BT NetProtect Plus no option to install

I'm trying to get BT NetProtect Plus on my PC. I'm a customer with unlimited usage. However when I go to install it there is no option to download as it say 'Sorry you need to be a customer' then a note to say that I should check my broadband order!
I'm logged in on the main account but apparently I'm still not a customer?
Please can you resolve asap.
Thanks.

pandd wrote:
Are you going to this page to install http://www.productsandservices.bt.com/consumerProducts
Please explain "Microsoft Security Essentials" and why I can't get BT NetProtect Plus even as a BT customer.
If you are logging into bt.com and it still says you are not a broadband customer, then if you are a new customer, your account may not have been set up yet.
Have you contacted BT Broadband Help, to see what they say?
If you still cannot get anywhere, they you could try Live Chat here
http://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums
Or the BT Care team forum moderators here
http://bt.custhelp.com/app/contact_email/c/4951
If you have a Windows PC, then Microsoft Security Essentials is provided free at this address
http://windows.microsoft.com/en-GB/windows/products/security-essentials
You can only have one piece of anti virus software installed on your computer.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Similar Messages

Installed BT NetProtect Plus now I cannot access m...

Hi,
I thought I was doing the right thing by installing BT NetProtect plus on my Windows XP Pro PC however ever since I have had issues. I can no longer browse my home network to access shared files - when I double-click my workgroup I get an error of 'MSHOME is not accessible, you may not have permission to use this network resource'. I did not get this prior to the installation. I tried initially just disabling the firewall - at least this allowed other PCs to browse the shares on my PC but it did not help on my PC.
I have now uninstalled NetProtect Plus but this has not resolved the issue. It would seem that the software has changed some setting but not reset it when removed.
I do have File and Printer sharing enabled on my PC
I have enabled WINS
I do have the Computer Browser Service running
All of these were suggestions on the Internet. Still no luck.
Please any other suggestions would be most welcome as I need to be able to access the network for my work.

Some things that might be worth checking.
The account/share password if any is still correct.
The Log On credentials for the appropriate System Services are still correct (cross check any details using your other PCs )
The User/Admin Account you are using still has the proper credentials & access rights, particularly to the folders you have shared.
"I have this awful feeling someone is watching every move I make (one of my pet hates is router location tagging)." Marvin (A paranoid Android)

Installed BT NetProtect Plus on a PC Being Upgrade...

I have a PC running one of my BT NetProtect Plus licences. The PC is currently running Windows XP Pro SP3, but in the near future it's going to get wiped and replaced with Windows 7 Ultimate. The hardware is all staying the same just the Windows version is changing. Question is will it use the same licence as now or will it take another one? Can you subsequently release unused licences?
Chris.

Hi ChristopherPovey and welcome
Hmm, not too sure about this...
but
I doubt it will be able to use the same licence... (or we'd be able to copy the licence to multiple PC's)
And I'd say it's best to uninstall it anyway, before the upgrade, to avoid any issues...
Regarding the unused licence, we can install 7 seperate installs on 7 different PC's, each with a seperate licence.
(unless you've already used up all 7).
If you need advice on uninstalling, let me know
-+-No longer a forum member-+-

Problem installing NetProtect Plus

Yesterday I upgraded to Windows 7 from XP on a desktop computer that previously had NetProtect running. After a clean install of the OS I tried to install NetProtect Plus via the "download BT Software" link. I created and logged in to a McAfee account, but when I ran the installer I got the message:
"We're sorry, but there are no programs that you can install from this McAfee account. Please log in with another McAfee account, and try installing again."
Net Protect is still running and updating OK on my netbook which is also running Windows 7, but this was installed before the requirement to register an account with McAfee.
Paul

I have successfully installed BT NetProtect Plus on two Packard Bell computers but when I try the method using a Dell Inspiron running XP the installation stops and informs me:
"McAffe Integrated Security Platform Installer has stopped working"
The details of which are:
Problem Event Name: APPCRASH
Application Name: Install.exe_McAfee Integrated Security Platform Installer
Application Version: 4.5.188.0
Application Timestamp: 4bc8ff5c
Fault Module Name: kernel32.dll
Fault Module Version: 6.0.6001.18215
Fault Module Timestamp: 49953395
Exception Code: c000008c
Exception Offset: 000442eb
OS Version: 6.0.6001.2.1.0.768.2
Locale ID: 2057
Additional Information 1: 1a0c
Additional Information 2: ffa867517e4ef748d61356445c1cd7b8
Additional Information 3: c8be
Additional Information 4: 0521364882d3a5ae8bc8d4ec805303dd
Read our privacy statement:
http://go.microsoft.com/fwlink/?linkid=50163&clcid=0x0409
Need I disable any of the other PC protection software?
Any ideas how I can get the installer to work?

