BT NetProtect Plus Problems

Question

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

Answer 1

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.