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Kudos0

Trying to buy NIS - appalling service - can you help please?

Hi. I didn't renew my subscription last year; I was 'bullied' by some Microsoft Community MVPs who were blaming my NIS for any PC issue I was having. I'd fed back here in the hope that I'd get some support but I didn't - perhaps I was expecting too much.

I bought Bitdefender - highly recommended by lots of experts - but it's been a real pain. So I decided earlier this morning to buy NIS 2018 plus a PC check-up. When I was just about to submit my order, bank info etc in the basket (Cart) we had a power cut & I have only just been able to get back on-line. 

Given that every on-line site I use retain orders in the Cart, I used Live Chat and asked them if my order was still in the Cart - I didn't want to pay twice. The first adviser (Nicole M) was excellent and wrote that she was transferring me to "the Sales Specialist" and that I was next in the queue. 14 minutes later I was still hanging on so I ended the Live Chat. (Only one Sales Specialist?)

I still want to make a prodigal's return but am scared of paying twice. Is there any way that you can escalate my problem please?

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security

Replies

Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

PS I've just realised that you'd need my name. I presume that I could PM this to a Moderator?

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Accepted Solution
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

You might check your Norton Account to see if you have a valid subscription for a Norton product. You also could check your Order History while looking at your account.

You could also try chat again at a different time of day. Some times are busier than others.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

From memory, my Norton Account was a separate icon, Peter. I haven't got one now so I'm assuming that my two attempts at ordering failed. Thank you - I shall start again.

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

Hi both. I've hit a snag - my email address has been rejected because it already exists - for this forum! Is there a workaround please? I really don't like having other emails addresses.

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

PS I didn't receive an email notification for your replies - are they still sent? If not, does the community still need my email address?

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

Um, does your credit card (payment method) show recent Norton activity ?

R U able to Sign In https://my.norton.com/ ?

Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

Taffy_078:

PS I didn't receive an email notification for your replies - are they still sent? If not, does the community still need my email address?

Have you changed your email address since you originally had your Norton Account set up?

Were are you getting the message about your email address? Are you able to log into your Account at   https://my.norton.com

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

Hi both. I was getting the "your email address is already in use" during try to buy it. Strangely though, it was accepted this time. Bitdefender was a pain - with five component parts, it wouldn't let me continue despite my hitting "skip this" (remove Bitdefender) and I was then timed out. Restarted installation and all OK. Just one final query, I ordered the tune-up, which has to be activated within 30 days but it's a USA phone number: Can I cancel it? I can't find any link.

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

Did you try calling the number? Usually for Canada and US you dial a 1 before the number.

If you paid extra for that service, you can contact Support and ask them for a refund.   www.norton.com/contactcs

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

The Vault and Norton toolbar installed OK in IE11 after the usual prompts but there were no such prompts in Edge. Is there any way that I can get the Norton Toolbar (& vault of course) up & running please?

PS  I spent an hour on Live Chat - they confirmed that the PC Tune-up is only available in the USA/Canada. Then when I asked them for a refund they said I've have to ring Norton UK. Problems on landline so I used my mobile to ring them. I asked them for the UK landline number so I could ring them at a more convenient time, and lower cost. When I said that there was an 0-800 number on the web he said it was a scam. Then he put me through to somewhere - American accent. After hanging on for 6 minutes I ended the call. My mobile phone cost was already probably more that the £8.32 I paid them for the PC tune-up. I hate being ripped off! 

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

The toolbar is no longer used in the new browser extensions. This is because the browser developers made changes in their browsers for security reasons. The functions are still there but as individual icons that are displayed on the address bar of the browser. IE is the only browser that still will allow the toolbar, but it also seems to be getting phased out by the Edge browser.

Here is a thread explaining the changes and reasons for those changes.   https://community.norton.com/en/forums/update-norton-identity-safe-chang...

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

Thank you Peter - some of the replies in that thread are "interesting", if that's the right word!

I realise now why I have no Norton toolbar using Edge but I still don't see the Vault icon nor any link to get to it anywhere. I must be missing something obvious.

Ah - I clicked on the only Norton icon showing - the link to Norton Security. Went to Vault and appeared to have installed it from the Store. Still no icon anywhere - I didn't see this screen though:

NB As I was finishing this reply, up popped a message about my Norton safe so I might have finally got there. 

I'll check later and get back.

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

Good News:  I have the Vault installed in EdgeBad New: When I click on it, it demands my Vault password and when I try to do that it take me here:

which means that I can't get to the Vault using Edge. I had to open IE11 to post this reply.

Any ideas please?

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

and to make it worse the Norton Vault icon is replacing the 'eye' on every website I'm visiting where a password is required so I've no idea whether or not I'm typing in the correct password. *** This plus the ServerErrorHeader problem above means that I now have to use IE11 and hope that there's no "long-running script" problems with it.

*** We're buying lots more on the internet and none of the new sites will have had the password saved anywhere (except on paper).



Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

One of your images shows a version number 2.2.0.79. The current version of the ID Safe extension for Edge I have installed is 5.3.4.3. Try uninstalling the extension, then get the latest version from the extension store for Edge. This may be causing the rest of the issues you are seeing.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

I've never had a problem buying Norton software from Amazon

Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

@natey2 - this has nothing to do with Amazon, 

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

Thank you Peter. How do I uninstall the Safe extension for Edge, please?

I did check here - my NS is the latest version but no mention of the Safe extension for Edge. I ran Norton Autofix - no issues per this

so I clicked on 'Open Support Website' and got this


Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

The Norton features are now browser extensions. In Edge, click on the three dots at the right side of the address bar, and click extensions. Find the extension you want to remove and click the gear icon beside it. From there you can uninstall.  You can see the Uninstall button in your image above.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

Hello Peter.

The fact that the Vault icon now appears in and obliterates anything I try to log into (as shown in my 14th June reply) means that I've no idea of what I'm typing. For existing passwords that's not so much a problem - either I get logged in or I don't but for creating new passwords, it just blocks what I'm try to do. How can I uninstall the Vault/Identity Safe, please?

PS I hope you get to see this - in some forums anything posted after a thread is marked as Answered doesn't reach the participants. If this seems to be the case, I'll repost the above as a new thread.

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Trying to buy NIS - appalling service - can you help please?

I got the message. This forum does not block notifications after a solution.

If you have already uninstalled the ID Safe extension in your browsers, you should no longer see those icons. Check that you have not installed ID Safe on any browsers on your system. 

FWIW, I have the extensions installed but disabled and do not see any ID Safe icons/prompts.

Things happen. Export/Backup your Norton Password Manager data.

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