How do I migrate from BT Virus protect to EE Cyber Security

[BassSinger]

Recently changed from BT to EE.

I have a Full Works package which includes EE Cyber security.  It says I have no devices protected, but I had installed BT Virus protect on all my devices. 5 in total.

This raises two questions:-

1   Is my BT Virus protect still active and kept up to date?

2  How do I change over to EE Cyber security, do I have to uninstall BT and reinstall EE?

I cannot find this information on the EE pages, given that this was a forced change, you would think there would be some information available.

[Lesley_W]

Hi @BassSinger 

Welcome to our community.

I hope you are otherwise enjoying your new broadband. 

I am not able to access your account to check if it is still active but if your BT account is fully closed, it's likely the protection would have stopped unless you have continued paying it separately. Are you able to log into your BT account and see if anything is still active?

Lesley

[BassSinger]

I have logged in to my BT Account, it still exists, there is a credit due to me.  When I look at My Products oit would seem none are registered to my account

Broadband and Landline both have option to ADD. so it would seem there are no products on my BT account.

If I go to My Norton, It asks for my BT login and password, once I log in and I can see my devices.

but my EE page says I have 0 devices protected.

[Lesley_W]

Thanks for checking that @BassSinger 

Have you tried setting the EE one up fully? 

Lesley

[BassSinger]

Using desktop,

When I click on Setup Cyber Security it asks for EE Mobile number, My mobile is not with EE.

[BassSinger]

[Lesley_W]

Have you tried your mobile number in it @BassSinger, is that when you get that error?

Lesley

[robh661]

What you need to do is remove the BT version of Norton, and then reinstall the EE version of Norton. 
Thrn you should be able to set up the cyber security. And start protecting your devices again. 

[BassSinger]

@Lesley_W 

It asks for EE number, don't have EE mobile

If I put my number in, (registered on my EE account as my contact number) it says must be EE,

I have installed the EE Cyber Security on my main mobile (not EE) and that seems fine.

I tried using that to add my Laptop, it only offers me a QR code  (I don't have QR reader on laptop), but I cannot see how to send an email link.

[Lesley_W]

How are you getting to the page where it's asking for your mobile number @BassSinger?

Is it on a text you received or in your online account when you go to activate the cyber security?

Lesley