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Anti Virus 13 digit code

rhowell203 — Thu, 24 Jul 2025 11:12:24 GMT

Hello I've tried to install the anti virus software that is included with my broadband subscription, it asks for a 13 digit code which I don't have, where do I get it from please? Thank you

Re: Anti Virus 13 digit code

Kimberlin — Thu, 24 Jul 2025 16:24:38 GMT

I just did a Google search and it states you must activate your free anti virus through the MyBT app.

I’ve never used it personally preferring to choose a product I feel more comfortable with.

Re: Anti Virus 13 digit code

Debbie_G — Fri, 25 Jul 2025 09:35:56 GMT

Hi @rhowell203.

Welcome to the community.

You're able to install BT Virus Protect through your My BT account.

For more information and step-by-step instructions, please visit our What is BT Virus Protect and how do I get it? Help page. It has all the details you need to get started.

Debbie

Re: Anti Virus 13 digit code

rhowell203 — Sat, 26 Jul 2025 12:04:01 GMT

I’ve tried all of that and it doesn’t work, directs me to Norton page and states I don’t have a subscription.

Re: Anti Virus 13 digit code

gg30340 — Sat, 26 Jul 2025 13:25:33 GMT

Have you checked to see if your device/computer has a trial pre-installed version of Norton on it even if it has not been activated.

Some devices/computers come with this when new. If it does you will need to uninstall this from your computer and then try using the BT installation process.

Re: Anti Virus 13 digit code

rhowell203 — Sat, 26 Jul 2025 14:34:40 GMT

I had a subscription to Norton 360 which I have uninstalled before attempting this install. I’ve also tried on a Mac laptop and Windows PC with the same problem on both.

Re: Anti Virus 13 digit code

Carlusha — Sat, 26 Jul 2025 14:52:28 GMT

@rhowell203wrote:
I had a subscription to Norton 360 which I have uninstalled before attempting this install. I’ve also tried on a Mac laptop and Windows PC with the same problem on both.

Therein MAY lay the problem. Uninstalling any of the Norton products is a real pain, judging from people's past posts (not only on the BT Forum).

If you simply used the Windows Add/Remove programs (assuming, of course, you are running Windows) this doesn't actually remove all traces of Norton. If you haven't already tried, I suggest :

Uninstall your Norton device security product on Windows

Re: Anti Virus 13 digit code

Kimberlin — Sat, 26 Jul 2025 14:53:51 GMT

Norton actually provide their own uninstall program which is supposed to rid whatever it's loaded onto. Unfortunately, and I'm speaking from experience here of buying a new Windows laptop that came pre-installed with Norton Security Suite, the Norton uninstall tool does not uninstall all of their program. I had no end of pop ups after uninstalling prompting me that my computer was at risk even though I had reverted to Windows Defender. I had to do a deep search of the folders whereupon I discovered 4 Norton folders with files that Norton's own uninstall tool 'conveniently' didn't erase. Once I'd erased them, all of my issues stopped.

Honestly, personally, I wouldn't use Norton Security at all, preferring Windows Defender any day over Norton. I have an Android tablet for which I subscribe to Bitdefender at 9 quid a year to keep that free of virus's.