topic Re: EE VPN in Security

EE VPN

Ducatibiker — Mon, 29 Dec 2025 12:06:25 GMT

Hi all, quick question - I've got EE Cyber Security installed on my MAcBook. I can't get the VPN to turn on - a message flashed up earlier saying I'm on a public network. I'm at home and def not on public.. Anyone help?

Re: EE VPN

Alex_H — Tue, 30 Dec 2025 09:53:33 GMT

Hi @Ducatibiker,

Thanks for visiting the EE Community

What exactly is the issue you have when trying to turn on the VPN? Norton recommend uninstalling and re-installing the program if you are unable to enable the VPN so I would give that a try on your device.

Do you have the Cyber Security installed on any other devices and is the VPN enabled on those ok?

Alex

Re: EE VPN

Ducatibiker — Tue, 30 Dec 2025 13:36:54 GMT

Re: EE VPN

Ducatibiker — Tue, 30 Dec 2025 13:38:30 GMT

Hi Alex, well that didn't work as hoped! have added a screenshot of what comes up for the VPN. It's greyed out as an option in the programme and on the status bar at the top of the screen.

Re: EE VPN

Alex_H — Tue, 30 Dec 2025 14:26:46 GMT

@Ducatibiker Is that screenshot after doing a re-install of Cyber Security on your device? If not once uninstalled you should just be able to follow the instructions on this page to re-install via your EE account.

If you are still having issue after a new install it would be worth reaching out to Norton support who will be able to provide more specific support around using the VPN on your device.

Alex

Re: EE VPN

tomworth — Tue, 20 Jan 2026 10:34:38 GMT

Yep, I have the exact same issue. I have also seen other posts of people having it too. Restarting Mac doesn't work, signing out and back in again doesn't work, reinstalling the app doesn't work. I was on the phone to EE for about an hour and they were unable to help and told me to contact Norton. I think this might be a universal issue for Mac users trying to use this service, and it needs fixing.

Re: EE VPN

tomworth — Tue, 20 Jan 2026 10:37:55 GMT

I have the same issue Leanne, and EE were unable to help me. And as the OP pointed out, Norton will not help us as we don't have Norton accounts. EE should be able to help us, and if they need Norton they should work with Norton but we shouldn't have to go through Norton. Anyway, what, if anything, can we possibly do now?

Re: EE VPN

tomworth — Tue, 20 Jan 2026 10:40:36 GMT

Were you able to get Norton to fix it? I, and others, have the exact same issue, and can't seem to get help from Norton because our EE accounts don't count as Norton accounts...

Re: EE VPN

Ducatibiker — Sat, 31 Jan 2026 11:01:48 GMT

Nope, no joy this end. It's irritating as the VPN works fine on the iPhone and I like the product.

Re: EE VPN

tomworth — Tue, 03 Feb 2026 17:13:49 GMT

Yes! Works absolutely fine on my iPhone too and I like the product too. I want to keep paying for it but if the VPN won't work I'm not sure I will as I can pay for another service, that includes a working VPN, instead.

So did you get in contact with Norton? What else can we do? I'm not sure why EE are not providing further support in this topic.

Re: EE VPN

Jacob_ — Tue, 03 Feb 2026 17:51:43 GMT

What version of Mac OSX are you using? I know it's a stupid question, but on the image it says "Sign in to use your vpn" - what happens when you sign out then back in?

Re: EE VPN

tomworth — Tue, 03 Feb 2026 17:54:26 GMT

I have MacOS Tahoe 26.1 currently. Signing out and back in does not fix the issue - it still says “Sign in to use your VPN”.

Re: EE VPN

Jacob_ — Tue, 03 Feb 2026 18:09:07 GMT

I see, are you using the same login that you activated the subscription on? If there's a "my subscription" section anywhere, or maybe under account, (sorry, I don't use the software but trying to help) It should tell you if there's an active subscription. It sound to me like you’re signed into a Norton account that doesn’t actually have the EE VPN entitlement attached.

