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?
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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.
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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
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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
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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…
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Edit: fwiw ~ as per chat support:
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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
Old thread but wanted to share that this just happened to me today as well. After reading this I also suspect that it has to do with VPN usage which is ridiculous, the support team said there was not explanation on my account other than abuse, we all use VPN, its one of the reasons we got this damn product, “unlimited” is supposed to mean just that. I have been a customer for over 10 years now and I am really considering ditching this damn service for good, it’s been becoming bloatware more and more over the years, pop ups constantly trying to scam you into paying more for some BS service or product, but this is likely the last straw. They did resolve the issue but I dont believe I will continue to renew my subscription anymore after its over.
1 Like
Happened to me today. Confirmed VPN usage limit reached. Got the impression it was unlimited but not so. Had I known, I probably would had used something else for VPN. Seems a bit excessive, perhaps even negligent, to cancel your entire antivirus software without warning. Why not just disable the user’s VPN option?
Happened to me while I was out of town on work. The only time I use Norton VPN is when I am out of town – there is NO WAY that I’ve used two terrabytes COLLECTIVELY in the 15+ years that I’ve had Norton. I called thinking there was an error and was told the same thing – I overused the VPN, which is impossible. Oh, and I’m six months into a 24-month license! Like Lisa, customer service said that I could expect a phone call within 48 hours and I’ve received nothing yet. This is no way to maintain a loyal customer.
I had the same problem. I used the Norton VPN fairly infrequently – always on my cell phone and when I used my notebook computer remotely. Otherwise, I used a separate VPN that I preferred. I was on a trip and, all of the sudden, with about 18 months left in my contract Norton 360 (after been a loyal customer for literally decades) Symantec up and terminated my contract. I thought it was an error – easy to fix when I got home. No no. When I called customer service they indicated that no error had been made and indicated that I would be contacted by another level of customer service that could answer questions I had. They did invite me to purchase another contract though. But they wouldn’t tell me what threshold/limit I had broken (because they don’t have one). And that second level of customer service – shocker – they never called me. So here’s the trick – go through the Better Business Bureau and challenge them. Yes, they’ll give you the standard line of overuse but push back. I asked for a full refund and received it. And the good news (!) is that I found Bitdefender, which is a much better product. A little more expensive but totally worth it. And I don’t ever use their VPN (the product I purchase has a throttled VPN option; you can purchase a non-throttled version if you wish). I’m done with Symantec. I started with Symantec Utilities in the mid-90’s before they even had an anti-virus product. If they want a divorce I am happy to comply.
All the posting here is about one simplified issue that is being ignored. Clear statement regarding VPN usage limits, yet its explained in the Norton Terms of Service. Clause 4, section #8.
- Norton VPN. Norton VPN (“VPN Service”) is designed to accommodate average non-commercial use. However, from time to time during periods of extraordinarily heavy usage of the VPN 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. VPN Service availability is subject to restrictions in certain countries, please check your local laws before use.
We do not condone or endorse any VPN Service abuse (including but not limited to excessive bandwidth consumption, or any action imposing an unreasonable or disproportionately large load on our infrastructure), nor any unlawful, illicit, criminal or fraudulent activities perpetrated by using the VPN Service. We are not liable for your use of the VPN Service. We reserve the right to temporarily suspend, limit, or terminate your account with notice. If your account has been suspended, you must contact us as soon as possible to provide additional information regarding your VPN usage for us to assess the situation and if applicable, reinstate your account. Failure to contact us may result in termination. No such suspension, limitation, or termination of your account shall constitute a breach or default by us of our obligations.
SA