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Comcast FREE Security

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Member Since: ‎06-25-2011
Posts: 10
Message 1 of 25 (3,349 Views)

Comcast FREE Security

Why was my Comcast Norton Security cancelled?  I do not recall it being only for a certain amount of time.

24 REPLIES
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Member Since: ‎04-12-2009
Posts: 3
Message 2 of 25 (3,336 Views)

Re: Comcast FREE Security

I would also like to know why I no longer have Norton Security. I have had Comcast for 6 years & suddenly I am getting notifications from Norton to buy their security. Has security changed or why am I getting this? I just now tried to call CS & had a wait time of 19-29 minutes. Totally ridiculous to have that long a wait time. That is not good customer service!!

Posted by
Security Expert

Member Since: ‎10-28-2003
Posts: 6,182
Message 3 of 25 (3,283 Views)

Re: Comcast FREE Security

Hi Javauno  & jimnancybonds,

 

Norton Security Suite (NSS) from Comcast is provided free of charge for as long  as you are a customer  in good standing. 

 

Please tell us exactly what the notification said and how you received it (via popup/email ot your actual NSS main page showed a Red insecure)??  Please also tell us if you have recently installed Constant Guard Protection Suite?

 

Another method of trying to fix this situation is to follow the suggestion in the following link:

 

http://forums.comcast.com/t5/Security-and-Anti-Virus/Info-for-customers-receiving-cautions-that-Nort...

 

Please keep us posted as to your progress.

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'





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Member Since: ‎04-12-2009
Posts: 3
Message 4 of 25 (3,275 Views)

Re: Comcast FREE Security

What is Constant Guard? What is good standing? I've been late with payment a couple times but have never been threatened with disconnect or losing my Norton. Can you re-install my Norton?

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Member Since: ‎04-12-2009
Posts: 3
Message 5 of 25 (3,274 Views)

Re: Comcast FREE Security

I have never been threatened with cancellation from Norton nor have I ever cancelled my Internet with Comcast. If it was erroneously reported, don't you think you guys need to get it straightened out?

Posted by
Edited on
‎04-09-2012 02:58 PM

Security Expert

Member Since: ‎10-28-2003
Posts: 6,182
Message 6 of 25 (3,271 Views)

Re: Comcast FREE Security

[ Edited ]

If you have not been threatened with cancellation, you are OK as far as NSS goes.

 

I have provided you with a link for chat to attempt to get to the bottom of your situation.  Norton techs are (should) be aware of this sutuation and it is casued by a glitch betwwen the Norton and Comcast data bases from time to time.  They should be able to assist you in removing and reinstalling Norton Security Suite in order to rectify this situation, after they fix the data base. I can point you to FAQ's on this forum that will accomplish the same thing (remove/reinstall) however if there is a gltich between the two data bases the remove/reinstall will do no good - that is why I suggest you go thru Norton chat for assistance in correcting the data bases first.

 

FWIW, the experts on this forum are in fact Comcast customers (as you are) who volunteer their time answering other customers questions.  The presence of comcast employees is close to null and void on the forums (their user names are in RED).  If youhave a look around, you will see very few posts made by them.  So when you say "you guys need to get it straightened out" - please remember we are the messengers - we have no control over your system, account, etc. 

 

Let us know what your chat results are.

 

 

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'





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Posted by
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Member Since: ‎06-25-2011
Posts: 10
Message 7 of 25 (3,242 Views)

Re: Comcast FREE Security

When I was on my PC today (4/9/12) I noticed that my NortonSecurity Suite icon in the bottom right had a red x.  When I clicked it, I see System Status at Risk in the top left and Your Norton Service has been cancelled and YOur Norton Service is not active in a box at the bottom of the page. I have  paid my comcast on time and online this month.

 

Posted by
Security Expert

Member Since: ‎10-28-2003
Posts: 6,182
Message 8 of 25 (3,241 Views)

Re: Comcast FREE Security

Hi again Javauno  & jimnancybonds,

 

I have received a request from Norton asking for a screenshot of the message you have recieved and also a screenshot of your About for Norton Security Suite.  You can get to About by clicking on Support on the main page of NSS and then Selecting About from the dropdown menu.   Norton is especially interesed in the version number and the SKU numbers shown in About in case you can not get the screenshot.

 

Please provide that info here and I will forward it if Norton does not pick it up from the forum.

 

Thanks in advance for the assistance.

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'





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Posted by
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Member Since: ‎06-25-2011
Posts: 10
Message 9 of 25 (3,235 Views)

Re: Comcast FREE Security

I have made the screen shot but do not see how to attach it to this reply.

Posted by
Edited on
‎04-09-2012 06:44 PM

Security Expert

Member Since: ‎10-28-2003
Posts: 6,182
Message 10 of 25 (3,227 Views)

Re: Comcast FREE Security

[ Edited ]

You need to use the green tree in the header of this reply box.

 

These instructions are from the Norton forum, but since they use the same forum program - it shuold work with this forum also:

 

http://community.norton.com/t5/Forum-Feedback/Forum-Tip-How-to-post-screenshots-in-the-forum/td-p/25...

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'





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Posted by
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Member Since: ‎06-25-2011
Posts: 10
Message 11 of 25 (3,217 Views)

Re: Comcast FREE Security

Here is the screen shot showing cancelled.

Posted by
Security Expert

Member Since: ‎10-28-2003
Posts: 6,182
Message 12 of 25 (3,206 Views)

Re: Comcast FREE Security


Javauno wrote:

Here is the screen shot showing cancelled.


