08-17-2012 06:36 PM
I cannot connect to internet with Norton 360 running. It worked for couple months but stopped today. Called 800 721 3934 and they tried to help for an hour then tried to transfer to supervisor while placed on hold. Lost 2 hours plus cell phone minutes. Called again without an answer. Tried chat on ipad and wasted four hours while they remotely troubleshooted, no results and still waiting while chat transfers to supervisor, no luck. Have now spent about twelve hours with norton today and still no luck. Tried 877 294 5264 and was just put on hold. Have two case # to prove it. What can I do to speak with someone who knows troubleshooting and is associated with Norton?
08-17-2012 06:45 PM
I'm sorry about your frustrating experience. I'll try to get hold of a Norton Staffer -- Names in Red -- to help on the Support problems but may be we can help with the actual situation if you can give us some more information.
Here's my boilerplate:
What version of Windows are you using including Service Packs and whether 32 bit or 64 bitand whether you installed the Windows Updates that came out on last Tuesday? [I mention that since a number of people I know are having problems of one kind or another.
Also the Name and whether Standard or Premium and Version ID of the Norton product that you are using -- Help or Support / About is where that is, in the format of nn.nn.nn.nnn where n is a number.
If you have the COMCAST version of Norton 360 / Security Suite and not the normal retail version please be sure to tell us.
If you get any error messages please give the exact wording of them as well as any other background that could be helpful.
Please also say what internet browser you are using -- name and version number ... and how you connect to the internet: dial up broadband or ....
08-17-2012 07:00 PM
Will try to answer your questions: Windows Vista; Updates are automatic; ordered Norton 360 v6 on line; wireless modem. Have no troubles with norton 360 v6 uninstalled. Hope this helps
08-17-2012 08:05 PM
Do you now or did you ever have another security software installed on this computer? If you did you need to fully remove it with that product's removal utility