Norton Anti-Theft

[frogwart]

I contacted Norton more than a week ago because I had purchased Norton Anti theft and the location it was giving me was not my address or where I was located.  I accessed the program and it says I am in Rushville Indiana and not here in Mitchell INdiana, about 80 miles away.  I was routed thru 3 different levels of technicians and ended up with the advanced group that promised to take care of this problem and call me within a week.  It has been longer than that.  Can you help me? I can't seem to find anyone at Norton that cares.  What good is the program if it doesn't know where my computer is? 

[Andmike]

Hi frogwart.

Welcome to the Community!

Sorry to hear that you are having problems and even more sorry to hear that Norton support seem to have left you hanging.  Hopefully we will be a little more caring here!

You do not mention what sort of device you have.  It might be helpful for us to know, e.g. is it a desktop. laptop, tablet?

There has been a fair amount of discussion here as to the accuracy of the fixes.  You may like to look at this post by JoeK a Norton Employee or even browse through the thread it is in.  That may give you some ideas/help. 

You ask what good is the program if it does not know where your computer is...  Well it does have other features.  The ability to lock the device and to take Sneak Peek photos can also be helpful.  Have you tried either of these features?  It might be an idea to try one or both to get some idea if there is a general problem with NAT and your device or if it is just an issue with location accuracy.

Some question, the answers to which, may help us get to the bottom of your poor location issue...........

When you try and locate the device does NAT say that it is on-line or off-line?  What location frequency have you got set?  If you look back through the location history is the location static and always 80 miles out or does it vary?

Does your "device" have GPS and if so is it enabled.

Do you use Wi-Fi and if so is it live when you try to locate the device or if not how are you connecting to the internet?

I look forward to hearing back from you.

P.S.  If you really are unhappy with the product Norton offer what in my opinion is a very good refund policy.  If you contact them within 60 days of purchase they will give a full refund! So there appears to be no rush for you to give up on this - yet.

[frogwart]

Thanks for the reply.

My device is a HP model dv7-6b78us laptop, purchased about a month ago at Office Depot.

I am connected by wireless router by Cisco so it's live when I try to locate it.

I don't know if the laptop has a gps but it wasn't listed as a selling point. 

I'll be hoping to hear from you again  and if you have contact with the engineering Team about ID 02393895 tell them I am still waiting.   Thanks, Harrison..

[Andmike]

Hi frogwart.

Thanks for the info on your device.

As I am not a member of Norton staff I cannot use the number you posted (I assume it is your case number) however Norton staff reading this may take it up.

It would appear that your device does not have GPS but it does have a camera so I suggest that you try "sneak peek" and see if that works.

You may also like to find out where your internet service provider is based as what Norton may be picking up is where your traffic enters the internet, and that may be your service provider.  Have you looked at the history of your location and its accuracy?

[erik_carlstrom]

For devices that don't have GPS inbedded we rely on looking up your connections MAC address.  If the router isn't already categorized, then your location won't be very accurate.  You do mention a case number where your informaiton was submitted.  Keep in mind that there are quite a few routers around and it can take time getting to your particular submission.  How long ago was the submission?  

[frogwart]

Early last week, I think it was Tuesday March 6.

[frogwart]

Sneek peek works, took a picture of me still wondering if I paid my money for nothing.  I do appreciate your replies it's very kind of you to take the time.

[erik_carlstrom]

The submission can take several weeks.  I know it's not ideal, but we are working finding ways of speeding this up in the future.  

[Andmike]

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frogwart said:

Sneek peek works, took a picture of me still wondering if I paid my money for nothing.  I do appreciate your replies it's very kind of you to take the time.

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I'm glad that works now we know that the connection is good and the issue is really down to tracking your machine.  Now that Erik is on the case I think it best if I leave you in his very capable hands.

Good luck.