On 10/17/2024 Norton decided to cancel my Norton 360 Deluxe 5 devices subscription, without warning, in which I have 135 days remaining before expiration. They are saying it’s because of VPN usage that is above customer average. There is no definition of what constitutes a VPN data cap. I was told I could renew my subscription to have my 135 days added to a new subscription for an additional cost. What kind of hooey is this? You pay for 12 months and after 7 months they cut you off? Then say send more money to get your 5 months plus another 12 months? Any attorneys out there interested in a class action lawsuit?
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Hello Lisa. Have you physically looked at your Norton account to see if you have an active subscription to verify? And in what manner were you notified of this? Did you click on links in an e-mail or Windows popup? I haven’t heard of this happening during my tenure here on the forums and would like to have this looked at after we answer a few basic questions.
SA
I logged onto my Norton account after all my devices reported I had no protection. I know when my subscription expires and knew I had approximately 5 months left on my current subscription. I got in contact with customer support via chat and they verified that there is 135 days remaining but they canceled my subscription saying it was due to higher than customer average VPN usage. There was never any warning that they were going to do this. With my Norton 360 Deluxe 5 devices I no longer have any anti-virus protection either. I never clicked on any questionable links or anything like that. However, isn’t it what this product is designed for to provide protection? Anyway that Norton customer support person said they could easily restore my service by sending them money to start a new 12 month subscription and they would add the remaining 135 days. I expressed I am not satisfied with that because after being a long time Norton customer, I don’t intend to be a customer of theirs anymore. I want the remainder of my subscription and then I move on to another product. I was given a case number and told this would get escalated to next level. The next day I called customer support and was told the same thing over the phone. They already had my case number and told me to wait for them to call me. They said could be up to 48 hours. I still haven’t received any email, call or any other form of communication returned by them.
Thank you for clarification. I am going to escalate this thread to a Norton Admin to see if we can get some action for you. Please keep in mind, a Norton Admin or employee may try to converse with you here via a private message so keep you eye open for messages.
SA
Thank you for forwarding to a Norton Admin. This is very frustrating.
You’re most welcome. Hope we have an answer for you soon. I’m betting this was a scam of some sort where you may have opened a link in a pop-up, message or e-mail. Lets allow Norton to sort it for you in the long run for something definitive.
Anyway that Norton customer support person said they could easily restore my service by sending them money to start a new 12 month subscription and they would add the remaining 135 days
.
SA
I was under the impression that Norton’s VPN was advertised as no limit and no log… So I fail to see how Norton support could say that you have exceeded their VPN limit.
Do you have 5 devices using the VPN 24/7 ? Do you do lots of video uploads and downloads and streaming thru the VPN? You should always exclude apps from VPN traffic that do not contain sensitive data. But in any case no limit should mean no limit.
My sense is that something else is the real culprit here and I hope the Norton admins can straighten this out for you.
I have 3 devices that are using the VPN. I do use the VPN to connect to a server in Canada to stream a tv show from Canada. I probably have the VPN connected most of the time in the background as I don’t tend to shut it off. Anyway, in my research I too thought there were no limits. I am still waiting for the senior customer support people to reach me for an explanation as it’s been past 48 hours. When I asked the first level customer support agent to tell me what the average customer VPN data is and how much data I have used, I was told he didn’t have access to that info. I just think there is a lot of hooey they are telling me.
I also found today that my Norton Security Premuim subscription for 10 devices is canceled. When I try to use the key I get - “This Product Key has been disabled and cannot be used. (-2008)”. I bought my subscription right on Norton Website. It must be valid until 5th of February 2025.
Unfortunately, I suspected I most likely wouldn’t be the only one. That’s exactly the message I get when I try putting my key back in. After being a long time subscriber of Norton 360 Deluxe, I find I can’t trust the actions of this company anymore. Assuming I do get the remainder of my subscription returned to me, I don’t think I’ll remains Norton customer.
All: Norton IS monitoring and reading this thread. Please allow them to sort out what is going on.
SA
While I appreciate this being brought to their attention, I had started my case with Norton before my posting to this forum. I was told senior level support would respond via phone call in 24-48 hours which has now been longer than that and still no communication in any form from them. Strike two! This forum remains my only hope to getting this resolved.
Still no communication from Norton on this issue in any form after 5 days. My attempts to call for answers gets me to those who can’t help with any info what so ever. I am just told I have to wait since there is no way to contact whoever it is I am being told is reviewing my case. It’s as if they’ve gone ghost.
