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Poundsey
Aspiring Contributor
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Message 1 of 6

BT Virus Protect - Missing licences

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I have Superfast Fibre 2 Unlimited and according to the website, that package comes with 15 licences for BT Virus Protect.  However, when I click on the Manage link it states that I only have 2 licences and if I try to add more it wants to charge me.

I'd appreciate a mod looking into this for me.  I've just spent a long time on the phone trying to get this sorted with the upshot being I was offered a £48 credit to give me one year effectively free because "the website is wrong" and  I ended up telling them to leave it for the time being.  Previously I had a web chat, was told I was right and should have 15 licenses but told to ring 150 to get it sorted.  I really can't be done with jumping though hoops to get a credit applied on an annual basis.

Cheers.

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: BT Virus Protect - Missing licences

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

Moderator
Moderator
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Message 3 of 6

Re: BT Virus Protect - Missing licences

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Hi @Poundsey sorry you have been unable to get this resolved when you called. I've sent you a Private message explaining how you can contact the forum moderation team. 

Cheers
John

Community ModeratorJohnC
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Moderator
Moderator
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Message 4 of 6

Re: BT Virus Protect - Missing licences

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Hi @Poundsey

I tried calling this morning on your mobile sorry I missed you, I left a short message.

I’ve raised a case on this today to get it investigate the number of licences on your package, as soon as I get an update I will be back in touch.

Thanks

Stuart

Community ModeratorStuartH
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Moderator
Moderator
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Message 5 of 6

Re: BT Virus Protect - Missing licences

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Hi @Poundsey

Thanks for taking my call today glad I could get this sorted for you and you now have the correct number of licences for Virus Protect.

Stuart

Community ModeratorStuartH
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Poundsey
Aspiring Contributor
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Message 6 of 6

Re: BT Virus Protect - Missing licences

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Thank you Stuart, really appreciate your help.  That's twice that the forum mods have got my issues sorted out, cheers.