Where's my free chat support?

Norton Security | Norton Internet Security
1

 

I was trying to find whether the remaining days (34) on my current license would be lost in case I decided to purchase my renewal now.  And the reason I wished to renew now instead of waiting for the present license to expire was to take advantage of a discount that Norton is offering, not knowing whether this same offer would still be in place by the time my current license expires.

 

After a few queries and a brush over "Frequent Questions" did not resolve my issue, I tried the Chat feature but all I could get was your virtual Nathan... Never to give up easily, I went along with it and tried to put my question in various different ways, to no avail... I would never get my question answered...

 

Now, Is this the kind of chat I'm being offered by Norton as free support for your NIS product? If so, and if this is to be considered reasonable and acceptable, is it also reasonable and acceptable that your "Nathan" cannot answer a question as simple as this one:

 

"If I decide to renew my NIS license now, will the remaining days on my current license be lost?"

 

Is there any way to present this question in any simpler or clearer way? Possibly. But, as I said, having put in several different ways, I must admit that I may not have been clear enough to make myself understood by your patient gentleman... Sorry, Nathan!

 

On a related issue, if I purchase the 3-user version, how would I do to make the same upgrades in my other 2 PCs?

 

Please help.

 

Cheers

 

2

Hi  LinYu2

 

try this link-

 

https://www-secure.symantec.com/norton/support/contact/chat/ivr_chat.jsp?chatexp=ivr_ts

 

Hope that helps

 

Cheers:smileyhappy:

3

 

Hi smithy!

 

Thank you very much for your prompt reply. However, the link you kindly provided leads me to sreens I had already tried before posting my help request, with no success at all.

 

I am attaching the copy of the screen from which I am unable to go further. When I fill up the boxes and click "Continue" nothing happens.  No error message, no signs of any action being started, nothing... It's odd.

 

I still hope someone could provide me a straight answer.

 

 

P.S.  --  Unfortunately I was unable to add the picture of the screen, but I trust you can easily determine which one I'm referring to.  Sorry for this and thanks again.

 

Cheers

4

Hello LinYu2..  Here is an old POST by Yaso_Kuuhl about a post by Tony_Weiss that might help explain the difference between upgrading and renewing.  I hope it helps answer your question.

5

Here is the direct link to the chat www.Norton.com/chat/. Also when you purchase a three user license, enter it one day or the same day the existing license is due to expire. This is because unless you purchased a RENEWAL, a new license uses a new key and will replace the existing license, regardless of the days you have. That means you will lose the existing days. Once you’ve sort the licensing issue out, upgrading is free within subscription. To upgrade, back up your Norton identity safe and download the upgrade from the Norton upgrade center at www.Norton.com/nuc/. For Norton Internet Security, the direct installer link is www.Norton.com/nis12/.

6

On a side note, in the support window that pop up when you click visit Norton help center contact us in the bottom right hand corner to get to the option to contact Norton either through chat or calling.

7

Hello LinYu2

 

If you enter a new key  before your current subsciption ends, you willl lose the remaining days. However, if you contact customer support, user feedback says they are usually good in adding back the lost days..

 

With a 3 pc license key, the countdown starts with the first pc that has been activated..

 

https://www-secure.symantec.com/norton-support/jsp/contact/contact.jsp?lg=english&ct=united+states&product=Norton%20Internet%20Security&version=2012&directChat=on&pvid=f-nis-cur

 

This link will also bring you to the English chat. You will see the chat feature button on the lower left. If you need a different language, please let us know.

 

 

Please come back and let us know how you made out. Thanks.

8

 

I wish to thank all the people who tried to help with my issue.

 

In particular, I thank floplot for the interest shown about knowing my success (or lack of it) with the link provided. Unfortunately, all the links provided in this thread for the chat page aren't working. More specifically, they all do bring me to the page where my name and email address are requested, except that the button "Continue" will not trigger any noticeable action. It's simply dead.

 

From the pieces of information you all provided, it seems to me that if I purchase my license now at the discount price being offered by Norton and if I hold on the key activation until my current license expires in mid-December I would be fine. Unless, of course, the discount period (which is not indicated in the "Limited Time Offer") extends beyond that time, in which case I would have no real advantage in buying right now.

 

It would still be interesting and quite useful to learn why those links are not leading properly to the intended page or even providing any hint on why they won't... 

