Hello, I just downloaded your service Sunday and as of today (2am Friday) it has been down for maint. for 2 days. Very disappointing! My kids are off from school, I am trying to adjust their time limits since they are home and I cannot do anything. What is the time frame on this being back up????
Can you give us a time frame? Today??
Like we REALLY want to know when we can expect this service back up for all for us to use. A lot of use paid for Premier service and are Not getting what we paid for. I have 2 young boys who are rewarded or not with computer time. This outage gives us no control over many areas now.
PLEASE provide us with an ETA..................
NO communication is Bad, very Bad, some communications is better, but nope? That puts you at the bottom of the pile and you know what pile I am talking about.............................
PROVIDE SOME communication, what is on the board from you, is out of date by 2 days, come on Symantec!!!!!!!!!!!!!!!!!!!!!!!!!!
Could you please give us some idea when this service and all the peripherals will be back online. Is it a case of "how long is a piece of string"? In which case then could you admit that your team are having difficulties.People will moan I am sure but will respect your honesty.
This has reached the point of COMPLETELY unacceptable. I specifically chose a solution from a company that was well-established so that I could rely on the application without concern of these types of things. In today's world of technology no downtime is acceptable, but 4 days????? Especially without any meaningful communication. WHEN WILL THIS BE RESOLVED?
FORUM MODERATOR: Do you really think you should be ignoring all of these comments? I, too, am a paid Premier Member. I have 5 kids. And now your outage has gone into a weekend. As angry as your clients are with the outage, I am really disappointed in the unprofessional lack of response to all the concerned users' comments.
Updated: Actually, I apologize, I do now see that a response was made to the Norton Online Family downtime is UNACCEPTABLE message thread and above by "Yvonne".
All, I am the product manager for Norton Family and can assure you that the team is working night and day and throughout this weekend to bring the service back up as quickly as possible. We also apologize for the inconvenience and are doing everything we can. We will continue to keep you posted through this forum.
Sorry, but "working day and night" is not acceptable nor a good enough explanation. I believe the outage is now 4 days in length.
I have been a customer of Norton products for over 20 years. I had to uninstall your product in order for my child to use her laptop and will now think twice before purchasing another Norton product.
Totally agree with the OP's comments . . . really unacceptable levels of service from the Norton team.
Can I add a question to this topic . . . how do you disable Norton Family Minder when authentication to the server is not possible?
Thanks.
Mike leonard
You have five kids.! Two is enough. You should take up finger knitting.
Maxpower - I was able to fix my child's laptop by uninstalling the Norton Family software. You will need the parental email and password.
If the software has already locked down the computer, reboot and hold down the F8 key while Windows is restarting. Choose "Safe Mode with networking" which will allow you to access basic functions. Uninstall the software in Safe Mode and reboot.
It is Saturday evening, and we are unable to have our son use the computer to do his homework. I would get my husband to remove your software, but that is not the answer we want to this problem. We will only have to find another internet safety system, and Norton was fine until now. Please give us a time frame for when it will be fixed.
And WHY could you not provide accurate information to people - ON THE HOME PAGE - onlinefamily.norton.com about the outage - and CLEAR instructions about what the impacts would be to end users
I have just wasted hours trying to fix this - and eventually found these threads
Looke - everyone sometimes has issues with their service - but when they do PUBLIC, VISIBLE communication is what is needed.
See my other posts - you have broken more rules on the "how to run a web facing IT service" in four days than I've ever seen from one company. Yvonne - right now, can you really call yourself the "proud manager" of the service. If you are still proud right now then you have lost any ounce of common sense.
Sorry but this is a SHAMBLES.
Hi BAHHUMBUG,
I've sent you a private message. Please check it when you get a chance.
Thanks,
Katie
Hello, I just downloaded your service Sunday and as of today (2am Friday) it has been down for maint. for 2 days. Very disappointing! My kids are off from school, I am trying to adjust their time limits since they are home and I cannot do anything. What is the time frame on this being back up????