Thank you very much, any chance of getting a screenshot of the "ABOPUT" or at leastr tell us the Version Number and the SKU numbers?

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'





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Posted by
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Member Since: ‎06-25-2011
Posts: 10
Message 13 of 25 (3,201 Views)

Re: Comcast FREE Security

I am not sure what the "ABOPUT" is .

Posted by
Gold Problem Solver

Member Since: ‎12-03-2007
Posts: 11,587
Message 14 of 25 (3,178 Views)

Re: Comcast FREE Security

  1. Open Norton
  2. Click Support
  3. Select About
Posted by
Security Expert

Member Since: ‎10-28-2003
Posts: 6,182
Message 15 of 25 (3,173 Views)

Re: Comcast FREE Security


USAF_E-8_RET wrote:

Hi again Javauno  & jimnancybonds,

 

I have received a request from Norton asking for a screenshot of the message you have recieved and also a screenshot of your About for Norton Security Suite.  You can get to About by clicking on Support on the main page of NSS and then Selecting About from the dropdown menu.   Norton is especially interesed in the version number and the SKU numbers shown in About in case you can not get the screenshot.

 

Please provide that info here and I will forward it if Norton does not pick it up from the forum.

 

Thanks in advance for the assistance.


Hi Javauno,

 

BruceW got it right in his response and I did mention how to get there in a previous post.

 

I have heard back from Norton, they are looking into this and still desire the version number and SKU numbers, so your hlp will be appreciated.

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'





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Posted by
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Member Since: ‎06-25-2011
Posts: 10
Message 16 of 25 (3,165 Views)

Re: Comcast FREE Security

Thanks. Here is everything in"About":

 

Product Name: Norton Security Suite
Version: 5.2.0.13
Media SKU: 21164128
Current SKU: 21164128
Family SKU: 0000000
End Point ID: {ce9ead3e-3b35-4835-a9d6-c850d915a4e3}
Vendor Name: Comcast

Posted by
Security Expert

Member Since: ‎10-28-2003
Posts: 6,182
Message 17 of 25 (3,161 Views)

Re: Comcast FREE Security

Thanks, info has been forwarded to Norton.

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'





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Posted by
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Member Since: ‎06-25-2011
Posts: 10
Message 18 of 25 (3,044 Views)

Re: Comcast FREE Security

FYI,

 

I was away for a few days but left my PC off.  Now I am back and no info from Nortonso I took Comcast's advice and did a total uninstall and reinstall of NortonSecurity Suite 5.  It worked and I am PROTECTED AGAIN.

Posted by
Security Expert

Member Since: ‎10-28-2003
Posts: 6,182
Message 19 of 25 (3,037 Views)

Re: Comcast FREE Security

Hi Javauno,

I have not heard back from Norton either in regards to the addtional info you supplied, however doing the total uninstall and reinstall of NSS is the way we have corrected it in the past.  I believe Norton desired the info in hopes of being able to prevent the deactivation from happening.

 

Anyway glad that you got it sorted. 

 

 

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'





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Posted by
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Member Since: ‎06-25-2011
Posts: 10
Message 20 of 25 (3,033 Views)

Re: Comcast FREE Security

Thanks again for your assistance and aedvice.

Posted by
Security Expert

Member Since: ‎10-28-2003
Posts: 6,182
Message 21 of 25 (3,031 Views)

Re: Comcast FREE Security

You're very welcome and now you know where to find us if you have any other security situations that need attention.

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'





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Member Since: ‎06-25-2011
Posts: 10
Message 22 of 25 (780 Views)

Re: Comcast FREE Security

I have Comcast provided Norton Internet Security Suite.  I also use the Malwarebytes free version.  I browse using Google Chrome and recently have seen lots of Malware and ad popups show up.  Norton seems to clear it but a lot comes back quick. I would like to be part of your trial of a new anti-malware solution. How can I join up?

Thanks,

Stuart Napier

Posted by
Security Expert

Member Since: ‎10-28-2003
Posts: 6,182
Message 23 of 25 (756 Views)

Re: Comcast FREE Security

http://forums.comcast.com/t5/Security-and-Anti-Virus/Comcast-Malware-Detection-Service-Customer-Tria...

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'





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Member Since: ‎11-19-2014
Posts: 1
Message 24 of 25 (735 Views)

Re: Comcast FREE Security

I have a iPad can I get the norton security from comcast
Posted by
Security Expert

Member Since: ‎10-28-2003
Posts: 6,182
Message 25 of 25 (721 Views)

Re: Comcast FREE Security

Nope, it does not operate on any of the supported operating systems shown below:

 

http://constantguard.comcast.net/norton?cid=NET_33_601#system-requirements

 

Operating Systems Supported:
•Microsoft® Windows® XP (32-bit) with Service Pack 2 or later Home/Professional/Media Center
•Microsoft® Windows Vista® (32-bit and 64-bit)Starter/Home Basic/Home Premium/Business/Ultimate
•Microsoft® Windows® 7 (32-bit and 64-bit) Starter/Home Basic/Home Premium/Professional/Ultimate
•Microsoft® Windows® 8 and 8.1

Windows 2000 and Windows 98 are not supported Operating Systems

 

A veteran - whether active duty, retired, national guard, or reserve - is someone who, at one point in his or her life, wrote a blank check made payable to The 'United States of America', for an amount of 'up to and including my life.'





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