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Kudos0

Norton 360 IOS issue - how to get call back from 2nd line support

Posted: 25-Oct-2021 | 7:46AM · Edited: 25-Oct-2021 | 7:46AM · 2 Replies ·

I have been in contact with Norton Lifelock phone support for over 2 months now (latest call ref is 65524543) because (in summary) if I enable Norton 360 Web Protection on my iphone 12 (ios 15.0.2) I loose internet connectivity on either mobile data, wifi or both (also happens on my ipad too).  The first line support team tried all the obvious fixes (delete and reinstall, delete VPN configs and reset etc.) but cannot resolve it and have refered the issue to the 2nd line support weeks ago. I have been promised many call backs within 24-36 hours (and one even in 1-2 hours) over the last 8 weeks or so but I have not received any.  Each time I call back to find out what happened to the promised call I am told not to worry and it will be escalated and I should expect a call again soon.  In some cases I am told that the call back was made and I did not answer so they closed the case, though these calls are not registered on my phone nor voice mails left. This approach just isn't working,  How can I get support on this issue please?

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Kudos0

Re: Norton 360 IOS issue - how to get call back from 2nd line support

Posted: 25-Oct-2021 | 12:29PM · Permalink

In any of your contacts with Support, did they create and take any logs? 

The Web Protection feature has been known to cause issues with connections on iOS devices. 

Please send logs to Norton to help diagnose your problem.

Start by opening iOS settings on your device and scroll down to the bottom where the apps are listed. Tap on the Norton  360 app and tap to Enable Debug Log.  

Now use your device until it causes the issue you are having. In your case, start with the Web Protection feature enabled and try to connect using a browser. When you cannot connect, turn off the Web Protection feature and try to connect again. When it does connect, shake your phone back and forth and a prompt will come up to send logs. Tap on Send Error Report and fill in any information requested. In your submission, please include "forum 'your username' " in the Case ID section of the report. Also include a link to this thread. 

If you do send logs, please let me know and I'll notify my contacts to look for them.


 

Kudos0

Re: Norton 360 IOS issue - how to get call back from 2nd line support

Posted: 25-Oct-2021 | 1:11PM · Edited: 25-Oct-2021 | 1:11PM · Permalink

Many thanks for the information.  I have in the past created and sent a log to the support team but am happy to do as you suggest and create a new one.  I will post again when I have one.

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