topic Re: adding new devices to plan in Offers & Add-ons

adding new devices to plan

PhilJT — Fri, 09 Jan 2026 11:22:02 GMT

I just added an extra computer to Cyber security. It shows up as "installed" on this computer but on my subscriptions it still shows only one device activated. Also the activate button doesn't work for the option to include identity theft. Tried speaking to them but after "referring to a manager" they kept me on hold 14 minutes before they hung up on me!

Re: adding new devices to plan

Christopher_G — Fri, 09 Jan 2026 14:55:58 GMT

Hi @PhilJT

Welcome to the community.

Is the computer that you've registered on a compatible operating system? You can check here on our Setting Up EE Cyber Security Powered by Norton help page.

Was it our technical support team who you spoke to?

Chris

Re: adding new devices to plan

PhilJT — Mon, 12 Jan 2026 14:00:39 GMT

I am using a compatible computer and it was technical I spoke to but I did make it clear it was a cyber issue. The new device DOES seem to have cyber security on it. The problem is that my subscriptions are still showing I have only one device instead of 2.

Re: adding new devices to plan

Lesley_W — Mon, 12 Jan 2026 16:51:40 GMT

Thanks for the update @PhilJT

Did the team say if there was maybe a delay in it updating or anything else that would cause this?

Lesley

Re: adding new devices to plan

PhilJT — Tue, 13 Jan 2026 10:40:40 GMT

Yes they said it should only take 24 hours but its been 2 weeks and my subscription still only shows I have one device protected even though both have it
Phil

Re: adding new devices to plan

Lesley_W — Tue, 13 Jan 2026 14:57:38 GMT

I wouldn't be too concerned as long as it's working as expected @PhilJT

If this is something you wanted to chase up though, I'd recommend speaking to the cyber security team again and they may need to raise a support ticket to get this looked into.

Lesley