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Those Bogus Comcast "Service Canceled: Your service has been canceled." Messages Are Back

From September 10 thru 13, 2017, there was a thread active about Comcast/xfinity users who were paid up and actively using their Internet service getting a message that their Norton Security Service was cancelled. There was also a thread over on Comcast/xfinity's message board. A Google search shows other threads over the years about this issue as well. In these threads are details how the authentication system works. Like with any computer-to-computer business transaction system, these systems sometimes have problems.

Today, both our computers got this message. But today I was led down the proverbial garden path by that message. I started hassling Comcast because we were paid up and had not cancelled our service.

Look, I can live with data bases being corrupted. But the message, personalized for Comcast customers, has to be modified. Like the help page that Symantec has written at support.norton.com, that single message should also tell users what to do "If you have not canceled your Comcast subscription or have recently moved to a new address...."

At stake here is Symantec's reputation, since the messages give you the option to give Symantec money. In other words, 1) Can I trust Norton virus protection (read: do they know what they are doing?) if they can't word a service message properly, and 2) Can I trust Symantec not to scam me?

Also, how about provisions to fix a users service without a user having to find a PIN, uninstall and reinstall the software, reboot the computer a couple times, etc? I see threads where users sent their PIN numbers via PM to "connected" forum members.

Sorry, but the steam is still coming out of my ears.

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Re: Those Bogus Comcast "Service Canceled: Your service has been canceled." Messages Are Back

Hi Cash_Sale,

The following post has been floated towards the top of the Comcast Forums Security Board since Feb 2, 2012 and remains a viable solution:

http://forums.xfinity.com/t5/Anti-Virus-Software-Internet/Info-for-custo...


Yes, there have been glitches between Norton and Comcast's data bases, some recently required indviual users to provide their PIN's so Norton could verify their PIN's were in fact present in their data base. In some cases, the PINs needed to be added and activated. This was an unusual incident as normally in the past, Norton could verify the PIN was active and a reinstall would correct the problem. A reinstall by the user did not always correct the problem permanently.

Your PIN number is stored in Norton Security_PIN.txt in the following location:

In Windows 10/8/7/Vista: C:\Users\Users Name\My Documents\Symantec\Norton Security_PIN.txt
In Windows XP: C:\Documents and Settings\\My Documents\Symantec\Norton Security_PIN.txt

Also available at the following link after selecting Download Norton Security Suite Button:

http://constantguard.comcast.net/norton?cid=NET_33_601

Perfectly OK to rant, I and others also feel your frustration, we as users can not change the way Norton/Comcast communicate the validity of being Comcst customers entitled to the free version, but the bottom line is did you get it straigtened out?

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Re: Those Bogus Comcast "Service Canceled: Your service has been canceled." Messages Are Back

Thanks, yank. Yes, I eventually did get it straightened out before posting here. I am hoping someone at Norton sees this and they realize they should improve the first message that a user sees from Norton if they move to another cable operator's service area, or if they get cut off inadvertently by that Comcast/Norton data base link.

For someone who was trying to find a part for a gas furnace because my landlord's brother-in-law refuses to replace an aging flame sensor, I just drew a blank when trying to think of where to get help with Comcast problems. The only thing I remember was Comcast chat, and those folks would not even help me unless I gave them all the secret passwords and handshakes. Are retired US Air Force senior master sargents the only ones left who can fix stuff?

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Re: Those Bogus Comcast "Service Canceled: Your service has been canceled." Messages Are Back

Actually, we do have a Norton Support person who frequents the Comcast forum. 

I will PM  Norton_Support and refer him to this thread.  Best I can do.

Accepted Solution
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Re: Those Bogus Comcast "Service Canceled: Your service has been canceled." Messages Are Back

@Cash_Sale  Just and update:

Norton_Support responded and he will bring this thread to the attention of the correct team @ Norton.  

This thread is closed from further comment. Please visit the forum to start a new thread.