Norton will not give support to any BT customers

[Redders01]

I don't know if BT knew about this before they took out a subsciption with Norton Antivirus but if we have any problems they will give us no support at all. The reason i say this is because i had a problem with it and phoned BT tech first who told me to contact Norton about it, now after having the phone put down on me 4 times by their tech people in the end i managed to get a case raised with their level 2 tech people, now after a week waiting i have had an official email back stating that their contract is with BT only and not their customers as they do not have all our email addresses in their system with the seperate subscriptions so will not be helping any BT customers at all and will be refering them back to BT, SO WHAT is the use of having it and what a waste of BT money that was, and i have the email if they want to see it to prove it.

[chrisjp]

Ahh...usual response...BT refers you to Norton, and Norton refers you back to BT. That way neither of them takes any responsibility for their customers. Not a good business model!

[gg30340]

What you have is BT Virus Protect which is a BT branded Norton product for BT.

You are a customer of BT not Norton. It is BT who supplied BT Virus Protect as part of your BT Broadband package and it is BT's responsibility to resolve any problems with it. 

Your problem with the product should be resolved by BT not Norton and the BT Help line should not have fobbed you off by telling you to call Norton.

Other than stating BT Virus Protect is "powered" by Norton there is nothing in the following links stating that problems with BT Virus Protect will be resolved by Norton.

See the Terms and Conditions for BT Virus Protect.

https://www.bt.com/products/static/terms/feb2017btvirusprotect.html

and the BT link about BT Virus Protect.

https://www.bt.com/help/security/anti-virus-software/what-is-bt-virus-protect-and-how-do-i-get-it-

You should re-contact BT and report the problem to them and if they are not prepared to resolve it you should lodge a complaint.

Meanwhile if you post what the problem is, there may be some person on the forum who can assist you.

[Redders01]

no i downloaded Norton protect that BT are offering on their page, which then superceded BT protect, but when you have a problem Norton say we are not the customer BT are but BT are saying go to Norton,

[gg30340]

If you read the links that I posted you will see :-"We’ve teamed up with Norton, a leader in consumer cyber security, to bring you BT Virus Protect and Norton Password Manager. 

BT Virus Protect, powered by Norton, will keep your devices protected from harmful viruses. It will also warn you if you’re about to visit a harmful website or connect to an unsecure network, protecting your information from cyber criminals".

You are BT's customer not Norton's. You need to deal with BT.

[Redders01]

Then you need to tell that to BT Tech support who tell you it's nothing to do with them you have to go to Norton

[Redders01]

Ohh and Sage when i did ring tech support again to tell them this they said that norton should not be doing that as it is their problem and not BT's, and also if they are running besides BT ptotect why do they asume we have deleted BT virus protect as they have said in the email, as Norton have taken over the full protection of my machine and bt protect is not showing anymore.

[gg30340]

I have notified the moderators of the forum about your problem and the fact that you, a BT customer using one of the product supplied by BT are being fobbed off by BT.

Once they have read this they may be able to at the very least clarify who should be dealing with this. They will advise you by posting on this thread.

[Redders01]

and also if they are running besides BT ptotect why do they asume we have deleted BT virus protect as they have said in the email, as Norton have taken over the full protection of my machine and bt protect is not showing anymore. my whole virus protection and page protection, everything is now being run by Norton Protect

[Katie_B]

Hello @Redders01. 

Thanks for coming here. 

Our customer care team can raise this off to a back office team who will contact Norton regarding this. 

I have sent you a private message about your recent experience. 

Speak soon, 

Katie