Can't install BT NetProtect Plus on Windows 7 Prof...

I can't install BT NetProtect Plus on Windows 7 Professional 64 bit with IE9 after my 12 month free McAfee package exspired. It seems to have uninstalled the free version by stops after I press the "I agree" button in response the licensing question. All that's shown on blank window arethe BTY and McAfee logos Have tried the following: - uninstalling Firefox (including No Script add in) - restoring system to a time before the free McAfee exspired - checked Scripting of Java Applets ins enabled - pop up blocker is disabled - pressed Compatibilty Button on address bar When trying to submit feedback to a FAQ I noticed a "Javascript&colon;void(0)" error and couldn't submit it.Likewise, when I tried to spel lcheck the first version of this post, I lost it all with an error. I've exhausted my own attempts and would appreciate some advise on what to try next.

I solved the problem by installing an alternative security software product, uninstalling IE9 and going back to IE8. For some reason javascript wasn't working in IE9 despite being enabled in the security settings.
Uninstalling the free version of McAfee seemed to have screwed up javascript in IE9 which then prevented BT Netprotect from installing.

BT NetProtect Plus install fail.

Hello All,
I have been unable to get past DMSetup.exe in the setup routine. The Download Cannot Continue error message appears after running DMSetup. The PC originally had Avira Anti Virus installed but this was uninstalled prior to attempting to install Bt etc. I have had 6 failed installations on this PC this evening. The system has had the McAfee removal program run 3 times, registry cleaned and polished, system cleaned with Advanced System Care.
The package was installed on another PC of mine and is up and running without any dramas. I have the Panda Anti Virus running on my problem PC. Any help, thoughts or workrounds appreciated, if more info is required please ask for it.
I am now off to go up the wooden hill to blanket fair. I will check for comments on Friday afternoon or I may just hide under the duvet for a long time.
regards Phil
Solved!
Go to Solution.

Many thanks for the reply. I have run Advanced System Care, CCleeaner and McAfee cleaner. The last one to get rid of the incomplete installs, if any. I have the security and other settings for IE8 (Yahoo version) at default settings. I have tried installing with anti virus removed and Windows firewall disabled.
Current security programs running are, Windows Defender, Windows firewall and Avast Antivirus (free version). It is probably me being pig headed and wanting to have something paid for up and running. I have BT NetProtect Plus up and running on the 2 secondary PCs in the house.
System is a HP Pavilion A6632uk with Vista Premium fully updated. The only change from stock is a Radeon HD 4650 (GV-R4650-1G1) graphics card. It replaced the original graphic card which was well and truly banjaxed, yes I got the card replaced under warranty. That came with a faulty cooling fan assembly so I put the Radeon card back in. I have EMCO and Malwarebytes freeware programs installed which are scan on demand so should not be seen during installation by BT Netprotect Plus.
regards Phil

Downloading & installing Netprotect Plus

Hi. Anyone out there able to help me download netprotectplus?
I transferred back to Bt in March and have been trying every few days since then to download netprotect plus.
So, I go to Internet explorer. Type in WWW.BT.com/netprotectplus/download. Then I'm asked for username and password - duly provided. Then I'm told BT option 1 cust blah blah blah please upgrade. That's when the fun starts...............................
I call BT and 'm led to believe that there's a problem with the order and that the team will mark it as closed and raise a new order etc. I should try again in 48 hrs. So I do and the same happens. Every 3 days I'm spending 2 and a half hrs trying to get this resolved.
Is it worth persevering or should I cut my losses and subscribe to a different security package.

