Not sure if this is the right forum to file a complaint.
Yesterday (03/07/2025) I have had a rather frustrating experience with Chat employee called Nitin.
The issue:
I have bought a NORTON GO Premium package and still have more than a year on my subscription left. Their website shows that the Premium package includes a VPN. However see no way to install it.
The response:
Short version (the actual chat took about 1 hour!). Your subscription does not include a VPN. I can help you buy a new subscription for a VPN.
I explained that their website clearly show that it does but he/she than kept going round in circles that my subscription didn’t and even added that I was an “OLD” subscriber coming from Bullguard which is true but my most recent subscription was with Norton and NOT with Bullguard.
I have sent screen shots from my subscription page and from their own website but all to no avail. He/she kept on insisting that my subscription did not include a VPN but he/she could sell me one.
After almost an hour in a (very slow) progressing chat I had enough and ask if this issue could be escalated to a superior.
Nitin informed that he/she would do that and asked for a telephone number and best time to get in touch. I have given my telephone number and the best (New Zealand) time frame to be called back.
So far no response in whatever form.
I would be happy with any thoughts on how to escalate this.
fwiw ~ as far as I’m aware. GO is no longer offered for new subscription. GO is offered for renewal subscription.
I imagine an “upgrade” would be to a Norton 360 plan.
May be best to discuss “upgrade” options with Norton support…your location.
Norton offers a variety of plans, and the main way they differentiate themselves is by the number of devices you can protect and the amount of cloud storage included.
Norton plans can vary by branding/features/entitlements/vendor and by location/country.
I do not claim “this” (my reply) is an official reply.
fwiw ~ DocID: v20220928185957303 was posted/offered as official documentation…my location.
When you opt “Upgrade for FREE”…your location. What do you see?
Norton plans can vary by location/region.
Norton plans can vary by branding/features/entitlements/vendor and by location/country.
AI Overview
Norton plans primarily differ based on the number of devices they protect and the amount of included cloud storage. Beyond these core features, plans can also vary by branding, specific features, entitlements, and even geo-location or country, according to Norton Community. For example, Norton 360 Deluxe and Premium versions offer different device and storage capacities, with Premium covering more devices and offering more storage.
Here’s a more detailed breakdown:
Device Protection:
This is a key differentiator. Norton plans may cover anywhere from 1 to unlimited devices, including PCs, Macs, Android, and iOS devices, according to Norton.
Cloud Storage:
The amount of cloud storage included also varies significantly between plans. Some plans offer 50GB, while others offer 100GB, 250GB, or even unlimited storage.
Other Features:
Beyond devices and storage, Norton plans can include additional features like:
Secure VPN Provides a secure connection for browsing, especially on public Wi-Fi, according to Norton.
Dark Web Monitoring Monitors the dark web for your personal information and alerts you to potential breaches, according to Cybernews.
Parental Controls Allows you to manage and monitor your children’s online activity.
Identity Theft Protection Provides tools and services to help protect you from identity theft, according to All About Cookies.
Branding, Entitlements, and Location:
Different regions may have different versions of Norton 360, with variations in branding and the features included. For example, you might find Norton 360 with LifeLock Select or other specialized versions.
Hi, have been waiting for escalated phone call from Supervisor. Now after 5 days, no call, unless the call that came from a US number, in the middle of the night NZ time, was from Norton. No message left on answering phone. Service is abysmal and documentation/feature overview all over the place. Sorry but I do believe that VPN was/is included in my premium package (GO or no GO).
The premium package definitely included support of which I have seen very little up to now.
Previous question:
“When you opt “Upgrade for FREE”…your location. What do you see?”
Answer: I am directed to a shopping trolley which is empty.
BJM, I do not know past and present product names as Norton changes them as I change my underpants. What I can say is that I have a GO premium subscription with one more year to go. I have provided screenshots via a chat to Norton. Was promised a call back from a supervisor within 24 hours. Had 1 call from a US number (possibly Norton) which was 1 minute after midnight NZ time. Caller did not leave a message.
If I start a new chat with support I have to start the whole story from start and get a variety of answers for the various people at the chat.
When I click the “Upgrade for FREE” button on the website I am redirected to an empty shopping trolly.
I hope there is a refund for the time left on my subscription as I am seriously considering the move away from Norton.
Transition can be done at a cost of NZD164 which is more than I paid for the initial Premium license.
Compare this to NordVPN basic (voted best on many a website) at around NZD100.
NO thanks, time to move on.