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Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 528
Experience:  Computer Software Support specialist for more that 10 years
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I have just purchased a new PC and the salesperson sold me 2

Customer Question

I have just purchased a new PC and the salesperson sold me 2 Norton Premium security packs, one for 12 months and one for 24 but they didnt make it clear I needed to put one on then when it was about to expire, put the other on. I put them both on and now it says I'm only protected for 12 months. If I give the codes to you can you protect me for 3 years?
JA: What kind of computer do you have?
Customer: DELL Inspiron 13
JA: Have you installed any updates recently?
Customer: Just those 2 Norton Security Premium packs mentioned above
JA: Anything else you want the software expert to know before I connect you?
Customer: no
Submitted: 1 month ago.
Category: Software
Expert:  Michelle replied 1 month ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Expert:  Michelle replied 1 month ago.

I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.

Where did you purchase Norton from online or from a store.

Customer: replied 1 month ago.
A store, JB Hifi in Camberwell
Customer: replied 1 month ago.
Michelle are you still with me?
Customer: replied 1 month ago.
Michelle where have you gone?
Expert:  Michelle replied 1 month ago.

yes i am there.

Expert:  Michelle replied 1 month ago.

whats printed on both the disks i need to know the years

Customer: replied 1 month ago.
Do you have any advice for me?
Expert:  Michelle replied 1 month ago.

whats printed on both the disks i need to know the years

Customer: replied 1 month ago.
Do you want the product keys?
Expert:  Michelle replied 1 month ago.

No i dont need the product key i would need to the info do you see anything which says year 2016 and the other disk 2017 on it.

Customer: replied 1 month ago.
There are no dates on these packages or discs.The only dates I can see is small print on each disc that says copyright 2015
Otherwise the only difference is one pack says 2 year subscription and the other says 1 year subscription
Expert:  Michelle replied 1 month ago.

then it fine its a 24 months Norton you have.

Follow these steps:

Uninstall the installed Norton from the computer and reboot it.

Once rebooted let me know we will install the first disk and then will need to create a Norton account online where we can see the year of subscription.