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Posted: 16-Feb-2022 | 11:23AM · 25 Replies · Permalink
When I turn on my VPN on My Norton 360, it disconnects me from my internet. It worked for 6 months & now it doesn't. Both computers I have it installed on is doing the knock off. I've rebooted, no fix. There is no seperate reboot for the VPN in my software. I am ready to trash Norton forever & go with a competitor. ACK! Anybody have a phone # to talk to tech support????
Posted: 16-Feb-2022 | 11:40AM · Edited: 16-Feb-2022 | 11:43AM · Permalink
~ regarding Chat Support
Contact Norton Support -> Member Services and Support
Please try clearing browser cookies n' cache.
Please try allowing all Norton pages cookies/ads/scripts/frames/trackers/content.
Please try allowing all Norton pages content that may be blocked by browser extensions or built-in browser protections.
Please try Norton Secure VPN off - before and after machine restart -
Please Restart (not Shut down) machine -
Please try Contact Norton Support -
as my test: Contact Norton Support -
I click'd "Manage my account" -> "Something else" and type'd "Live Agent" until ChatBot Kate reply: "transferring you to a specialist for further assistance".
Posted: 16-Feb-2022 | 11:40AM · Edited: 16-Feb-2022 | 11:44AM · Permalink
~ regarding Phone Support
Please share your geo-location/country. Maybe, I can post Norton Support phone number, if you want?
Are you United States?
Contact Norton Support -> Member Services and Support
Posted: 16-Feb-2022 | 12:07PM · Permalink
"My topic is not listed here" & "I still need help" goes nowhere when I click on them. Dead end! I use Mozilla Firefox browser. I will not use Edge or IE
Posted: 16-Feb-2022 | 12:13PM · Edited: 16-Feb-2022 | 12:14PM · Permalink
Please try clearing browser cookies n' cache.
Please try allowing all Norton pages content -> allow all cookies/ads/scripts/frames/trackers.
Please try allowing all Norton pages content that may be blocked by browser extension/s or built-in browser protection/s.
Posted: 16-Feb-2022 | 12:17PM · Edited: 16-Feb-2022 | 12:27PM · Permalink
Carole C:"My topic is not listed here" & "I still need help" goes nowhere when I click on them. Dead end! I use Mozilla Firefox browser. I will not use Edge or IE
What's the URL in the Firefox address bar?
Please Sign In before trying Support.
Norton Support pages seem to display differently from Firefox....for me.
Please, what is the Norton Suppot page URL in the Firefox address bar?
Turn off Firefox Enhanced Tracking Protection (or whitelist support.norton.com & my.norton.com).
Turn off any ads blocker / scripts blocker / tracking blocker / etc.
Allow all Norton cookies (1st & 3rd party).
Turn VPN Off.
Posted: 17-Feb-2022 | 7:15AM · Edited: 17-Feb-2022 | 7:52AM · Permalink
Carole C:"My topic is not listed here" & "I still need help" goes nowhere when I click on them. Dead end! I use Mozilla Firefox browser. I will not use Edge or IE
Did you note in bjm_'s post that they entered "Live Agent" after the something else? That should get you out of the chat bot.
Also be sure you disable any ad blocker extensions in your browser when trying to access chat.
Posted: 17-Feb-2022 | 10:26AM · Permalink
Yes, I did all of the above & it has fixed nothing. When I turn on VPN it states"your connection is protected" but on my network icon on the task bar, it states "no internet access"
Posted: 17-Feb-2022 | 1:15PM · Permalink
Is this what you are seeing?
If so, have you actually checked your internet connection? From my image what is shown is that the wifi connection from my router is being replaced by the VPN connection. This is normal. It is just the way Windows is reporting which network connection is the last link between your computer and the internet.
Posted: 18-Feb-2022 | 2:30PM · Permalink
Yep, thank you. I figured it out about the same time you did.
Posted: 19-Feb-2022 | 1:53PM · Edited: 19-Feb-2022 | 2:12PM · Permalink
That is not quite my problem. Anytime Norton VPN closes, a short time later I get "Refused to connect" and Chrome comes to a screeching halt. My solution is to unpluge my router and pluge it in again. Chrome picks up where it left off again.
