Change to Norton not working

[JuH]

I contacted BT for help as I was still running McAfee and could not change to Norton via the BT virus protect manage icon. I was advised to remove McAfee which I did whilst on the phone and it still did not allow me to install Norton. I was told that the problem would be passed to the tech department however I did not hear anything so phoned again only to be told that I am not the only person with this issue. I am now in the position of having no security on my PC. Anyone else having this issue?

[JohnC2]

Hi @JuH, welcome to the forum, and thanks for posting. 

I'm sorry you're having a problem changing over to Norton. 
Would you confirm that your BTID is an email address?
Do you have more than one account on your BTID?

Also, this is the Primary BTID and has account holder status. 
Log in to My BT >
Click on Settings and Your account
Scroll down and you'll see if you're the Account holder 

Cheers

John

[JuH]

I am the account holder however my BTID is not an email address.

[JohnC2]

Hi @JuH, thanks for posting back and the BTID is most likely the cause of this problem.

Change your BTID username to your email address and then you should be able to complete the update.

Cheers

John