SmallBizGenius Analysis

TunnelBear VPN reviews reveal a mixed bag of experiences, with many users praising its ease of use and adorable interface, while others lament recent changes to the free version and persistent connectivity issues. The VPN service struggles with consistent performance and customer satisfaction, leading to a low Trustpilot score.

Category Breakdown

Scores based on analysis of 96 recent reviews

Free Version Limitations

3.0/10

Many reviewers express disappointment with the recent limitations imposed on the free version, particularly the restriction to "fastest route" and reduced server access. Several users mention switching to alternative free VPN services like ProtonVPN due to TunnelBear's diminished functionality.

25 reviews mention this

Connectivity Issues

2.5/10

A significant number of reviewers report frequent disconnections, inability to connect to specific locations (especially the US), and general unreliability. Some users note that the VPN can interfere with their normal internet connection even when turned off.

20 reviews mention this

Customer Service

3.5/10

Several reviewers criticize TunnelBear's customer service, citing slow response times, generic replies, and unhelpful support. Some users claim they were unable to get their issues resolved despite repeated attempts to contact support.

10 reviews mention this

Ease of Use

4.5/10

Many reviewers appreciate TunnelBear's simple and intuitive interface, making it easy to set up and use, especially for beginners. The adorable design and straightforward functionality are frequently mentioned as positive aspects.

15 reviews mention this

Streaming Issues

2.0/10

Some reviewers report difficulties using TunnelBear to access streaming services like Netflix and BBC iPlayer. Users claim that the VPN is often blocked or too slow for streaming content from other countries.

8 reviews mention this

Speed and Performance

2.8/10

Several reviewers complain about slow connection speeds and decreased performance, making TunnelBear unusable for browsing, streaming, or gaming. Some users note a significant slowdown compared to their normal internet connection.

12 reviews mention this

Pros & Cons

What Customers Love

Easy to use and set up with an adorable interface Mentioned 15x
"The sign up process is both easy and ADORABLE, and you are up and running instantly."
Free version available, providing basic VPN functionality Mentioned 8x
"The basic free product does exactly what it says on the tin."
Good for bypassing censorship in certain regions Mentioned 3x
"I am thankful for the Tunnelbear.They stood by us Iranian people to pass filtering and censorship."
Simple to set up on PCs and mobile devices Mentioned 2x
"Simple to set up on my PCs and mobile devices."
Offers a free trial Mentioned 1x
"Nice VPN. Good speed and many locations. There is free trial."

Common Complaints

Recent limitations on the free version make it nearly useless Mentioned 25x
"Wow, what a great move to "lock" the freeware version on Christmas and leave only "fastest" route which no one sane uses in the first place?"
Frequent disconnections and unreliable connections Mentioned 20x
"Used to be good but last couple of months or so have been awful. System tray icon will show connected but you are not. On main screen again part of it showing connected but 'Error' displayed."
Slow connection speeds Mentioned 12x
"Slow ConnectionSometimes Doesn't Connect The Servers And The Servers Are All Is Almost Have The Same Slow Connection Speed I Test Many Server Speed I Spent a Little Bit of Time To Test It And My Decision Is It's Not Worth It To Spent Any Money For This Vpn"
Poor customer service and unhelpful support Mentioned 10x
"Bad customer service!There's been a bug for quite some time, I've brought it to their attention numerous times but I keep getting the same generic reply that they know and are working on it... This bug has existed for years now."
Difficulties accessing streaming services Mentioned 8x
"You can't use this to stream content from out of the country, even though they claim you can."

Common Questions About Tunnelbear

Answers derived from customer review patterns

Is TunnelBear legit and trustworthy?

While TunnelBear has been a reputable VPN service in the past, recent reviews suggest a decline in its reliability and trustworthiness. Many users report connectivity issues, limitations on the free version, and poor customer service. Some reviewers claim that the VPN interferes with their normal internet connection even when turned off. Therefore, it's crucial to carefully consider these issues before subscribing to TunnelBear.

Based on 45 reviews

Does TunnelBear have good customer service?

Based on the reviews, TunnelBear's customer service receives mostly negative feedback. Many users complain about slow response times, generic replies, and an inability to resolve their issues effectively. Some reviewers state that they have contacted support multiple times without receiving a helpful solution. This suggests that TunnelBear's customer service may not be reliable or responsive.

Based on 10 reviews

Is TunnelBear worth it for small business?

For small businesses, TunnelBear's inconsistent performance and lack of router access may not make it a reliable choice. The frequent disconnections, slow speeds, and limitations on the free version can hinder productivity. Additionally, the negative feedback regarding customer service raises concerns about the level of support available if issues arise. Therefore, small businesses may want to consider alternative VPN solutions with more consistent performance and better customer support.

Based on 25 reviews

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