The fourth tech had it fixed even before I talked to him and I didn't have to go through the BS. Don't let tell them tell you it can't be fixed. As soon as I did that the program reactivated and has worked fine since then. Even more amazing, he told me to log into my account and click on the product key for the utilities premium which had never stopped showing up as active on my account. Three days later a technician actually did call me. The third time I called Norton and went through the same process, again with no luck, and a promise that someone would call me. I was promised call-backs both times and that never happened. Technicians took over my computer and tried to reinstall utilities premium with no luck.
I had two chat sessions which generated two different order numbers. When I opted not to renew it I could not reactivate the utilities premium that I had been using for a couple of years. I see that a lot of subscribers have the same problem I had when I opted for the free trial of utilities ultimate.
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