Hi YipYap,
Hmm must be a problem with your account set up. I'll get this sorted out for you.
Could you drop me in an email please with your BT account and telephone number along with a link back to this thread.
Just send using the contact us form in my profile under the 'about me' section.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

BT NetProtect Plus Problems

Just wondering if anyone has had problems with bt netprotect plus and found any solutions. I was a customer of McAfee for some years, I upgraded to BT Broadband Option 2 with bt netprotect plus provided by McAfee included, my original McAfee software was about to expire and I had followed the link to bt netprotect plus which appeared to download and install, during installation messages appeared telling me old files were being removed and updated, however, on the day my old McAfee expired a message appeared requesting payment to extend subscription, I contacted McAfee to inform them I was now with bt netprotect plus, I sign in under a different password to bt netprotect, however, it always defaults to my old account which is now expired with no software available, I contacted bt customer help, I was transferred to bt technical help who remotely took over 2 desktop computers in my home both have Window 7, the technician informed me bt netprotect plus was incompatible with windows 7, I did question so why are you installing software onto my computer which is incompatible, following the remote installation of bt netprotect plus, I tried to restart both computers to find I was unable to boot up both, the internal fans are running fast and loud, the DVD RW & DVD ROM drive light up, then that's it, the hardrive indicator light remain on, there is no signal to the pc monitor or any other devices (keyboard or mouse) I contacted bt for help, well they can't help me as I have nothing on my screen, I ask for help again today, it can't be the software, we're really sorry but can't offer any help, it is frustrating to have so much conflicting advice, customer service were helpful and understanding and gave me a number to contact bt technical help with the advice of asking for a supervisor, however, they are unable to offer any explanation as to why following remote access to my computers, and changing the system settings, I now have 2 computers that are now useless, the parting advice was to go to computer shop to have them repaired at my expense, the only computer working is my laptop, which was the first pc I was able to download bt netprotect plus to and is working okay, but I'm fearful that it will die to and I'll be left in the dark. I would be grateful if any other bt customers have had similar problems and found any solutions, I can't afford to right off hundreds of pounds worth of equipment, I wished I had never changed to option 2 and kept things as they were, I have never had any problems with BT, McAfee or my desktops prior to this incident. Thanks

Hi Stuart,
Thanks for the e-mail. I am really sorry for the problems that you have had, quite a frustrating issue I fully appreciate.
I can see that there is an open complaint on your account in which a team is actively dealing with this case. As far as I can see the last note on the complaint is that you have agreed to bring the PC in question to a Vendor to have it checked. Is that correct?
I really don't think that this issue could have been caused by the action of the advisor who took remote access control of your PC. The actions the advisor took where all at software level but the problems that you describe indicate that the power was off on the PC and monitor when you returned. I am not aware of any changes anyone could make via your operating system that would cause you to lose power to the PC components.
As I say there is a team already dealing with this issue so there is not much we can do in the mean time as too many departments dealing with this could prove very confusing. I would however be very interested to learn of the outcome of this case.. If there is anything else that I can help you with please drop me a reply.
REPLY
Thank you for your reply, both desktop PC's had power, but were unable to boot up with no signals to peripheral devices (monitor, keyboard, mouse) if the problem was purely software, I can't understand why BT technical help did not ask the customer to download from McAfee site software removal tool before attempting to install BT NetProtect Plus, especially if the customer had been a previous customer of McAfee, maybe wise after the event, on the day the technician took control of my desktops, it was evident that system files were being accessed and deleted and following this both computers failed to restart as unable to boot up. I asked a local computer technician to look at both PC's and one is now up and running again with BT NetProtect Plus installed and working, the other desktop continues to fail to boot up, however, the technician accessed the hardrive to allow me to rescue files.
I have again spoke with BT technical help, I could accept if only one PC failed to boot, but both following intervention from BT technical help remote access is more than just coincidence, but I now understand, BT accepts no responsibility nor offers any solution, compensation for the loss of hundreds of pounds worth of equipment, a warning should be issued to customers that intervention made by BT technical help remote access may result in loss of functioning PC. The only advice available from BT is to continue presenting the non functioning destop to to a PC vendor for repair at my cost, like I said in previous e-mails I would rather replace the desktop as continual repair costs would exceed the cost of a replacement desktop and would resolve the problem at my cost and prevent any further frustration dealing with BT, happy to close the complaint now as unresolved.

