Is anyone else getting pop-ups from Norton saying their account is closed because Comcast has cancelled their Internet service (even though Internet service is NOT cancelled)? Happened last week and an English-as-a-foreign language chat rep had me uninstall and reinstall. I'm ready to make massive scene at local Xfinity store. Feedback???
Please see explaination and suggestion to contact Norton Chat in the following link:
As this thread has been marked as solved I replied to your other similar post which should receive more views than solved thread:
After moving and getting service switched over to the new house I got a notification saying that I needed to update my Norton Security Suite to Norton Security Online and was directed to the page that has the download link. When I click on the big red button I get an error message saying that the page couldn't be found.
I then looked for help on the Symantec website, and it was suggested that I use the Norton Removal and Reinstall tool - which I did. After it finished I had the older version on my computer that asked for the PIN. Since I couldn't find the PIN I called customer service and was told that I needed to download the newer Norton Security Online, but when I told them that I was getting the error message I was told to call Norton.
The rep at Norton had me try using different browsers and, when that didnt' work, tried to get remote access. Neither of these worked. He concluded that the problem must be on Comcast's end since he couldn't even get access to my computer. However, I just called Xfinity and was told that it was Norton's problem.
At this point I would just like to get some Internet security set up, especially since I cancelled my subscription with another service when I was able to get Norton as part of my Xfinity. Any help would be appreciated, because right now we're just going around in circles.
Sorry the delay in answering - first of all, did you totally remove the AV you previously had, being sure to use that products removal tool? If you can not find a removal tool, let us know the product and we will help you locate the tool.
Please try to follow the instuctions in this link:
I have tried the "Red Button" and I do not get an error. Be sure you are logged into your Prmary Comcast User Account when trying to download Norton Security Online.
Please let us know how things go using the link above.
Thanks for the reply. I have tried all of those things and tried them again after receiving your response. I went through and completely removed/uninstalled all traces of Webroot, MalWare Bytes, and Norton. The only security running on my system is Windows Defender and I even disabled that before trying to log into Xfinity and download Norton again. The result was the same - "The page you are looking for may have been moved, updated or deleted."
I'm not sure if it's related or not, but when I go into My Account and click on Account on the top right, it says "Account ***" and my old address. I assumed that it just took time to update and didn't know if that might cause problems seeing as how I already got service transferred to the new house, I now have Internet service at this address, and I had Norton installed on my computer from before we moved.
Thanks for the help.
@godulio wrote: ... when I go into My Account and click on Account on the top right, it says "Account ***" and my old address. ...
Be aware that typically Comcast will assign a new account number to your new location. Your current Comcast email address(es) (user IDs/logins) may not transfer to your new account, and Comcast may create a new Primary user ID for the new account. They often mess this up and don't tell you. You'll need to watch out for that as you "close out" your old service and "start up" your new service.
Double check your UserIDs on your home system with the Lookup tool at https://idm.xfinity.com/myaccount/lookup. After you enter the requested information you'll see a list of the UserIDs on your account and an indication of which one is Primary. Note that the Primary UserID online doesn't always correspond with a name on your billing statement.
If the ID's are not as you expect, contact one of their reps at the phone number on your bill or 1-800-Comcast, or chat with them at https://support.xfinity.com/chat and have them fix the problem.
Please note: These instructions should also be followed if changing from one Norton product to another. ie a paid/trial subscription from Norton to the Comcast version, or a version upgrade of NSS which is more than one upgrade old.
is nortons compatible with os x el capitan.?
Yes, we had updated the Norton Internet Security(Mac) to be compatible with El Capitan. Please try to download the latest version using the instructions from http://customer.xfinity.com/help-and-support/internet/downloading-the-norton-security-suite/
Went to https://constantguard.xfinity.com/products-and-services/norton-internet-security/ to download Norton Internet Securty for MacOS.
Have a farily new MAC Book Pro running MacOS Sierra 10.12.6 (16G29)
Entered the code it provides and downloaded the installer.
Unzipped the installer as shown
Double click to run the installer and I get this:
It seems I can only install an older version of Norton Internet Security that I got from Symantec Suport when they told me Comcast has problems with their version of Norton Internet Security.
The problem is the old version keeps prompting me to upgrade becase it says its obselete.
If I download the pay version from Symantec directly it works great, but Comcast is supposed to provide the software.
If comcast can't handle providng it they should give us vouchers so we can get the Symatec version since that works.
Whats the fix?
I ran the RemoveSymantecMacFiles.command file and cleared everything out, but I still can't install the new version of Symantec for MAC. It seems there is a problem with the actual program.
Here is the resolution:
After spending 7 hours with Comcast Support and Norton Support, I finally was able to reach someone at Norton (Symantec Corporation) that understood the problem.
The bottom line, as confirmed by Norton, the current version of the MAC software offered by Comcast does not work on MAC. Thats a fact. Norton (Symantec Corp) Acknoledged it. The software wont install, and if you are able to use the old version and then upgrade to the current version, there are nothing but problems.
The fix is not to use the software provided by Comcast because it doesn't work and it doesn't install.
You have to use the software provided by Norton here - https://norton.com/comcastmac7
It uses a totally different installer and was written totally different so it actually installs and works on MacOS Sierra and El Capitan.
