Solved.
Kudos0

No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 12:30AM · 31 Replies ·

The problem has been identified:

My account and license does not show Secure VPN.

All Norton 360 subscriptions have this included.

No need to troubleshoot, reinstall, look around my computer. You can’t download or install something that is not there.

I've asked Norton to either add VPN to my account or issue me a new license.

Nothing happens, and support cases are not followed up.

Any suggestions how to move forward?

Using Windows 10 and iOS.

File Attachment: 
Image icon mynorton_360.png
Accepted Solution
Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Dec-2023 | 8:46AM · Permalink

I do not expect forum users or an admin to be responsible for resolving logged customer support cases.

That is the job of Norton Support. link

View Accepted Solution in Context

Replies

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 4:14AM · Permalink

If you really have Norton 360, then the VPN should be there... Are you viewing in Classic view? Then press More Norton and you will get to the 360 interface, might need to scroll down to see Secure VPN. If you still don't see it try signing out and back in and Live Update.

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 4:31AM · Edited: 09-Nov-2023 | 4:37AM · Permalink

Thanks. See attached screenshot above.

Secure VPN is not in my license, it has nothing to do with Live update, login or the program interface.

On my.norton.com/extspa/dashboard VPN is listed as a purchase option.

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 4:51AM · Edited: 09-Nov-2023 | 5:08AM · Permalink

Community cannot see your posted screenshot.
Community cannot Sign In to your Norton account. 

Please review: How to post an image in the forums
https://community.norton.com/en/forums/how-post-image-forums-0

Respectfully, are you viewing My Norton window or Classic view?

Switch between the My Norton window and Classic view

If your subscription includes Norton Secure VPN but you cannot access the feature, your Norton product is in the classic view. Access to certain features is available only through the My Norton window. In such cases, you may have to switch between the My Norton window and the classic view.

https://support.norton.com/sp/en/us/home/current/solutions/v135516915

Please share your geo-location/country?
Please share where you purchased your Norton 360 Deluxe Plus subscription? 

Respectfully, my Norton account dashboard has a Secure VPN Download tile. 

https://my.norton.com/extspa/dashboard/Home


Note: my Norton 360 Deluxe - My Norton window includes Secure VPN. 


Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 5:12AM · Edited: 09-Nov-2023 | 5:18AM · Permalink

Edvard:

Thanks. See attached screenshot above.
Secure VPN is not in my license, it has nothing to do with Live update, login or the program interface.
On my.norton.com/extspa/dashboard VPN is listed as a purchase option.

Sorry, Community cannot see your attached screenshot.
Norton 360 features and entitlements may vary by location. 
I'm curious where Norton 360 Deluxe subscription does not include Norton Secure VPN.  
Please share your geo-location/country?
Please share where you acquired Norton 360 Deluxe Plus subscription?
Thank you

Nothing happens, and support cases are not followed up.

Do you have support case/s ID?
Do you have support Chat session transcript?  

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 5:15AM · Permalink

> Community cannot see your posted screenshot.
> Community cannot Sign In to your Norton account. 

Well, I'm able to view the file attachment in my first post without being logged into Norton.com

and in Private mode, so the problem is on your side.

> Respectfully, are you viewing My Norton window or Classic view?

I understand the difference. I'm not in classic view.

> Please share your geo-location/country?

Current location is Bangkok, Thailand.

> Please share where you purchased your Norton 360 Deluxe Plus subscription? 

It's an ongoing subscription, since 2009. Home country and site language is Norway.

> Respectfully, my Norton account dashboard has a Secure VPN Download tile. 

Mine does not.

> Note: my Norton 360 Deluxe - My Norton window includes Secure VPN. 

Mine does not.

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 5:21AM · Edited: 09-Nov-2023 | 5:23AM · Permalink

Ahh....my bad!
I missed attach pic in your opening post.
I was reading from @Nathan Peeters message. 

Home country and site language is Norway.
Current location is Bangkok, Thailand.

Hmm....first time looking for product page Bangkok, Thailand.
Hmm...is your license geo-locked to Norway? 

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 5:25AM · Edited: 09-Nov-2023 | 5:26AM · Permalink

Secure VPN is included in all Norton 360 plans for both Norway and Asia.

https://no.norton.com/

https://asia.norton.com/

> Hmm...is your license geo-locked to Norway? 

Got no idea what you are talking about.

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 5:26AM · Edited: 09-Nov-2023 | 5:29AM · Permalink

Norton Secure VPN is now available in Thailand, The Philippines, Vietnam and Indonesia in this region.
Norton Secure VPN is currently not available in Cambodia.

https://asia.norton.com/products/norton-360-deluxe 

> Hmm...is your license geo-locked to Norway? 
Got no idea what you are talking about.

 Did you purchase license in Norway? 
Like my license is geo-locked to United States.  My license will not work in Norway. 

Apparently, Norton Secure VPN is now available in Thailand.
So, issue is license?  

And Norton Support is not helping? 

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 5:32AM · Edited: 09-Nov-2023 | 5:34AM · Permalink

I've asked Norton to either add VPN to my account or issue me a new license.

