I have a case opened in December 2024 that was escalated to Level 3. I check back periodically for a status because I get ZERO communication from Norton. Four days ago I had a different problem and chatted with 2 different techs who could not resolve it, so I called in today to continue working on it. The L1 tech said he could not help me because my case was already in L3. But, that’s for a DIFFERENT issue! I don’t understand why he can’t open a new case for a new issue. But, wait, it gets worse… I have a different issue on a DIFFERENT PC and he could not work on that, either. It makes no sense that Norton won’t open a NEW case for a NEW issue on a 2nd PC (different than the previous issues already escalated to L3 on my OTHER PC!) So, I have 3 issues, on 2 PCs all lumped together in one case. I am supposed to hear back from L3 within 48-72 hours. I have been told this in the past and have NOT received any communication. That’s why I keep calling to check on the December 2024 issue. And, now, I can’t get any support for these 2 NEW issues on 2 DIFFERENT PCs. Unbelievable!
Hello @allen01
We’ll try to call attention: No promises: No timeline:
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Ae you a Norton rep? Or a fellow user?
Norton Community is primarily user-to-user “working” product help.
If your Norton is not working as expected after you’ve tried Troubleshooting → Reset to Default &or Repair Norton & clean re-install Norton 360…then…reach out to Norton support.
Note: Reset to Default resets Cloud Backup
Norton Community does not have access to your Norton account ~ subscription ~ billing profile.