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FAQ

Thinking about buying?

How long is my eircom eSecurity contract period?
How does eircom eSecurity work?
Why do I still need a firewall if I use a hardware firewall on my router?
How often is eircom eSecurity updated?
What are the minimum system requirements to operate eircom eSecurity?
What is a virus, trojan or worm?
Does eircom eSecurity work over both broadband and dial-up connections?
What's a firewall?
What is anti-virus software?
Why should I bother with Internet security?
Where do I sign up?
Can I get eSecurity if I don't have Broadband?
Can I get eSecurity if I have Broadband from another Company?
Can I get eSecurity if I already have Antivirus Software on my computer?
How do I get eircom Broadband?
I have more than one computer; can I get eSecurity for each?
Is eSecurity Mac compatible?
What information do I need to get eSecurity?

Getting Started

I have just ordered eircom broadband and eSecurity. When will my eSecurity start?
I already have some anti-virus or firewall software on my PC. What will happen if I download eircom eSecurity?
I've bought a new computer. How do I install eircom eSecurity software onto it?
How long does it take to download eircom eSecurity?
What happens if there's a virus on my PC?
What happens when eircom eSecurity detects an intruder trying to access my PC?
What happens if I share the confirmation email with the link to eircom eSecurity with a friend?

Troubleshooting

How do I get technical support for eircom eSecurity?
I've lost the email containing the link to download eircom eSecurity
What do I do with my e-Security if I purchase a new laptop?
How do I know my eircom eSecurity anti-virus is up to date?
Why would hackers be interested in my PC?
How do I find out what version of Windows I have?
What do I do when I have signed up?
I am getting a Windows compatabiliy message for e-security 2012 version or lower.

Account/ Billing

Why has my eSecurity service been ceased?
How long is my eircom eSecurity contract period?
How long is the promotional period?
What is the "Promotional Period"?
What will happen after the Promotional Period?
Can I extend my promotion?
If my PC gets infected or hacked while using eircom eSecurity will I get my money back?
How do I pay for eSecurity?
When will I receive a charge on my phone bill?
How will I know when the promotional period will end?
Can I cancel in the promotional period?
What happens when I cancel eSecurity?
When I remove an eSecurity service it says the promotion will continue to run. What does this mean?
What will happen if I cancel my eircom Broadband?
What will happen to eSecurity if I move house?
What happens to eSecurity if I move to another Telecommunications Company?
How do I cancel?
I have a service in the promotional period and a service which has begun billing. How can I cancel the billed service?
Can I pay for eSecurity by Credit/Debit card?
I already have eSecurity on one computer. Can I put it on a second computer?
Is there a limit to the number of eSecurity services I can have?
When I add a new eSecurity service the message says that a "Promotional period is already running" What does this mean?

How long is my eircom eSecurity contract period?

There is no minimum contract period for eircom eSecurity. When you subscribe to the service we will bill you for one month's service at the current rate. For this you will get a full month's service for one PC. On your billing date the following month, we will again charge you for the next month.

At any point you can give us the required amount of notice and cancel the service. However it's important to realise that should you cancel the service you will no longer enjoy the protection offered by the service from online threats.

You can available of e-security on a three month trial basis. There is no obligation to keep e-security after the free trial period, but we are sure you will enjoy the service. If you still want to cancel the product after the trial period, then simply go to the cancel e-security page.


How does eircom eSecurity work?

eircom eSecurity is provided by Norton Security™ Online and is fast and light on your PC. Windows 8 compatible. Protects against:

  • Viruses not seen before
  • Online identity theft when you bank or shop
  • Bad files and websites when you browse and share
  • Phishing scams
  • Theft of your personal information
  • Hard-to-remove infections
  • Spyware
  • Spam
  • Social network threats when you socialize

Once registered for the service, you simply download the software onto your PC. When you're installing the software you will have the option to set up an automatic update and scheduling service for your eSecurity service ensuring that you're always protected from online threats.

eSecurity keeps your PC safe while you enjoy sending email, browsing websites, gaming and other online activities.

eSecurity prevents hackers from breaking into your computer to steal information or to use your PC to attack other computers. eSecurity keeps your PC safe without interfering with your work. It runs silently in the background, only prompting you to take action when you need to. If you want more information, you can open the Norton Protection Console window to see your security status. Because new Internet threats appear almost daily, your subscription to eircom eSecurity includes updates to keep it working for you. You can set up eSecurity to download these updates automatically.


