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Posted: 18-Dec-2021 | 2:03AM · 19 Replies · Permalink
My remaining subscription period hasn't been added on to my new subscription and both the original subscription and the new one are live, I've tried to use the support option to speak to an advisor it goes to the next screen for the number and then reverts back to the start.
Posted: 18-Dec-2021 | 8:35AM · Permalink
If you purchased a new product key and you entered that new key before your old subscription expired, that is how it works. You will lose the remaining time on your subscription if you do not contact Norton Support.
Try the Chat function here.. www.norton.com/chat . When the chat bot starts asking for your input, type 'Agent please'. I have found that is the quickest way to get the chat bots to connect you with an actual agent.
Posted: 19-Dec-2021 | 4:22AM · Permalink
Posted: 19-Dec-2021 | 4:52AM · Permalink
Thanks for you help but I've already tried this with no luck it just redirect you to https://support.norton.com/sp/en/uk/norton-360-premium/current/contact-c... I tried hitting the CHAT NOW button (not that I wanted to use the bot) and nothing happens then I noticed a Note which states "If no window appears after you click the button, you may need to accept cookies in your browser." So in desperation I finally had to amend my cookies to "sites that can always use cookies" with absolutely no effect. All this, hours wasted just because Norton no longer appears to want customers to get support!
Posted: 19-Dec-2021 | 7:47AM · Edited: 19-Dec-2021 | 8:12AM · Permalink
@oneasygeezer & @Sylwia B
~ regarding Chat Support
Please, try allowing all support pages content...allow all cookies, ads, scripts, frames, popups, trackers, etc.
Please, try with VPN off.
Please try Sign In to your Norton account before Contact Support.
Please, try as test, turn off all browser content blocker/s like ads blocker, scripts blockers, tracking prevention, etc.,.. either thru browser extensions or built-in browser features.
as test: Contact Norton Support - Chat - 19-Dec-2021
Please share your geo-location. Maybe, I can post Norton Support phone number, if you want?
Posted: 19-Dec-2021 | 10:28AM · Permalink
Similar issues. Norton asked for money each of the last three months (360 & Utilities Premium the first two times). Today, Premium directed me to Re-activate but it wouldn't take the product key I just paid for last month. I was forced to upgrade to Utilities Ultimate (no difference by the way) for another $50! Now I have two Utilities subscriptions for the same service. There is no one to talk to. All links for support link back to the Support Bot page. The company I am paying to help stop computer schemes is scheming me.
Posted: 19-Dec-2021 | 10:38AM · Edited: 19-Dec-2021 | 11:04AM · Permalink
MauriceD Blaisdell:
There is no one to talk to. All links for support link back to the Support Bot page.
~ regarding Chat Support
Please, try allowing all support pages content...allow all cookies, ads, scripts, frames, popups, trackers, etc.
Please, try with VPN off.
Please try Sign In to your Norton account before Contact Support.
Please, try as test, turn off all browser content blocker/s like ads blocker, scripts blockers, tracking prevention, etc.,.. either thru browser extensions or built-in browser features.
as test: Contact Norton Support - Chat - 19-Dec-2021
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".
Please share your geo-location. Maybe, I can post Norton Support phone number, if you want?
Posted: 20-Dec-2021 | 1:24AM · Permalink
Whilst your solution finally enabled me to get support via chat it doesn't sit well with me as I had to download another browser and turn all my protection off, basically sitting there butt naked for 25 minutes waiting for assistance from a internet security company, how can they deem that acceptable??????
Posted: 20-Dec-2021 | 1:37AM · Edited: 20-Dec-2021 | 2:08AM · Permalink
oneasygeezer:Whilst your solution finally enabled me to get support via chat it doesn't sit well with me as I had to download another browser and turn all my protection off, basically sitting there butt naked for 25 minutes waiting for assistance from a internet security company, how can they deem that acceptable??????
Curious, can you share what browser & what protection/s were causing problem reaching Chat Support?
I'd like to try to reproduce scenario that cause problem reaching Support to better understand why users have problem reaching Support. I can reach Norton Support thru Edge, Chrome & Firefox. I have a few Norton pages whitelisted...for example: my.norton.com, support.norton.com
Thanks
Posted: 20-Dec-2021 | 3:19AM · Permalink
I used one of the links at the bottom of the page and made a call. Thank you. The problem is not resolved and I am being double billed because the Rep didn't know that Utilities and 360 were different products that performed different services so he would cancel one or the other. He couldn't seem to cancel Utilities Premium from the 360 Deluxe suite I purchased last month. I gave up. I will have to decide if it's worth paying for two versions of the same utilities. I expected better.
Posted: 20-Dec-2021 | 3:27AM · Permalink
Hi My OS is Win10 and the default browser is Brave but I also use Firefox & Chrome occasionally. My Security is Norton 360 Premium which runs with the VPN on at start-up & Malwarebytes, the OS and all software is fully up to date as of this morning.
Reluctantly I turned the off VPV disabled the Smart Firewall and Auto Protect within Norton and closed down Malwarebytes. All of the browsers have ad blockers on which I turned off it was easier not to play about with Brave so I decided to stick with FF & Chrome I added https://support.norton.com and norton.com to my white list and tried again but it made no difference; as I'd now been running for a while with no protection at all I gave up and tried MS Edge and it worked straight away. Immediately after resolving my problem with the chat agent I closed down Edge and the other browsers, opened Brave, and reset the VPN and Smart Firewall and Auto Protect along with Malware bytes and ran a full security scan to ensure I hadn't been compromised.
