This topic

Re: Update to BT virus protect by Norton. Server Error message

Spraffer109 — Tue, 21 Mar 2023 20:18:37 GMT

Hi Just recently got BT broadband and trying to download the norton anti virus but keep getting server error message i have uninstalled my F-secure anti virus program and i am the account holder but still no luck any chance someone can tell me what i'm doing wrong please.

Re: Update to BT virus protect by Norton. Server Error message

JohnC2 — Tue, 21 Mar 2023 20:30:52 GMT

Hi @Spraffer109, welcome to the forum and sorry you're getting this error.

Are you able to view your bills ok on your MyBT?
Do you have more than one account on your BTID?

Cheers

John

Re: Update to BT virus protect by Norton. Server Error message

Spraffer109 — Tue, 21 Mar 2023 20:35:27 GMT

I just have the 1 account as holder and can see my bills.

I think my pc had mcfee on it that i never used or knew about so i'm just uninstalling this and see if it will work and will get back to you if it doesn't.

Regards Spraffer

Re: Update to BT virus protect by Norton. Server Error message

JohnC2 — Tue, 21 Mar 2023 20:41:49 GMT

Hi @Spraffer109, thanks for confirming that info for me. Do post back and let us know how you get on after the McAfee is uninstalled.

Cheers

John

Re: Update to BT virus protect by Norton. Server Error message

Spraffer109 — Tue, 21 Mar 2023 20:55:08 GMT

No luck, still getting server error, i really thought that might have done it 😥

Re: Update to BT virus protect by Norton. Server Error message

JohnC2 — Wed, 22 Mar 2023 08:26:02 GMT

Hi @Spraffer109, thanks for the update.

Is it still giving you the server error message?
Is the device a Mac?

Cheers

John

Re: Update to BT virus protect by Norton. Server Error message

Spraffer109 — Wed, 22 Mar 2023 08:41:27 GMT

Yes still giving server error, its a Dell with windows bought just before pandemic so pretty new.

Any ideas please i'm at work now so can try tonight. Regards Spraffer109

Re: Update to BT virus protect by Norton. Server Error message

JohnC2 — Wed, 22 Mar 2023 08:50:12 GMT

Hi @Spraffer109, cheers for confirming that.

I'm not sure what is causing this so I've sent you a Private Message so you can get in touch with the Mod team and we'll look into this further with you.

Cheers

John

Re: Update to BT virus protect by Norton. Server Error message

JohnC2 — Mon, 27 Mar 2023 09:09:11 GMT

Hi @Spraffer109, thanks for getting in touch and sorry for the delay in getting in touch with you. I can see that the Virus Protect team has been in touch with you yesterday and resolved this fault.

Cheers

John

Re: Update to BT virus protect by Norton. Server Error message

Spraffer109 — Mon, 27 Mar 2023 18:35:47 GMT

Yeah apparently it was a fault on their side because 2 accounts had been set up, and was causing a conflict.

All sorted now and up and running.

Cheers for your advice.

Regards the Spraff

Re: Update to BT virus protect by Norton. Server Error message

philwhittaker — Sat, 21 Oct 2023 16:27:43 GMT

I have exactly he same problem. Just get server error when I follow the link to Norton. I do seem to have acquired a few BT profiled over the years. I have an email profile, a MYBT profile for bill & broadband & another for managing my email accounts !! Could this be causing the problem? If so how do I rationalise the accounts?

Re: Update to BT virus protect by Norton. Server Error message

Spraffer109 — Sat, 21 Oct 2023 17:02:35 GMT

Get in touch with virus protection team and ask them to escalate it to the advanced experience IT guys they'll have you sorted in a few hours if not before. It is possible it is because of the multiple accounts but they know what they are doing and will be able to help.

Re: Update to BT virus protect by Norton. Server Error message

philwhittaker — Sat, 21 Oct 2023 17:09:42 GMT

Many thanks
Do you know how to contact the virus protection team ?
Phil W

Re: Update to BT virus protect by Norton. Server Error message

Spraffer109 — Sat, 21 Oct 2023 17:43:46 GMT

I think i had to contact the helpline who said they would look into it and then i had to wait 2-3 days while they were messing but they couldn't do it, so put me in touch with the IT guys who pretty much sorted it straight away. Just ask them to escalate to IT guys so your not faffing.

Re: Update to BT virus protect by Norton. Server Error message

Rich-B54 — Mon, 04 Dec 2023 21:41:01 GMT

How did you fix the SERVER ERROR Please try again or contact Member Services & Support. ? I have spent a good 8hrs live chatting with several BT agents over the last week who just give the same links to fixes that do not work. Sometimes I have had three agents in one chat. They keep promising a fix within 24hrs, then 48hr and finally 3 to 4 days, time was up today and still no fix, so no it's been escalated yet again for a third time. I get the error whenever I try to access the Virus Protect tile In My BT, Security . Or try to share my licence with another device from the Norton BT home page.