EE VPN

[Ducatibiker]

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?

[Alex_H]

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

[Ducatibiker]

[Ducatibiker]

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. 

[Alex_H · Accepted solution]

@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

[tomworth]

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.

[tomworth]

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?

[tomworth]

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...

[Ducatibiker]

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

[tomworth]

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.