It has now gone past another 24 hours since they promised a call back toward resolution. As I promised them, if I didn’t hear from them in that 24 hour period, I would file a complaint with the State Attorney General. I have now filed that complaint.
I have the same problem. I have 2.5 months of the subscription left. And it is cancelled now. I am a customer for several years. I tried to chat with the support, but now result. I bought the subscription directly from Norton. It is really bad. Even if there are reasons (which I do not see in my case) then there should be: 1. Email with explanation what is happening. 2. I thought I am buying Norton to avoid anyone stealing anything from my computer. If my product key was stolen, then why I paid Norton for the protection?
Usually your “year’s” Subscription is renewed after 11 months. Shame on them !
are you US?
Renewal: Subscriptions automatically renew unless the renewal is canceled before billing. Renewal payments are billed annually (up to 35 days before renewal) or monthly depending on your billing cycle. Annual subscribers will receive an email with the renewal price beforehand.
Users may cancel automatic renewal anytime.
Users may shop price at reputable retail/online vendors.
Users may discuss price with Norton support.
Norton support agents can offer solutions or even match offers.
Stop your Norton subscription from automatically renewing [here]
Note: ~35 days from term expiry - users report not able to change subscription status.
Norton Community urges users that do not want automatic renewal to unsubscribe and remove their payment profile.
Norton Cancellation and Refund Policy [here]
It is gross negligence for Norton to shut down protection without warning. I do not know how long I have been without protection. I have been on auto renewal for as long as I can remember. (Many years) NOW ONE OF MY COMPUTERS POPS UP MICROSOFT DEFENDER WILL PROTECT ME BECAUSE I HAVE NO PROTECTION.
Do you see Norton 360 system tray button?
Does Run LiveUpdate run?
============================================
Norton Community is primarily user-to-user “working” product help.
Norton Community does not have access to your Norton account, subscription nor payment profile.
Did you get any resolution to this? I don’t use their VPN but i find their actions disturbing, if they had issue with your VPN bandwidth fine disable the VPN but leaving a machine stripped of all protection when a valid license is held is bad business.
I’m on here looking for alternatives because i no longer like the product. Was a customer in the late 90’s and early 00’s and dropped Norton when they got bloated. After the product revamp around 2009 i’ve been a customer ever since with a lot of licenses of my machines and non tech savvy family i manage.
Shame!
Has everyone reviewed the following article:
SA
After a long round about way of me having to call them and Norton not returning calls as promised, I finally had someone generate a new license key and add the additional days that I was cut off, which was 9 days.
I asked them what they defined as excessive bandwidth and it took 4 people to finally give me that information. The data cap in a month’s time is 2 terabytes. My license was for 5 devices and I used VPN on all of them. Before I knew there was a data cap, I never turned VPN off while streaming music and such. I primarily used VPN to stream a show out of Canada from CBC.com that can’t be streamed with a non-Canadian IP address.
The biggest issue is they completely cut you off with no warning. I asked how a customer like me is able to monitor data usage or get a warning that the data cap is getting close to being reached? They said there was no way for me to monitor it and they don’t send warning. I found it all very disheartening as a 25+ years customer.
2 Likes
They can put out such an article, but it would certainly be better if there was a definition of excessive data over what period of time. The problem is, there seems to be more than a few in the Norton organization that could not tell me. It doesn’t seem to matter if you have a license for one device or ten devices using VPN, the data cap is all the same.
They also say there is no way for me to track my usage and there is no warning to say when a customer is getting close to reaching the cap. A customer won’t know until Norton shuts down the subscription before its expiration.
1 Like
Hello @Lisa_Harma
~ reading your messages made me curious ~
Thanks for piquing my curiosity.
as per Norton support: fwiw ~ my understanding:
Norton Secure VPN does not explicitly state standard bandwidth limits for its users. However, it generally offers unlimited data usage for most plans. That said, excessive usage, such as prolonged high-bandwidth activities (e.g., HD streaming or large downloads), could potentially strain servers and impact performance, which might lead to account restrictions.
Norton Secure VPN generally markets “unlimited” data usage, but like many services, it’s accompanied by certain conditions. These qualifiers might include avoiding excessive bandwidth consumption that could disrupt server performance or overburden the network.
Norton does not provide warnings before suspending a subscription due to excessive VPN usage.
as per Norton support: the data cap for all subscriptions is the same.
=====================================================
Norton does not annotate “unlimited” data usage qualifiers nor offers warning before suspension.
as per Norton support: fwiw ~ my understanding:
Norton will notify me via Norton product and email before my account is suspended affording me an opportunity to avoid service suspension.
Norton doc reads like suspend first - ask questions later.
as per support: fwiw - my understanding: my Norton 360 Deluxe in which VPN is included…subscription will get suspended.
as always, your milage may vary
=====================================
fwiw ~
Norton Secure VPN License and Services Agreement (LSA)
(Last Updated: August 26, 2020)
Service Capacity. The Service has sufficient capacity to accommodate average non
commercial use. However, from time to time during periods of extraordinarily heavy usage of
the Service, you may temporarily experience slower service or service unavailability. No such
temporary slowdown or unavailability shall constitute a breach or default by us of our
obligations. We reserve the right to temporarily suspend or limit your use of the Service if: (a)
your usage level exceeds our average customer use level or otherwise negatively impacts the
overall health of the network determined by us in our sole and absolute discretion, or (b) you
exceed any bandwidth limitations associated with your account. No such suspension or
limitation of the Service shall constitute a breach or default by us of our obligations.
NSV_LSA_Aug_2020_AMS_EN
=======================================
fwiw ~ the chat agent I chatted with … tried to blame data caps on my ISP…that if/when I exceeded my ISP data cap…then my Norton 360 will be restricted-suspended. I’m still head scratching…
==========================================
Edit: fwiw ~ as per chat support:
===========================================
=========================================
and after 10 rounds
Amazing isn’t it that, companies don’t give the customer the information they should, " up front", as in. The Almighty EULA agreement. No if or maybe, just facts, they will guarantee and stick to. Make their support train on it and parrot the exact same information when asked. The reasoning for that statement is a simple one from my perspective. DON’T, offer a service if your infrastructure cannot support it. Pretty elementary won’t you say?
SA