Thanks for taking the time to write us. I'm sorry I don't work with the Norton Chat group, so I'm not sure why you are asked to be on the phone. From my own experiences, I know customers have different preferences on how they want to get helped. Some people actually prefer to talk on the phone. Of course, some customer might like to chat on line or come to the Forum.
My personal option about the question "How many computers do you have?” is a valid question. I have heard that customers face some issues that other parents don't because they have a large amount of computers under one Norton Family account, so you see the number of computers might be a factor causing some issues.
Now for the Norton Family questions you have, please provide some details on the issues you experience. I'd like to provide the answer to you via the forum.
I'm sorry you were treated like that. May I ask you how you contacted Norton Customer Support? Did you use this link? www.norton.com/chat I am going to bring this to the attention of someone.
To answer your questions about Norton Family, I am going to have this thread moved to the Norton Family part of the Forum where you will have more visibility there. I'm sure they will answer your questions about the Norton Family. All I know about it is that it comes with the NS Premium and it is a separate program which gets installed. I haven't used that program. You will be able to find your thread in the Family part of the Forum. Here is the link for the Family Forum. Your thread should be found there shortly.
What URL did you use and where did you find it? I ask because if you just searched on Google the first few listings are usually not true Norton Support, but just companies that offer support for Norton products.
The agent asking you to switch to the phone does not sound like a true Norton agent. They were probably fishing for your phone number. A chat agent will continue the conversation using the chat function.
The actual Norton chat support can be found at www.norton.com/chat
To answer a question you seem to have asked here...The Norton Family Premium version is included with the Norton Security Premium.