Telus Online Security Upgrade Problem

[FloppyDrive]

Is it really 3 to 5 days for Subscription services support? That's what the contact form stated. 

With the discount on Telus Online Security, I ordered the "Complete" offering. I later decided to upgrade to the "Ultimate" plan and did it online. While the billing immediately updated, my account with Norton didn't. It's still showing the limits of the "Complete" offering and is asking me to activate credit services, which still appears to be active under the "Complete" limitations. When I try to reactivate the credit services, it fails. I called Norton support and they told me Telus put me on the wrong plan, and that my current plan doesn't even have credit monitoring. So now I have to wait for someone from Telus to look into this in "3 to 5" days? If I cancel entirely and signup again, it looks like I might lose the current 24 month discount.  

[TELUS_Support]

When upgrading your TELUS Online Security plan, your Norton profile should update automatically to reflect the new features and limits of the "Ultimate" plan, including credit monitoring. It sounds like there may have been a provisioning issue during the transition, and we appreciate you reaching out. Please send us a private message with your account details so we can look into this.

[FloppyDrive]

Since my Norton account wasn't fixed by Telus support, I waited for my Telus Online Security subscription to expire. When that expired, I logged into Norton and deleted my data. 

When I subscribed again, Telus gave me the exact same activation code which does not work with Norton as it was previously used. I now need a new activation code. 

[TELUS_Support · Accepted solution]

Hi @FloppyDrive - we can help with your issue if you need. Please send us a private message