FIOS Home Network Protection Disaster
Maver1
Newbie

Does anyone know how to get in touch with someone at Verizon that will actually be able to take the Mcafee Home Network Protection off of my G3100 router?  The issue is that I had this back in April and then removed it from my account using the add/remove services option on the FIOS website. Then in June a “specialist” contacted me and told me that the issues with HNP were fixed and they could get it back on and working.  They got it enabled on the router, but the mobile app doesn’t work. If I try to enable it, the on/off switch for HNP in the mobile app instantly disabled itself. It wasn’t on the router until June. I’ve called tech support no less than 10 times, I’ve talked with “HNP” support at least the same, and I’ve talked to Mcafee directly 6 times.  I’ve had one ticket with Mcafee open for a month and not a single reply.  I just want the router back to the way it was so I can use the built in features. I’ve had the router replaced and that didn’t fix it. It’s been factory reset, the mobile app has been uninstalled and reinstalled many times, the router and ONT have been reset, and no one knows what to do.  I was told customer service had to just add the service to my account, but they tell me they can’t.  

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LawrenceC
Moderator Emeritus

Hi Maver,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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