This topic

Licences on BT Virus Protect

AandB — Sun, 05 Sep 2021 08:12:20 GMT

Hello, I hope someone can help?

My BT Virus Protect has just been updated to the latest version. I have a question about licences. My package includes up to 15 licences and this is shown on my account.

However, when I look within the app itself it suggests that I only have two licences.

Has anyone else come across this issue and resolved it? I know I'm not yet at the limit of licences but just want to preserve options for the future.

With many thanks for your help.

Re: Licences on BT Virus Protect

JohnC2 — Mon, 06 Sep 2021 13:32:07 GMT

Hi @AandB, thanks for posting and it's strange that it gives 2 different numbers for the licenses.

Have you tried uninstalling and installing the app again to see if that corrects the number?
Do you have more than 1 BT account linked to your BTID?

Cheers

John

Re: Licences on BT Virus Protect

chamber_boy — Tue, 07 Sep 2021 07:16:09 GMT

I have the same issue in that my Halo 2 in MyBT says 15 licences but the updated BT Virus app say 2.

I have uninstalled and reinstalled the BT Virus app on both machines using the functions to reinstall via MyBT and it is still the same.

I did have an issue with a spurious second account added to my profile, that was just for a Homehub, years ago but that was resolved by the high level complaints team and MyBT doesn't show any second account.

I also did have an issue previously with a disparity in licence numbers brought about by my broadband package being an older one that had 15 licences but newer ones from a certain date only having 2 . That showed on MyBT and was resolved by the high level team again.

As Halo 2 is now no longer sold and is classed as legacy could this be a reason for the issue but if it was I would think that the MyBT BT Virus section would also reflect the same licences numbers/totals and in any case my contract, which is still in force till the end of next year, says 15 and it should show that.

Re: Licences on BT Virus Protect

NeilO — Tue, 07 Sep 2021 07:49:31 GMT

Hi, @AandB & @chamber_boy thanks for bringing this to our attention and I'm sorry for any concern caused. I'll raise this with our BT Virus protect team and will post back here when I have an update from them.

Thanks

Neil

Re: Licences on BT Virus Protect

AandB — Tue, 07 Sep 2021 08:07:53 GMT

Many thanks @NeilO and @chamber_boy.

If it helps at all then it sounds as if my package history is very similar to @chamber_boy in that I too was a Halo 2 customer i.e. now legacy product. I haven't yet tried @JohnC2 suggestion. I hold fire on that for now given @chamber_boy experience.

Re: Licences on BT Virus Protect

NeilO — Tue, 07 Sep 2021 09:42:50 GMT

Hi, @AandB & @chamber_boy Our Virus Protect team have requested your BT account details to help them investigate this for you, I'll send you a private message in a moment so you can send these over.

You'll find the private message by clicking on the envelope in the top right of the community.

Thanks

Neil

Re: Licences on BT Virus Protect

NeilO — Fri, 10 Sep 2021 13:26:28 GMT

Hi @AandB & @chamber_boy, Many thanks for bringing this to our attention and sending over your details and screenshots to assist with our investigations. I want to reassure you that you still have 15 licences available and there's no need to worry about the PC app only showing 2.

We will work with McAfee to get this fixed in the future and in the meantime this will not affect your ability to get more licences allocated to other devices from the MyBT website.

Thanks

Neil

Re: Licences on BT Virus Protect

AandB — Fri, 10 Sep 2021 19:17:20 GMT

Many thanks @NeilO for your help and reassurance. Much appreciated.

Re: Licences on BT Virus Protect

chamber_boy — Sat, 11 Sep 2021 09:38:31 GMT

Yes thanks to the Mod team for looking in to this for us.

Re: Licences on BT Virus Protect NOT SOLVED

AlbertSnodgrass1 — Wed, 15 Dec 2021 11:34:19 GMT

My package also has 15 licences AND USING 5 of them. BUT recent BT change to Norton Virus Protect gives only two licences unless you are on the most expensive Broadband packages… this is to change fully on 31 March 2022. However, a lot of us have it stipulated in our contracts that we have 15 licences. So will this be a breach of our contracts if they are still operating after 31 March?

Re: Licences on BT Virus Protect NOT SOLVED

JohnG — Fri, 28 Jan 2022 19:25:16 GMT

I also had up to 15 licences previously and got the letter from BT this morning to change over to Norton from McAffee. I found out the hard way that I now have only 2 Norton licences when attempting to update a third device. The installer removed the McAfee virus protection before not allowing the Norton installation as the 2 licences were used.

I had no idea about this issue or would not have proceeded.

BT this is a disgrace to leave us with unprotected computers with no warning at all in this day and age.

Re: Licences on BT Virus Protect NOT SOLVED

-Richie- — Fri, 28 Jan 2022 19:56:18 GMT

What broadband package do you have @JohnG ? the name of the broadband promotion will be on your bill if you're unsure.

