Stephan

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13 Discussions started
338 Comments posted
274 Points earned
40 Solutions given

Stephan

About

Username
Stephan
Joined
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1
Last Active
Roles
PartnersAndResellers, FSEmployee
Points
274
Posts
351

Comments

  • Good point, will forward your feedback. Thanks again!
  • @Hönö wrote: You say "business hours" but you do not (and the page you refer to does not) state which country's business hours the service honors. Please clarify. Hi Hönö,   Apologies, should have been more specific. I was referring to local…
  • Hi MaXimus666, I'm terribly sorry you feel we do not have any customer service. We feel that customer service is very important and are always working on bringing you the best experience possible. We received your request on Thursday the 20th. As…
  • Hi Daddybear,   Sorry to hear about your experience. I can assure you, it is not a widespread problem. The majority of Virgin users were able to sign up and are using F-Secure SAFE without problems.   You're right, we offer a 30 day free trial …
  • Hi AllC,   Thanks for the link to the review. Quite frankly, the review you linked is not only inaccurate - it also includes very little information to act upon. I personally expect a review to test/review the product from a neutral, objective p…
  • Hi csjDK,   I'm terribly sorry you feel this way about our community and support offerings.   Our community is active and we have great power users here, sharing their knowledge and experience and add a ton of value for all users and ourselves t…
  • Hello bilard,   Thank you for your feedback. I'm sorry we're responding to your post this late and thank you Simon for assisting.   We will add Serbia to the webform in the future, but I can't give you a date when it will be there.   From a s…
    in County issue Comment by Stephan May 2014
  • Hi Stephen,   Quick search on that phone number reveals that there have been numerous complains with a similar experience. It is not associated to F-Secure in any way.   Those PUP detections are potentially unwanted programs - not malware, troj…
  • Hello Stephen,   I understand your frustration.   I can not imagine our techs driving such scams. Considering we don't have tech support in California and no Meike in the team. I believe, it was another company/phone number involved here.   H…
  • Hello Mickmac,   Sorry to hear about your experience. Sounds quite frustrating.   If you have given us permission to send promotional messages, we usually send you a reminder just before your subscription (or trial version) is about to expire. …
  • Hello,   I'm not sure what emails you are getting exactly, but I know our email setup.   We're sending "renewal/purchase reminders" only shortly before expiration and to customers who took a trial. Virgin Media customers should not get any such…
  • Hello Steve,   It sounds like a scam. Our techs will never ask you for any payment in order to "clean" your computer via remote session. I've sadly heard of a few of those scams going around. Our tech support is not based in California either…
  • Hi,   Just came across this post. Search is available - as part of our latest Internet Security and Anti-Virus versions (PC). But you can, of course, use it independently as well.   Cheers, Stephan
  • Hello!   Seems Blackcat found a photo of me before my first coffee in the morning :)   Smithers: No need to worry, there are no evil forces in play :)   This is just a random internal ID for this service. Best regards, Stephan
  • Hello nfmueller,   Apologies. When you posted your message, I quickly checked an Android test device, entered the purchase flow and did not receive an error. That's why I asked for those details. We did however find the problem and are currentl…
  • Hello Nfmueller,   Was trying to reproduce, was able to go to the purchase without errors. Did you get the error before or after entering your payment details?   Could you please check if your phones date and time settings are correct?   Bes…
  • Good morning Mola,   I'm not entirely sure why you are prompted for a subscription key. There are some possible reasons for that, however you should not have run into any of those scenarios.   I'm with NikK and Simon here, the best cause of acti…
  • Hi Raoul,   I moved your post to the correct board.   You signed up for SAFE? When signing up, you left an email address, which is your login, and a password. If you can't recall the password used, click forgotten password.   Best regards, St…
  • Hello Mola,   Hope this response is rapid enough :) We're sorry you're having problems getting in touch with our customer care team. I can assure you, this is not the normal situation. We're currently very busy, due to the holiday season.   Co…
  • Hello,   We've fixed the text now. Sorry again for any confusion this has caused!   Cheers, Stephan
  • I believe the JS engine is incompatible. However, not being a developer and not having the very deep technical insight into the internals producing this error message, don't take that statement as a given.
  • Hi Simon,   OK, now I know where exactly it comes from, thanks! I believe the message was meant for actual connectivity issues but your specific browser seems to trigger it.   Will forward the feedback on error messaging.   Cheers, Stephan  
  • Hello Jonathon,   I'm terribly sorry to hear about your experience.   I'd like to investigate your and your daughters tech support experience.   Did you contact Virgin Media or us (F-Secure)? Could you please let me know which email addresses…
  • Good Morning, Thank you both for your feedback.   SeaMonkey is indeed a browser we haven't tested (and can't support).   Chrome works, that has been verified.   Can you confirm the error message appears in the iframe? (Tokens/Installation se…
  • Hello NikK,   License management in SAFE is a little bit different. You don't have license keys anymore.   You do all the license/device management in your MySafe portal. If you want to install a computer, you just click install in the portal…
  • Hello! Thanks for reporting this. It is just an error in the "read more" text - we'll fix that asap.   The "read more" mentions 2013 but you always get the latest version when clicking download, currently that is Internet Security 2014 Release 2.…
  • Hi,   For SAFE, there is no need to enter any subscription key. It's all handled by the portal.   Could you please log into your MySafe portal? It will tell you your expiry date. Below that is a list of installed devices. If your device is no…