BT Netprotect PLus - Renew Licence Issue

Quod Core PC with Vista s/p2 64bit
BT BB with option 3
I have enjoyed BT Netprotect Plus for sometime and every now and again I get a stupid licence renew issue occur as do others. Well it has happened again but this time I have been unable to fix it. According to Microsoft's Windows Security Alert I have no McAfee Firewall or Antivirus installed or initiated. I can't even switch over to MS's firewall.
According to the BT BB FAQ's it is just a simple matter of right clicking on the "M" icon and selecting the renew licence. Except in my case the icon disappears after the desk top appears on boot up. The desktop icon fails to work as well and I've run short cut fixes and even selected the program from the list of programs all to no avail as the program fails to boot.
I have even tried to uninstall and reinstall BT Netprotect Plus but every time I do this I lose access to the internet. A yellow triangle appears stating "Local Access" only. To regain internet access again I have to invoke a restore going back 5 days.
When I boot up McAfee Security Plus it appears in red and tells me my PC is at risk and when I run the "fix" button it takes me to their pay and download web site which is rich considering I pay for these services in BB option 3.
I have looked up BT's FAQ page and have seen similar experiences and it is recommended to download McAfee's Virtual Technition which I have done and run a scan. No feedback received that there is a problem or indeed whether it was fixed and there is no change to my PC as I still can't renew the licence. Just to make this a little more annoying and weird I have two other PC's connected to my LAN. A laptop running windows 7 and an ancient beast running XP. Both have access to the internet and and there are no issues with updating BT Netprotect antivirus s/w. I have even used my laptop to invoke licence renewal on that PC thinking that would satisfy McAfee but I still can't fix the problem on my Vista PC. Please help. Incidentally I think it is bad customer service not to warn customer's of a licence renewal. It was bad enough when BT supplied Symantec A/V products. I'm on my Vista PC every day and auto updates for McAfee are set up. Look forward to the answer on this one. Please don't tell me to re-install Netprotect again. Regards Dave

Hi GHFM,
Have you tried this yet?
https://kc.mcafee.com/corporate/index?page=content&id=KB53512
Cheers,
Chris.
BT Mod Team.
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BT NetProtect Plus - Does it have an integrated Sp...

I've just been connected to Infinity and installed BT NetProtect Plus, uninstalling the McAfee package supplied by my previous ISP. My previous package included a spam filter option, which integrated with Outlook 2007, but, as far as I can tell, NetProtect Plus hasn't installed anything; is this something that isn't included in it? I've used McAfee's clean-up program to remove all traces of previous installs and then did a fresh install, I've also been through McAfee's support page and tried all their solutions to bring up the spam toolbar with no luck. The thing that makes me think it's not included is that one of the solutions involves a command line, but the folder referred to doesn't exist in the McAfee directory on my PC.

It's not so much about spam filtering, per se, more that it can pick up any attachments that might contain viruses on any spam that does get through everything else. Whilst I'm highly unlikely to open any such attachments, it's good to have something that kills them before you could get anywhere near looking at an e-mail to determine if it's genuine.

BT Netprotect Plus/McAfee not turned on, cannot st...

Hi guys,
On my wife's laptop (windows7) i get a toolbar flag with a cross through it which, when clicked, comes up with a window that says "McAfee Anti-Virus and Anti-Spyware reports that it is turned off". If you follow the options to "turn on now" it asks you to "trust" the publisher. If i do that it appears to do nothing.
So i tried clicking the the McAfee shield on the bottom right and nothing happens (no response).
So i tried to go into BT NetProtect Plus via Start, All Programs etc. and when i do all i get is a blank white box (no other response. Only way out is to close the program.
Same blank white box when i try to "Uninstall or change a program" for BT Netprotect Plus.
Any ideas anyone?
Jeff

Insomnia struck, so here goes.
@AQ
Only problem I had with MSE was getting a scheduled scan to run, though it wasn't really a problem as it lets you know soon enough if you need an on demand scan, provided you show the icon in system tray. I won't bother with the details, but it had to do with how MSE operates with Task Scheduler. Anyway it was solved through Windows 7 Forum. For what it's worth here's how I got it to run reliably:
Set a quick scan to run to run daily at a time when you are most likely to be using the computer. Uncheck the two boxes for latest definitions (MSE checks every day anyway) and to run when not in use. Leave CPU at default of 50%.
This captures a scan every couple of days at least, completely unnoticed as it takes literally a couple of minutes and has a very light touch. I only know it ran by checking the program. A full scan is very thorough and takes a couple of hours; worth running now and then when the computer has nothing better to do. As belt and braces, I also use Malwarebytes Anti-Malware on demand occasionally; it too is very quick.
MSE doesn't come with a firewall but you just need to turn on the Windows one. MSE also disables Windows Defender, a bonus as you get way fewer Windows updates.
@DS
I also liked Site Adviser but it was never happy with Chrome, my default, so I opted for WOT. They do work differently; who knows which is better?
I use IE occasionally due to Chrome not going too well with a particular website. I did have Site Adviser with it, but it went with the rest of McAfee when I installed MSE, and I replaced it with WOT just for consistency. I'd be surprised if there was a problem running SA with MSE. Google didn't bring up much; no suggestion of incompatibility but some consensus that MSE was OK on its own and SA is cr@p! So yer pays yer money and takes yer choice I guess.
MSE is very slim but does offer a bunch of options.
@All
I've said before that McAfee was not too bothersome on my laptop, but it strangled the netbook. I was so pleased with MSE on the netbook that I also ditched McAfee from the laptop when it delivered the icon problem reported here some weeks ago, even though I still had a year's subscription left. Good decision.
You can click the white star next to this message if you think it was helpful.