Lisa, we have not had any response from our Norton contacts, Please trust us when we said the Norton teams are aware of and working this issue. There are several users with this issue, whom, have been added to the ongoing list of customers with the issue. I am sure more will be posting and added as they progress toward a solution.
On the Norton services status site, checking earlier today there has been “AD HOC” maintenance taking place which began on or around October 17th. Not sure what that is about, however. Scroll down the page to the Incident History area for more information. Thanks for being patient.
SA
Again, I appreciate the efforts but I have to say while I have tried to be patient, I am losing my patience. Now hearing Norton not only hasn’t responded to me in any communication form, but your Norton contacts are not responding either, is very frustrating. As it seemed they were trying to blame me, the user, but now I believe they realize this issue is on them. Initially, they wanted me to send payment for a new 12 month subscription so they could add the remainder of my canceled current subscription. Seemed to me like it is a money grab attempt. Why can’t they just issue a new key that would expire when my subscription would have expired? The warning I got was that I am no longer protected on all my devices and that has significantly limited my feeling of security when connecting to the internet.
Personally, I believe you were being scammed. Norton should be jumping on this for that reason. IF, this were a legit suspension of your account someone Norton should be saying so through e-mail correspondence that can be validated, snail mail which also can be validated or contacted you here directly.
Edited: I did find this Norton article regarding VPN usage suspensions. Looks like Norton wants you to contact them directly. Well I have done so for you. Someone could at least message you here.
https://support.norton.com/sp/en/us/home/current/solutions/v20241010124716461
SA
I log onto my Norton account and it shows my subscription was canceled, so I don’t believe I was scammed unless someone within Gen Digital/ Norton is the scammer. The problem is Norton’s VPN usage statement doesn’t provide what the threshold is for excessive use and they can’t provide me my data usage.
I started my case 89160098 via chat and the person recited the same statement. I was told I’d get a response from the senior group or escalation department within 24-48 hours. I have called twice to get a live person because the response time they gave me had come and went. Still no formal response and that is why I filed a complaint to the Better Business Bureau and also will be filing a complaint to my state’s attorney general office. It seems that the Norton customer service folks don’t really care and I am fed up. I hope people are seeing this and can get the gist that what I thought was a good company with a good product, is no longer that.
Get nord vpn. i wouldn’t trust them anyways.
Still no call back as promised from Norton, and a week since opening my case, I called customer support today 10/24/2024. After being on hold about an hour for a customer support agent, I was told to expect a call within 24 hours. Since I have been told this before, I asked what makes me believe they will actually call? Anyway, if tomorrow comes without a call I am filing a complaint with my state’s attorney general office. I have already filed a Better Business Bureau complaint. Norton sent a response to my BBB complaint basically saying cancellation due to exceeding customer data average. I will pursue a class action as I believe I am not the only one that’s dealt with this. They say I exceeded the customer average data use on the VPN but they can’t tell me what that threshold is or what I have used. They don’t send me any warning that I am close to exceeding data usage but instead just cancel? Then tell me pay for a new subscription to get the remainder of my current one? I consider that to be criminal.
It is indeed within a users rights to pursue complaints for the sake of getting answers. The only other information I can find for you is this AI generated listing. Most companies do have some version of this as well. That being said, someone within support telling you to purchase a NEW subscription is a huge RED FLAG. Someone should already be on that that issue with an explanation.
While Norton doesn’t explicitly state a hard data limit for VPN usage, they do have mechanisms to manage excessive bandwidth consumption, potentially suspending accounts if usage is deemed “excessive” or negatively impacts the network health, meaning you could face restrictions if you use a large amount of data through their VPN service; this is typically monitored based on usage patterns compared to other users and network capacity.
Key points about Norton VPN data restrictions:
- No set data cap:
Norton doesn’t publicly advertise a specific data limit for their VPN service.
- Monitoring and potential suspension:
Norton monitors VPN usage and may suspend accounts if they detect abnormally high data usage that affects other users.
- Network Cost Awareness feature:
This feature allows you to control how much bandwidth Norton uses on your network, which can be useful if you have a limited data plan.
- Fair usage policy:
Like most VPN providers, Norton likely operates under a “fair use” policy, meaning excessive usage beyond typical user patterns could lead to limitations.