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Stephan · ‎25-11-2014

Good point, will forward your feedback. Thanks again!

Stephan · ‎24-11-2014

@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 business hours, based on your location and language. E.g. if you are located in the UK, our UK support team is available Monday to Friday 9am to 6pm GMT. If you are in the US, our team is available Monday to Friday 9am to 6pm, following your local US time zone. We also have chat services in Finnish, Swedish, German, Italian, French and Japanese, again available in the respective local business hours. Hope I was able to answer your question. Cheers, Stephan

Stephan · ‎24-11-2014

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 you know, we're replied to you Sunday. I understand that you are not satisfied with the response time to your email. Please note, that we do have a live chat support, that gives you real-time responses, something that e-mail can seldom deliver. Our chat is open on weekdays during business hours. You can check it out here. It's probably the best way to get a immediate answer. You've said, you submitted a request already on Tuesday? I was unable to find that one. Could you send me the case number via private message? Would like to follow it up and find out what went wrong there. As for your second ticket, I merged it with your original request from Thursday. I hope we can welcome you back as a valued F-Secure customer. Best regards, Stephan

Stephan · ‎15-07-2014

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 to all who are interested to try SAFE. As a Virgin customer, you can get 12 months for free. Sadly, something went wrong for you, and a few other customers too. I do have a suspicion what went wrong, and where. The good news: We can fix it :) For better understanding and the benefit of others reading this topic, let me quickly describe what's happening when you access SAFE through Virgin Media. If you don't want to hear about the background info, scroll past the italic part. Virgin offers 12 months free F-Secure SAFE to every user. To allow each user a unique registration and ensure everyone gets 12 months for free, Virgin embeds a special unique ID for every user clicking on the link to SAFE from within the Virgin account. That unique ID is what allows you to get 12 months, instead of 30 days for free. When visiting the SAFE page the first time (from within my Virgin Media), it displays a register page. Once registered, there is a understanding between both web sites. From now on only a login page is shown - as you already created a SAFE account with that unique ID. In your case I believe the unique ID might have not been that unique or has been falsely identified by either system as being already registered. To solve this, from a technical point of view, is to either get you a new unique ID on the Virgin site, or do some magic on our end, to make this ID unused again. Long story short, please contact us again. You can use either our chat or our webform to get in touch. Refer to this community post to make sure you don't have to explain everything over again. Note: Assuming my suspicion is correct, the solution will not be immediate, we'll have to first investigate internally where your unique ID got stuck, but we'll come back to you with a solution within a few days. I'd also like to thank you for your patience and your continuous feedback here in our community. Cheers, Stephan

Stephan · ‎15-07-2014

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 point of view. This review reads more like someone wrote down his/her anger. As you can see from our review/awards page here, our products won many awards, among them best protection 2012 (Internet Security) and 2013 (Client Security) Please also check AV-Test, an independend testing organization. Our Internet Security got 100% protection scores in January and February - the industry average being 94%, as stated by AV-Test. The mindgem review states: While other antivirus applications check for virus signatures in a file, F-Secure does the opposite and assumes a file a virus until proven otherwise. This statement is wrong. We, as most other antivirus solutions, use signature detection as well, the traditional way you describe to detect known malware - but in todays world this is simply not enough. With the amount of malware being published every single day, signature detection is simply not capable of protecting you. That is why we, and many other vendors, use more intelligent technologies to prevent your machine from getting infected. If mindgem identified problems between their software and ours, we'd be glad to help. Do you have a relation to mindgem? If yes, would be great if you/mindgem could open a support ticket with all the details of the problems you are facing - we'd be happy to investigate. Just pass me the case reference via private message, I'll follow up the case. Edit: the review states: 2. They are unable to fix their issues and demand us to pay fees in order to fix their problems. Of course that is not going to happen – all popular antivirus tools properly detect our software as SAFE to use. This statement is wrong. We do not demand any fees or other forms of payment for sample submissions to our lab. Best regards, Stephan Consumer Service Manager F-Secure

Stephan · ‎16-06-2014

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 too. Thanks @NikK , @Simon, @Blackcat , @Ukko and all the others :-) Your contribution here is amazing! They often reply before we can (do you ever sleep?). And often, there is little we can add to their answers, as they are spot-on. We are monitoring our community every day and try to respond where needed. I have to admit, we're missing posts and surely don't manage to reply everywhere, but we are working on improving our processes to improve your experience in the community. If you feel any of your questions here remain unanswered, feel free to alert a moderator to your post. In addition, we are constantly working on documentation, knowledge base content and interactive material to help you find your answer, anytime, around the clock. As to your request for phone/chat/mail support services for Freedome, Key and younited, I'll take this forward to our product managers for consideration. All the best, Stephan

