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JJDJ
Beginner

on ‎15-02-2022 10h50

1,055 Views
Message 1 of 5

Updating to Norton Security issues

Hi, I'm trying to update my security to Norton but I keep getting a server error. I am the Account Manager but it still keeps coming up with server error. I am due to update my broadband package and take out a new 24 month contract but this us really putting me off doing it.  There is very little help with the issue.

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JJDJ
Beginner

on ‎15-02-2022 10h57

1,054 Views
Message 2 of 5

Norton install issues

Hi, Can anyone help. Each time I try to update to Norton I get a server error???? I really don't want to hang on the phone for hours trying to get help? Has anyone had the same issue? 

I am also overdue to enter into a new broadband contract but unless this is sorted I don't want to. 

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imjolly
Distinguished Sage
Distinguished Sage

on ‎15-02-2022 11h00

1,051 Views
Message 3 of 5

Re: Norton install issues

what device are you using?

did you have McAfee installed and if so have you totally uninstalled McAfee



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JJDJ
Beginner

on ‎15-02-2022 11h21

1,037 Views
Message 4 of 5

Re: Norton install issues

Hi, I'm using Samsung tablets and phones. 

When I try to go into Manage my Bt virus protect it just advises server error.

I have been with bt a number of years but finding this change rather confusing, they didn't advise to uninstall McAfree? 

 

Thanks

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RobbieMac
Moderator-Retired

on ‎15-02-2022 11h34

1,027 Views
Message 5 of 5

Re: Norton install issues

Hi @JJDJ

Thanks for your post and welcome to the BT Community!

I am sorry that you're seeing a "server error" message when trying to change to BT Virus Protect powered by Norton.  Please follow the steps below to make sure your BT ID is set as the primary ID and try download the software again.

Please follow the steps below:

Log in to My BT >
Click on Settings and Your account
Scroll down and you'll see if you're an Account holder or Account manager
Click on the "I should be the Account holder link" and follow the steps.

Also:

If you keep getting a server error when signing into the BT Virus Protect app you’ll need to go to My BT > Your Security and click Switch to Norton first.
• Go to My BT > Your Security
• Find the BT Virus Protect tile and click Switch to Norton (or if you are using BT Virus Protect for the first time, select Activate)
• Now open the BT Virus Protect app you downloaded and log in using your My BT username and password.

Post back and let me know how you get on with this.

Thanks,

Robbie

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