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Issue abstract:
Detailed description: My Norton 360 has not worked since 11/24. CS is a joke. I have been remoted, called, escalated 3 times but nothing happens. Apparently there is no way to submit a complaint or talk to a manager to get me the help I need.
No way to talk to an engineer. Promises promises but no action. o green back up ticks, system not backing up, Red security alerts, CS and Escalation team no help. How is this possible. I have had Norton for 15 years and this level of service is unacceptable. Does anyone for Norton respond to these issues at the management level?
OS details:Windows 11
What is the error message you are seeing? None
None
If you have any supporting screenshots, please add them:
N/A
@David_Huber Hello. Unfortunately the managerial level folks at Norton won’t get involved here on the forums, ever. They will have another employee do things here. If I may ask some questions I will do my best to help.
1- You have Windows 11, what version and build is it? Click the Start button and select Settings. Navigate to System > About. Under Windows specifications, you will find the edition, version, and OS build information.
2- Have you done a “remove only” with your Norton install, then, after a reboot manually removed ALL folders with the names Norton, Avast, Symantec and rebooted a second time. They reinstalled your Norton product by logging into your Norton account and downloading it there for install? https://www.norton.com/nortonremover
3 - Is your current Norton product version 24.xx or 25.xx ? The latter is the latest and states that the green checks and backup issues are solved per the announcement:
Norton Community urges users that do not want automatic renewal to Unsubscribe and Delete their billing profile.
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.
I am on Windows 11 that is up to date & just got the latest update from Norton 2 days ago. Still the same issues. I am done trying to fix the issues myself…is that not the reason for customer support, the escalation team, and Norton engineers. Update: the inconvenience: I filed a BBB complaint and Norton is saying the same thing, “sorry for the inconvenience.” An engineer is to be on the next scheduled remote tomorrow. I have asked the escalation team multiple times about uninstalling/reinstalling but they caution against it. Why?
So, Windows Security is running?
What device security is running?
Does Norton LiveUpdate run?
Does Norton QuickScan run?
Sorry, from this distance. I’ve no notion.
fwiw ~ my boiler plate:
If your Norton is not working as expected and you’ve tried Troubleshooting → Reset to Default &or Repair Norton & clean re-install Norton 360…then…reach out to Norton support.
Note: Reset to Default resets Cloud Backup
Note: Norton Remove and Reinstall tool vs Norton_360_Remover here
Were my machine. I’d clean install Norton 360. Maybe, Lv1 already did clean install.
I’d run Norton 360 Remover → Remove only → Scour File Explorer for remnants → clean install Norton 360 from my Norton account. Even if your issue remains. You’ve done basic troubleshooting. If you’re of a mind to play with this some more.
And you’ve deleted your billing profile with Norton 360 - Unsubscribe?
@David_Huber One question that may make a difference wasn’t answered in a previous post. Is your install of Windows 11 running is S mode and/or do you have an ARM CPU? TIA.