Stephan · ‎16-05-2014

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 support point of view, the country is not important to us, unless you have a very local and country specific question, as you had with the checkout from our store. Sorry for any inconvenience caused. Best regards, Stephan

Stephan · ‎26-02-2014

Hello, We are currently offering all users of Anti-Virus and Internet Security 2012 and later an automatic upgrade to the latest version, Anti-Virus/Internet Security 2014 Release 2. Once you receive the upgrade message, please follow the instructions to complete the process. If you do not receive the upgrade message right away, don't worry. We'd like to ask for your patience. It might take a bit until the upgrade reaches all of you. Some users will also have an invite to participate in a survey in the upgrade message. We'd like to know what you like and dislike about our products. We're looking forward to your response. Best regards, Stephan

Stephan · ‎03-02-2014

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, trojans, viruses or similar. Therefore we do not have detections for them. Running our Internet Security will protect your computer from all malware, it will protect your browser, online banking, your search results, facebook profile, just to mention the highlights. If you need to contact us, please only use contact channels/numbers listed on our website: http://www.f-secure.com/en/web/home_global/support/contact You find our phone numbers and links to our chat support from the above link. Best regards, Stephan

Stephan · ‎03-02-2014

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. However, I'd really like to investigate this. Could you please let me know the number you have dialed? Ideally from your phones "recent calls" list. Is your subscription now OK and the expiration date correct? Best regards, Stephan

Stephan · ‎31-01-2014

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. However, if you have purchased a renewal from some other place than our own estore, we will not know that you have renewed already. In that case, you might get such an email in error and at the wrong time. Just check the client - If you have Internet Security do that by opening the Launchpad, click on F-Secure, view my subscriptions. The expiration date shown there is correct. When you receive promotional messages from us, you can always hit the unsubscribe link at the bottom of the message. If you like, you can also contact us as NikK suggested. Let us know your email address and the correct expiration date. We can make sure you receive the emails at the correct time. Best regards, Stephan

Stephan · ‎31-01-2014

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 emails from us, as your subscriptions are valid for quite a while. However, I see 2 possible sources for such emails: 1. I know Virgin is/has been sending emails to former Virgin Media Security customers, stating the Virgin Media Security is expiring and inviting you to sign up for F-Secure SAFE. 2. It might be that some of you took any of our trial versions, be it stand alone Internet Security, SAFE or others. About #1: Mistaken identity - checking the sender of the email should give clarity. About #2: In that case, mails are correct, yet understandably confusing as they refer to a Trial version you may not be using anymore. You can also just click "unsubscribe" at the bottom of the email. Best regards, Stephan

Stephan · ‎31-01-2014

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. Would you happen to remember who you have contacted? Our customer care contact information can be found here: http://www.f-secure.com/en/web/home_global/support/contact If you'd like to renew your subscription, please have a look here: http://www.f-secure.com/en/web/home_us/products Depending on your needs, check Internet Security, or our new multi device protection SAFE. SAFE allows you to protect PCs, Macs and Android devices. Best regards, Stephan

Stephan · ‎30-01-2014

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

Stephan · ‎13-01-2014

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

Stephan · ‎13-01-2014

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 currently fixing it. I'm still curious how you ended up with this URL/error. Could you please let us know how you ran into this problem? Best regards, Stephan

Stephan · ‎10-01-2014

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? Best regards, Stephan

Stephan · ‎09-01-2014

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 action is to reset and start over. 1. Uninstall Internet Security. - VMS uninstallation tool and our uninstallation tool may be used, as Simon and NikK suggested 2. Login to your SAFE portal (mysafe.f-secure.com) from the computer you want to install 3. Check the list for the problematic computer - If it is in there, remove it 4. Click "Install" next to Internet Security 5. Name your device and download the Installer offered by the portal 6. Run the installer and follow the instructions Could you please let us know how it went? Best regards, Stephan

Stephan · ‎09-01-2014

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, Stephan

Stephan · ‎08-01-2014

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. Could you please visit the SAFE portal (http://mysafe.f-secure.com)? Once you logged in, please click "install" next to Internet Security and follow the instructions, download and run the installation. There is no need for any subscription keys anymore, the portal will take care of all that stuff. Could you please let us know if this solved your issue? Best regards, Stephan

Stephan · ‎08-01-2014

Hello, We've fixed the text now. Sorry again for any confusion this has caused! Cheers, Stephan

Stephan · ‎08-01-2014

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.

