BT Virus Protect requires reactivation

[JLD2020]

Have noticed earlier posts about this issue since 2019 and surprised issue has not been resolved.

I have Fibre with BT Halo 1.  I have a desktop and two laptops (all Windows 10) and all using BT Virus Protect. 

One of the laptops has deactivated  BT Virus Protect and reactivation takes me to the McAfee website which requests me to log-in. It provides a strange email address which includes a serial number for the software.

I have deleted and reloaded BT Virus Protect a number of times. Each time it appears to work briefly and then deactivates. An earlier post suggested changing the computer name. I have tried this but made no progress.

Following an installation of BT Virus Protect the My BT dashboard does not show the laptop in the display.

Is there a documented fix for this issue. 

I have contacted BT Support via the messaging service. No progress made in the first level discussion. I was told that a higher level 2 support specialist would contact me but nothing so far.

[DavidM]

Hi @JLD2020 and welcome back.

Sorry you're having problems with your Virus Protect. I can look into this for you. I'll drop you a private message now so you can get in touch.

Cheers

David

[Langers21]

I'm also having this issue on both my computers I use BT virus protect on, is there a solution to it?

[DavidM]

Hi @Langers21 and welcome to our community.

I'll be happy to take a look at this for you as well. I'll need a few details so I'll send you a private message now so you can get in touch.

Cheers

David

[JLD2020]

Hi Langers21

No solution yet. BT Support are arranging for a McAfee specialist to contact me later today. The specialist will be accessing my laptop directly to investigate. I suggest you formally log your problem with the BT Support Team.  You need to be patient as it does take time to do this.

The BT Community Moderators have been helpful in liaising with the support team to monitor progress on my behalf.

[JLD2020 · Accepted solution]

Hi Langers21

Problem has been fixed. MacAfee did "something" on their server which allowed my BT Virus Protect licence to be recognised and allow the product to activate on the laptop. I do not believe there was anything wrong on my laptop that required a fix. The MacAfee support technician assured me it would not happen although I could not get a clear statement on what caused the issue in the first place.

Hope you get your problem resolved.