Nothing happens, and support cases are not followed up.

Any suggestions how to move forward?

We'll try to call attention:
I'm sorry...Norton support was unwilling to issue new license.   

all Community can do is try to call attention:

I'm head scratching how/when you came to have a license sans Norton Secure VPN. 

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 5:34AM · Edited: 09-Nov-2023 | 5:56AM · Permalink

Norton support is abysmal and totally useless. 

Tier 1 support has no intelligence and when case escalated, no one gets back to me.

Clearly the issue is the license/account, as I explained in original post.

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 6:08AM · Edited: 09-Nov-2023 | 6:23AM · Permalink

Edvard:

Norton support is abysmal and totally useless. 
Tier 1 support has no intelligence and when case escalated, no one gets back to me.
Clearly the issue is the license/account, as I explained in original post.

Yes, you explained and then we (me) assumed you were looking at Classic. 
We hear can't find Secure VPN a lot more than we hear ain't no darn VPN issue. 
Sorry! 
Regards w Respect

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 7:09AM · Edited: 09-Nov-2023 | 7:25AM · Permalink

@Edvard
Respectfully, may I inquire.
Your OP screenshot = 2 of 5 licenses used.  So, Norton 360 Deluxe - 5 PCs, Macs, tablets, or mobiles.  

Was Norton 360 Deluxe Plus from Norton eStore - Norway?
I'm not finding Norton 360 Deluxe Plus. 
https://no.norton.com/

I'm not finding Norton 360 Deluxe Plus with renewal pricing?
https://no.norton.com/pricing

Was Norton 360 Deluxe Plus from Norton eStore - Asia?

I'm not finding Norton 360 Deluxe Plus. 
https://asia.norton.com/

I'm not finding Norton 360 Deluxe Plus with renewal pricing?
https://asia.norton.com/pricing

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 8:28AM · Permalink

Payment for 2023 was called “Subscription Renewal (1 Year Subscription)”

at USD 59.99 for 1 year.

Payment done to: NortonLifeLock Singapore Pte. Ltd.

That is a higher price than shown on both the Norway and Singapore website for Norton 360 Deluxe.

Invoice from Norton does not even name the product purchased.

Is this some Norton renewal scam?

File Attachment: 
PDF icon Norton_360.pdf
Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 9:17AM · Edited: 09-Nov-2023 | 9:20AM · Permalink

 Edvard:
Payment done to: NortonLifeLock Singapore Pte. Ltd.
Invoice from Norton does not even name the product purchased.

Sorry, Invoice is behind your account.  Community does not need to see. 
Just curious where/how you came to Norton 360 Deluxe Plus sans Secure VPN.  
https://sg.norton.com/

Edvard:
Is this some Norton renewal scam?
File Attachment:  Norton_360.pdf

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 9:41AM · Edited: 09-Nov-2023 | 9:45AM · Permalink

Unsure. I’ve had an automatic renewal setup via PayPal for a long time.

Payment has been going to NortonLifeLock Singapore since 2016.

Product was called Norton Internet Security in 2020.

The reason I thought about the VPN function recently, is because I’m not renewing my normal VPN provider.

My plan has 100 GB cloud storage that I have no need for, as I use Dropbox.

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 10:51AM · Edited: 09-Nov-2023 | 11:00AM · Permalink

Edvard:
Payment has been going to NortonLifeLock Singapore since 2016.

Wonder if NortonLifeLock Singapore is a Norton reseller/partner/payment processor or a Norton/NortonLifeLock/Gen subsidiary? 

Edvard:
My plan has 100 GB cloud storage

Yes, Deluxe Plus probably denotes 100 GB storage vs Deluxe 50 GB.

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 11:10AM · Edited: 09-Nov-2023 | 11:13AM · Permalink

NortonLifeLock Singapore is the license provider and contract entity for APAC, ex-Japan.

https://www.nortonlifelock.com/sg/en/legal/license-services-agreement/

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Nov-2023 | 11:40AM · Edited: 09-Nov-2023 | 11:46AM · Permalink

Edvard:

NortonLifeLock Singapore is the license provider and contract entity for APAC, ex-Japan.
https://www.nortonlifelock.com/sg/en/legal/license-services-agreement/

Okay...Yes. 
I thought NortonLifeLock Singapore Pte Ltd sounded legit/familiar.  I seldom read APJ_EN legalese. 

b. Australia, all other Asian Pacific Countries

NortonLifeLock Singapore Pte Ltd
8 Marina Boulevard, #05-02, Marina Bay Financial Centre
Singapore, 018981”

NLOK_LSA_14_July_2023_APJ_EN

https://www.nortonlifelock.com/sg/en/legal/license-services-agreement/ 

Your NLOK_LSA_14_July_2023_APJ_EN Part 3 does not list Secure VPN.  
Maybe, Secure VPN entitlement is recent. 

