This topic

Can't update from McAfee to Norton

jimhooper — Mon, 13 Dec 2021 09:32:27 GMT

I've tried updating BT Virus Protect from McAfee to Norton. Press "Update" and I get a "Server Error" from Norton. I then get an email from BT to say my Norton subscription is activated. How do I download and install Norton? BT technical tells me to contact Norton which seems wrong. It passes the problem back to me!

Re: Can't update from McAfee to Norton

macspot — Mon, 13 Dec 2021 09:34:15 GMT

Yes I have the same problem.

Re: Can't update from McAfee to Norton

jimhooper — Mon, 13 Dec 2021 09:41:05 GMT

I've noticed reading the first post on here that today is the first day you can update. Doesn't bode well does it? I did a chat with Norton and the person on the other end really didn't understand the BT connection!

Re: Can't update from McAfee to Norton

catsatmat — Mon, 13 Dec 2021 09:58:41 GMT

Having the same problem, server error. Glad I'm not the only one, but quick fix needed.

Re: Can't update from McAfee to Norton

DavidM — Mon, 13 Dec 2021 10:05:11 GMT

Thanks all for bringing this to our attention.

We are aware of the problem and are working to fix it asap.

Cheers

David

Re: Can't update from McAfee to Norton

DavidM — Mon, 13 Dec 2021 10:21:05 GMT

Hi @jimhooper , @catsatmat and @macspot .

We would like to take a closer look at this for you so I'll drop you a private message now so you can get in touch.

Cheers

David

Re: Important updates to your virus and password protection

paularmstrong63 — Mon, 13 Dec 2021 10:23:10 GMT

Mobile app is still McAfee, requires activation code. Will it be switching to Norton.

Re: Important updates to your virus and password protection

DavidM — Mon, 13 Dec 2021 10:45:33 GMT

Hi @paularmstrong63 and welcome to our community.

Thanks for posting. The new app went live in the Google Play store around 10am this morning and will gradually get rolled out to customers over time – over the next couple of weeks. In the meantime, if you already have the McAfee version of the BT Virus Protect app installed, it will continue to work as normal. At some point later your device will receive the automatic update, which you will need to update on your device - just as you would update any app. After that, you will have to login with you BTID credentials just once to activate. Please note, we are aware of an issue preventing some customers from logging in at present. We’re actively trying to put that right. We’ll be back to let you know when we’ve resolve it.

Cheers

David

Re: Can't update from McAfee to Norton

CWT — Mon, 13 Dec 2021 11:30:38 GMT

Yes, same problem with me. Spoke to someone on BT Help line. She said they were unaware of the issue (see post by moderator on here!!!). She also told me she could do nothing and it was a Norton problem. I haven't contacted Norton yet. Will wait for this thread to resolve.

Re: Important updates to your virus and password protection

philbaldry — Mon, 13 Dec 2021 11:33:07 GMT

Problems already I get any error trying to upgrade to Norton

Re: Important updates to your virus and password protection

DavidM — Mon, 13 Dec 2021 11:55:17 GMT

Hi @philbaldry and welcome back.

This is exactly the issue we’re trying to fix. Please bear with us while we sort this out for you. If you’ve already installed the McAfee version of BT Virus Protect, please rest assured that it will continue to work as normal. Once we fix the issue you’re seeing, you’ll be able to switch over to Norton, and we’ll reach out to let you know.

Cheers

David

Re: Can't update from McAfee to Norton

Tally1001 — Mon, 13 Dec 2021 11:46:15 GMT

I have the same issue , cannot download Norton and get the same server error. Any news on if its fixed yet please

Re: Important updates to your virus and password protection

paularmstrong63 — Mon, 13 Dec 2021 11:46:24 GMT

Thanks for the update David

Re: Can't update from McAfee to Norton

DavidM — Mon, 13 Dec 2021 11:49:07 GMT

Hi @Tally1001 and @CWT and thanks for posting.

Sorry you're also have a few problems there. I'll be happy to take a look at this for you also. I'll drop you a private message now so you can send over the details.

Cheers

David

Re: Important updates to your virus and password protection

Ian24 — Mon, 13 Dec 2021 12:35:30 GMT

I have a new laptop running windows 11 and when I try to download BT virus protect it says not compatible? When I click on learn more there is no mention of Windows 11?

Re: Important updates to your virus and password protection

DavidM — Mon, 13 Dec 2021 12:43:47 GMT

Hi @Ian24 and welcome to our community.

I'm sorry you're having a few problems also. I'll ask the question about this and will get back to you a soon as I have an answer.

Cheers

David

Re: Important updates to your virus and password protection

CWT — Mon, 13 Dec 2021 13:20:10 GMT

I'm getting the same.

Re: Important updates to your virus and password protection

DavidM — Mon, 13 Dec 2021 13:54:55 GMT

Hi @Ian24 and @CWT .

Thanks for bringing this to our attention. We are investigating this issue as soon as possible with Norton to sort out this issue. We’ll come back ASAP.

Cheers

David

Re: Important updates to your virus and password protection

DavidM — Mon, 13 Dec 2021 13:59:12 GMT

Hi @paularmstrong63 ,

Quick question. Have been asked an activation code to get Norton or if this is for the existing McAfee product?

Cheers

David

bt virus protect change to Norton

momo — Mon, 13 Dec 2021 14:00:12 GMT

Hello, I just visited MyBt and went to settings and clicked on Switch to Norton, but it took me to an error page. and nowhere to download the Norton new BT Virus Protect, so I I tried again and this happened once more , so had to come out of MyBt thinking I will try later. However, I just received an email thanking me for activating my Norton subscription which will be £0.00 per month and will show on my account. It also said as I have taken a third party service I have agreed to use that immediately etc., I do not quite understand that bit. And am I likely to be charged later on - I hope not.

I logged into MyBt again and this time when I went to settings instead of a box saying Switch to Norton it now says Manage which is a box I am used to seeing, so I presume I have changed, although I have not downloaded the Norton App as such. Does this mean that I will be requested to do this at a later date - it is very confusing.