I have received two Symantec VIP security codes to my phone without making any request. I think it is an outsider trying to access my norton account.
History: A hacker kept changing my laptop settings two months ago. I had to reinstall windows and disable network connections for some time. I purchased Norton Internet Security in May mainly to stop this. I think it is the very hacker who is trying to access my Norton ac.
I had to spend hours today to find a way to report this. I had to fill many forms without any response. Even though they've mentioned chat support is available 24 hrs/ 7 days I got a message saying read articles/posts since no support is available. To post this to the forum also I had to wait. It is a pity that Norton doesn't have a way to report urgent problems like this.
Pls let me know whether I should ignore these VIP security codes and hope for the best or report this matter to Symantec. If so what is the most appropriate way to do so.
I have received two Symantec VIP security codes to my phone without making any request. I think it is an outsider trying to access my norton account.
History: A hacker kept changing my laptop settings two months ago. I had to reinstall windows and disable network connections for some time. I purchased Norton Internet Security in May mainly to stop this. I think it is the very hacker who is trying to access my Norton ac.
I had to spend hours today to find a way to report this. I had to fill many forms without any response. Even though they've mentioned chat support is available 24 hrs/ 7 days I got a message saying read articles/posts since no support is available. To post this to the forum also I had to wait. It is a pity that Norton doesn't have a way to report urgent problems like this.
Pls let me know whether I should ignore these VIP security codes and hope for the best or report this matter to Symantec. If so what is the most appropriate way to do so.
I will try Norton Power Eraser as soon as I get a chance to use the laptop. I have been waiting for more than three hours for this windows update taking place right now. It is very unusual because it has not taken this long before. Even to reinstall windows it didn’t take this long. I am using my old computer to post this.
As for changing the password I really don’t think that it will help since this hacker can easily get it. The one I’ve used is very safe using a combination of letters, numbers and symbols. Anyway I will change.
As for questions,
1) Let me ask you whether you have accessed Norton Chat here:
2) VIP access is a 2FA method (Two Factor Authentication). Have you set it up for your Norton Account?
Yes
3) Have you again received the VIP codes? (May be some one mistyped your phone number)email address or
I have received two without any request other than the first one I’ve requested. As for mistyping, I really don’t think the same user mistyped the same number twice on two consecutive days. It can be two users mistyping, but it is very odd. Only Symantec staff can check the ip to see whether that user logged into another Norton ac and whether it is very similar to my number
In addition to changing your pasword, make sure you change your login email address as well, as I suggested earlier. After all, it's your login email address that the hacker is using to attack your account with. Of course, this means you might need to create a new email account if you don't have another one already.
I'm curious. Are you able to tell whether your original email address, the one that's currently associated with your Norton account, has been tampered with by the hacker as well? Just to be safe, I suggest you change your password there , too.
But make sure it's different from the Norton one that you've changed to.
Thanks for answering,Gayanig. Don't panic and do all at once. Since you have 2FA turned on, its probably safe to an extend. Make sure you turn 2FA on with your e-mail accounts & also change password (said by Inquirer) and security questions as well. You wrote: "As for mistyping, I really don’t think the same user mistyped the same number twice on two consecutive days. It can be two users mistyping, but it is very odd. Only Symantec staff can check the ip to see whether that user logged into another Norton ac and whether it is very similar to my number" Yes, mostly only Symantec employees related to their infrastructure security can help you trace the login attempt. (Thats out of a users reach, that why chat link would be help ful. Wait! See if the problem occurs again, if yes post us back and do a chat again) . This is what I assume as best hope: Someone who tried to add 2FA to their norton account, but mistyped your phone no. instead of theirs. (like 6 for 8 or 9, vice versa, 0 for 9 etc) or you used a commonly used and easily mistaken characters in email address (ie O or o for 0, I or l for 1, 5 for s,and vice versa, common names etc ) Don't mistake me if these said characters are included in your mail address or phone no. :D
I would not reccomend using the power eraser unless you are an expert. Some malware use the same names as critical Windows files and if you delete those, you will not be able to boot up to have the power eraser reverse what it did. You would be best off going to one of the free malware rermoval sites and don't try to fix the problem on your own. It will only make it harder for the removalist working with you.
