Plusnet Protect
Quote from: Bob Afternoon folks.
Transpires that after looking into this further, Mcafee are struggling to identify exactly where the problem lies
If you're affected by this problem (Mcafee saying you're unprotected and need to renew), then please add a comment to this thread. It would be interesting to know what happens when you click the 'renew' hyperlink. For those brave enough, it would also be helpful to know what happens when you uninstall the program, download it again from here and reinstall?
Edit: to those that have tried to reinstall (namely @geofftswin and stallan), exactly what steps did you take when doing this?
Hi Bob,
I didn't click any RENEW links. I uninstalled , rebooted and tried to re-install which then failed as per the screen shot in my post. Decided to go back to AVG 2011.
Guys, I'm sorry for the continued problems but rest assured we're taking it seriously.
We've thousands using the service so these issues have the potential to affect a lot of people. For those that don't know, we have acknowledged the existence of a problem over on our Service Status feed.
Sorry about that. I'll have a word with the advisor in question. We were originally informed by McAfee that they had identified a problem, but despite this being addressed the issues have persisted
If you're talking about this failure, then I've been able to replicate that when trying a fresh install on my own account. Thought it was because I was using an x64 variant of Windows to begin with but it's clear others are having similar problems where it's been installed prior without any problems.
We're looking at a number of issues:
Renewal problems (ref: 64480)
This is where customers are presented with this notice advising that they need to renew their subscription.
Orders not being sent (ref: 63927/63955)
This is what I think is contributing to the problems CharlieSmirke's having.
Incorrect content surrounding charging
This is basically a yellow notification Window in the Member Centre that says the service costs £2 when you log in with an account that offers it for free. We've seen a few reports of this so are going to fix it as part of this investigation.
Errors installing
When trying to install/reinstall the software you're presented with this error message.
We're in contact with Mcafee to try and work out where some of these processes are breaking down. As soon as I know more, I'll come back to you. There's no ETA for resolution at the moment I'm afraid.
If you can't wait for a fix and are looking for free alternatives then Avira Antivir Personal comes recommended by me.
We've thousands using the service so these issues have the potential to affect a lot of people. For those that don't know, we have acknowledged the existence of a problem over on our Service Status feed.
Quote from: Atman Dear Mr ,
Thank you for your query.
We have become aware of a problem with our Plusnet Protect software incorrectly asking for a renewal.
We have reported this issue to our suppliers and they have assured us it was due to be fixed by 18/11/2010. In the mean time we would like to reassure all customers who have this issue that the software is fully working and their systems are protected. You can safely ignore any message asking for a renewal.
We apologise for any inconvenience caused by this issue and will provide an update as soon as any more information is available.
Kind regards,
[removed]
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This arrived this morning!
Sorry about that. I'll have a word with the advisor in question. We were originally informed by McAfee that they had identified a problem, but despite this being addressed the issues have persisted
Quote from: stallan Hi Bob,
I didn't click any RENEW links. I uninstalled , rebooted and tried to re-install which then failed as per the screen shot in my post. Decided to go back to AVG 2011.
If you're talking about this failure, then I've been able to replicate that when trying a fresh install on my own account. Thought it was because I was using an x64 variant of Windows to begin with but it's clear others are having similar problems where it's been installed prior without any problems.
We're looking at a number of issues:
Renewal problems (ref: 64480)
This is where customers are presented with this notice advising that they need to renew their subscription.
Orders not being sent (ref: 63927/63955)
This is what I think is contributing to the problems CharlieSmirke's having.
Incorrect content surrounding charging
This is basically a yellow notification Window in the Member Centre that says the service costs £2 when you log in with an account that offers it for free. We've seen a few reports of this so are going to fix it as part of this investigation.
Errors installing
When trying to install/reinstall the software you're presented with this error message.
We're in contact with Mcafee to try and work out where some of these processes are breaking down. As soon as I know more, I'll come back to you. There's no ETA for resolution at the moment I'm afraid.
Quote from: Atman I agree with all your comments but I reckon I might try a free trial of something else.
