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michael226
Aspiring Expert
592 Views
Message 1 of 8

BT Virus Protect and True Key not wanted

i had a problem with BT email today (which DanielS sorted out for me really quickly and sucessfully).

 

whilst trying to resolve it myself earlier in the day i seem to have managed to active BT virus protect and True key in error (i was trying to say no thanks on a pop-up in MyBt).

 

i obviously havent downloaded either as i dont require them.

 

could someone advise how i can devative BT virus protect and Ture Key as they aren't required.

 

thanks

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7 REPLIES 7
Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: BT Virus Protect and True Key not wanted

If you have not downloaded and installed them they won't be active. All that has happened is they show as active on your MyBT which won't actually be doing anything.

 

If you contact Live Chat they may be able to re-set your MyBT extras to show them as inactive.

 

https://bt.custhelp.com/app/chat/contact_chat/queue_id/275/c/1885

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michael226
Aspiring Expert
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Message 3 of 8

Re: BT Virus Protect and True Key not wanted

Thanks gg30340,

 

i was just concerned i might be charged for the services if they were shown as active.

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Distinguished Sage
Distinguished Sage
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Message 4 of 8

Re: BT Virus Protect and True Key not wanted

These services are free as part of your package. 

 

See link and click on the On Line Security section

 

https://www.productsandservices.bt.com/products/broadband-packages

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michael226
Aspiring Expert
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Message 5 of 8

Re: BT Virus Protect and True Key not wanted

Thanks.  Im not sure its included with my package which is why i was concerned.

 

This page seems to suggest its £4 a month.

 

https://www.productsandservices.bt.com/products/manage-broadband-extras/

 

 

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Distinguished Sage
Distinguished Sage
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Message 6 of 8

Re: BT Virus Protect and True Key not wanted

As far as I am aware according to the link I posted it is free on all packages however just to be sure you should contact Live Chat and they will be able to confirm it one way or the other. Keep a copy of the transcript in case there is a problem.

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michael226
Aspiring Expert
524 Views
Message 7 of 8

Re: BT Virus Protect and True Key not wanted

I contacted LiveChat this morning.

 

They say BT virus protect is not showing as active on my account (despite is showing as active on MyBT when i look).  When i asked about the billing they suggested i ring the customer options team - which isn't open yet.  i will try that later.

 

Maybe BT virus protect isn't shown as active on my account until its downloaded and installed?

 

I cannot see anyway to de-activate it myself on the MyBT screen.

 

 

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Distinguished Sage
Distinguished Sage
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Message 8 of 8

Re: BT Virus Protect and True Key not wanted

Virus protect is not active unless you have downloaded to a device.

 

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