topic Re: Installing Norton Security as part of broadband package in Broadband

Installing Norton Security as part of broadband package

Wayne5 — Mon, 17 Nov 2025 16:46:55 GMT

I have set up Plusnet broadband as a new subscriber, and I have tried to instal Norton Security as a free add-on part of the package. However, when I folow the instructions in my Plusnet account to download Norton, I am take to a Norton page which asks for my credit card details and a payment of £147.99. I have contacted Plusnet and spoken to two people (the second one in technical support) who don't understand and can't explain why I am reaching this stage, and why I am being asked for payment. They say that I should just be able to register my details with Norton and donwload the software for free. Does anyone have any idea why this is happening and what I can do about it? Thanks very much...

Re: Installing Norton Security as part of broadband package

jab1 — Mon, 17 Nov 2025 17:31:43 GMT

I don't know why you are having this issue, @Wayne5 , but out of curiosity, what OS are you running? Although I don't use Window myself, I have heard that the Windows Defender (or whatever it is called these days) is perfectly adequate for the vast majority of home users.

Re: Installing Norton Security as part of broadband package

s7eveyorkshire — Tue, 18 Nov 2025 15:59:52 GMT

Just out of curiosity, have you had Norton with BT or similar in recent months/ years ?

Re: Installing Norton Security as part of broadband package

Wayne5 — Tue, 18 Nov 2025 16:07:00 GMT

Thanks for your reply. I use a Mac and an Ipad. My wife uses a windows laptop. We're having the same problem trying to install Norton from the Plusnet account on all three devices. I guess I could use different security, but I'd prefer to use the service I've purchased as part of the Plusnet subscription, otherwise I feel I'm paying for something I'm not getting.

Re: Installing Norton Security as part of broadband package

Wayne5 — Tue, 18 Nov 2025 16:09:14 GMT

yes, I have used Norton as part of a BT subscription for several years. I moved over from BT to Plusnet just last week, as I felt BT was just getting too expensive. Do you think that having previously used Norton as part of a BT subscription might be causing a problem?

Thanks

Wayne

Re: Installing Norton Security as part of broadband package

Townman — Thu, 20 Nov 2025 18:36:51 GMT

Anything is possible.

Personally I do not understand why folks are so keen to run the virus called Norton in the first place. Over more years than I care to recall, I have seen nothing but issues for those using Norton. It interferes with parts of the operating system it ought never to be touching. You might care to go find their 'deep cleaning' tool and start again. In years past I have found that the only sure way to clean up properly from Norton is a full clean machine rebuild.

Years ago, based on accountant's decision making, my employer switched from McAfee to Norton ... because it was cheaper, not because it was better ... which it certainly was not.

Re: Installing Norton Security as part of broadband package

jab1 — Thu, 20 Nov 2025 18:42:29 GMT

Totally agree, @Townman - I installed once on my then machine many, many years ago - and almost immediately re-installed the OS because of its interference with normal behaviour, as did someone else I know. I wouldn't touch it with a bargepole.

Re: Installing Norton Security as part of broadband package

Champnet — Thu, 20 Nov 2025 20:39:32 GMT

Both Norton & Symantec were the best products at the time but unfortunately those times have long gone…..

Re: Installing Norton Security as part of broadband package

GemmaH — Sat, 22 Nov 2025 12:01:57 GMT

I am also having the same issue. My PlusNet account was activated 2 days ago and when I tried to activate the Norton Security, it takes me to a page on the Norton website, but then requires me to put in my credit card details - which I don't want to do for obvious reasons, I talked on a Norton online agent and I don't think they know how to get round it either!

Re: Installing Norton Security as part of broadband package

Elise2 — Sat, 22 Nov 2025 15:15:16 GMT

Hi Wayne5,

I've had the exact same issue. From 20/11/25, I've gone around in the houses with Norton support 3 times. The third time Norton batted it to Plusnet to give me a product key, which, of course, Plusnet do not have. So, I contacted Plusnet on 21/11/25 and after an hour explaining everything in detail, I was then told to go back to Norton support! I explained to Plusnet customer service that my contract is with Plusnet and as Plusnet Protect, powered by their supplier Norton, is Plusnet's product, it is up to them to resolve this issue, not me. The Plusnet contact centre person then suggested their manager call me the next day. After a lengthy discussion with the Plusnet manager and them trying various things to resolve the problem, the manager tried the process themselves. As a result, they encountered the same issues. Therefore, at least Plusnet believe it is a problem now, and they are reporting it as an issue to the relevant team at Plusnet to get a resolution. However, I strongly recommend that you contact Plusnet support and formally make them aware that you also have this problem, because although I made them aware of the comments on your post, they don't monitor the Community forum, and so your issue will not be logged as a problem. Anyone else with the same issue should also report it to Plusnet support.

