Installing Norton Security as part of broadband package

[#1]

Hi

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...

[#2]

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. 

[#3]

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

[#4]

Hi

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.

[#5]

Hi

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

[#6]

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.

[#7]

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.

[#8]

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

[#9]

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! 

[#10]

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.

[#11]

Hi GemmaH

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.

[#12]

@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.  

[#13]

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 !

[#14]

@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

[#15]

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.