. ExpressVPN does not recommend using L2TP/IPSec unless absolutely necessary.

How to change the protocol for the…

Need help? Contact the ExpressVPN Support Team for immediate assistance.

Back to top


4. Contact the ExpressVPN Support Team

If you have tried all the steps above but your internet speed is still slow, contact the ExpressVPN Support Team for immediate assistance.

You can also submit your diagnostic information, which may reveal the cause of your connection issue, through the ExpressVPN app. The ExpressVPN Support Team will contact you after receiving your information.

  1. Click Menu icon. > Help & Support > Diagnostic Information.
  2. Click Contact Support.
  3. In the text box, provide information on the issue you are having.
  4. Check the box next to Include details about recent connection errors or Include diagnostic information.
  5. Click Send to Support.
  6. Wait for a response from the ExpressVPN Support Team via email.

  1. Tap Menu icon. > Help & Support. (For app v10.16.0, tap Help.)
  2. Tap Email us.
  3. In the text box, provide information on the issue you are having.
  4. Toggle Include diagnostic information on.
  5. Tap Send icon.
  6. Wait for a response from the ExpressVPN Support Team via email.

  1. Tap Help > Email us.
  2. In the text box, provide information on the issue you are having.
  3. Toggle Include diagnostic information on.
  4. Tap Submit.
  5. Wait for a response from the ExpressVPN Support Team via email.

  1. In Terminal, run the following command: expressvpn diagnostic
  2. Copy the diagnostic information.
  3. Paste the information in the ExpressVPN Support Chat.

  1. Sign in to the ExpressVPN router dashboard.
  2. Select Help & Support > Diagnostic Information.
  3. Select Download All Logs.
  4. Send the diagnostic information in the ExpressVPN Support Chat.

Need help? Contact the ExpressVPN Support Team for immediate assistance.

Back to top

Cet article vous a-t-il été utile ?

We're sorry to hear that. Let us know how we can improve.

What device do you need help with?

Examples: Android, Windows, Linksys router

A member of our Support Team will follow up on your issue.