topic Re: How do I migrate from BT Virus protect to EE Cyber Security in Security

How do I migrate from BT Virus protect to EE Cyber Security

BassSinger — Thu, 17 Oct 2024 10:53:32 GMT

Recently changed from BT to EE.

I have a Full Works package which includes EE Cyber security. It says I have no devices protected, but I had installed BT Virus protect on all my devices. 5 in total.

This raises two questions:-

1 Is my BT Virus protect still active and kept up to date?

2 How do I change over to EE Cyber security, do I have to uninstall BT and reinstall EE?

I cannot find this information on the EE pages, given that this was a forced change, you would think there would be some information available.

Re: How do I migrate from BT Virus protect to EE Cyber Security

Lesley_W — Thu, 17 Oct 2024 14:29:49 GMT

Hi @BassSinger

Welcome to our community.

I hope you are otherwise enjoying your new broadband.

I am not able to access your account to check if it is still active but if your BT account is fully closed, it's likely the protection would have stopped unless you have continued paying it separately. Are you able to log into your BT account and see if anything is still active?

Lesley

Re: How do I migrate from BT Virus protect to EE Cyber Security

BassSinger — Thu, 17 Oct 2024 17:11:16 GMT

I have logged in to my BT Account, it still exists, there is a credit due to me. When I look at My Products oit would seem none are registered to my account

Broadband and Landline both have option to ADD. so it would seem there are no products on my BT account.

If I go to My Norton, It asks for my BT login and password, once I log in and I can see my devices.

but my EE page says I have 0 devices protected.

Re: How do I migrate from BT Virus protect to EE Cyber Security

Lesley_W — Thu, 17 Oct 2024 17:37:28 GMT

Thanks for checking that @BassSinger

Have you tried setting the EE one up fully?

Lesley

Re: How do I migrate from BT Virus protect to EE Cyber Security

BassSinger — Fri, 18 Oct 2024 12:21:48 GMT

Using desktop,

When I click on Setup Cyber Security it asks for EE Mobile number, My mobile is not with EE.

Re: How do I migrate from BT Virus protect to EE Cyber Security

BassSinger — Fri, 18 Oct 2024 12:25:23 GMT

Re: How do I migrate from BT Virus protect to EE Cyber Security

Lesley_W — Fri, 18 Oct 2024 13:14:59 GMT

Have you tried your mobile number in it @BassSinger, is that when you get that error?

Lesley

Re: How do I migrate from BT Virus protect to EE Cyber Security

robh661 — Fri, 18 Oct 2024 13:27:47 GMT

What you need to do is remove the BT version of Norton, and then reinstall the EE version of Norton.
Thrn you should be able to set up the cyber security. And start protecting your devices again.

Re: How do I migrate from BT Virus protect to EE Cyber Security

BassSinger — Fri, 18 Oct 2024 14:16:06 GMT

@Lesley_W

It asks for EE number, don't have EE mobile

If I put my number in, (registered on my EE account as my contact number) it says must be EE,

I have installed the EE Cyber Security on my main mobile (not EE) and that seems fine.

I tried using that to add my Laptop, it only offers me a QR code (I don't have QR reader on laptop), but I cannot see how to send an email link.

Re: How do I migrate from BT Virus protect to EE Cyber Security

Lesley_W — Fri, 18 Oct 2024 15:38:04 GMT

How are you getting to the page where it's asking for your mobile number @BassSinger?

Is it on a text you received or in your online account when you go to activate the cyber security?

Lesley

Re: How do I migrate from BT Virus protect to EE Cyber Security

BassSinger — Fri, 18 Oct 2024 15:56:19 GMT

@Lesley_W

just following the links on EE Home Page

From my Laptop

Go to EE Home page,

Scroll down to

Click on Setup Cyber Security Multi

At this stage it demands an EE mobile number. which I do not have.

Re: How do I migrate from BT Virus protect to EE Cyber Security

Lesley_W — Fri, 18 Oct 2024 16:48:47 GMT

Thanks for trying those things @BassSinger

At this stage, I'd recommend speaking a guide on 0800 956 6000 who have a look at your account and find a way to get you set up without the PIN being sent.

Let me know how you get on.

Lesley

Re: How do I migrate from BT Virus protect to EE Cyber Security

Chris654 — Sat, 31 May 2025 17:34:35 GMT

Best of luck with that, I just spent two hours with them and got no where.