Hi everyone
I really hope someone can help me because I can't get any help from Tech despite numerous attempts. Nobody at BT seems to really know what the problem is and I feel like I am not being taken seriously because they say "they've not had this problem before"
I got the letter we all had to update online security to Norton before 31st March however whenever I try to update I get directed to the Norton site ( my.norton.com also showing BT logo on the page bottom left) and a message asking me to" enter my 13 digit pin code in the black box". The message adds "Enter the 13-digit PIN code you received from your service provider. If you do not have a PIN code, contact your service provider for assistance."
I have contacted BT for assistance, and BT Tech have been through the updating process over the phone with me and have received the exact same message as me so I know I'm not losing the plot lol.
BT Tech say I do not need a pin code to upload Norton, this is only for customers who have bought a Norton package separately themselves and have a licence for it to activate it. They cannot understand why I am getting the message to enter a pin. BT has the licence we need as BT customers but BT Tech say they don't know what the Norton licence number is, and even if they did they would not give it to me because it belongs to BT.!!
I am getting increasingly worried now that I won't be able to update, and am asking if anyone else is having this problem? I am using a desktop pc with Windows 10.
On 7th February I was told to wait for an email from BT saying "switch to Norton" and if I don't get it soon contact the fault department. I've not had any email, but according to the letter we can update anytime from January 2022 it says nothing about waiting for an email! Another Tech told me just to keep checking weekly to try to update and see if the message changes - I have and it hasn't.
Please guys can you help me with this?
Many thanks in advance.