Norton 360 VPN starts and runs ok but doesn't cleanup after it self in the router when closing. Whenever the router goes to use that stack it is corrupt and generates the Refused/Failure to connect. I have spent over 7 hours with the support center. Nobody seem to know anything about routers. This problem is reproduceable. I'm surprised no one else has had it.
I have this problem on 2 Windows laptops and 2 Android phones.
Posted: 16-Mar-2022 | 7:18AM · Permalink
There are countless threads about this being posted all over the Norton Community Forum and other Forums "not-Norton." All of the questions asked of the original poster of this thread were a bit silly, with this being a known issue, which can clearly be found by the sheer amount of people who began having this issue with Norton 360's Secure VPN early in either late February 2022 and mostly in early March 2022. This is not a user issue, a user's computer issue, a user's ISP's issue, this is a Norton issue, which they aren't acknowledging, therefore aren't fixing. Please read my experience below - and please search the Norton Community Forum for "Secure VPN" and you'll find out what's going on to all of their Norton 360 paid customers with regard to their Secure VPN. Thanks! :-)
I began having this same exact problem on my windows 10 laptop about a week 1/2 ago. It was working perfect for the past few years and then boom, a week or so ago every single time I turn it on, I have absolutely no connection to the Internet on multiple browsers (I tried multiple browsers). Sometimes, rarely, but sometimes, I do have connection for a minute or 2, but then it cuts it off again. If I shut the secure VPN, I have immediate connection. Last week I had Norton tech support remote into my laptop, he watched me recreate the issue, which of course cut him off, because I lose connection to the Internet, but he was expecting that - I warned him, and then he spent about 15 minutes - 1/2 hour doing a bunch of updates, deletes, reinstalls, etc., and then once we tried it, it worked fine, and I tried various different sites, multiple browsers, multiple sites, etc. But, I knew that on the rare occasion that it does work, it then stops, so I wasn't feeling all that confident. Within minutes of leaving the remote session, the issue started again. My ISP tech support laughed at the thought of it being on their end, since I have immediate connection (and super fast) without Norton Secure VPN turned on, and my ISP allows 3rd party VPN services, including Norton, nothing changed on their end. It's 100% a Norton issue. I was thinking it might be a Windows 10 issue, since I recently had an update - update 2 billion lol, but since there are Mac users experiencing the same issue, then there's no denying that it's a Norton issue.
I'm not happy. I don't like being followed around the Net, I don't like my ISP or DNS showing up on game sites, which they do, so that means they're showing on financial sites and other sites I go to, and I need the Secure VPN service. Additionally, in closing, I pay for a yearly subscription to Norton 360, this is a part of the plan I pay for, which means that something I'm paying for isn't working... and Norton isn't acknowledging this issue at all, and what you don't acknowledge, you don't fix.
Thank you so much for opening this thread, I thought I was losing my mind, I couldn't find anyone else having the issue in the current time, only much older threads. I'm not at all happy that others are experiencing this as well, but I am happy that it's not just me... because now I know it's not my laptop and nothing to do with me on my end. Here's hoping that Norton acknowledges and fixes this sometime soon. My renewal is in a few months and if they don't fix it, while I do love Norton over nearly all others, I won't be renewing if this part of my purchase isn't working anymore, which currently it is not - I have to go online with it shut all day, every day, or I can't get online at all... or I can for a second and then BOOM lost connection until I shut it.
Norton Tech Support - we're calling for you, and whatever you think might fix it (as the tech did when remoted into my laptop) is not the fix, there's a bug in the programming that needs to be fixed.
Posted: 17-Mar-2022 | 7:59AM · Permalink
Anxiously awaiting a Norton fix. This just started last month with Norton's latest s/w update. I don't have this problem with Cisco VPN; so, why should I continue to pay for Norton VPN? Can a Norton employee actually acknowledge that Norton has a bug to fix?
