Trojan from Norton anti-virus

Rufty1

Hello everyone.

To cut a long story short.....last week my pc got a very clever Trojan which stopped me accessing the internet, despite me being covered by Norton.
A call to their help people suggested I re-boot in safe mode -and that resulted in my PC closing down completely!! (before I could at least work off line). They unhelpfully suggested I took it to a shop for investigation. I asked to stop my subscription as I now didn't have a pc - but they said they don't have the facilities to do that!?! I said I wasn't claiming any sort of compensation but just didn't want to pay anymore for something I can't use. But no. Now I am angry - I went to a shop and was told it would cost more to fix than my pc is worth - and it's extremely likely that the Trojan came attached to the last Norton update!!!!! Does anyone else have experience of this virus - or with dealing with Norton (who claim they don't even have the facility to write to me!! During the discussion they said they'd send me an email....which of course I would be able to read so asked for it in writing....!)?
Thanks

closed

fix it yourself.

there are lots of trojans, post more information about what's happening now.

it's extremely unlikely that a trojan would come attached to a norton update.

earthstorm

very unlikly it come with latest norton update.

did you have the latest virus definitions updated.

I agree about the support, i stopped using them 7 years after an update issue issue and spending 3 days solid with various of their techs who just passed me around as each 1 would say they have no idea what to do, so if they had no clue how then how would this help the end user.
luckily i was not on a subscription so i just went elsewhere. At the time i was Symantec reseller, so i immediately contacted my account manager with them and told them what they could do as i was not willing to have my valued clients placed in the same boot with techs that have no idea what to do if anything goes wrong

NiftyDigits

Indeed we can talk you through how to fix the problem yourself...all you need is time. Brand name and full model number of the offending machine?

prowla

Are you running two virus checkers at the same time (ie. Norton and MSE)?

Oblivion

Running Norton 360 here on several machines ... never had a problem. Just saying.

Rufty1

Thanks for your comments. I'm in the process of buying a new machine now as I had a >4 year old Compaq that was painfully slow. But I'm not staying with Norton after this experience. My problem now is they wont cancel the subscription as there are a few months to go - they say they don't have a mechanism to do that, which must be rubbish! Any ideas?

closed

reinstall windows, it wont be slow. install avast free for av.

if the subscription is annual, it doesn't matter, just make sure it doesn't auto renew

Rufty1

It's an annual subscription but payments taken monthly, so there are still 4 to go. I can't understand why they wont stop taking the payments (they say they can't).
I was also wondering if anyone else had suddenly discovered they had a trojan after a Norton upgrade??

dannny_2

Rufty1 wrote: »

I can't understand why they wont stop taking the payments

because they probably didn't think you had a valid reason to get out your contract.

Rufty1 wrote: »

I asked to stop my subscription as I now didn't have a pc

closed

how do you know you have a trojan, and what is this trojan

a 4 year old machine isn't worthless, backup your data and factory restore it or cleanup the infection

no antivirus is foolproof

you could probably clear the problem up and speed the machine up very quickly if you posted some details.