Why do I still need a firewall if I use a hardware firewall on my router?

Having a hardware-based firewall is essential, but a software firewall will provide an extra layer of security and ensure that programs running on your PC are safe. This prevents unauthorised programs from accessing the internet from your PC.


How often is eircom eSecurity updated?

eircom eSecurity can be set up to check for daily updates. While there won't always be daily updates you can then be sure that updates are applied as soon as they become available. If you are permanently connected to the Internet, eSecurity should be set to check for updates every 24 hours. If you connect to the Internet less frequently than once a day, eSecurity will check for updates when you next connect.


What are the minimum system requirements to operate eircom eSecurity?

Operating System Supported

  • Microsoft® Windows® XP (32-bit) Home/Professional/Tablet PC/Media Centre (32-bit) with Service Pack 2 or later
  • Microsoft Windows Vista® (32-bit and 64-bit) Starter/Home Basic/Home Premium/Business/Ultimate with Service Pack 1 or later
  • Microsoft Windows 7 (32-bit and 64-bit) Starter/Home Basic/Home Premium/Professional/Ultimate
  • Microsoft Windows 8 and Windows 8 Pro (32-bit and 64-bit)1

Minimum Hardware Requirements

  • 300 MHz for Microsoft Windows XP, 1 GHz for Microsoft Windows Vista/Windows 7/Windows 81
  • 256 MB of RAM • 300 MB of available hard disk space
  • CD-ROM or DVD drive (if not installing via electronic download)

Email scanning supported for POP3-compatible email clients

Support for Antispam

  • Microsoft Outlook® 2002 or later
  • Microsoft Outlook Express 6.0 or later
  • Windows Mail (spam filtering only)

Browser Support for Phishing Protection, Safe Search, and Password Management

  • Microsoft Internet Explorer® 7.0 or higher (32-bit only)1,2
  • Mozilla® Firefox® (32-bit only)2,3
  • Google Chrome 2,3

Browser Support for Vulnerability Protection

  • Microsoft Internet Explorer® 7.0 or higher (32-bit only)1,2
  • Mozilla® Firefox® (32-bit only)2,3

1 Some protection features are not available in Windows style browsing mode.
2 As made available by Symantec within your service period.
3 Supports current and the most recent previous 32-bit major releases.


What is a virus, trojan or worm?

A virus is just a computer program. Like any other program on your PC, it contains instructions that tell your computer what to do. But unlike regular programs, a virus usually tells your computer to do something you don't want it to, and it can usually spread itself to other files on your computer - and other people's computers.

If you're lucky, a virus will execute only a benign attack, such as causing your computer to make what seems like random sounds. But at its worst a virus can also be very destructive to not only your machine but any others that you may be linked to. It could format your hard drive, overwrite your hard drive boot sector, or delete files and render your machine inoperable and unrepairable.

Computer viruses are like a cold in technology. They can spread swiftly across open networks such as the Internet, causing billions of pounds worth of damage in a short amount of time. It is almost inevitable that if you surf the internet and receive emails, then you will pick up a virus unless you have protection software.

Viruses have been developed into various types, such as Worms and Trojans; these are all malicious code designed to disrupt your PC, or help hackers take control of information held on your hard disk.


Does eircom eSecurity work over both broadband and dial-up connections?

The eircom eSecurity is only available to eircom broadband customers.

