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Biggestted
Aspiring Contributor
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Message 11 of 40

Re: BT Virus Protect freezing internet connection on Windows 10

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After scouring BT's help section trying to find the contact details for reporting this issue to BT with no success. I eventually reported it through their broadband problem contact page, I have been told to expect a call Monday evening from a tier 2 support advisor.

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jodiesmum
Aspiring Contributor
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Message 12 of 40

Re: BT Virus Protect freezing internet connection on Windows 10

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SO IS BT ADMITTING/RESOLVING THIS ISSUE ?????

I HAVE WASTED THE LAST 24 HOURS  CANNOT REINSTALL VIRUS PROTECT

 

 

CAN MODS HELP????

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jodiesmum
Aspiring Contributor
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Message 13 of 40

Re: BT Virus Protect freezing internet connection on Windows 10

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GOOD LUCK WITH THAT. I WAITED UNTIL THIS MORNING ONLY TO LOSE MY CONNECTION WHEN THEY CALLED

 

WAS TRANSFERRED TO BROADBAND TECHNICAL WHO HAVE NOW PASSED IT BACK FOR ANOTHER CALL FROM GTA

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Biggestted
Aspiring Contributor
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Message 14 of 40

Re: BT Virus Protect freezing internet connection on Windows 10

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Jodiesmum, The problem is not directly related to BT, the problem is with BT Virus Protect which in reality is a Mcafee product licenced to BT. If you look at the original thread there is a Mcafee link to there own community which covers this problem in detail. There is advice on how to remove Mcafee software, I think once it's failed the only way is to do a cold restart which is holding down the power button until your computer shuts down. Then restart and download the Mcafee removal tool to try and and complete the removal. If you can or even want to reinstall BT virus protect, there is a temporary fix of disabling the analytics until a fix update is released.
The only reason I've contacted BT is to make sure their aware of this problem and insure we receive a fix via an update in good time. But I won't hold my breath.
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jodiesmum
Aspiring Contributor
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Message 15 of 40

Re: BT Virus Protect freezing internet connection on Windows 10

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Another call this morning and an attempt to fix.
Now being escalated to McAfee.
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Biggestted
Aspiring Contributor
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Message 16 of 40

Re: BT Virus Protect freezing internet connection on Windows 10

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It can only be fixed either by applying the temporary fix of disabling the analytics. Or receiving the update from Mcafee which I think BT virus protect runs a few updates behind actual Mcafee software.
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Biggestted
Aspiring Contributor
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Message 17 of 40

Re: BT Virus Protect freezing internet connection on Windows 10

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According to the latest posts on the Mcafee community the users there have started receiving an update that as fixed the problem.
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Distinguished Sage
Distinguished Sage
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Message 18 of 40

Re: BT Virus Protect freezing internet connection on Windows 10

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Great service from McAfee!. Six days to issue a major fix. No wonder it gets poor reviews.

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Biggestted
Aspiring Contributor
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Message 19 of 40

Re: BT Virus Protect freezing internet connection on Windows 10

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If only, the McAfee thread as been going on since the 13th January 2017 when the issue first started for them.

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Distinguished Sage
Distinguished Sage
388 Views
Message 20 of 40

Re: BT Virus Protect freezing internet connection on Windows 10

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@Biggestted wrote:

If only, the McAfee thread as been going on since the 13th January 2017 when the issue first started for them.


There is really nothing more to be said!

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