BT do not own the software, nor do they provide support for it. If you're having an issue with the software, you need to speak directly to the creators of the program, in this case Norton.
They will be able to provide you with the best support. Just because a company sells a product to you, doesn't necessarily mean they are entitled to provide support for the product. Norton have their very own community forum dedicated for issues with their program, you will probably find your question will be answered quicker and better over there.
The only instance where BT might be required to step in, is if you're downloading Norton from their own website or downloads page, but it is unclear in your original post exactly what is not working. Are you unable to open the program, or are you unable to download the program at all?