Posted: 17-Mar-2022 | 2:12PM · Permalink
@GRod41 - you so shouldn't! If I had a Cisco VPN I absolutely wouldn't be paying for a Norton VPN. Most of us are Norton 360 customers and it comes with that 360 package, so we pay for Norton 360, which just so happens to come with the VPN and/or are paying for Norton 360 because it also comes with the VPN. If I had a stand-alone Norton VPN as it sounds like you do, I wouldn't hesitate to end my subscription and utilize the Cisco VPN. Near all things Cisco work well. You're one of the first users who saw this beginning last month. There's only a very small handful of users/customers who began experiencing this last month - most people began experiencing it over the past week or 2.
Posted: 22-Mar-2022 | 5:16AM · Permalink
I left a message in another thread about this issue and I can't open a number of sites unless I turn off the VPN and lately I get kicked off the internet...I'm wondering if it's all because of changes Norton has had to do for W11...I have W10 and can't upgrade to W10 because my PC doesn't meet the requirements...I'm hoping Norton soon finds a fix for this.
Posted: 29-Mar-2022 | 7:15AM · Permalink
@Carole C, may I ask why you prefer the Mozilla Firefox browser. I have this browser installed on my HP Laptop, however, have never really used it much since installing it. I installed it upon the recommendation of a good friend who has since passed away :( As for Chrome, I have had a lot of problems with Chrome in the last 4 months before the beginning of this year 2022. Many people have told me the same thing. Charmaine
Posted: 29-Mar-2022 | 7:24AM · Permalink
I have Norton 360 with VPN and started getting kicked off the internet about a month ago or so and having the VPN turned on, also screwed up my Chrome. How I was able to rectify this, I turned off the VPN and am careful when online.
Posted: 29-Mar-2022 | 8:46AM · Permalink
What I did is go to the VPN settings and turned on auto VPN instead of auto connect and when you look at this in the settings the VPN will automatically turn on for sites that it figures should have the VPN turned on...I checked after I did this and one time it did turn on automatically so I know that the setting works...I have one particular site I go to once in a will were I have to turn off the VPN if it did automatically come on at some point because the site I go to gives me messages that I can't get on the site because of the way it's set up for security and it tells me I'm to check my firewall as well as other things, but this only happens once in a while now because of the setting changes where as before with the auto connect it happened all the time...as well by changing to auto VPN I no longer have a problem getting kicked off the internet.
Posted: 29-Mar-2022 | 9:03AM · Permalink
I've been using Firefox for a number of years now and started using it when I had Windows 9 and I've never had any problems with it and they keep up with changes made by people like Norton and I like all their settings as well...I'm now using W10 and my laptop is only a few years old but I can't go to W11 because my laptop doesn't meet all the requirements and when I got my laptop with W10 the Firefox was seamless going from W9...Firefox is so much easier to work with.
Posted: 29-Mar-2022 | 9:25AM · Permalink
I also have Windows 10 and am also unable to upgrade to Windows 11, because my laptop does not meet all the requirements. I have had my HP Laptop now for about 10 years approx. I have Firefox installed on it and will have to try it out sometime. Thank you for letting me know what it is like and also about the VPN settings.
Posted: 02-Apr-2022 | 3:02AM · Edited: 02-Apr-2022 | 3:03AM · Permalink
I experienced the issue and I didn't know it and realized it this morning. After reading comments like yours and others, I'm convinced it's not my wifi or phone. On the computer I haven't noticed the issue yet and I was on it yesterday. The only peeve I have is Hulu TV will not play with VPN on. To get the VPN on the phone again I had to manually start in My Norton. I'll do it that way for now. Hopefully Norton is paying attention and is doing something about it in the meantime.
Posted: 07-Apr-2022 | 3:34PM · Permalink
I think Norton may have solved the VPN problems...there was a patch I downloaded yesterday and so far so good...as well Firefox has just had an update with more protection on the internet.
Posted: 08-Apr-2022 | 6:40AM · Permalink
while, I stand corrected...yesterday all was okay but today it started again so I'll shut off the auto connect VPN and go to the settings and set the VPN only to come on when it needs to.
Re: Norton 360 VPN knocking me off my internet
Posted: 17-Feb-2022 | 1:15PM · Permalink
Is this what you are seeing?
If so, have you actually checked your internet connection? From my image what is shown is that the wifi connection from my router is being replaced by the VPN connection. This is normal. It is just the way Windows is reporting which network connection is the last link between your computer and the internet.