 

Cheers

 

 

 

 

9

You can copy the link www.norton.com/chat to the Run window and hit okay you will get the correct page.

suppoort.png

 

10

Hello LinYu2

 

Would  you mind telling us where you are located? These links should be working as far as I know unless perhaps you are located some place where you can't reach customer support. Another possibility that might be causing this is if you have some malware on your computer that is preventing you from contacting Norton. Thanks.

11

 

Alleluia!!!...

 

Subash_Prabu got it! I do not know why, but the key is "COPY the link to a Run window"...  I must add that after getting successfully to a chat with a Norton representative by following this suggestion, my issue is resolved.  After I finished, I went back and tried this same link by clicking it directly from the thread and the results were the same as those I had already gotten from all the prior ones  --  Nothing!

 

Then I repeated the the "copy-paste-run" approach suggested by Subash_Prabu with all the other various links previously provided and, Voila!... They all worked fine. One other detail  --  the difference between the two methods is, clicking directly from the thread, the sequence of events goes like this: "Chat with an agent, Select language, Select product, Go!"  --  then "Support, Norton Internet Security 2012, with options to 'Visit the Norton Forum' or clicking a button 'Live Chat - Chat with an agent';  after clicking this button, a box pops up with the caption 'Norton PHONE support' and asking for name, email address and a summary of the question but then... Nothing actually happens.

 

It would be interesting to understand better why all those links work ONLY when copied to outside the Norton Forums and none of them work from inside the Forum... Isn't this strange?

 

To answer floplot's questions, I must also add that it all seems even more strange when the notices I receive automatically at my email address about new replies to any message I write in the Norton Community Forums are ALL (no exceptions) flagged with this warning:

 

"This message looks very suspicious to our SmartScreen filters, so we've blocked attachments, pictures, and links for your safety. Show content".

 

I'm temporarily in Portugal and will be back in the States in a few weeks; and this email issue happens only with those messages coming from the Norton Forums and none others. But this, of course, is a different issue and I will be glad to discuss it in detail if anyone shows any interest on what can possibly be causing this highly annoying (and a little unsettling) problem. Much particularly because it comes from no other than... Norton!!!

 

So, for now, many thanks to all those who tried to help and special cheers to Subash_Prabu, for the obvious reason, and to floplot for the kind persistence in trying to be helpful.  I appreciate it.

 

P.S.  --  The solution provided by the Norton representative for my chat question was: There is no discount price for "renewals" but if I purchase the product now at the discount price and activate the key only on my present licence's expiry date, I will not loose the days left and will have the product at the reduced price... Sounds a little odd, but it's fine with me!

 

Cheers

 

 

 

 

 

12

Microsoft SmartScreen is an spam-filtering solution that is integrated across all Microsoft email platforms, including:

To turn-OFF Smart screen filter follow the below steps

  1. Open RUN->type inetcpl.cpl and then click the Security tab.

  2. Select Trusted sites->sites->add community.norton.com->ok

  3. Under Security level for this zone, click Custom Level, and then scroll down to Use SmartScreen Filter (more than halfway down the list).Disable.

Try this and check if you are still facing the problem...Glad to hear that you got your Problem solved. The Tech gave you the right solution, you can purchase it now and keep it without activating on any Computers. Once the Subscription expires Activate the Product using the Product Key you'd purchased.

13

 

 

Subash_Prabu,

 

Thank you very much for your follow-up on this issue. I appreciate and I may very well follow your proposed solution but my underlying concern remains intact:

 

In fact, I use Windows Live Hotmail. But why would Microsoft's SmartScreen find anything questionable with ALL (no exception) these messages coming from the Norton Community Forums?  And even if we wanted to think of this as the works of some kind of an "overzealous" screen, why wouldn't this overzealous screen find any messages from similarly reputable sources as also "questionable"? You see, WHY only Norton's? This throws me off quite a bit.

 

Maybe you can still provide some sensible explanation...

 

Cheers.

 

Last minute: I just received one other message from Norton Quality Assurance (syma0701a@ccsurvey.com) for the purpose of gaugins my opinion about my recent experience with customer service.  And guess what?  SmartScreen sent it to my junk folder... What on earth may SmartScreen be finding wrong with ALL messages from Norton? I hope I wont have to fire this sentinel for inappropriate behavior, wouldn't you agree?    :smileywink:

 

 Your helpful insight will be much appreciated.

