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Posted: 23-Oct-2022 | 5:22PM · 17 Replies · Permalink
My subscription expired. I renew my subscription 10-22-22. My utilities screen says I need to re-activate. I've tried this and nothing happens.
what should I do next?
Posted: 29-Oct-2022 | 12:14PM · Permalink
I have Norton Utilities Premium and the application is disabled and I have not been notified why?
I have tried to follow the instructions and generated a key code and after entering the key code it states Activated and after restarting Norton Utilities Premium it still asks fro Reactivation.
See attachment.
Posted: 02-Nov-2022 | 11:02PM · Permalink
I think this is the bad and deceptive service we should now expect from Lifelock.
Utilities Premium has come to end of life and those of us that tried the "free trial" upgrade to Ultimate find that we cannot revert back to Premium. I might look elsewhere when my 360 subscription ends.
I have just uninstalled the Utilities as the Norton 360 covers most of what the Premium did.
Posted: 04-Nov-2022 | 9:11PM · Permalink
I agree this is deceptive and they have had some shady practices over the years. Unfortunately, my subscription renewed in September however Norton Utilities continued to work until today so I wasn't aware of the change. Will be looking for an alternative as well.
Posted: 08-Nov-2022 | 4:27AM · Permalink
Had the same problem with Norton utilities, tried all the suggested fixes to no avail. Contacted Norton and to sum up their response - NUP was a free addition given to "valued customers" (to be used up to 2050 ? if you believed the subscription date !) So do we conclude that we are no longer "valued customers" ! ? (I have used Norton for more years than I care to remember) Sadly as with so many companies nowadays loyalty counts for nothing.
Posted: 08-Nov-2022 | 8:44AM · Permalink
Had exactly the same problem with Norton utilities premium, tried all the suggested fixes to no avail. I'm sick & tired of this and may discontinue with NORTON altogether!!
Posted: 15-Nov-2022 | 1:50AM · Permalink
I've just had the same issue and basically the same response from Support. I actually spoke with Support a little before my renewal (also in September) specifically about NU as I hadn't appreciated it was "free". I was told how to activate it, etc which I did and I've used it a few times and my subscription panel after renewal shows a new activation key but of course that doesn't work. To suggest that it's still there - and to give "fixes" to deal with error messages which can't be fixed - is definitely out of order. I won't be renewing.
Posted: 29-Nov-2022 | 8:09AM · Permalink
Ditto here was told it was a "free trial" that Norton no longer provides. But when I first got it on my system, there was no mention of it being a trail or teaser complimentary use of the product and the expiration date on the product was sometime in 2050. Very deceptive and misleading of Norton which seems to be the new corporate motto, I will be leaving the Norton family as soon as I can find a suitable replacement regardless of how much time is left on my subscription. Can't stand liars or cheats. Buh-bye Norton. You were once the shining star of PC support solutions. How far you have fallen in the 20+ years I have known you. I leave with the question I ask all the Corporate Money Grubbers who have become prevalent in all aspects of life; "How much $$ is enough"??
Posted: 04-Dec-2022 | 10:48PM · Permalink
Same as 08-Nov and 29-Nov Input above. Norton Utilities Premium (NUP). Until change happened, my exp date was 01-01-2050. Then exp date changed! And slid out day by day. I had purchased a previous non-sub version of Norton Utilities, and since Norton provided such an advanced expiration date, I was good. I have other Norton products.
What really pisses me off most is that there was no notification and I tried several solutions and many hours to get to this and other explanations. Norton provided a solution that did NOT work, and knew it! If true answer was posted I would not have wasted so much time. Time I really needed. (Computers are not just game machines. We use them to get important real family/personal business done.) (I had thought my MS Win 10 to 11 incompatible driver was driving my NUP problem. Once I got that resolved, I could not understand why I still had a NUP problem.) Why are incorrect solutions still posted w/o correction??? I have been a customer for several decades. I use Norton on several systems in my house. My son is complaining Norton is "behaving wacky." Friends use Norton. I will have to reevaluate my continued use/advocacy of Norton products.
Posted: 09-Dec-2022 | 4:51AM · Edited: 09-Dec-2022 | 5:26AM · Permalink
I wasted lots of time trying to re-activate this product by re-entering the product key. The re-activation is reported as a success but actually does nothing. I contacted Norton Support and they tried to sell me a copy of Norton Utilities Ultimate! I have been with Norton for over 20 years. I used to recommend them to friends and family, not anymore. I too was offered Norton Utilities Premium as a ‘valued customer’ with a licence that would run till 2050, as long as I maintained an active subscription. I kept my side of the bargain. If Norton do not resolve this, I’ll be leaving when my subscription is due for renewal.
Enjoy Norton Utilities™ Premium, included
at no extra cost while being actively enrolled
in an automatically billed subscription.
As a valued customer with an active automatically renewing security subscription, you now have access to a brand-new benefit: Norton Utilities Premium. We’re thrilled to have you as a customer and we’re glad to offer this added benefit to you at no additional charge.*
* This benefit will end once you no longer have an active, automatically renewing subscription.
Posted: 12-Dec-2022 | 11:56PM · Permalink
Here's a transcript of my conversation with Norton today....
CHAT STARTED AT 3:10 PM
Kate | 3:10 PM
Hello Colin! My name is Kate and I am a virtual assistant. In case we get disconnected or you need to reference this conversation, your case number is 74610294
Kate | 3:10 PM
I understand you are looking for assistance with your Norton licenses. Is that correct
Colin Richardson | 3:10 PM
Yes
Kate | 3:10 PM
Could you please tell me more about what kind of license related assistance are you looking for?
Colin Richardson | 3:10 PM
Something else
Kate | 3:10 PM
Could you briefly describe what you are looking for assistance with today?
