Installing Norton Security as part of broadband package

[#1]

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,

[#2]

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

[#3]

@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.

[#4]

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. 

[#5]

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.

[#6]

Hi @GemmaH 

Thanks for getting back to us with an update.

I can see that my colleague had escalated this issue for you, and the last update that we had was that it was being investigated.

After you've filled in all of your details, and clicked next, does the total amount still show as £0.00?

Chris S

[#7]

Hi Chris_S   yes I was able to install Norton anti-virus on one of my laptops. It was showing as £0 all the way through. I have not had to enter my credit card details at any stage so far.

[#8]

That's really good news @GemmaH 

It does sound like it's resolved now, however if you do hit ant bumps in the road while registering, just let me know.

Chris S

[#9]

Thanks Chris_S  yes if I encounter any more issues when downloading the Norton anti-virus software on my other devices I will let you know!

[#10]

Thanks @GemmaH 

Keep me updated 🙂

Chris S

[#11]

Hi @Wayne5 @Elise2 @GemmaH 

The team have confirmed this is now fully resolved. 

Thanks for making us aware

Leanne.