Norton and Huawei

Archive
1

Dear All,

I have purchased a Norton product in the EU. I was informed that they cannot provide me with any customer service because Norton is prohibited to do so by the US law to the customers with Huawei device. Aren't they subject to the EU law?

 

The problem: I have a Huawei mobile, and my Norton mobile is not showing VPN service. So, I have installed it through Play store and suddenly I got 4 licenses used instead of 3 (and it should be 3, 2 laptops and 1 mobile).

 

Is it illegal for them to deny me a customer service?

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Mencjusz:

Thank you very much for your assistance. It did solve the issue. Nonetheless, it is ridiculous that Norton denies customer service which is paid for based on the device brand.

You are welcome. Glad I could help.

This service refusal may not be in Norton's hands. The US Government is having a battle with Huawei. See this Wired article.  https://www.wired.com/story/us-feds-battle-against-huawei/

So Norton may only be doing what the US Government is telling them to do.

 

3

Thank you very much for your assistance. It did solve the issue. Nonetheless, it is ridiculous that Norton denies customer service which is paid for based on the device brand.

4

I cannot comment on any legal issues between Norton, the United States government, and Huawei. Being I am from Canada, this fight with Huawei has got a couple of Canadians detained in China because we arrested a Huawei executive for extradition to the United States. 

I can help with the issue with the number of activations. For some strange reason, you need to install and activate Norton Secure VPN app before installing Norton Mobile Security, NMS, app to only use up one activation against your account. So what you need to do now is uninstall both apps and restart your device. Then sign into your Norton Account and on the My Subscriptions page, remove the duplicate entries for your device by clicking on the trash can beside the entries. Now install the Norton Secure VPN app and activate it against your subscription. Then install and activate the NMS app. That should only use up one activation.