Subscription Status Problem

Hello – I hope that I am in the correct place for this question – I joined this group today.    I had Norton Anti-Virus 2009 installed in this computer until yesterday (3-29-11). Because I was receiving warnings from Norton that my subscription was near its end date, and I also wanted to upgrade to Norton Anti Virus 2011, I purchased Norton Anti Virus 2011 -  1 year Protection for 3 PC’s from Staples. Last night, the Status indicated that I had 6 days remaining on my 2009 subscription. So, I removed NAV 2009 via Control Panel – “add or remove programs”. Then I loaded Norton Anti Virus 2011 into the computer. While it appears to have loaded correctly, the “Subscription Status” still showed  only 6 days remaining. It should have shown 1 year remaining.  Today, it says 5 days remaining. I found a tutorial that suggested that I  utilize the “Renew” function and insert the Product Key. Inserting the Key did not change the status of 5 days remaining. Of note is that I used the Product Key Number that I printed by direction of Norton’s Install instructions. This is not at all the same Number as the Product Key Number that was on the card that I found in the box with the NAV 2011 CD. Please help me renew my new Norton Anti Virus 2011 for the complete 1 year.

Thank You,

  Bruce

Thank you for the reply. I did use the Renew button, eventually entered the Key Number that I printed out. However, I later noticed that the Key Number was not the same as the Product Key Number that was on the card that I found in the NAV box (with the CD). Should I try the Renew Button again with this other Product Key Number? 

Use the new key, the norton instructions must be for your existing key.  Your system and the instructions couldn't possibly know the key that comes with the new product.

 

Dave

Thank you for the advice. I have to log off now. Will get back on in a couple of hours and try your fix. Thanks again. Bruce

It Worked!  I went back to the Renew Button, and this time I used the Key # on the card (not the key # that I printed out). Now I have 366 days of coverage. Thank You Again, Bruce

Hello – I hope that I am in the correct place for this question – I joined this group today.    I had Norton Anti-Virus 2009 installed in this computer until yesterday (3-29-11). Because I was receiving warnings from Norton that my subscription was near its end date, and I also wanted to upgrade to Norton Anti Virus 2011, I purchased Norton Anti Virus 2011 -  1 year Protection for 3 PC’s from Staples. Last night, the Status indicated that I had 6 days remaining on my 2009 subscription. So, I removed NAV 2009 via Control Panel – “add or remove programs”. Then I loaded Norton Anti Virus 2011 into the computer. While it appears to have loaded correctly, the “Subscription Status” still showed  only 6 days remaining. It should have shown 1 year remaining.  Today, it says 5 days remaining. I found a tutorial that suggested that I  utilize the “Renew” function and insert the Product Key. Inserting the Key did not change the status of 5 days remaining. Of note is that I used the Product Key Number that I printed by direction of Norton’s Install instructions. This is not at all the same Number as the Product Key Number that was on the card that I found in the box with the NAV 2011 CD. Please help me renew my new Norton Anti Virus 2011 for the complete 1 year.

Thank You,

  Bruce

I recently purchased a HP Laptop. First I purchased Norton Internet Security 2011 Subscription Renewal (2 Year Subscription) for my computer. Upon realizing I also had a free 15 month subscription, I also put that into my computer, giving me over three years worth of protection. Once I re-started my laptop, I saw that the total amount of protection days was only 456 days, far under what I had expected. My email has a confirmation of the two year purchase. I tried to confirm my purchase with the serial number provided in the email. No such luck, they refused to confirm it. Now if I state "I do not recognize this order" I risk losing the money I already used to purchase the product. Any help would be appreciated. I've ran the "Live Updates" icon multiple times with no luck either. 

 

barabara,

 

Dick's explanation is completely correct -- I'd recommend that you go to the Norton OnLine Customer Support this time using the CHAT function via your keyboard, as below. All the user feedback we get says that they are extremely helpful and frequently when you lose days by installing with a new KEY on top of an existing one we have heard of them adding it back in.

 

Whether you can do that with a 15 month trial installation I don't know since those are pretty rare -- could it have been a 90 day trial with you paying for an extra 12 months and if so did you actually pay the extra? I know that is hwo it works for some HP computers.

 

Anyway give it a try since CHAT is much better than email or phone:

 

To contact customer support Click on this link and work on from there. You may have to scroll down a little to see the SCAN button.

You can choose CHAT or Email; email or phone may have a long wait time and feedback from users tells us that CHAT is by far the best at resolving problems.

Note that that link is to the USA/CAN website so if you are located elsewhere I'm sure you will be able to find the equivalent location on your local Symantec website; some pages have a link at the top right where you can select the country you are located in.

Please let us know how you get on ....