The terms haven't changed with how many licenceses you have, the only reason could be you previously had 15 in error and the change has highlighted that, that isn't a BT change of terms, it means you had something you shouldn't for free.

Re: Licences on BT Virus Protect NOT SOLVED

JohnG — Fri, 28 Jan 2022 20:20:23 GMT

Hi Richie, Fibre 1 currently, unsure of it's name before that. I have a screenshot showing that I had 15 licenses prior to the change to Norton. I always had this with the package when I upgraded to max speed in my area.

Re: Licences on BT Virus Protect Clarification needed

AlbertSnodgrass1 — Fri, 28 Jan 2022 20:55:14 GMT

Hi Moderator,

I am on Fibre 1 Halo … the fastest we can get in our area… so how many licences can I anticipate after March? I was presentlypromised 15 when I renewed my contract, but have only ever used 3/4….( as the antivirus is no good for Ipad and Macs. ) However I will be quite upset if I have to buy an extra licence. BT really MUST inform its customers individually before March, OR there will be a multitude of laptops throughout the country without any Antivirus PROTECTION, no doubt many customers unaware that their Mcafee has gone completely. It will be a gift for hackers on 1st April!!!

I shall certainly consider not renewing my contract if there is such a reduction… I see that I can buy Norton for only £9 a year from Currys. The Virus Protect was something I valued in my Broadband, and as a result I have stayed with BT loyally for a number of years. However, I can secure other Broadband far cheaper, so might be better off in the end. But I really would like BT to give us a fair warning of change.

Re: Licences on BT Virus Protect NOT SOLVED

-Richie- — Fri, 28 Jan 2022 22:09:35 GMT

@JohnGwrote:
Hi Richie, Fibre 1 currently, unsure of it's name before that.

Fibre 1 includes 2 licences, it always has even when it was called Infinity 1, have you previously been on a higher package like Fibre 2 (previously Infinity 2) ?

Re: Licences on BT Virus Protect NOT SOLVED

JohnG — Fri, 28 Jan 2022 23:00:52 GMT

Hi Richie, Thanks for the update.
I have always had the maximum speed available currently 80mbps.
I did have Infinity 2 years ago, on a re-contract they told me that the name then changed to Halo 1 and subsequently later they told me it has now changed to Fibre 1 and I always remained on the highest speed available.
I was told at these re-contracts that all my terms and conditions remained the same, which is what I wanted, and it was just that the name had changed. Apparently I am finding out the hard way that this was not the case. As I said I have a screenshot of my current plan Fibre 1 which shows I have 15 licences.
Feel like I have had the wool pulled over my eyes and been lied to during these re-contracting negotiations where I have always asked for and got the same conditions, they told me that only the name had changed.

Re: Licences on BT Virus Protect NOT SOLVED

mjs1400 — Sat, 29 Jan 2022 06:43:20 GMT

I have 2 BT broadband accounts, one for home and one for another property. One package allows me 2 Norton licenses and the other should allow me the full 15. Having used the 2 licenses at home, I tried switching to the other account but Norton still thinks I have used up all my licenses. How do I access the others?

Re: Licences on BT Virus Protect NOT SOLVED

AlbertSnodgrass1 — Sat, 29 Jan 2022 11:35:05 GMT

I am getting really annoyed at BT OVER THIS… Many parts of the country cannot get higher speeds…. If it is two licences for everyone, then they need to tell us directly, so we can make provisions. The extra bought in Norton licences are a rip off… just look at prices from Currys which are four times lower!!! Can the moderators suggest to their managers that there needs to be fair notice of this. I apparently will be losing mine MID-CONTRACT …. How is that acceptable?

WHAT IS HAPPENING to BT? They used to be such a good company, with the customers’ interests at heart.

Re: Licences on BT Virus Protect NOT SOLVED

AlbertSnodgrass1 — Sat, 29 Jan 2022 11:38:30 GMT

… and dont get me started on BTcloud, which is a mess in itself… That is going to be well hacked on April Fools Day if so many customers losing their Virus protect unknowingly.

… come on BT. Just let us know what is happening!

Re: Licences on BT Virus Protect NOT SOLVED

-Richie- — Sat, 29 Jan 2022 18:37:53 GMT

@JohnGwrote:
Hi Richie, Thanks for the update.
I have always had the maximum speed available currently 80mbps.
I did have Infinity 2 years ago, on a re-contract they told me that the name then changed to Halo 1 and subsequently later they told me it has now changed to Fibre 1 and I always remained on the highest speed available.

Then it makes more sense now, previously you had 15 licenses, you used a few then downgraded, the existing licenses that were active remained active, now there's a change it's correctly limiting you to 2 licences.
The exact wording is :

You've changed your broadband package and you’re now entitled to two licences

If you've changed your broadband package, you may only be eligible for two licences. If this is the case and you’ve already used more than two, BT Virus Protect will continue to work on all your computers but you won’t be able to add any new ones. To add new computers, you’ll need to cancel the others down to less than two, so you can add the subscription to your new one.