Colin Richardson | 3:10 PM
Norton Utilities Premium has stopped working
Kate | 3:10 PM
I understand. My apologies for being unable to assist you with this. I am transferring you to a specialist for further assistance.
Colin Richardson | 3:11 PM
Goodo
You are now chatting with Fulwadiya J 3:11 PM
Fulwadiya J | 3:11 PM
Welcome to NortonLifeLock Service and Support Colin. My name is Fulwadiya. Give me a minute to pull up your account and take a look at the information you submitted on the previous form and we can go from there.
Colin Richardson | 3:11 PM
Ok thanks
Fulwadiya J | 3:11 PM
I will surely help you with your concern.
Fulwadiya J | 3:12 PM
Please take note of case number 74610294 for future reference. You can contact us back with this same number if this chat session is disconnected.
Colin Richardson | 3:12 PM
Done
Fulwadiya J | 3:12 PM
Colin , I really apologize for the issue you are facing to use the Norton Utilities Premium. The Norton Utilities Premium you can see in account was provided free of cost as per the ongoing offer available then for the Automatic Renewal service in Norton 360 product. That was not at all linked to Norton 360 product, that was a offer as a goodwill gesture. However, now that Norton Utilities Premium offer been discontinued and the product itself has been deactivated hence Norton Utilities Premium will no longer work now. We do apologize that we were unable to share information prior to the deactivation and the reason for the same is that the offered Norton Utilities Premium was never linked with the product so it was not tracked by Norton.
Colin Richardson | 3:14 PM
So it was a gift that was taken back again by Norton?
Fulwadiya J | 3:14 PM
Norton replaced this free Norton utilities premium subscription with a paid subscription of Norton utilities ultimate, recently Norton discontinued this free service. that's the reason you are not able to use this free perpetual service.
Colin Richardson | 3:15 PM
So basically I can never trust Norton again?
Fulwadiya J | 3:17 PM
I really apologize, the Norton Utilities Premium was a free service offered to our Norton members as now it was discontinued and come with new product of Norton Utilities Ultimate. Also as you are one of our valuable customer, I would like to inform you that the standard price of the Norton Utilities Ultimate is A$69.99 for 1 year . I can offer you this product at A$39.99 for 1 year which is our discounted price . This is offer and I assure you that we have done our best in case of price. So would you like to avail this offer from my end?
Colin Richardson | 3:19 PM
No I do not want to pay Norton any more money. I cannot afford it. This is an absolutely disgusting money grabbing tactic by Norton and one that I will be sure to advise everybody about via various social media outlets.
Fulwadiya J | 3:21 PM
I really apologize for the inconvenience caused to you, we are escalating your case to senior level team.
Colin Richardson | 3:21 PM
Thank you. I shall wait.
Fulwadiya J | 3:23 PM
No, Is there anything else I can assist you with?
Colin Richardson | 3:24 PM
No, I am waiting for a senior level team member to comment on this fraud.
Fulwadiya J | 3:24 PM
It was my pleasure assisting you today. Thank you for being a Norton customer and have a great day!
Colin Richardson | 3:25 PM
So Norton are washing their hands of me?
At this point Norton just hung up on me. Will proceed to uninstall all Norton products from all of my devices and install something from a more trustworthy supplier such as Kaspersky or similar.
Posted: 22-Dec-2022 | 10:51PM · Permalink
I too have fallen prey to Norton 'Customer Service' with Norton Utilities Premium. Utilities Premium no longer works, Software Scan cannot correctly detect Microsoft Access and just got advice that Premium will only cover PCs and not DEVICES (Mobile/Cell Phones). When, not if, Password Manager fails, I will be looking for a new anti-virus package. SAVE YOUR PASWORDS NOW AND OFTEN!
Posted: 26-Dec-2022 | 6:11AM · Permalink
Happy Xmas - yes today I have the same issue of being required to re-activate the installation on my PC - Failed!
Removed/Reinstalled - Activate - Success, but same issue remains.
Very poor show from Symantec on this - No I do not wish to pay to "upgrade", I expect the promise of Norton Utilities Premium to have a working license to 2050!
If Norton is reneging they might have the decency to explain in good time, and not deactivate a working product
Posted: 12-Jan-2023 | 6:34AM · Permalink
Unfortunately, I also had to realize that I cannot rely on Norton's promises. My NUP was also deactivated. Norton still owes me an answer; neither the support team nor the senior support team answers.
Posted: 12-Jan-2023 | 7:29AM · Edited: 12-Jan-2023 | 8:21AM · Permalink
Guys, I have wasted over an hour trying to fix this and see that I am not the only one with this problem: Norton Utilities stopped working today. I purchased a renewal, deleted the old program and reinstalled it, but it still tells me to reactivate to repair. This needs to be fixed or I will cancel and request a refund.
Update! I finally figured out how fix this on my own:
The solution was to change the key in Norton Utilities Premium with the new product key after the purchase. (Unfortunately, Norton doesn't make this clear.) Here are the steps:
1. Sign into your Norton account at https://login.norton.com and click on your name and select "manage my subscriptions". Copy the new product key for Norton Utilities Premium.
2. Open Norton Utilities Premium, click on "?" (help) in the upper right. Select "About Norton Utilities Premium". When the service window opens, click on "Change key" button.
3. Paste your new product action key. and then press "finish activation".
Norton Utilities Premium should work once you finish activation. Good luck!
Posted: 12-Jan-2023 | 7:55AM · Permalink
The problem is that here in the community and also the support staff can not help you. And those in charge on the upper floors don't talk and leave the dirty work to the normal employees, who can't explain the actions of Norton executives.
Dear executives of Norton, shame on you!
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