Netprotect plus suddenly removed

Hi, excuse me if this is not the correct place to make this post. I am an option 2 customer and have been for quite some time. I used my computer this morning with no problems, however when I logged on this afternoon I got a message that my netprotect product was out of date and needed updating. I googled the problem and was directed to a BT help page. I followed the instructions to uninstall and then re-install. When I attempted to re-install the only option available to me was to purchase it for £3.49. I have been passed from helpdesk to helpdesk for over 3 hours with no success.
The last person I spoke to sent me a link to download the product 'free' for a month to give me some protection. This link fails everytime I atempt to instal it. Has anybody any ideas about what is happening as I am getting nowhere with it.

BT Netprotect /McAfee can cause problems on some computers and uses a lot of computer resources. My advise would be to uninstall it and install a free program such as Microsoft Security Essentials or AVG 2013 free or Avast free.
If you do want to uninstall BT Netprotect follow this link
http://bt.custhelp.com/app/answers/detail/a_id/13523/~/i-don't-want-bt-netprotect-plus-anymore.-how-...
Make sure you follow the guide and after a restart run the McAfee removal tool.
If you don't want to uninstall but want to re-install carry out the uninstall as above then follow this guide
http://bt.custhelp.com/app/answers/detail/a_id/12640/~/how-do-i-get-bt-netprotect-plus%3F

Problem with McAfee NetProtect Plus

Hi i'm having problems with my McAfee NetProtect Plus thing it seems to keep turning off the Virus protection it has done it most than once in a day i have no clue what it causing it and would love some help to find out.
Thanks

ok run the removal process again then use housecall to do a full scan of your pc, after it has finished (might take several hours depending on the size of the hard drive fitted) if it finds anything clean it, and then try getting mcafee installed again, theres a chance that your registry corrupted an entry and the removal tool didnt notice it, however the trend micro housecall should notice it and fix the error,
this is an online av tool that will detect anythign odd and tell you about it, sometimes odd things can mess up your system but if you cant run the online av program after disabling the windows firewall then it would indicate that something has infected your pc or changed various settings so your unable to get av to work, now this can be something benign and possibly get fixed by booting into safe mode (reboot the pc and keep f8 held down untill the boot options screen appears) enter the admin password (default is blank password) and use system restore to roll back to a date before the problem occured.

Netprotect Plus Download issue

Can anyone from BT or other members please help?
Since November 2011 I have been trying to download and install NetProtect Plus via the BT link. Every time I click the link for "BT BB Option 2" customer it fails to download stating the NetProtect Plus is only for BT BB Customers.
I have been a BT BB customer for many years and have had Netprotect Plus previously. Only reason I am looking to download it again is because I have installed a new operating system on my machine, Windows 7.
BT support have been no help whatsoever despite many many email's and phone calls. I am totally frustrated because the Family Protection that is a big reason why I have Bt BB I cannot utilise as I cant download.
Solved!
Go to Solution.

What you guys don't want to do is use the internet without adequate protection. While you are sorting the Netprotect issue, try downloading Microsoft Security Essentials (MSE) for free and run it in conjunction with Windows firewall. Many people also recommend Malwarebytes Anti-Malware (MBAM) to run an occasional scan to supplement MSE.
Once you've had these in place for a while, like me you'll probably wonder why you relied on McAfee in the first place. If you decide to give up on it completely, you should run this clean-up tool: http://service.mcafee.com/FAQDocument.aspx?id=TS100507.
You can click the white star next to this message if you think it was helpful.

BT Netprotect Plus stuck checking for updates

Managed to get BT NetProtect Plus installed, but now it is stuck on 0% and saying checking for updates.
Does anybody have any ideas on why or how to get it to update.
I have tried other Antivirus software and they update ok.

Hi Jimw,
Thanks for the post and welcome to the forum.
You can try an manually update Netprotect. Please see this link How often is BT NetProtect Plus updated?
Let me know if this problem continues.
Cheers
Sean
BTCare Community Manager
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

BT NetProtect Plus no option to install

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