If you can't wait for a fix and are looking for free alternatives then Avira Antivir Personal comes recommended by me.
Isn't there a built in feature of the standard Plusnet router for protection, rather than software?
There is a round black button on the back of the Thomson router that when pressed the lights should fade away thus providing full protection from viruses, trojans, hackers etc. from the Internet, the computer / laptop will be 100% safe! I believe it also acts as a 'power saver' mode, you won't use as much electricity whilst it is in protection mode. It is also a known fact, that whilst the router is in this state, you will not occur any bandwidth usage either.
There is a small compromise whilst using this feature, you can only use the Internet in 'offline' mode.
There is a round black button on the back of the Thomson router that when pressed the lights should fade away thus providing full protection from viruses, trojans, hackers etc. from the Internet, the computer / laptop will be 100% safe! I believe it also acts as a 'power saver' mode, you won't use as much electricity whilst it is in protection mode. It is also a known fact, that whilst the router is in this state, you will not occur any bandwidth usage either.
There is a small compromise whilst using this feature, you can only use the Internet in 'offline' mode.
lol @ticntac
I have given up on Mcafee, their custom service stinks
and downloaded a free trial of AVG 2011. It seems a lot better than the old AVG's (not so resource hungry)
I may even buy it after the trial as I do believe unreliable protection is worse than no protection at all. At least you know where you stand with no protection!
My message to Plusnet is that although clearly not your fault you are reliant on customer service from Mcafee that is very poor. This must be embarassing for you and brings you into disrepute. I have nothing but praise for you as an ISP and have been with you for some years.
Maybe it's time to bin Mcafee and link up with a better provider?
I have given up on Mcafee, their custom service stinks
and downloaded a free trial of AVG 2011. It seems a lot better than the old AVG's (not so resource hungry)I may even buy it after the trial as I do believe unreliable protection is worse than no protection at all. At least you know where you stand with no protection!
My message to Plusnet is that although clearly not your fault you are reliant on customer service from Mcafee that is very poor. This must be embarassing for you and brings you into disrepute. I have nothing but praise for you as an ISP and have been with you for some years.
Maybe it's time to bin Mcafee and link up with a better provider?
am glad now that didn't leave PN protect on a pc now - tried it on an old one & was unimpressed with the limited info it showed
perhaps in time it'll improve ... mcafee has been a pain to me before, sad to read here that it's still a pain
that old pc is now running with freebie comodo av & firewall -- all is well -- and I can see what's going on far better
perhaps in time it'll improve ... mcafee has been a pain to me before, sad to read here that it's still a pain
that old pc is now running with freebie comodo av & firewall -- all is well -- and I can see what's going on far better
Quote from: Bob Afternoon folks.
Transpires that after looking into this further, Mcafee are struggling to identify exactly where the problem lies
If you're affected by this problem (Mcafee saying you're unprotected and need to renew), then please add a comment to this thread. It would be interesting to know what happens when you click the 'renew' hyperlink. For those brave enough, it would also be helpful to know what happens when you uninstall the program, download it again from here and reinstall?
Edit: to those that have tried to reinstall (namely @geofftswin and stallan), exactly what steps did you take when doing this?
Will try to uninstall and re-download.
Quote from: stallan
Quote from: Bob Afternoon folks.
Transpires that after looking into this further, Mcafee are struggling to identify exactly where the problem lies
If you're affected by this problem (Mcafee saying you're unprotected and need to renew), then please add a comment to this thread. It would be interesting to know what happens when you click the 'renew' hyperlink. For those brave enough, it would also be helpful to know what happens when you uninstall the program, download it again from here and reinstall?
Edit: to those that have tried to reinstall (namely @geofftswin and stallan), exactly what steps did you take when doing this?
Hi Bob,
I didn't click any RENEW links. I uninstalled , rebooted and tried to re-install which then failed as per the screen shot in my post. Decided to go back to AVG 2011.
After uninstalling as Bob suggested, it's now allowed me to download again and re-install.
