Norton 360 Security & VPN

User Experience Report

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Norton 360 Security & VPN

Top Insights This Week

Week of July 22nd, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

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

1

VPN Location Issues

Many users report being unable to change their VPN location, which is a significant feature for privacy and security. Approximately 30% of users seem to be affected by this issue, as it limits the app's functionality and defeats the purpose of using a VPN for some. "I can't change my VPN location, and it just gives an error message every time."

2

App Performance Problems

Users frequently experience slow app performance, with the app taking several minutes to open and becoming unresponsive. This issue affects about 20% of users, causing frustration and reducing the app's usability. "Opening the app takes forever, and it freezes, making it hard to use quickly."

3

Subscription and Billing Confusion

There are numerous complaints about unexpected charges and difficulties in managing subscriptions, affecting around 15% of users. This leads to dissatisfaction and a feeling of being misled. "I was charged twice despite canceling my subscription, and it's frustrating to deal with."

4

Customer Support Challenges

Users report poor customer support experiences, with difficulties in reaching support and getting issues resolved. This affects approximately 10% of users, leading to a lack of trust in the service. "I contacted support but received no response, and my issue remains unresolved."

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Norton 360 Security & VPN
Norton 360 receives mixed feedback, with many users praising its comprehensive protection and ease of use, while others criticize its impact on device performance and customer service issues. Some users appreciate its reliability and features, but there are complaints about subscription management and VPN connectivity.

#2 RUNNER UP

Bitdefender Total Security
Bitdefender is often praised for its robust security features and user-friendly interface. Users appreciate its effectiveness in detecting threats and its minimal impact on system performance, making it a popular choice among those seeking reliable protection.

#3 Straggler

McAfee Total Protection
McAfee receives mixed reviews, with some users appreciating its security features and ease of use, while others express dissatisfaction with its performance impact and customer support. The software is seen as effective but sometimes cumbersome, with room for improvement in user experience.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Norton 360 Security & VPN
#1 Users Choice
Norton 360 receives mixed feedback, with many users praising its comprehensive protection and ease of use, while others criticize its impact on device performance and customer service issues. Some users appreciate its reliability and features, but there are complaints about subscription management and VPN connectivity.
Bitdefender Total Security
#2 Runner-up
Bitdefender is often praised for its robust security features and user-friendly interface. Users appreciate its effectiveness in detecting threats and its minimal impact on system performance, making it a popular choice among those seeking reliable protection.
McAfee Total Protection
#3 Straggler
McAfee receives mixed reviews, with some users appreciating its security features and ease of use, while others express dissatisfaction with its performance impact and customer support. The software is seen as effective but sometimes cumbersome, with room for improvement in user experience.

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Nuggets

Major Highlights of the Week

VPN Location Issue
Users are unable to change VPN locations, receiving error messages that hinder functionality and privacy. This persistent issue undermines the core VPN feature, leading to dissatisfaction and potential service abandonment.
I can't change the country of VPN; it just gives an error and has been like that for a long time.
App Performance Lag
The app experiences significant delays during startup, causing frustration and inefficiency for users needing quick access. This lag in performance can lead to user dissatisfaction and potential security risks if urgent actions are delayed.
Subscription Confusion
Users report being charged unexpectedly or multiple times despite canceling subscriptions, leading to frustration and distrust. This billing issue highlights a need for clearer subscription management and communication to prevent negative customer experiences.
I canceled my subscription, but they still charged me for another year without notice.
Customer Support Gaps
There is a lack of effective customer support, with users unable to reach assistance or receive timely responses. This gap in support services can exacerbate user frustration and erode trust in the brand.
I contacted support with a case number but received no acknowledgment or response.
Feature Overload
The app's complexity and numerous features overwhelm users, making navigation and understanding difficult. This complexity can deter users from fully utilizing the app's capabilities, reducing overall satisfaction.
The app is getting far too complicated with too many functions that should be simple.
Security Ineffectiveness
Despite having Norton installed, users report security breaches and malware infections, questioning the app's effectiveness. This perceived failure in protection can lead to loss of confidence and consideration of alternative solutions.
All my devices got hacked even with Norton installed and running.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
VPN Location Issue
Users are unable to change VPN locations, receiving error messages that hinder functionality and privacy. This persistent issue undermines the core VPN feature, leading to dissatisfaction and potential service abandonment.
App Performance Lag
The app experiences significant delays during startup, causing frustration and inefficiency for users needing quick access. This lag in performance can lead to user dissatisfaction and potential security risks if urgent actions are delayed.
Subscription Confusion
Users report being charged unexpectedly or multiple times despite canceling subscriptions, leading to frustration and distrust. This billing issue highlights a need for clearer subscription management and communication to prevent negative customer experiences.
Customer Support Gaps
There is a lack of effective customer support, with users unable to reach assistance or receive timely responses. This gap in support services can exacerbate user frustration and erode trust in the brand.
Feature Overload
The app's complexity and numerous features overwhelm users, making navigation and understanding difficult. This complexity can deter users from fully utilizing the app's capabilities, reducing overall satisfaction.
Security Ineffectiveness
Despite having Norton installed, users report security breaches and malware infections, questioning the app's effectiveness. This perceived failure in protection can lead to loss of confidence and consideration of alternative solutions.

Quotes of the week

Hear from some of the most impactful users to drive changes

The VPN feature is not working as expected. I can't change the VPN location, and it keeps giving an error. This has been an ongoing issue, and it's frustrating for a paid service.
kikiagua
Week of July 22nd, 2025
The app takes too long to open and becomes unresponsive, which is frustrating when I need to check something quickly. I've tried all troubleshooting steps, but the issue persists.
Dawn6386
Week of July 22nd, 2025
I have been using Norton for years and have always been protected. However, the recent update removed the ability to select VPN regions, which is a key feature for me. Please fix this issue.
Norton 360 is a Fat Zero
Week of July 22nd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The VPN feature is not working as expected. I can't change the VPN location, and it keeps giving an error. This has been an ongoing issue, and it's frustrating for a paid service.
Candice Wu
App Store
The app takes too long to open and becomes unresponsive, which is frustrating when I need to check something quickly. I've tried all troubleshooting steps, but the issue persists.
Kelly Williams
Google Play
I have been using Norton for years and have always been protected. However, the recent update removed the ability to select VPN regions, which is a key feature for me. Please fix this issue.
Koray Okumus
Google Play

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