Hi @Christopher_G
Somewhat, but on the whole not really no.
I was on the phone with Norton for about 1hr 45mins, and was on the phone with EE for about 45mins before that.
When I spoke to Norton it was pretty unhelpful. I explained the issue and the factor that I have the VPN running on my phone and it showing as unavailable on the macOs software. They then wanted to remotely view my iPhone to prove that VPN was running, so went through the process of doing that. They then wanted to remotely access my MacBook to view that, which I begrudgingly allowed and they didn't seem to do a lot. They then put me through to a supervisor (bare in mind this is 1hr 40mins after all the remote messing about), who told me that a VPN is not included in the EE Cybersecurity service. I explained that makes no sense since I am using it on my iPhone and that EE have forwarded me to Norton because of the issue - I was then told I should contact EE myself to inform them that the VPN service is not included in their product. I then contacted EE raise this again, but again didn't really get anywhere and was told the normal course of action is just to pass customers to Norton. I could easily use some expletives at this point for how frustrated I am after wasting over 2hrs of my time on this, and I'm still no further in accessing the product that I pay for.
I raised a complaint with EE to get this looked into and referenced the many people of this forum experiencing the same issue, but in all honesty I think EE need to understand their service a bit better. Either it's not included (which I could have been told in the first call and saved myself 2hrs) or it is and EE need to push back with Norton on this.
Apologies for the long winded response, this hopefully gives full context to anyone else reading and prevents anyone wasting their own time speaking to Norton.
Any suggestions on what to do next? Other than cancel the service and pay for something else?