Once you have subscribed to the service and downloaded the software, eSecurity runs in the background on your PC. It only needs to access the web to receive updates on viruses and hacking codes. It will do this whenever you connect to the Internet, but requires very little bandwidth to do so and it will normally perform this task without interfering with your PC activity.


What's a firewall?

A firewall is a piece of software designed to limit access to and from your PC to the Internet. Your access to the Internet contains lots of channels, or ports; each of these is a communication path to and from your PC. A firewall can limit the IP traffic that is allowed to pass through each port.

What is anti-virus software?

Anti-virus is software that scans files on your PC to check for known viruses. If it finds any viruses it will try and eradicate the virus with an anti-virus or vaccine. It will normally advise you if it has detected any viruses and offer advice on what to do. It will also scan any incoming emails for virus threats and advise you if there are any viruses present in the mail.

Why should I bother with Internet security?

While there is no obligation for you to consider Internet security, it is in your own interest to ensure your PC is adequately protected from viruses and hackers. In the same way that you would protect your home or car from burglary or theft you should at least consider the implications of not protecting your PC while you are surfing the Internet.


Where do I sign up?

You can sign up for eSecurity at http://www.eircom.net/esecurity.


Can I get eSecurity if I don't have Broadband?

Unfortunately you must be an eircom broadband customer to get eSecurity.


Can I get eSecurity if I have Broadband from another Company?

Unfortunately you must be an eircom broadband customer to get eSecurity.


Can I get eSecurity if I already have Antivirus Software on my computer?

Yes, you may need to remove your current Anti Virus software to ensure there are no system conflicts. Please refer to the Help/Support section of your current Anti Virus software for un-installation instructions.


How do I get eircom Broadband?

You can get information on eircom Broadband and place an order at http://www.eircom.net/broadband


I have more than one computer; can I get eSecurity for each?

One eSecurity product covers one PC. If you have more than one PC, then you need to purchase additional licences. Click here to purchase additional licences.


Is eSecurity Mac compatible?

eSecurity is compatible with Windows Operating Systems only.


What information do I need to get eSecurity?

You must be a live eircom Broadband Customer. You will need the following information:

  1. eircom Telephone Account Number
  2. The phone number of your Broadband line
  3. An e-mail address

If you have ordered eircom Broadband and are waiting for it to be set-up please sign up after your eircom Broadband set-up has been completed.


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Getting Started

I have just ordered eircom broadband and eSecurity. When will my eSecurity start?

You will receive a welcome email informing you when your eSecurity starts. The email will contain your Activation code (PIN) and links to download the eSecurity software. The welcome email will be automatically sent shortly after the installation of your eircom broadband service has been completed.


I already have some anti-virus or firewall software on my PC. What will happen if I download eircom eSecurity?

eircom eSecurity will remove any Norton product and some makes of old firewall or anti-virus software. However, it is better if you fully remove any other firewall or anti-virus software before downloading eSecurity. This is to avoid a conflict between the two types of software. Please follow the supplier's instructions to do this.


I've bought a new computer. How do I install eircom eSecurity software onto it?

You will need to use the link you were originally sent by email to download the eircom eSecurity software onto your new computer. If there is a problem please login to the Self care page to download the software. If you require further assistance contact the helpdesk by email through this online form on 1890 260 260.


How long does it take to download eircom eSecurity?

How long it will take to download the program you need for eircom eSecurity - depends on your Internet connection.

Broadband customers should expect to download the program in approximately 10-30 minutes.

You can also pause the download at any stage and resume it later using the buttons during the install process.

Please re-boot your computer after installation to activate the software, as mentioned in the download instructions.


What happens if there's a virus on my PC?

eircom eSecurity detects and blocks incoming viruses, spyware and unwanted adware threats as they attempt to install and execute on your system. The Auto Protect Blocking feature blocks both threats and high security risks from ever installing on the system. It's always running invisibly in the background, protecting your computer.

Should any spyware, viruses or internet worms be present on your computer prior to installing eircom eSecurity, these should be detected and eliminated during the pre-install scan.


