In the last two days I have had to contact AVG service four times, and the problem is still unresolved. Three days ago I paid to renew my subscription to the Internet Security - I started this subscription one year ago, and had no trouble installing it on my desktop (Win7) and laptop (Win10). I did the renewal on my desktop, then the next day, using a link in the AVG confirmation email, followed the procedure to install it on the laptop. When the installation completed, I found the Start button no longer worked, and I could not access the internet: my laptop was no longer registering the wifi. I had to hard-start it, and found the situation no different. So I rang service, and after an hour and a half the technician managed to uninstall the program and get all functions on my computer back again. He said the Win10 version was perhaps too old, and this was conflicting with the updated AVG. I don't find that convincing, but was happy to get my computer back. I closed the lid, putting it into sleep mode, had dinner, then later that evening opened the lid to check emails. To my surprise, I was prompted for a password to open the laptop, which has never had a password. With no way around, and late at night, I left it until the morning, and called the technical service again. The first person was unable to help, and transferred me to someone else, who couldn't help me because I couldn't get the laptop into Safe mode. She offered to send a link by email for when I got the laptop into Safe mode again, and even suggested I might have to contact my ISP. Seriously? For some reason, after leaving the laptop off for a few hours, I was able to get the F8 key to take me through to the Safe with networking option. This meant I could access the email link and connect with a technician to remotely manage my laptop. The technician said he had to reboot it, as he couldn't work with it in Safe mode, and after that, asked me to authorise the session by clicking in the popup box. What popup box? The one on the screen, he said. There was no popup box. He then did something which generated an error message, a failure to access a particular address, and that dialogue box effectively shut both of us out of the laptop, because you could click OK all night if you wanted and the box stayed, also the dialogue box with the technician was no longer working. It is now the next day and I will have to contact them again, even though I know that the remote technical assistance doesn't seem to be working, and no one seems to really know what to do, that is, they don't know the problem. All because I paid for a product instead of sticking with the free version.
We'll see. In the end I decided not to call service again, I decided to cancel the subscription and seek repairs locally at my own expense (but at present isolating because of Covid). When I cancelled the subscription, I was offered a free VPN in lieu, ridiculous because part of the issue is I CAN'T ACCESS THE INTERNET ANYWAY. Nice when people can't be bothered reading your complaint.
Hi Span,
We understand your frustration. This is definitely not the experience we wanted you to have & we're truly sorry for the discomfort this has caused.
We've escalated your concern to our higher level of support. Once we receive an update from them, we'll write back to you over this post.
Meanwhile, your patience is very much appreciated.
Thank you for understanding in advance!
We'll see. In the end I decided not to call service again, I decided to cancel the subscription and seek repairs locally at my own expense (but at present isolating because of Covid). When I cancelled the subscription, I was offered a free VPN in lieu, ridiculous because part of the issue is I CAN'T ACCESS THE INTERNET ANYWAY. Nice when people can't be bothered reading your complaint.
Hi Span,
We understand your frustration. This is definitely not the experience we wanted you to have & we're truly sorry for the discomfort this has caused.
We've escalated your concern to our higher level of support. Once we receive an update from them, we'll write back to you over this post.
Meanwhile, your patience is very much appreciated.
Thank you for understanding in advance!