If you can post an image of your subscription, blur our any personal details first before posting.

Also if you're comfortable using terminal then run these commands, some might require sudo access so it'll ask you for your account password for privilege elevation.

scutil --nc list

You’ll see entries like * (Connected) or service names. If there’s another VPN connected, Norton can get weird.

scutil --nwi

Look for anything that says VPN/utun/tun

ifconfig | grep -E "^utun|status:"

You can use ifconfig to see if anything else is creating VPN connections. You most likely don't, but it's just to eliminate any potential issues.
Norton VPN relies on Apple’s Network Extension framework (NEVPNManager) and often a content filter / system extension for “Ad Tracker Blocking”. So you can also run the following to see if it's been activated.

If Norton components show as “activated enabled” that’s good. If you see “waiting for user approval” or not present at all, macOS approval is the issue. You should be able to see the logs for the last 30 mins, you can change the value from 30m to 5m etc if you have only just opened the app. Be careful about posting any logs, make sure if you see any emails/passwords etc in it you redact.

log show --last 30m --style syslog --predicate '(process CONTAINS[c] "Norton") OR (process CONTAINS[c] "Symantec") OR (subsystem CONTAINS[c] "com.apple.networkextension")' | tail -n 300

Re: EE VPN

Jacob_ — Tue, 03 Feb 2026 18:42:20 GMT

You can also try this approach, quit norton completely, uninstall it, reboot.
After reboot open terminal (CMD and space, search terminal) or under Applications -> utilities -> terminal

Just a warning, using terminal is more of an advanced way of accessing your system, so be very careful about what you type in.

sudo profiles -P

Look for anything that contains norton, symanetec , vpn etc.

if you do, you can remove it by using

sudo profiles -R -p profile_identifier

Then we need to see if the extensions are remaining, there was a bug in back in Mac OSX 15.3 when removing an application it didn't remove the system extension, which has seemed to have re-appeared back in 26 (Tahoe).

So we need to do the following:

So we're looking for team id and bundle id for example

9PTGMPNXZ2 com.apple.system_extension.endpoint_security TEAM ID^ BUNDLE ID ^

remove it by doing (please don't remove anything that you don't know, only if it relates to norton)

sudo systemextensionsctl uninstall teamid bundleid e.g sudo systemextensionsctl uninstall EQHXZ8M8AV com.tailscale.ipn.DO-NOT-COPY

Then after that, reboot and reinstall and login with the account you linked your norton subscription with via EE. Let me know if you need more help and I'll see what I can do!

Re: EE VPN

Kielty1 — Sun, 01 Mar 2026 19:24:55 GMT

same issue here - clearly an EE/Norton subscription issue. I am signed in on EE Cyber Security but does not say anything about a VPN subscription.

Re: EE VPN

Leanne_T — Mon, 02 Mar 2026 08:59:54 GMT

Hi there @Kielty1

Thanks for coming back to the community.

If you're getting the same message and you've not already been in touch with Norton, please contact Norton support who will be able to help you with the VPN.

Leanne.

Re: EE VPN

Ducatibiker — Mon, 02 Mar 2026 14:01:10 GMT

Hi, this is what I get from Norton. I subscribe through EE so would’ve thought they hold responsiblity?

Re: EE VPN

Leanne_T — Mon, 02 Mar 2026 14:19:13 GMT

Hi there @Ducatibiker

Thanks for coming to the community.

Have you registered previously and getting an error message today? Can you access the EE Cyber Security app and have an active subscription?

Leanne.

Re: EE VPN

Ducatibiker — Mon, 02 Mar 2026 15:35:08 GMT

yes on all counts... and still can't get into the VPN on the Mac. It appears an issue with EE, not Norton. It's disappointing that it hasn't been resoled on an otherwise great app.

Re: EE VPN

Leanne_T — Mon, 02 Mar 2026 18:38:03 GMT

Thanks @Ducatibiker

If you get in touch with our tech guides on 150, they can see if everything is set up correctly at our end and let you know what is needed to get this investigated.

Leanne.