Cyber Security

[Pip-1960]

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:

1. Log in to EE
2. Go to Add-ons and Benefits
3. Find EE Cyber Security and select Manage
4. Go to the Device Security tile and hover over View Devices
5. When View Devices expands, select Manage Licences
6. 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.

[Rach_H]

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

[Pip-1960]

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.

[Leanne_T]

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. 

[Pip-1960]

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.

[Michael_D]

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

[Pip-1960]

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

[Michael_D]

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

[Pip-1960]

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.

[Michael_D]

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

Michael