Here is the procedure proviided to me by Symantec Technical Support:
(1) Do not download the Norton Internet Security for MAC software at https://constantguard.xfinity.com/products-and-services/norton-internet-security/ because it doesnt work and has not worked since it was released. Don't use that. Its not compatable with MacOS. It won't install or run properly.
(2) Download Norton Internet Security here - https://norton.com/comcastmac7
(3) Unzip the file.
(4) Click the Install Norton.app
(5) Let it download and install, reboot as prompted by the installer.
(6) if prompted after the installation completes, go to https://constantguard.xfinity.com/products-and-services/norton-internet-security/ and click on the Mac icon and request the install code or partner code. Copy the code, and insert it into the Norton provided app that you installed from step 3.
(7) After it is installed, make sure you choose to immediately download all applications updates via live update. Failure to do this will leave the software in an incompatable state that causes problems with your MacOS system. The version # after the update should be 7.4.3 as viewable in the "About Norton Internet Security" area of the application.
This Symantec build thats currenly only obtainable at https://norton.com/comcastmac7 fixes two problems: (1) It fixes the install problem and (2) it also fixes the crashing/starting/glitching problem that the version currently being served up by comcast casues.
Comcast ultimately must replace the version they are serving up to customers with the version listed in step # 2 above.
That simple resolution shown above should be something that EVERY SINGLE COMCAST AND SYMANTEC SUPPORT REP SHOULD HAVE IMMEDIATELY ACCESSIBLE.
Sadly, it took me 7 hours across 20+ phone calls and support chat sessions between Comcast and Symantec to obtain that basic corrective fix, because nobody that works at Comcast or Symantec have a clue as to what they are doing and nobody knows or understands basic computer technology, as evidenced by the technicians walking down all kinds of nonsenseical patheways that are immediately obvious to me that those are not going to bring us any closer to solving the problem.
I only got this fix because I was insanely persistant and got lucky to finally get a symantec rep (after 7+ hours mind you) who actually knew something about the symantec software they are supposed to support.
Lately, a message box pops up when I start my computer asking to "activate" Norton Security Suite, when clicked OK it lead to some kind of software purchase. I have been using Comcast internet for almost 10 years and download/activated Norton right away as part of the free package. I've never seen this message before being requested to process "Activation" again. This happened only about 3 weeks ago.
It is suspicious that a purchase is required, so I just closed out from the process, not sure if it is a cyber trap/scam. I have not received any email from Comcast/Xfinity regarding any activation requirement. I need more information and clarification if this "activation" request is authentic and necessary. Any feedback is appreciated.
I downloaded Windows 10 to brand new computer. Downloaded Norton Security Suite. NSS would not activate. I contacted Norton and they said I had to have Internet Explorer (or Edge) as my default browser. Not only did I have to have it as my default browser but I had to uninstall Google Chrome and make IE my default. Then NSS was able to activate and I reinstalled Google Chrome.
Hope this helps anyone having the same problem.
If you receive a message on your system indicating that your 'service has been cancelled' from Norton Security Suite, this means that your subscription was cancelled due to cancelling your Comcast High Speed Internet subscription. If you did not cancel your Comcast/Xfinity internet subscription and received this message, then your account was erroniously reported as cancelled.
You can contact Norton support for NSS at Norton.com/comcast, start a chat support session, report the issue. Please use the CHAT option on the right hand side of the following link.
If you use Identity Safe, backup your Identity Safe data See Export instructions here http://forums.comcast.net/t5/Security-and-Anti-Virus/How-to-Export-Import-NSS-Identity-Safe-Data/m-p...
I am trying to find out how to completely uninstall McAfee and install Norton Security Suite. I did not know that Comcast or Xfinity or both had changed their virus protection from McAfee to Norton Security Suite until I saw the Norton icon on my homepage. I compared and wanted to try the Norton but I cannot find out for sure how this is done. I read online where you have to completely uninstall McAfee so I guess I can't just go in and uninstall the program because I have heard that this does not completely uninstall the McAfee program. I contacted Xfinity through the internet chat and was given the link to where you go to install Norton but was not explained how to completely unistall McAfee. Can someone please help?
The following link provdes instructions for the initial installation of Norton Security Suite provided by Comcast. Following the links on the Kasperky site will provide th too and instructions for completely uninstalling your current McAfee using their MCPR Tool. As you have seen it is necessary to completely remove any previous Antivirus program prior to installing Norton.
Please let us know how things go and if you have ay more questions - we're here to help.
I have a MacPro running version 10.12.3 and unable to activate Comcast NIS. I am logged in to comcast and an activation pin is displayed. I have used both the uninstall and the norton file removal script countless times now. I've searched for anything named "Norton" after the removal script and its been clean each time. After downloading and installing the Comcast NIS and after rebooting, the activation screen popups very briefly (~.5s) where a product key, code, and activation pin as options but jumps immediatly to my subscription has expired. I've tried to be fast and click on activation pin link without any success. I did have a previous paid subcription but somehow I think it still knows that a retail product was installed dispite runing both the uninstall and RemoveSymantecMacFiles.zip each time. I'm also running windows 10 via VM on the same Mac and that installed without any issues. Is there something else that I can check?
same issue here, I can't even seem to find the new download to reinstall it
Try the following link: