Dark Web Monitoring feature doesn't work anymore since 5 months. When I try to enroll it I get error code 32030 or sometimes a different code depending on the device or browser, and often accompanied by the words "Your subscription expired". Of course, my subscription has not expired and all other features work.
It all started when I switched from Norton Premium to Norton Deluxe through a chat with a Norton Customer support agent 5 months ago.
I tried with different devices, browsers, internet connections but always get some error.
I contacted Lifelock and general Norton support so many times, but every time it's like talking to tree trunks.
No agent in the Lifelock team ever did anything except transfer the call to other agents who have even less knowledge than the previous ones.
I literally spent hours in phone calls with Lifelock transferred to at least 15 agents who know nothing about it and especially do nothing about it.
One agent even told me Norton Deluxe does not have the Dark Web Monitoring feature. Who hires these guys?
They all ask me the same things (take control of my laptop and do updates, try with different browsers and few more basic things.).
One agent asked for screenshots of the error and I sent two. They confirmed they received the screenshots but then they did nothing about it. After one month, no reply, no update.
So I contacted them again two days ago and it is like nothing ever happened, I have to start all over again explaining my problem even if I give my ticket number in the beginning.
It is clearly a bug in their system as the Dark Web Monitoring feature seems to be still linked to my previous Norton subscription (which I replaced with the Deluxe one).
They should contact someone with technical knowledge to fix this, I asked them so many times to escalate this problem but it is useless, nothing ever happens. It's been 5 months.
I don't know what to do anymore, I have had Norton for 9 years and I am thinking about leaving it because of this lack of professionalism.
I pay for this subscription and I think have the right to use all the available features.
According to the UK Norton site, the feature should be available.
Maybe try contacting Norton Support again and ask for a new product key. As you are now in Portugal, be sure the agent knows you need one for the UK. But there is one other thing you might run into. As you are now in Portugal, the geo lock Norton uses for their subscriptions may kick in on your product key. If you are going to be staying in Portugal, you may have to switch to a Portuguese product key. But the dark web monitoring does not seem to be available in Portugal.
Menterama:
As I explained, the subscription was done in the UK and I was there until 40 days ago. The issue started 5 months ago as soon as I was switched from premium to deluxe, IN THE UK. It does not matter that now I am in Portugal, that is not the point. I could still be in the UK and I would have the same problem. I tell you more, last year I spent 6 months in Portugal and with my previous premium subscription the dark web monitoring was working fine.
Sorry, I don't have a clue why Dark Web Monitoring feature is not with Deluxe IN THE UK.
Sorry, I'm not first hand familiar with product variations nor license restrictions around the globe.
I've tried to raise attention to your concerns.
Lets hear from Community
As I explained, the subscription was done in the UK and I was there until 40 days ago. The issue started 5 months ago as soon as I was switched from premium to deluxe, IN THE UK.
It does not matter that now I am in Portugal, that is not the point. I could still be in the UK and I would have the same problem.
I tell you more, last year I spent 6 months in Portugal and with my previous premium subscription the dark web monitoring was working fine.
Yes, I can sign in and do everything with the VPN, scan, backup and I also have Norton utilities.
The only issue is when I try to enroll the dark web.
I can try to change those information like you said, although I am not very confident. Thanks anyway!
The problem started 5 months ago when I was living in the UK and switched from Norton premium to Norton deluxe.
Again, this operation has been done through a chat with a Norton support agent.
By the way, my first and previous Norton subscription (premium) was done in the UK too.
Around 40 days ago I moved to Portugal, and nothing has changed unfortunately.
Curious, what is your geo-location? US?
Curious, is your Norton Security/360 a retail product, ISP product or 3rd party vendor product e.g., Acer?
Curious, can you Sign In to your Norton account?
