拍手2 統計

Demand to speak to the ESCALATION DEPARTMENT for the VPN,

For all of you who are fed up with the VPN not working and getting the run around from customer service or the tech department, I highly recommend demanding to speak to someone in the escalation department. Support will attempt to steer you away but stick to your guns until you are told they have done it. Demand a supervisor if you have to and when they attempt to steer you away from the escalation department, tell them no. If they setup a contact with the department, get the name of the person making it, the day and time you will get a call, ticket number, note the date and time of the call. If you get no results go directly to Norton Facebook and voice your concerns, put in writing exactly what was occurring, and what was or was not done or promised.

I continued to do this for over a week and finally got a call from the escalation department. I advised the department the customer service is totally non existent, the tech support can never be reached and if you do get someone they can not fix the problem, the supervisors are the same and do not communicate the issue to the correct department or attempt pt to resolve the issue,  and the overall problem is never fixed. I explained to the rep. from the escalation department this has been an going issue with the VPN for several months and it appears that Norton has no intentions of fixing this or other problems. I directed/recommended the rep go to this site and to Norton's Facebook site to review all of the issues, complaints, unkempt promises etc. I then  recommended Norton contact all the customers to advise them of the issue and fix, make communications with customer service and techs a priority and ensure they communicate those issues to the proper administrative staff, and the list goes on....

I do not think that much will occur, but at least it is out there. If more customers voice their opinions, hopefully for those of you who decide to remain with Norton it will eventually benefit you. As for me, I am done with this company who I have been a customer with for many years. A customer should not have to tell a company like this they have issues. That is the companies responsibility..

Good luck...watch your security.

Good luck

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拍手0

Re: Demand to speak to the ESCALATION DEPARTMENT for the VPN,

I have had this issue for a couple of weeks now.  I am assuming there was some sort of update that is causing this issue but it is obvious that Norton did not perform thorough testing.  You would think testing an internet connection using various browsers on various OS would be step # 1.  I've had a VPN subscription since 2019 and it expires in May.  I will NOT be renewing and currently searching for a replacement VPN service.  I original subscribed because of the VPN, and since it blocks all internet connection 90% of the time now, I am basically burning money.  I have no patience for useless customer service, and as I actually work in client support for a software development company, I am baffled by the fact that they do not even seem to be acknowledging the issue.  Note to Norton, you can't stay in business if you ignore problems your clients bring forward to you.  

拍手1 統計

Re: Demand to speak to the ESCALATION DEPARTMENT for the VPN,

All: I've escalated this thread to the Norton team for their review. Hoping someone will respond in a positive manner for you.

SA

MS Certified Professional Windows 11 Home 22H2 x 64 build 22621.1702 - Windows 10 Pro x 64 version 22H2 / build 19045.3031 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.4.6 / Opera GX LVL4 (core: 98.0.4759.74) 64 bit-Early Access w/Norton Chrome Extensions
拍手0

Re: Demand to speak to the ESCALATION DEPARTMENT for the VPN,

I know it a lot to ask of Norton but MAYBE they should look at the threads for VPN for MACS and Androids and IOS as well....

拍手0

Re: Demand to speak to the ESCALATION DEPARTMENT for the VPN,

Duly noted in my response to the teams to look across ALL the threads in the forums with VPN issues. 

SA

MS Certified Professional Windows 11 Home 22H2 x 64 build 22621.1702 - Windows 10 Pro x 64 version 22H2 / build 19045.3031 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.4.6 / Opera GX LVL4 (core: 98.0.4759.74) 64 bit-Early Access w/Norton Chrome Extensions
拍手1 統計

Re: Demand to speak to the ESCALATION DEPARTMENT for the VPN,

Hi,

Thank you for posting on the Norton Community. We are investigating this issue. We will update this thread when we have more information. Thank you. 

Gayathri R | Norton Forums Global Community Administrator | NortonLifeLock
拍手0

Re: Demand to speak to the ESCALATION DEPARTMENT for the VPN,

Since I installed version 22.22.3.9 yesterday my vpn has been working great again and I had same problems other users had since previous version 22.22.2.10 came out. I do know using speedtest that all servers here in usa always show servers coming from amazon.

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