The person online made little effort to help and suggested I call, they gave 2 numbers that didn't work before one that did, I asked if I would be charged and was told no. I was promised a call back as the solution to me seemed extreme, I should be able to call, verify myself then update my number over the phone and in my mind the problem would be resolved.Īs I hadn't received a call I went online and struggled to find a number so opted to chat to someone online. In fairness this issue isn't just limited to Norton as it's the same for providers of other services. I called over a month ago as I had a new phone number and couldn't access my account because of 2 factor authentication, that's the with the second layer of security, you can't access your account without access to the old number. To say I am frustrated would be an understatement. Finally, I purchased a protection program from another vendor and called Norton for a refund, but was told that I was ineligible to receive this because I had exceeded Norton's 60 day window-even though I had never been able to successfully install and use Lifelock software on my Mac. The latest case number was and I was told that the case would be escalated to a higher level for resolution and I would receive a phone call within 24 hours. I have spent numerous hours online and on phone trying to resolve this problem over a long period of time since my renewal. lease click here." Following instructions to uninstall and reinstall 5 times resulted in the same error message as did efforts by 3 Norton agents who took control of my Mac. Please restart your Mac to stay protected. This seems like misrepresentation of your company's product and v) why am I using Norton, who can't protect me and not McAfee or other?Įver since I renewed my subscription to Norton Lifelock 360 I have been unable to get an install on my MacBook Pro with Monterrey without getting the following error code upon reboot: "Norton 360 is unable to continue. iii) If Norton couldn't provide me with full protection, why wasn't I cautioned at the time of my purchase that Norton could only provide me with 'partial protection' because I am in Hong Kong? (and not in US or Australia). So my questions are: 1) why is Norton prescribing a solution to me that I can't purchase? ii) if Norton could not sell me a product that provided full protection, then why prescribe it as a solution when it is not available to me? That just tells me I'm not fully protected. I decided to do so but could not because I live in Hong Kong and this feature is apparently not available in Hong Kong. During a ' Smart Scan' process, Norton noted that 13 websites were tracking my online activity and the solution was to purchase 'Norton Anti Tracking'. Recently I purchased the Norton Ultimate on the understanding that my package would provide me with full protection against viruses, malware etc. the staff they use overseas are inadequate and have wasted countless hours of my time. I cannot sign into my account to access any of my private information or make changes to my software. MOndy was 3 weeks and no one has contacted me from Norton. the supervisor that day assured me that he would resubmit my claim to level 3 and that someone would call me back in 2-3 weeks. this time the agent told me that someone had de-escalated my case and removed my spot in line for level 3 techincal support. This agent told me I had been escalated to a level 3 case and that someone should be returning my call in 2 to 3 weeks. They said they would call me back after they spoke to their supervisor.I waited 2 days with not call. someone remotely entered my computer and verified that I had used up all my back up codes and that I did not have the authenicator app required for 2 factor sign in. I called them back 3 more times until finally someone put me through to the level 2 department- they called it escalating my case. they called once, at my work when I wasn't there. being locked out of my account I called the customer service line who said they would call me back. On that day, I used my last backup code thinking I would receive more going forward, but I did not. August 12 2022, I was locked out of my norton account due to a 2 factor misunderstanding (I did not understand how to use the authentication app and therefore used the 10 "backup codes" they provided assuming I would get more when I used them up).
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