Re: Installing Norton Security as part of broadband package

Elise2 — Sat, 22 Nov 2025 15:16:21 GMT

Hi GemmaH

Re: Installing Norton Security as part of broadband package

jab1 — Sat, 22 Nov 2025 17:16:37 GMT

@Elise2 Duplicate posting is not needed, and is also against forum rules. I imagine the business is aware of this, and it will get sorted.

Re: Installing Norton Security as part of broadband package

haoling — Sat, 22 Nov 2025 20:16:17 GMT

I have just renewed broadband contract with plusnet. But I have issue to renew the norton subscription. It asks credit card info and tries to charge £ 147.99 !

Re: Installing Norton Security as part of broadband package

jab1 — Sat, 22 Nov 2025 20:28:10 GMT

@Leanne_T A further topic re: 'Free' Norton Security that isn't. See also; https://community.plus.net/t5/My-Order/Plusnet-Protect/m-p/2029591#M34573

Re: Installing Norton Security as part of broadband package

Leanne_T — Mon, 24 Nov 2025 14:51:31 GMT

Hi everyone.

Thanks for making us aware.

This has been raised to the relevant support team to be investigated. If we need any further details we will let you know.

Leanne.

Re: Installing Norton Security as part of broadband package

Leanne_T — Thu, 04 Dec 2025 09:43:32 GMT

Morning everyone.

Could you try and follow the set up again? The price should now be showing as £0.00.

Let me know how you get on.

Leanne,

Re: Installing Norton Security as part of broadband package

Wayne5 — Thu, 04 Dec 2025 11:37:33 GMT

Hi Leanne

thanks for your help. I have tried to set up Norton again, and the price is indeed showing as £0.00. However when I try to download the Norton software, a message appears from Norton saying: 'We're sorry. Something has gone wrong on our end'. This has happended on two different devices, one of which has had Norton security as part of a BT contract, but the other has not had Norton installed before at all.

I'd be grateful if someone could take another look...

Regards

Wayne

Re: Installing Norton Security as part of broadband package

Elise2 — Thu, 04 Dec 2025 12:01:08 GMT

@Wayne5 @Leanne_T Leanne T, thank you for the progress you have made with this issue. Unfortunately, I have encountered the same issue as Wayne5. Once you click the yellow "Agree" to the licence, T & Cs, you are then taken to the next screen (see attached screenshot), which says 'We're sorry. Something has gone wrong on our end..." As a result, I am unable to download the Plusnet Protect powered by Norton software. If you "click get help now", it just takes you to the generic Norton Help page. So, although the price is now £0 for the two years, actually accessing the Plusnet Protect powered by Norton software is still not possible.

Re: Installing Norton Security as part of broadband package

Leanne_T — Thu, 04 Dec 2025 12:13:32 GMT

Thanks for trying @Wayne5 @Elise2

I've forwarded this information to the team to let them know you've had this error message when following the set up.

Leanne.

Re: Installing Norton Security as part of broadband package

GemmaH — Sat, 06 Dec 2025 10:57:56 GMT

Hi, thanks for looking into this Leanne_T

When i tried again yesterday - so I went into my Plusnet account/dashboard, then I clicked on the AddOns tab and then clicked on the 'Free Download' for the Norton package. It then took me to the Norton website page where I have to click on the 'Signup now' button. I did this and again, it took me to a page where I have to enter my credit card details. However this time the amount was showing as £74.99

I've tried again this morning (Saturday) and i can see that the amount in the Order Summary column is showing as £0.00 - so has this issue now been fixed? I've attached the screenshot showing the £0.00 amount on the Norton website page.