Despite several attempts by the so called "support team", they connected to my computer, made my sit in front of my PC for six and half hours, I continued to sit for another hour without realising the 2nd level expert had gone home. I was refused the opportunity to speak to a manager. I got a call a few weeks later to ask if my Norton VPN problem is now fixed. I explained how badly it all went and I asked to speak to his manager. I was first advised that they do not have a manager. Not long into the conversation, I was advised that the manager will call me the next day. I am still waiting for the call. I am not sure if the Norton executives are aware that the support team are running their own race and not being accountable to anyone including Norton customers. There is a real potential for brand damage. I have always purchased Norton Anti-virus software. I will no longer purchase the Norton product. I am keen to know if there are any other Norton subscribers who may have had a similar experience, where the Support team have shown such disregard to Norton customers.
I have had a similar problem since I subscribed to Norton 360 nearly two years ago, only I not only cannot send email with the VPN on, I also can't receive any email. I have Comcast email, but I use Outlook to retrieve it. I suspect that is the problem. I also had to turn the VPN off when I wanted to send or receive my email. I say "had to" because recently I have an entirely new interface for Norton 360. The easy turn-on, turn-off feature doesn't seem to exist. In fact, the VPN isn't even mentioned on the new screen. I don't see any indication that the VPN is on or off. I feel like I'm paying for a product that I don't have. Very frustrating.
Hello SoulAsylum
Thank you for your response. Yes, they did, and it did not fix the problem. I found a manual work-around, which involves shutting down the VPN sending out e-mails and when I am done, switching the VPN on again. I guess the main reason I brought this comment to this forum is to highlight the lack of support from the so-called "Support Team" based in India. They have been absolutely unhelpful and answerable to no-one, a level of arrogance I have never seen before. It just helps me to understand how much Norton values its customers. Going forward, I won't be making that mistake again.
Hello Krish. Have any of the techs enabled "split tunneling" within the VPN to add your email client to the allowed/excluded list?
https://community.norton.com/en/blogs/product-service-announcements/enable-split-tunnel-norton-secure-vpn
SA