I had the same problem as the one explained in this thread: https://community.norton.com/en/forums/norton-360-vpn-ipv6-support-misleading
When I turned on Norton VPN, the Norton app was reporting a changed IP address and claiming that i 'was protected'. However when I searched in Google for "whatismyipaddress' it was reporting my own IP address instead of the Norton one, i.e. my public IP address had not changed even though Norton claimed that it had.
The conflict is with IPv6 addresses - Norton does not 'hide' an IPv6 address. This weakness has been around for a while now so I am surprised it has not been fixed.
I solved the problem by disabling IPv6: https://answers.uillinois.edu/uis/page.php?id=99981