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Cannot install BT Virus protect

tj110 — Fri, 07 Jun 2024 18:14:43 GMT

Reloaded the OS on a laptop but cannot install BT Virus protect. I'm the account holder but it keeps saying 'Server error' try again.

Any ideas?

Re: Cannot install BT Virus protect

JohnC2 — Sat, 08 Jun 2024 09:17:07 GMT

Hi @tj110, sorry you can't install the VP on your laptop.
Is it a windows or Apple laptop?
Do you have any old accounts linked to your BTID?
Have you been able to install VP on any other devices?

Cheers

John

Re: Cannot install BT Virus protect

tj110 — Mon, 10 Jun 2024 10:37:25 GMT

The laptop I am using has been completely reformatted with a new install of Windows 10 so there is no pre-existing account information on it.

I have had a BT account for more than 20 years but very rarely use it, so this is the first time setting up on this laptop. I have other devices but they are work specific and do not use any BT accounts.

Re: Cannot install BT Virus protect

DavidM — Mon, 10 Jun 2024 12:04:56 GMT

Hi @tj110 and thanks for posting.

Your best bet would be to contact our tech help guides at Fix broadband | BT Help. Can you try that and let me know how you get on.

Cheers

David

Re: Cannot install BT Virus protect

tj110 — Tue, 11 Jun 2024 11:25:46 GMT

contacted support, after more than an hour of going in circles, still no resolution.

We tried

BTID reset

Windows Defender on and off

Activating Virus Protect via the tile still has the same error message

Complaint raised. lets see if it gets me anywhere.