Stephan · ‎08-01-2014

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

Stephan · ‎08-01-2014

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 you and your daughter used to get in touch? Please do not post email addresses publicly, please send them to me via private message. To do that, click on my username. On the right side you'll find a box labeled "Contact Me". In that is a link "Send this user a private message". In reply to your initial question about advertising pop-ups: We do not have any advertising in our products. Only about 30 days prior to expiration, we'll remind you that your subscription is about to expire. That however, should not be the case for you. As NikK requested, some more information on those pop-ups would be great, so we can figure out what they are and where they come from. As to your second question, "Security is locked" and the removal of a program: I'm sorry but I don't fully understand the problem. Could you give a bit more detail please? If you run into an issue during installation, please see my recent post here. I'm looking forward to hear back from you. Best regards, Stephan

Stephan · ‎08-01-2014

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 selection) or is it more of the portal giving that error? Cheers, Stephan

Stephan · ‎07-01-2014

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. If there are no seats available, you can remove a installation from the portal. No entering of license keys anymore. No wondering which key was used on which device. No guessing of expiration dates and no need to "move" licenses around. You have everything in one place :) Cheers, Stephan

Stephan · ‎07-01-2014

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. The installer from the downloads page will not work with SAFE. SAFE customers please only install from the portal. Best regards, Stephan

Stephan · ‎07-01-2014

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 not in that list, it does not use your Safe subscription. Best regards, Stephan

Stephan · ‎03-01-2014

To install F-Secure Internet Security for SAFE on your computer, we recommend to first uninstall any other Anti-Virus products. If you are using Virgin Media Security, please follow the steps below. In case you use any other Anti-Virus software, please uninstall it following the vendors’ instructions. Afterwards, please continue with the installation of F-Secure Internet Security. Please check out our introduction video, which shows the installation process Windows Updates We recommend to update Windows before installing F-Secure Internet Security. 1. Click start, navigate to the control panel, System and Security, Windows Update. 2. Install all important updates 3. Restart your computer when prompted Removing Virgin Media Security 1. Download Virgin Media Uninstaller Tool: http://dl01.radialpoint.net/Virgin/Uninstall/UserCommunity-Uu-RpsUU.exe 2. Close open applications and save your work (e.g. Office documents) 3. Double-click the downloaded file (UserCommunity-Uu-RpsUU.exe) and follow the instructions. 4. Please wait for the uninstallation to finish. Do not switch off your computer as it will be restarted automatically once it has been completed. Installing F-Secure Internet Security 1. Go to F-Secure MySafe Portal: https://mysafe.f-secure.com/login - If you have not created an account yet, please register to the portal first - Virgin Media customers: Please register only by following the link from your Virgin Media portal. 2. Enter your email address and password. - Click forgotten password if you do not remember your MySafe password. 3. Click the install button at F-Secure Internet Security - You will be prompted to install either to "This device" or "Another device" - Select "This device" if you want to install F-Secure Internet Security on the computer you have used to access the MySafe portal - Select "Another device" if you want to install F-Secure Internet Security on a computer you have not used to access the MySafe portal 4. Enter a name for your device, e.g. Johns Laptop and click "add". This allows you to later easily identify the computer in your MySafe portal. 5. Confirm the download. 6. Follow the download instructions and start the installation 7. Follow the installation instructions (Language selection, End User License terms, etc.) 8. The installation will prompt for a restart, if needed. More information All about your MySafe Portal All about F-Secure Internet Security All about F-Secure Anti-Virus for Mac All about F-Secure Mobile Security

Stephan · ‎02-01-2014

Thanks Blackcat for the screenshot! Just a small addition: F-Secure Key is not bundled with SAFE. It is a separate product, which you can install for free. More info here. Cheers, Stephan

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About Stephan

Re: Does F-Secure have ANY customer service?

Re: Does F-Secure have ANY customer service?

Re: Does F-Secure have ANY customer service?

Re: Virgin customer registration for F Security

Re: Crap protection

Re: Real support and customer service, please

Re: Country issue

Automatic upgrade for Anti-Virus/Internet Security 2012 and later

Re: No Subscription key

Re: No Subscription key

Re: F-Secure Subscriptions

Re: Free subscription

Re: No Subscription key

Re: Info: F-Secure Safe Search (Google HTTPS)

Re: Why is 666 so prevalent in F-Secure?

Re: Mobile Subscription - Site Certificate problems

Re: Mobile Subscription - Site Certificate problems

Re: installation failed

Re: Passwords

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Re: My SAFE experience

Re: My SAFE experience

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Re: How to install F-Secure SAFE on your PC - for Virgin Media customers

Re: F-Secure SAFE compatible with Win 8.1 yet?

Re: Subscription Expired? But it should have 360 days to run!

How to install F-Secure SAFE on your PC - for Virgin Media customers

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