 

 

14

Hello LinYu2

 

There have been many reports of the smart screen interferring with Norton products. You can also look for your product in a store and buy it on sale. You can just use the key to activate your product just before it expires. Often times, you can find better prices either in stores or at reputable online sites.

 

The purpose of the Smartscreen filter is to weed out the antiphising sites on the web.  There is also a part of NIS which does the same thing. Therefore, there is the possibility of a conflict since both parts of the program are trying to do the same thing. Many who use NIS turn off the smartscreen filter since the Norton product is doing the same thing.

15

 

Subash_Prabu and floplot,

 

Thanks for guidance and support.  I performed all the steps recommended by Subash regarding the turn-off of the SmartScreen, but the he messages from Norton continue being subject to what seems like a seriously unfriendly reception at my email box...

 

I don't know if I could possibly disable SmartScreen completely, and ignorance being the mother of  fear, I would be quite reluctant in going that far, even if it turns out to be possible to turn it off all the way. I'm afraid I might be killing an important safeguard of my incoming mail. 

 

I strongly suspected there had to be something "fishy" with these Norton messages and it seems to me that you both are somehow corroborating my suspicion. But why would such messages still being flagged even after partially disabling SmartScreen?

 

Regarding my subscription renewal, I had already made up my mind along what floplot suggests: I will wait until my arrival in the States, which will occur well before the current expiry date, and look for the product at a retail or an online store; a quick Google search already showed me I should be able to get it even cheaper than Norton's limited-time discount offer. Then I may still wait until the expiration date before activating my new product-key.

 

Meanwhile, if either of you knows of any safe way to avoid those annoying warnings about all my Norton messages, by all means, I'll be very grateful for any help you can possibly provide.

 

Cheers.

 

 

 

 

 

 

 

 

16

I think smartscreen filter is the name given by Microsoft to it’s Hotmail/Windows Live Mail junkmail/spam filtering service. I too get Norton community mail being categorized as spam by the smartscreen filter. I’m am using webmail through www.hotmail.com, no mail fetching software like Outlook, etc.

17

One way to avoid this problem is to add the Norton community mailer as your contacts or mark it as safe.

18
ininss wrote:

 it seems to me that if I purchase my license now at the discount price being offered by Norton and if I hold on the key activation until my current license expires in mid-December I would be fine . 


Absolutely correct -- just make sure you buy the same Norton Product as you are using since the KEYs are not interchangeable between different types -- NIS / NAV / N 360 -- or subtypes as in the case of N 360 Standard and Premier .....

 

Use teh key a couple of days before your subscription runs out just in case you have a problem and need time to sort it out.

 

And of course buy your discounted product from an authorized source -- Norton or an authorized distributor -- so you don't find out too late if it's fraudullent or damaged in some way.

 

Note that all of this is when you buy a product with a new key and not when you renew online with Norton itself -- renewals automatically add the time on to any enexpired time instead of cancelling it and leaving you to ask those nice CHAT people to add it back in again.

19
mikedov wrote:
One way to avoid this problem is to add the Norton community mailer as your contacts or mark it as safe.

 

Well, thanks for your advice, as each suggestion is always welcome, However, this particular one is so basic that even a dumbhead like me would not have missed it...:smileyindifferent:

 

I did that many months ago and there has been no difference whatsoever in the final outcome.  I'm sure the problem, whatever it is, must be deep enough for even a listing of the source as a "safe sender" not to enough to prevent the warning message I posted before. And I'm growing progressively more worried when it's turning out that even Symantec seems to be unable to provide an easy solution.

 

Cheers.

 

 

 

 

 

 

20

 

ininss wrote:

 it seems to me that if I purchase my license now at the discount price being offered by Norton and if I hold on the key activation until my current license expires in mid-December I would be fine . 

If you read the thread, that is exactly what I said a couple of posts above. I think it was left perfectly clear that it is precisely what the customer service representative stated to me and I quoted above. I would very much prefer that this thread could concentrate on the problems being discussed  --  the initial difficulty accessing the "chat" mode (SOLVED!) and the somehow related issue with the email messages coming from Norton (still unsolved)...  

 

LinYu