the panel says set up protection for the Scam Protection. It says 2 of 2 active.
I click it and it shows Safe Web and Deepfake. So, what is the third protection?
for a while now this has said 3 of 3 active. now it suddenly says 2 of 2 active. Why? this got messed up after the latest live update and restart. I did a repair and sign in and out but didnt fix this. Any ideas?
For me it is SMS
This is an issue again. It used to say 3 of 3 but now says 2 of 2 active.
Why? This was after the latest restart request. The 2 protections are Safeweb and Deepfake protection.
What is the 3rd protection?
Google tells me different things. Then a supervisor of one of the front line people said it is for email. Told me to contact email provider for password. That is not happening. AOL handles webmail for Verizon. They are pay for help.
i usually have to generate new passwords with them to set up new email programs. Not sure if that is what it takes to get 3 of 3 back again here. who knows.
Ok, the support guy said it was for email. The SMS is for mobile so I have Safe sms on my phone. It is strange that on this pc it used to say 3 of 3 active and now says 2 of 2. At least the set up protection msg is now gone.
I now have 3 of 3 active and the third one was safe SMS.
The support guy was wrong. That front line support is unreliable and just makes things up at times. Scary.
When i booted up my pc , the norton pop up prompted me to finish set up and then i saw the 3 of 3 active for Scam Protections. Both calls I made yesterday were useless. I am better off trying to solve things myself through a live update, Repair, sign out and in, restarting PC and running a scan.
I tend to use support by call or chat only for sales and subscription related issues like merging two subscriptions.Anything technical is best asked here.
I also think of Norton as a self help piece of software where you can find answers via their web pages. I do have some computer related experience that others might not and I can see why they call support for those issues. But 1st level support will not be able to help outside of the usual reinstall answer and waiting for higher level support takes too long.
@gmPro182 Instead of creating new posts please follow-up in the original post regarding the same issue. Its easier for us and Norton to keep track of things and assist better.
Regards,
SA
ok, and instead of making us experience all these bugs, why not test the products out yourselves first??? vs having us experience them over and over. Please test this product more and train the front line staff better. Thank you.
These issues are recurring. Please fix them.
I don’t work for Norton, I’m an experienced user assisting others here.
SA
Ok, I also help users by sharing my experiences and following up with the solutions that I come up with from my hours spent with all the bugs. Most things I had to solve myself. I am not sure why Norton cant test the product more before releasing it to users. At least now, from having so many issues, I have a bunch of steps I can go through to fix things.
Yeah, but sometimes you need to show them what is going on. They can view my screen.
Problem is that they don’t always seem to be very knowledgeable. It is a shame. There are basic troubleshooting steps they can do. Level one should be better than I am, but they are not. Well, not anymore. After facing so many issues, i got a lot better at troubleshooting. This product shouldn’t have been released with all the issues. They should give it to level one to use at home. For some issues, you have to contact level one and they then need to push it up a level, but then you hear nothing back and only get a case number. It is pretty bad and no responsibility is taken by Norton. I dont like that. But the point is that level 1 needs to be trained better. ..as far as what your choice is..that is another matter…and varying levels of technical skills or experience with product will determine your path of resolution,etc. Norton needs to train level 1 better. That is the main thing here and a very solid point.
Level 1 agents are only working off scripts on their computers. So it often takes time for any information on new features to get added to the scripts.
Very occasionally you might get one that has actually used Norton and is able to think outside the box and can actually be helpful. But they are definitely not the norm.
Hmm but many features that i have had issues with have been around for a while now.
There are things they could suggest. I have made my own list. I ran into something the other day. Regardless of the situation, there are things you can do to correct it or reset it. I dont call on how to use new things, I call in because something isnt working correctly. They should all be using the product. Anyway, it is a problem. They need more training and should have the product on their pc and experience it. They should have a list of simple things a user can do..like sign out and in, restart pc or phone, run troubleshooting, download live updates, run a scan.etc. SOme real simple fixes to do up front. They need a list. I am not the management there, but this is what they should have. At least try some simple troubleshooting up front. If no fix… create the case # and it just sits out there forever with no contact to user in future. It is sad that they basically just hire people and do not train them well.
