Norton 360 Security & VPN

User Experience Report

Week of April 1st, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

Unlock all insights Sign in

All Insights

TOP INSIGHTS

A weekly roundup of Norton 360 Security & VPN's key feedback

Subscription Issues

Many users report problems with the subscription model, particularly with the 'free trial' that requires upfront payment, leading to confusion and dissatisfaction. Approximately 15% of users seem affected by this issue.

I was charged for a yearly subscription despite being on a 'free trial' and couldn't get a refund.

VPN Connectivity Problems

Users frequently experience issues with the VPN, such as disconnections and inability to select countries, especially when not on Wi-Fi. This affects around 10% of users.

The VPN disconnects frequently and doesn't work on cellular data, making it unreliable.

App Functionality and Usability

The app's functionality is often compromised by bugs, such as freezing and not loading properly, which makes it difficult to use. About 20% of users have reported these issues.

The app freezes constantly, making it very difficult to use most of the time.

Customer Support Challenges

Users express frustration with the lack of effective customer support, often encountering unhelpful responses or sales pitches instead of solutions. This issue affects approximately 12% of users.

Customer service was unhelpful and only tried to sell me an upgrade instead of resolving my issue.

Nuggets

Major Highlights of the Week

Landscape Mode Issue

The app does not support landscape mode on iPads, causing inconvenience for users who prefer this orientation. This limitation affects usability and user satisfaction on larger screens.

The app won't go into landscape mode on my iPad, which is frustrating.

VPN Connectivity Problems

Users experience frequent VPN disconnections, especially when switching between Wi-Fi and cellular networks, leading to data leaks and compromised security. This undermines the core promise of secure browsing.

The VPN disconnects on cellular, leaking data and compromising security.

Subscription and Trial Confusion

The app's subscription model is misleading, with users being charged for a full year despite expecting a free trial, leading to dissatisfaction and a sense of being deceived.

I was charged for a year despite expecting a free trial, which felt like a rip-off.

Customer Support Challenges

Users find it difficult to reach effective customer support, often encountering unhelpful responses or being redirected to sales pitches instead of receiving technical assistance.

Customer service was unhelpful and just tried to sell me an upgrade.

Safe Web Connectivity Issue

The Safe Web feature inadvertently disrupts network connectivity, causing users to lose internet access until the feature is disabled, which affects the app's reliability.

Turning Safe Web on kills my network connection, making it unusable.

Misleading Malware Protection

The app is perceived as misleading in its advertising, as it does not provide malware or spyware scanning on iOS devices, contrary to user expectations based on promotional materials.

The app doesn't scan for malware on iPhones despite advertising it can.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Landscape Mode Issue

The app does not support landscape mode on iPads, causing inconvenience for users who prefer this orientation. This limitation affects usability and user satisfaction on larger screens.

VPN Connectivity Problems

Subscription and Trial Confusion

The app's subscription model is misleading, with users being charged for a full year despite expecting a free trial, leading to dissatisfaction and a sense of being deceived.

Customer Support Challenges

Users find it difficult to reach effective customer support, often encountering unhelpful responses or being redirected to sales pitches instead of receiving technical assistance.

Safe Web Connectivity Issue

The Safe Web feature inadvertently disrupts network connectivity, causing users to lose internet access until the feature is disabled, which affects the app's reliability.

Misleading Malware Protection

The app is perceived as misleading in its advertising, as it does not provide malware or spyware scanning on iOS devices, contrary to user expectations based on promotional materials.

Quotes of the week

Hear from some of the most impactful users to drive changes

I’ve been having issues with Norton 360 premium, I always get Warnings notifications that my My Remote Access has been disabled! I’ve always have it on, but every other day it disables itself? Don’t think so. Even when I go to my account online Norton’s Dashboard shows a Warning that my devices are at risk! When I choose the Fix it option, It hangs and ultimately it gives me a message that it cannot be fixed! This has been going on for almost 1/2 a year. Dear Norton please help!

q13pr

Week of April 1st, 2025

I decided to try Norton 360 mobile on the 'free trial'. The app asks you to pay for a year to start your free trial. So I did, I paid for the year. I then reviewed the app and thought it’s pretty not much help for me. So within just minutes of paying for the year, I decided to cancel out of the subscription while supposedly still on the 'free trial'. THERE WAS NO FREE TRIAL!! I was charged the yearly fee and there is no free trial to cancel. I can only unsubscribe so I won’t be charged automatically for the following year. What a rip off. I will never deal with anything Norton again.

Luis5252

Week of April 1st, 2025

Ever since I got Norton on my iPhone it blocked photos on my emails. I had to turn off the VPN for it to show up. This never happened on Surfshark. Now, it doesn’t block ads on safari google or bing. Doesn’t matter. It used to block it but it doesn’t now. I feel like I totally wasted my money and need to get a refund. I might as well go back to using Surfshark.

Leia108

Week of April 1st, 2025

Start your 14-day free trial today.

Chat to sales

Get started

The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

User Experience Report

Norton 360 Security & VPN

Top Insights This Week

Subscription Issues

VPN Connectivity Problems

App Functionality and Usability

Customer Support Challenges

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts