Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: Bill Bryan on February 18, 2013, 08:05:24 PM
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I have a Windows 8 computer, with a wireless adapter.
With an avast tech support person on the phone, I installed my PAID copy of avast Internet Security. Immediately, it prevented my wireless adapter drivers from loading.
One minute I was online; then I installed my PAID product and I can't get online at all on that computer. The properties sheet for the wireless adapter in Device Manager said that Windows prevented the drivers from being installed. But when there's no avast Internet Security on that machine, the drivers load with no problem whatever.
So what did the avast tech support lady tell me?
She said that AFTER I ALREADY PAID FOR MULTIPLE LICENSES to use this product, I WOULD HAVE TO PAY ANOTHER $119 TO GET ANY HELP.
I've used avast since at least 2006, but never again. Buh bye, avast! Good luck ripping off other people in the future.
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As for the lost connection, conflicts can happen with any product, especially if you run other security apps before installing avast!.
But for the tech support, who exactly did you contact them and how? Please show us the contact webpage from where you got the tech support "contact" aka e-mail, phone number, whatever... Just so we know if you weren't contacting someone who's not even related to avast! and is maybe just selling it as reseller or something...
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I went to this page: http://www.avast.com/support
I called this phone number: 866 951 7679
The lady was on the phone while I installed avast Internet Security. She understood 100% that it crippled my ability to go online with that computer.
But give me any help? No, not at all. Not unless I pay ANOTHER $119 on top of what I already paid for multiple copies of avast. I have avast Internet Security installed on both my sons' computers and my wife's computer and a laptop I own, in addition to this computer and the Windows 8 computer I can't use to get online any more. For many, many years I have refused to use any other product. But now I'm all done.
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I wouldn't pay either, but that is 3rd party support who are likely to try and get you to take a support package.
By far and away your best bet is to come to the forums, no hidden agenda other than to try and help other avast users for free.
I don't use the AIS version so I can't be any practical help, but there are some topics about win8 and AIS (not sure which version), but try stopping the avast Network Shield and see if that resolves your problem.
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OK. How can that be 3rd party support, when it's on the avast website? That makes no sense to me.
I'll go disable Network Shield and report back.
Thanks.
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The number is on the avast web site but the support calls are handled by a 3rd party and they are clearly in the wrong when asking for $119 as your case appears to full under the issues were free support is provided, see image.
I hope the network shield will resolve the problem.
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No. It still says there's no driver installed, and when I try to install the drivers - from the Windows8 driver the manufacturer of the wireless adapter - it says it can't create a file where one already exists.
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Now I'm on a live chat with Netgear, the mfr. of the wireless adapter. Maybe they can help.
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This is the adapter, the Netgear A6200.
(https://encrypted-tbn3.gstatic.com/images?q=tbn:ANd9GcT3UKIV7mDt_nGsWatHg7IRBwXdYvUaeH3yvMdPc9kyf9XFpAaI)
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After spending hours on a chat with the adapter manufacturer, nothing was achieved.
If I want to use that adapter, I have to permanently uninstall avast Internet Security.
That's OK, Clamwin is free of charge. After 7 years of being a good customer, I'll have nothing to do with avast ever again in my life.
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clamwin does not have realtime protection....then you need a extra program Clam Sentinel http://sourceforge.net/projects/clamsentinel/
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Thanks, I'll remember that.
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just a question....RejZoR asked but you did not answer
since you have win8...is this a new computer?
did it come with a preinstalled trail AV?
any other security programs installed?
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I wouldn't give up on AIS that quickly though. There must be a reason why your system says the system is having driver issues... You can disable diffirent parts of Avast and/or reinstall it to test further what actually is wrong with the system... Issues may be there when having more then 1 AV installed, be sure only AIS is on the system
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Yes, I know all that. I've been using AIS for a long, long time and on many, many computers. It's installed on at least 8 computers in my home right now, and when I ran a business up until Oct. 2011, I had three more there.
But on my Windows 8 machine, my wireless adapter works perfectly when AIS is uninstalled, and when I install AIS, it disables the adapter and I'm unable to get online. My adapter was working perfectly this afternoon until I called tech support and, with the tech support on the phone, I reinstalled AIS.
Zap. No more wireless adapter. No more connection to the Internet. Two and a half hours on chat with Netgear, and about a dozen messages in this thread, and at the end of it all, there's no solution. If I use AIS, I can't get online. Which, I suppose, helps prevent viruses and malware, if nobody can reach me.
I'm still outraged that support tried to cheat me out of $119. Avast chose that 3rd party support; they aren't preventing that kind of outrageous cheating of their customers; THEY OWN IT.
I won't do business with people like that.
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Again, did your machine come with a pre-installed anti-virus?
If uninstalled how was it removed?
Uninstallers can be found here. http://singularlabs.com/uninstallers/security-software/
If you feel the need to contact avast directly about your issues contact nekvapil(at)avast(dot)com
He's is involved with third party support. Drop him a line with complete details concerning your issues
and include a link to this thread.
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There is another thread I started a few days ago ("New customer service framework NOT good") with precisely the same customer service gripe, but to which I have not received any meaningful explanation. Dozens of folks I know with paid versions have called the same support number as you, with relatively minor issues (usually getting the license key to install) only to be slammed with demands to connect with their machine remotely to "fix" nonexistent issues, along with high pressure to pay $100 or more for "fixing" the problems (that don't exist). It's intolerable to have that sort of shenanigans going on. All I've gotten from the third party coordinator so far is essentially "well...what number did you call, when, so we can trace this down." It's a no-brainer. It's AVAST's published support number, on AVAST's support page, and Avast knows damn well who it is. I wonder if perhaps turning all this over to Ars Technica would shake some truth loose.
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You said it better than me, Firetree. I didn't mention the pressure to sign up for $170 for a year of crappy support online. But I manage to handle 99% of all computer problems I have, being an MCTS. The third party support are cheats and scammers, and that's what Avast offers prominently on its support page. How was I to know that if you want any real help, you go to the forums instead? Many, many forums are like ghost towns, and they're nowhere near as responsive as a tech on the telephone.
But now I know I can never have any kind of decent tech on the telephone, because Avast turned it over to some crooks. Meh.
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Just FYI. I think that it is time for the Moderators to either start Deleting his Posts and/or close this Thread.
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Just FYI. I think that it is time for the Moderators to either start Deleting his Posts and/or close this Thread.
He's not happy with the service he has received. He has every right to say so.
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Just FYI. I think that it is time for the Moderators to either start Deleting his Posts and/or close this Thread.
He's not happy with the service he has received. He has every right to say so.
Correct it is a legitimate topic and area of concern. But it shouldn't be come a self perpetuating mission to jump from topic to topic.
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I have the exact same problem, I got a Netgear N900 Wireless Dual Band USB Adapter.
So basically I payed for Avast Internet Security and the will not fix it... :(?
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One can understand the annoyance of the thread starter , esp when a system becomes non-functional just when a software or two is installed.
WIN 8 being relatively new cannot be discounted for its own bugs (Guys at MS are human too) and can be considered as an evolving software. Might be the AVAST installation takes care of issues like internet connection / disconnection and proceed one at a time. Network shield is relatively insignificant when the file shield etc works.
1. Why can't AVAST give the user a choice to install the non-critical modules (But critical to the user) one at a time in cases of WIN 8 where there is a lot yet to discover.
2. An option to ROLL BACK from AVAST GUI itself. Perhaps this member did not wan't to take the system restore route?
3.AVAST should get serious with its support mechanism. Generally good management practices place both the marketing and support depts in the same office. The 3rd party support may act as a conduit , but just demanding a fee to correct any inadequacies within the product is preposterous. A loyal customer of 7 years cannot suddenly be allowed to get dissatisfied.
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Exactly why I didn't upgrade to windows 8. It's a pain in the ass.
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Sorry for getting OT possibly, but didn't avast just go through this nonsense with iYogi, and thus got rid of them? As a result, avast needs to know this is going on.
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Man, I use the free version. But when someone buys several licenses they need to offered free assistance setting it up without being pressured by some self serving clowns. This is getting ugly! Deja Vu all over again.
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Man, I use the free version. But when someone buys several licenses they need to offered free assistance setting it up without being pressured by some self serving clowns. This is getting ugly! Deja Vu all over again.
There is free assistance. It's right here on the forums. We are always more than happy to help with your and anyone else's problems. 8)
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There is free assistance. It's right here on the forums. We are always more than happy to help with your and anyone else's problems. 8)
True, but this assumes that customers will find their way to the forums and also that there isn't a PC meltdown keeping them from using their PC in the first place to ask for help. There always has to be reliable phone assistance to cover customers I just described at a minimum, not to mention others who may prefer a human voice. If the customer service phone number is a third party more interested in selling their services than providing Avast assistance as is described in this thread, then that is probably worse than not having any phone contact number at all.
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If their computer has a "meltdown" then phone assistance is way too late.
The user then should probably get a reformat for their HDD. :)
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I don't think that's the point. If you're going to provide decent customer service, it's OK to use a third-party vendor. No problem. It's NOT OK to allow that third-party vendor (if that's what we're experiencing) to engage in the tactics that are being reported. And...if it's NOT a third party vendor, then not only is it still not OK, but perhaps even more egregious? I think that's all anyone here is saying. We love the product...always have. Many of us have been using Avast since the days of Leo Laporte and The Screen Savers. Just advise and consent to fix it.
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I have a Windows 8 computer, with a wireless adapter.
With an avast tech support person on the phone, I installed my PAID copy of avast Internet Security. Immediately, it prevented my wireless adapter drivers from loading.
One minute I was online; then I installed my PAID product and I can't get online at all on that computer. The properties sheet for the wireless adapter in Device Manager said that Windows prevented the drivers from being installed. But when there's no avast Internet Security on that machine, the drivers load with no problem whatever.
So what did the avast tech support lady tell me?
She said that AFTER I ALREADY PAID FOR MULTIPLE LICENSES to use this product, I WOULD HAVE TO PAY ANOTHER $119 TO GET ANY HELP.
I've used avast since at least 2006, but never again. Buh bye, avast! Good luck ripping off other people in the future.
Dear Bill,
our phone support works on the freemium basis. You can get limited free phone support, basically installation of the software and inserting license.
For all other issues there is paid subscription.
What you bought is software license if you need additional premium support then there is paid support package. For more information about our support offer please visit http://forum.avast.com/index.php?topic=111435.0
Kind regards
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Someone needs to read what is written on the avast support page (http://www.avast.com/support see more details) as it gives a different interpretation of what support is covered.
It is much more than you suggest, see image, the last point would appear to be a lot.
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Which still means that the "better" choice for customer service is right here on the forums.
It's 24/7 and the best part is it's "free". 8)
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Which still means that the "better" choice for customer service is right here on the forums.
It's 24/7 and the best part is it's "free". 8)
I agree, this forum has helped me out with a problem for FREE! :)
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Sorry to throw a mix-bag here, but the real problem is not AVAST. There several issues here. When you upgrade to Windows 8, was it clean install (if you used windows xp or earlier version) or upgreade from windows 7? A clean install of the OS should solve most issues. Another particular problem is, by default, windows has it's own security element (i.e windows firewall, windows defender) active, so when you install Avast, Windows Defende gets disable but Firewall stays active. Infact unkonwingly, you may be running 2 version firewall, you will have some serious problem installing or accessing networks.
In relation to OS upgrades, you should follow this steps:
- Download the latest copy of AVAST, and Latest copy of all the fault drives on your HDD
- Disconnect from the internet, otherwise your system is wide open to the elements.
- Uninstall your existing copy of AVAST (Use the AVAST Unistaller utility from http://www.avast.com/uninstall-utility (http://www.avast.com/uninstall-utility))
- Uninstall all you faulty drivers (a complete uninstall is a must!)
- Reboot the system
- Once up and running, install the drivers (using the latest drives downloaded earlier) one at a time and rebooting system after each driver installation.
- Don't forget stay disconnected, if you are updating the network drivers.
- Install latest copy of AVAST last
- Now eanble the network connection
You should able to connect to the net, and all other devices should work.
If you have a network printer, you may wat to disable the avast NDIS Filter Driver in Network Adapter properties panel, before start printing and re-enable it when done.
I hope this helps.
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The "real" issue is third party support or the lack there of. I agree with the OP if a user spends as much as the OP they should receive discounted if not free support. Third party support companies should always start with the issue, then once fixed, then do a hard sell. Fix then sell.
The only fault I can find concerning the OP is that they should have come here first. 8)
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Customerservice by phone is mostly a no go. In the last 20 years i have spoken ONE person with knowledge all other calls were with monkeys. :o
So, forums are always better. Free and good. :D
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Someone needs to read what is written on the avast support page (http://www.avast.com/support see more details) as it gives a different interpretation of what support is covered.
It is much more than you suggest, see image, the last point would appear to be a lot.
Absolutely correct DavidR. The phone support team should offer those items as listed on our website.
The support scope, in simple terms, should cover installation of Avast and insertion of the license, plus any configuration issues directly associated with such. However, if the issue is being caused by an incompatible driver or an issue with other software on the computer for example which is blocking Avast from being installed, our customers should have the issue explained to them and should be told about the paid service we offer to resolve that issue, and of course given details of this forum and our other contact methods as alternatives.
As always I am here to be contacted directly in any case such as this if anyone feels like they have been misled. My direct email is riley@avast.com - I am based in our Prague HQ so please forgive me for any delays in replying to emails sent from different time zones outside of CET time.
Many thanks
Adam Riley
Manager, Global Services
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Thank you Adam, your time is appreciated here.
"our customers should have the issue explained to them and should be told about the paid service we offer to resolve that issue, and of course given details of this forum and our other contact methods as alternatives".
I would be interested in knowing if anyone, in fact, is/has been given any details about our forum and other contact methods as alternatives to what they are trying to sell (paid support). :)
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Thank you Adam, your time is appreciated here.
I would be interested in knowing if anyone, in fact, is/has been given any details about our forum and other contact methods as alternatives to what they are trying to sell (paid support). :)
+1