Norton Secure VPN is now available in Thailand, The Philippines, Vietnam and Indonesia in this region.

https://asia.norton.com/products/norton-360-deluxe 

My GEN_LSA_July_2023_AMS EN Part 3 lists Secure VPN. 
https://www.nortonlifelock.com/us/en/legal/license-services-agreement/

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 10-Nov-2023 | 3:25AM · Permalink

So strange, a 360 without VPN...

If I were you I would call support, or chat, and let them stop your current subscription and give you a Norton 360 deluxe with the same amount of days, no charge. That would provide you with the VPN but you would lose the extra storage.

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 10-Nov-2023 | 3:41AM · Permalink

> If I were you I would call support, or chat, and let them 

Brilliant plan. But I've logged multiple cases.

Norton Support is totally incompetent and unable to provide a solution.

Nothing happens.

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 14-Nov-2023 | 3:24AM · Permalink

As expected, no communication to me from Norton on an active case.

Will I bother contacting support again?

No, I’ve removed automatic renewal and the payment details saved.

So, if I decide to continue with this product, I can purchase another license.

What a total fail and evidence that this Community Forum is of zero help.

Kudos1 Stats

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 14-Nov-2023 | 5:04AM · Edited: 14-Nov-2023 | 5:17AM · Permalink

I hear ya'.  

Even if Norton does not want to issue you a new license (with VPN) because:

  • your current subscription purchase was before VPN was an entitlement in Thailand.
  • if we add VPN for you, we'll have to add VPN for every user.
  • your next term will include VPN entitlement. 
  • other
  • Not all services are available in all countries. If there is a conflict or inconsistency between Part 2 - General Terms and any Service Specific Terms, the Service Specific Terms will govern and apply.

Norton needs to communicate with you.  
I'm sorry.  
Regards w Respect

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 23-Nov-2023 | 5:25AM · Permalink

Hi @Edvard,

I have sent you a private message requesting additional information. Could you please check your inbox when you get a chance? Thanks. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Gen Digital
Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 30-Nov-2023 | 2:54PM · Permalink

So, do you all think that the Admin could elevate or solve this issue?

Of course not, he's as useless as the rest Norton Support.

One week ago I replied to him:

//

Hi Gayathri!

I'm certainly not interested in you trying to troubleshoot. 

The issue has been defined clearly: My licence has no VPN.

No point in asking for screenshot, settings, device name etc.

Jesus you guys are inefficient.

//

Nothing happens, as usual.

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 30-Nov-2023 | 5:14PM · Permalink

Not knowing just what information was requested, if that was the reply you sent Gayathri, she cannot help. I would guess that as the information was requested by PM, personal information like the email address associated with your Norton account, or maybe your product key was part of the request. Using that information, Gayathri would have been able to look at your account and the products associated with your account. Using that information she could have determined if you were given the wrong product key for your product. This could be why no VPN is showing on your installed product. There is no one in these forums that have access to this information other than Norton employees like Gayathri. 

If you still want help, you might want to co operate with Gayathri. With the right information, only you can provide, she will be able to determine what is happening with your installed product and get you a resolution.

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 30-Nov-2023 | 5:27PM · Permalink

"I would guess that as the information was requested by PM, personal information like the email address associated with your Norton account, or maybe your product key was part of the request."

No Mr. Guru, the Admin did not ask for my email or product key.

As I mentioned in my reply, a screenshot and device name was asked for.

If insufficient information is given in a response, normally a company pings user back.

You have 6925 Kudos in this shitshow? Good on you.

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 30-Nov-2023 | 6:29PM · Permalink

You came asking for help, and you have had 3 Norton users try to offer assistance. We are just users like you trying to help others from our experience with Norton Products. We have no access to Norton Accounts and subscription information. 

Plus you have a Norton Employee addressing your issue, trying to help. Did you supply the screenshot and device name that was requested? Norton employees can access  your account and use that information to determine what is happening with a subscription issue, such as what you are seeing. If you still want help, that would be the next step. 

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Dec-2023 | 7:15AM · Permalink

One month has passed...

A clearly defined issue with a proposed solution is done nothing about.

Amount of customer support cases with a number opened is 4.

All promised to elevate issue and get back to me. Nothing happened and no case updates were given.

You oldtime Norton fans active here can attempt to be diplomatic and helpful,

but from a paying customer standpoint –  this is abysmal customer service from Norton.

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Dec-2023 | 8:28AM · Permalink

I have to ask again. Did you supply the information that @Gayathri_R requested by PM?

The Norton users that elevated your issue is what brought Gayathri into this thread. As I noted above, if you did not give the information she requested, no one here is going to be able to help you.

Accepted Solution
Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Dec-2023 | 8:46AM · Permalink

I do not expect forum users or an admin to be responsible for resolving logged customer support cases.

That is the job of Norton Support. link

Kudos0

Re: No VPN on my Norton 360 Deluxe Plus account.

Posted: 09-Dec-2023 | 9:45AM · Permalink

The point I am trying to make is that our forum Admin, Gayathri, is a Norton employee that has direct contact with all departments in Norton. Including the subscription department. When users are not able to get satisfaction from the first line support agents, Gayathri is able to contact the right people that can get to the bottom of the issue.

You came here looking for help. And this is the only way we can help you.