Received an email to update my details to enable Dark Web Monitoring several months ago. Clicking on the link and logging in resulted in Error 20008, similar to a few customers reporting in the Norton community forums. Tried with Google Chrome, Microsoft Edge, and Firefox browsers; same error. My Norton dashboard on my PC does not list Dark Web Monitoring as a Service either, despite updating and even reinstalling several times.
Logged a few cases through the chat service as well as through phone calls. Followed up several times again for a few weeks with a number of support personnel. Everytime being told that the case has been escalated and that the appropriate team would give me a call back within 48 hours. Unfortunately, that never happened. Although I did get a few emails to provide feedback for the customer service experience a few days later (!), which may indicate the cases have been closed I suspect.
One call I managed to get through resulted in being told that the Dark Web Monitoring team do no accept calls due to security reasons. It also appeared that I didn't have a Lifelock account, although I have been a Norton subscriber for over a decade. I don't understand why I needed a LifeLock account; the personnel I spoke to was not very helpful, unfortunately. I understand Norton bought LifeLock; I wonder if the user accounts have not been properly merged between the two enterprises.
Another support personnel suggested an issue with the subscription, and so cancelled my existing subscription and added a new subscription. Still no joy.
Subscription Details:
- Norton 360 Premium
- Confirmed Dark Web Monitoring available in country of residence as well as where account was initially created
- Norton Subscriber for 12 years
- Initial Account created while residing in another country
Current Hypotheses:
- Norton and LifeLock accounts not merged
- Issue with where account initially created versus country of current residence
- Issue with subscription
- ??? Any others?
Any suggestions for resolution? I'm thinking of creating a new subscription based on a new user account. Thoughts?