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Kudos0

VPN update is terrible

Posted: 23-Oct-2021 | 8:42PM · 1 Reply ·

I endured over six hour of trying to get the update to work, but all it did was stop my internet from work once the VPN was connected.  The agent on the chat site were trying to be helpful but they could not get it to work.  Given I lost contact due to no internet I was unable to contact the chat agent.  When I rang the help line and spoke with an agent I was told that this was Apples problem and ask to talk to them.  I did this and Apple said no it is Nortons issue.  So as a customer I am in the middle with no real support for a product I purchased.  Norton updated its product which doesn't work with know Apple conditions, the software worked fine before the update but now it doesn't.  I am frustrated with that attitude that me in the middle of Nortons & Apple to try get a solution because that should have been fully tested by Norton with any issues ironed out before the release not let us all be the testers.  I do understand that the Nortons chat & call centres have been been swamped by customers requiring a fix for this issue.  Sorry Norton but we have been let down and I have removed my intention to renew my subscription until you have put in place a proper package that will work. 

Replies

Kudos0

Re: VPN update is terrible

Posted: 31-Oct-2021 | 6:42PM · Permalink

Here is my chat session with Norton on this - October 31, 2021 9:30PM EST

I uninstalled, downloaded and reinstalled norton VPN because I could no longer turn it on.  I need to create my laptop VPN connection manually because I have McAfee installed.  I only want to use Norton VPN without Norton Security.  Need talk to person

Mehak A|9:04 PM

May I know the exact issue you are facing with Norton VPN?

9:04 PM

I can not turn it on.

9:04 PM

it is installed

9:05 PM

i think that i need to setup my vpn network connection again

9:05 PM

manually

9:06 PM

I have McAfee installed.  I only want to use Norton VPN without Norton Security.

9:06 PM

That is how I have done it in the past.

Mehak A|9:07 PM

Thank you for information.

9:07 PM

your welcome

Mehak A|9:09 PM

I would like to inform you that this is an ongoing issue and we have received many complaints regarding this. Our team is working on this and it will be resolved soon.

Mehak A|9:09 PM

I would request you to wait 24 hours as we are hopeful the issue will be resolved soon. In case it isn't you can contact us back within 24 hours and we will give you an update or troubleshoot the issue as per directions. This issue is occuring due to the recent roll out of new updates in the Opertaing system of Apple.

9:10 PM

however, my mac is running an older version of OS X

9:11 PM

macOS High Sierra version 10.13.6

Mehak A|9:11 PM

Norton is supported on the OS version of your Mac. This issue is widespread over all versions. There is a syncing error between the Norton product and the updates.

9:12 PM

oh i see - thank you - 1 last quick question - how can I confirm if my vpn is working

Mehak A|9:13 PM

It is possible that the VPN may not work until this issue is resolved.

9:13 PM

ok thank you

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