Posted: 20-Dec-2021 | 3:30AM · Permalink
Hi Maurice
As far as I'm aware Norton Utilities is free if you sign up for automatically renewing your subscription, which of course you can cancel just prior to the renewal date if you wish.
Posted: 20-Dec-2021 | 3:42AM · Permalink
Wow... thanks. I was able to use the phone link provided by another user without changing my browser or settings so there is another way to get to customer service.
Posted: 20-Dec-2021 | 3:49AM · Permalink
I thought so too, until yesterday when Utilities Premium launched and scanned; then, forced me to "Re-activate" my account. I followed all the solution steps on the Support site, but just kept looping back to "Re-activate". The only resolution was to buy Utilities Ultimate.
Posted: 20-Dec-2021 | 5:42AM · Permalink
Hi Maurice
It's all about the renewal, I cancelled my automatic renewal just before it expired and Utilities Premium stopped working, after I renewed I had to reinstall Norton 360 which was fair enough but Utilities still wouldn't run. I went back into my account and sure enough auto renewal was still turned off ( I should have realised that would be the case) I turned it back on and all's well again.
Posted: 20-Dec-2021 | 7:20AM · Edited: 20-Dec-2021 | 7:42AM · Permalink
oneasygeezer:Hi My OS is Win10 and the default browser is Brave but I also use Firefox & Chrome occasionally. My Security is Norton 360 Premium which runs with the VPN on at start-up & Malwarebytes, the OS and all software is fully up to date as of this morning.
Reluctantly I turned the off VPV disabled the Smart Firewall and Auto Protect within Norton and closed down Malwarebytes. All of the browsers have ad blockers on which I turned off it was easier not to play about with Brave so I decided to stick with FF & Chrome I added https://support.norton.com and norton.com to my white list and tried again but it made no difference; as I'd now been running for a while with no protection at all I gave up and tried MS Edge and it worked straight away. Immediately after resolving my problem with the chat agent I closed down Edge and the other browsers, opened Brave, and reset the VPN and Smart Firewall and Auto Protect along with Malware bytes and ran a full security scan to ensure I hadn't been compromised.
as test: Brave browser install with default settings.
I'm not able to reach Chat Support with Brave Shields UP . Chat Now does nothing.
with Brave Shields DOWN
Note: as test with Norton Auto-Protect & Smart Firewall On and Norton 360 Secure VPN On (Current Region: Auto (United States).
as always, your mileage may vary
Posted: 20-Dec-2021 | 7:55AM · Edited: 20-Dec-2021 | 8:00AM · Permalink
MauriceD Blaisdell:I thought so too, until yesterday when Utilities Premium launched and scanned; then, forced me to "Re-activate" my account. I followed all the solution steps on the Support site, but just kept looping back to "Re-activate". The only resolution was to buy Utilities Ultimate.
Message: "Reactivation Required" on Norton Utilities Premium
https://support.norton.com/sp/en/us/home/current/solutions/v136499277
Please contact Support if you want refund for Utilities Ultimate.
Posted: 20-Dec-2021 | 1:25PM · Permalink
Thanks for this additional suggestion Geezer. I called and cancelled (and uninstalled) Utilities Ultimate and had the Rep remote in to reinstall Premium. Everything works now.
Posted: 25-Dec-2021 | 9:00AM · Permalink
The Norton Utilities I am expecting as apparently Norton decided that product would no longer be included in the 360 subscription and it will stop working unless a separate subscription is started. A shame because I do use it but I refuse to pay that much more when there are just as good if not better utilities available for either way less money or even free. Glary Utilities comes to mind, a free program that has just as much if not more functionality as Norton Premium Utilities.
Posted: 25-Dec-2021 | 9:11AM · Permalink
As of the end of the year you wouldn't be paying for Utilities twice as the powers that be decided that it would no longer be included in 360 and now requires a separate subscription at $49.99/year. So if you upgraded and paid for Utilities Premium it's only because you are now paying for a service that used to be included at no charge.
That's just one of the reasons I am seriously thinking about not renewing when my current term is up. Utilities I can see not including as it really doesn't function as part of an antivirus/privacy suite and there are other software options that do the same or more for less that I can change to but... Norton has to bleeding customers like crazy to be bombarding current customers with pop-ups trying to get us to spend more money by adding on a bunch of services that in my opinion should be included like anti-tracking
Re: my remaining subscription period hasn't been added on to my new subscription
Posted: 19-Dec-2021 | 7:47AM · Edited: 19-Dec-2021 | 8:12AM · Permalink
@oneasygeezer & @Sylwia B
~ regarding Chat Support
Please, try allowing all support pages content...allow all cookies, ads, scripts, frames, popups, trackers, etc.
Please, try with VPN off.
Please try Sign In to your Norton account before Contact Support.
Please, try as test, turn off all browser content blocker/s like ads blocker, scripts blockers, tracking prevention, etc.,.. either thru browser extensions or built-in browser features.
as test: Contact Norton Support - Chat - 19-Dec-2021
Please share your geo-location. Maybe, I can post Norton Support phone number, if you want?
https://support.norton.com/sp/en/us/home/current/contact-chat
https://support.norton.com/sp/en/us/home/current/contact-phone