This topic

BT Virus Protect option saying activate, when its already working!

Ziggy1901 — Tue, 17 Sep 2024 11:05:16 GMT

Hi, I recently checked My BT account and found under the broadband option, my BT Virus Protect said I needed to activate it (see attached image).

And when I do try to activate it, I get an error message.

This is strange, as I had already activated it when it changed from MCafee to Norton.

All 6 of my 15 licenses are working ok on my other devices.

I did speak to BT about my issues, but they could not assist me.

Any ideas??

Thanks in advance

Re: BT Virus Protect option saying activate, when its already working!

Linzi_H — Wed, 18 Sep 2024 11:06:40 GMT

Hi @Ziggy1901

Thanks for coming to the community!

Whilst I'm glad to hear that everything is working OK, I understand the error message is a bit of a strange one to be seeing if it's not accurate.

I'm confident you are, but you'll need to log in with the BT ID username and password that has 'Account Holder' status.

If the error is still persistent after this, my advice would be to contact us again so that our technical team can raise a ticket to get this resolved.

I hope this helps.

Linzi

Re: BT Virus Protect option saying activate, when its already working!

Ziggy1901 — Wed, 18 Sep 2024 20:34:07 GMT

Hi,

Many thanks for yr reply.

I'll create a ticket for further investigation for BT.

regards

Phil

Re: BT Virus Protect option saying activate, when its already working!

Ziggy1901 — Fri, 20 Sep 2024 14:34:35 GMT

Hi Liz,

So hear I am again waiting to get my issue resolved.

So far I have entered into a text chat, where the agent said an update was required at the BT end, and would take 2-4 hours to correct itself. Nothing has changed, even though it says on @MY faults' the issue has been fixed!

Another text chat to another agent, asking me if I've changed account holder name and email address... NO!

Agent 2 asked me if I can change password, which I tried to do, only cannot move the text chat box away from where I needed to log out / log in after password was changed. You only guess what happened next...I GOT CUT OFF!

Have actually spoken to lovely human today, who has endeavoured this will be passed on to the appropiate team.

Where my issue is, is that my BT Virus protect is working on 6/15 licences, but under my products my BT Virus protect option says activate, and when I try to do so, I get the following;

Before all this was working really well, and I could name each license to the relevant device, like 'wife mobile'

I'll keep you updated on how I get on 🙂

Rgds

Phil

Re: BT Virus Protect option saying activate, when its already working!

Leanne_T — Sun, 22 Sep 2024 07:20:46 GMT

Morning @Ziggy1901

Thanks for coming back to us with an update. I am sorry you have had to contact us a few times to get this raised to the relevant team.

Please let us know how you get on after the team get back to you.

Leanne 🙂

Re: BT Virus Protect option saying activate, when its already working!

Ziggy1901 — Tue, 24 Sep 2024 22:48:51 GMT

Will do 🙂