Norton Switch from McAfee

[Veenay]

I have two accounts with BT for 2 different lines AND different number of Norton licences to use. I used 5 of the 15 licences from one account. Then use the 2 of 2 licences from another account. Now when i want to use a few more of the licences from the first account, BT and Norton are defaulting to the second account and not lettting me add any more from my first account. Why is this the case?

[NeilO]

Hi @Veenay welcome to the community and thanks for posting, I presume you use the same BT ID for both accounts?

If that's the case you need to ensure you choose the correct account number from the drop-down list, this is to ensure you're choosing the right broadband account with the additional licences. 

Thanks

Neil

[Veenay]

Hi Neil - yes I do ise the same ID so both accounts accessed the same way. That was exactly my concern and I  have checked and done it a few times making sure i select the correct BT account fiorst on the top right.

However, when i select the one with 15 licences and go to manage my security with Norton, it then takes me to the Noprton page, (auto login) and shows me the 2 licences that I have used from my other BT account. It was fine when i first used the first account (15 licences), and switched to the second one (2 licences). However to revert back to the first account to add more devices is proving a real challenge. 

Spoke with BT on Saturday, explained the situatio andf they were unable to resovle - saying their tech team needs to look at it - waiting for them to call back withihn 48 hours.

Tks

[NeilO]

@Veenay thanks for clarifying that, it sounds like the helpdesk has raised this issue with a specialist team who fix these types of faults. I'd recommend waiting for your update as they should be able to get that sorted for you.

Thanks

Neil

[Veenay]

Latest update on this - Level 2 TEAM called yesterday (Saturday) and understood the issue but needed to wait to get certain tools from someone else who would be in in Monday. Same person called today and said he had a fix - sent me links for downloading Norton for each account - unfortuantely this does not work. So back to the same issue and they say they dont know when the real fix would be done - e.g. one  year / two years etc.

I am honestly not amused anymore.