This forum thread needs a solution.
Kudos0

Chat support not working?

Posted: 13-Nov-2021 | 2:22PM · 4 Replies ·

I am wondering if others have the same experience with customer support. For several weeks I am trying to connect with the chat support and each time after waiting for hours I am just giving up. There is no response, not even an email follow up (despite asking for it). It's not unique, I have had this for years with Norton but today was really bad. 

For instance today, it says at the beginning "Expected wait time: 3 min (approximately). Submit your information through the form for faster help."

However, I waited for over an hour (on the chat) with my position at the que changing by the minute, up and down. Several times it said "You are at position 1 in the queue" and then "An agent will be with you shortly" only to be changed to position 2 or 3 a few seconds later. After an hour waiting behind my PC I gave up.

I do wonder if people in charge of customer support are aware of this as it's really the worst chat/support experience ever. 

Labels: Subscription

Replies

Kudos0

Re: Chat support not working?

Posted: 13-Nov-2021 | 2:25PM · Edited: 13-Nov-2021 | 2:39PM · Permalink

Community has heard reports (recently) of near impossible to reach Support.  
I've had same (recently) for a few days.  

FWIW ~ my two cents:
If you try Contact Support
Please clear browser cache.
Please allow browser popups/cookies/ads/scripts/frames/trackers/content.
Please turn off VPN. 
Please Sign In to your Norton account before Contact Support. 
Please - what is your geo-location.  I'll try to lookup phone number...if you want.  

FWIW ~ my Nov 10th Chat
https://community.norton.com/en/comment/8515255#comment-8515255 

Kudos0

Re: Chat support not working?

Posted: 07-Dec-2021 | 8:48AM · Permalink

I don't think so. How is the comment about chat not working related to my query concerning the "error updating product" messages?

Recently, every time after starting my PC, I receive a red dialogue box bannered: "Norton LiveUpdate ... Error updating product ... your Norton product is not running". This is new since ~1 month. No significant change to my (W10) PC environment. Please help!

By coincidence I only have 1 more month to go with Norton 360 Deluxe. If this problem remains I shall be forced to change provider (i.e. leave Norton ... which I'd rather not do).

Kudos0

Re: Chat support not working?

Posted: 07-Dec-2021 | 8:55AM · Edited: 07-Dec-2021 | 8:56AM · Permalink

Simon - troubled user:

How is the comment about chat not working related to my query concerning the "error updating product" messages?

Um, opening poster - thread starter message was regarding "Chat".   

Kudos0

Re: Chat support not working?

Posted: 07-Dec-2021 | 9:05AM · Edited: 07-Dec-2021 | 9:15AM · Permalink

Simon - troubled user:

Recently, every time after starting my PC, I receive a red dialogue box bannered: "Norton LiveUpdate ... Error updating product ... your Norton product is not running". This is new since ~1 month. No significant change to my (W10) PC environment.

Error: "Error Applying Patch"
You may receive this error when Norton cannot shut down all the drivers in use to apply the patch. To resolve this problem, restart the computer and run LiveUpdate again.

https://support.norton.com/sp/en/us/home/current/solutions/v74555162 - 11/19/2019

https://community.norton.com/en/forums/error-updating-nis-win-11
https://community.norton.com/en/forums/norton-liveupdate-x-error-updating-product

Have you refreshed your Norton install?
Norton Remove and Reinstall tool -> Advanced Options -> Remove Only
https://support.norton.com/sp/en/us/home/current/solutions/v15972972 - 08/10/2021

Any non-Norton security product/s?
Norton Boot Time Protection...try > Aggressive?

Any external devices plug'd in?
Any bluetooth devices? 

For Norton technical issues please include details for faster assistance from our forum Gurus and contributors:

  • This is a public community. Please DO NOT post any Personally Identifiable Information (PII) such as your email address, product key or phone number
  • Norton product or service name and version
  • Operating system - version / build 
  • Norton error message / error code / screen shot
  • Steps to reproduce issue

https://community.norton.com/en/forums/norton-liveupdate-pop-error-updating-product 

This thread is closed from further comment. Please visit the forum to start a new thread.