topic Re: Cyber Security in Security

Cyber Security

Pip-1960 — Fri, 14 Feb 2025 14:18:55 GMT

Hi i have Norton Cyber Security with my broadband deal. I am trying to find a list of devices as the app on my laptop says i have used 7 out of 15 licences but i have only installed 6. I have tried contacting EE by phone but there is not one for cyber security as all lines you ring want to check the connection and call you back. I know i have found a list of devices before but can't find it on laptop app or mobile apps. I can't find it in my account either, people on here have said the following,

Manage your devices

To manage your EE Cyber Security devices:

Log in to EE
Go to Add-ons and Benefits
Find EE Cyber Security and select Manage
Go to the Device Security tile and hover over View Devices
When View Devices expands, select Manage Licences
The Manage Licences page lists all your devices that have Cyber Security installed. You can review and manage them here.

But the Go to Add-ons etc in orange does not exist in my account, can anybody help please.

Re: Cyber Security

Rach_H — Fri, 14 Feb 2025 18:41:35 GMT

Hi @Pip-1960,

Welcome back to the Community!

I'm sorry to hear this isn't showing on your account as we'd expect. I'd recommend reaching out to our team and they can look into why this is, and what is happening with your devices.

Rach

Re: Cyber Security

Pip-1960 — Fri, 14 Feb 2025 19:02:04 GMT

I tried contacting them several times today but there is nobody to contact all they do is send me a text which asks if its a fault or phone. I have not got a phone line and then they run tests and text me back, well its not a fault and i don't have a phone line. I can not find a way to talk to anyone at all.

Re: Cyber Security

Leanne_T — Sat, 15 Feb 2025 09:09:37 GMT

Hi there @Pip-1960

Thanks for coming back to us.

Could you try calling 0800 956 6000 and select broadband then option 2, this should transfer you to a guide when they are free to take the call.

Let me know how you get on 🙂

Leanne.

Re: Cyber Security

Pip-1960 — Sat, 15 Feb 2025 11:02:42 GMT

Rang this number yesterday and there are no guides anymore they just send you a text and this is what you get with any number you ring. See text below.

Re: Cyber Security

Michael_D — Sat, 15 Feb 2025 12:45:53 GMT

Do you have an option to speak to the billing guides rather than technical support @Pip-1960?

Re: Cyber Security

Pip-1960 — Sat, 15 Feb 2025 13:33:17 GMT

Not that i know of there are only three numbers i can find and they all have two options. Option 1 is broadband, email tv or sport and option 2 is mobile. You then press option 1 again for broadband and phone, option 2 is for tv and sport, option 3 is for mobile option 4 is for suspicious contacts etc. It then has option 1 for bills option 2 for tech support. I don't know how billing can help though

Re: Cyber Security

Michael_D — Sat, 15 Feb 2025 13:37:32 GMT

The billing guys will be able to take a look, and if they do need to get you through to someone else, they can transfer the call @Pip-1960.

The tech option is just for problems specifically with the broadband or phone, which is why you get the text for the line checks.

Michael

Re: Cyber Security

Pip-1960 — Sat, 15 Feb 2025 13:46:57 GMT

Ok i will try that Monday then. Although it does say under tech support they deal with cyber security too. I must say though in the 4 months i have been with EE it is getting much harder to get help on the phone.

Re: Cyber Security

Michael_D — Sat, 15 Feb 2025 13:47:57 GMT

Please keep us posted with how you get on with them on Monday @Pip-1960

Michael

Re: Cyber Security

Pip-1960 — Mon, 17 Mar 2025 15:02:25 GMT

Still trying to get cyber security sorted. I contacted sales who said they would put me through to their other dept but ended up back at tech support been going round in circles ever since. Just had a call got ring sales again to get them to cancel it again and the reninstall cyber security again.