I had some problems with windows update. It took 8 hours that day. I will change password as soon as I fix this windows problem. I do agree with the mistyping comment as well.
Though I agree that malware removals cause unwanted problems I ran npe since it gives me the option to select fix. Some other programs remove without giving the chance for the user to decide. Anyway it detected two legit programs (Chess 2012 and Kepard setup). I allowed npe to remove those since I had copies. Anyway my old computer had hardware interrupts when I scanned it with HItman Pro. It can be deeply rooted adware. After restoring the sytem several times I decided to keep those adware since I am not using it much. It seems that advertisers have taken a terrorist approach to invade our personal computers without consent. It is a big threat to anyone who is surfing the net.
Update: The settings started changing on its own again. I think it is the very hacker mentioned before. Reporting this matter to Norton by filling forms for hours & changing passwords (email as well as Norton ac) didn't stop him. Somehow he was able to beat Norton to gain access. I had to reinstall windows. This is really annoying because I have been scanning and reinstalling for months. I have no time or peace of mind to use that laptop for my day to day work. Last time he hacked my laptop I was using free antivirus and firewall programs. So I didn't expect much from those. When I informed one technician there about this matter he said to buy their internet security package which can solve my problem. Any way I bought a Norton internet security package expecting a better protection. But it has failed to stop this.
Note: I hope Symantec will take action to protect privacy of their customers and also to stop hackers from violating laws. It is not good for their reputation if hackers take them lightly.
Hi, Gayanig. It seems strange things are still happening, and you may be infected. I would suggest you contact one of the free malware removal forums we recommend, where an expert will work with you to clean your system.
I mentioned that you should go to one of the free removal sites way back on the first page. An invasion by a hacker can be a dangerous thing. Changing passwords without getting rid of the hacker I don't think is going to do any good really. I think you should sign up with one of the free removal sites like I mentioned before. They will work with you on a 1 to 1 basis until your computer is clean. As you saw, a reformat doesn't clean up everything all the time. Some things have to be cleaned by different tools and methods which only a trained removalist can help you do. You may have to bring both of your computers there since it appears that it has invaded your network. I would signup ASAP because there could be a wait until they are ready for you. Just do everything they ask of you and if you don't understand something, ask before hand. They will then explain it to you in a different way. Please keep up informed, but once they start helping you, you have to stay with them until they tell you that your computers are clean. After your computers are cleaned up, then we can help you to get clean updates to your NIS.
I have received two Symantec VIP security codes to my phone without making any request. I think it is an outsider trying to access my norton account.
Pls let me know whether I should ignore these VIP security codes and hope for the best or report this matter to Symantec. If so what is the most appropriate way to do so.
If you are referring to getting different VIP codes as you monitor the VIP app on your phone, that is how the app is designed. You are not requesting the new codes, and no app is sending a request for a new code. If you watch the app for a number of minutes, you will see that the code changes on its own. This is so an old code could not be used in the 2 step authorization for a site that uses it.
If you are trying to access a site that uses the 2 step authorization and Norton VIP, that app will check with the VIP servers to verify the current active code.
Thanks for all the replies. I was really busy with some report work in my old laptop and didn't have time to go to a free site as mentioned. But I disabled all the network connections to this to avoid further trouble. But unfortunately I had to allow my mother to use this for skype this week and now my norton settings have changed again. I am unable to scan or change any settings. I will try again to chat with a specialist which is really time consuming after my finishing the report work. Anyway I am not using an app to monitor as mentioned by one member. It is really pity that we had to spend hours with volunteers in free sites after spending money to purchase internet security package. Hope norton will do something to stop these intrusions by sick hackers or else people will stop buying paid packages and go for free ones since there's no difference.
I too agree now to visit a malware removal forum mentioned ( May be your problem needs an expert malware removalist to deal with). Be sure you are posting in the right section / board like you post your problem with nis or nav in this board and n360 in its board. Most of the forums have other boards like hardware, software, etc which are more open and anyone can say their word. Check for malware removal or related and be sure to read their rules given on top. Come back and share with us your experience there when possible.