What happens when eircom eSecurity detects an intruder trying to access my PC?

The smart Firewall feature of eircom eSecurity automatically and continuously configures itself to allow useful programs to communicate over the Internet while detecting and blocking spyware, viruses, and worms.

The features of eircom eSecurity include:

  1. Automated security decisions eliminate the need for you to make complex security choices
  2. Blocks spyware from transmitting personal information over the Internet
  3. Prevents bots and hackers from controlling your computer

The Norton Protection Centre provides a centralised location for you to monitor your computer's security status and to reassure you that you are protected from the most recent outbreaks.


What happens if I share the confirmation email with the link to eircom eSecurity with a friend?

eircom eSecurity is designed to work on only one PC at a time. If someone else installs it on their PC, it will stop working on your own PC. Similarly when the time comes to renew your licence it will renew on the first PC to request it, meaning your own PC may be left unprotected in this circumstance.


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Troubleshooting

How do I get technical support for eircom eSecurity?

eircom eSecurity is backed by expert technical support. If you cannot find the answer you need in the eSecurity Support Guide, contact the Helpdesk by calling 1890 260 260.


I've lost the email containing the link to download eircom eSecurity

If you have lost the email that contains the web link and licence key for downloading eircom eSecurity, please contact the helpdesk via email through this online form or by calling 1890 260 260 to speak directly to an agent.


What do I do with my e-Security if I purchase a new laptop?

You have the option of purchasing another licence. Alternatively you can transfer the licence from the old laptop. You will need to ensure that you have the PIN number given to you when you signed up. If you don't have the PIN number please refer to the question above.

If you have the PIN please follow these steps:
Click Deactivate against the Computer which currently has the licence and the licence will be automatically transferred to the new computer.

Note: eSecurity will no longer protect the computer you have you have de-activated.


How do I know my eircom eSecurity anti-virus is up to date?

To check your eircom eSecurity anti-virus protection is up to date, open the Norton Protection Console window. Browse through each drop-down category to view the status of security features. Overall computer status is always visible via the Norton Status icon on the taskbar or via the Windows System Tray icon.


Why would hackers be interested in my PC?

It's easy to think that PC hackers are only interested in getting access to corporate business networks and stealing important information and documents. The truth is that there is a growing trend on the part of hackers to select perceived easy targets for their own personal gain. That could take the form of stealing financial information or simply "entertaining" themselves by spreading malicious programs and watching the effect.

It's important to remember that a hacker who gains access to your PC could pick up many of your personal details, including financial information, name and address details, and personal information like your date of birth for example. These details could then be used to defraud you, in addition if a hacker gets control of your PC they could use your hard disk to store files and documents that may be of an illegal nature. They could even hack into another PC with the attack seeming to come from your PC.


How do I find out what version of Windows I have?

If you are unsure about which operating system you are using you can follow the steps below

  1. Click on the Start menu
  2. Click on Settings
  3. Click on Control Panel
  4. Click on System

Your operating system will be listed on the pop up screen.


What do I do when I have signed up?

When you have signed up you need to download the Norton Software. Choose the software download which matches your version of Windows. Simply click on the Download button and follow the onscreen instructions.



I am getting a Windows compatabiliy message for e-security 2012 version or lower.

You should arrange to download the latest version  of e-security on your Windows 8 machine, please go to the self-care page and download the software

FYI - this is the Windows 8 compatibility message that is displayed right after the installation of NIS 19.1 on Win8:

  • Alternatively if you are not ready to download the latest version, please complete the following steps:
  • Select “Run the program without getting help” in the Win8 compatibility assistant.
  • Open NIS and manually run LiveUpdate.
  • Once the updates are complete, reboot.
  • Repeat steps 2 and 3 until there are no more updates.

NIS should now be on version 19.9.0.9 and work fully with Windows 8.

If at any stage you run into problems (e.g. no more LiveUpdates found on a version < 19.9) use the Norton Removal tool to remove the current installation of NIS and start again.


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Account/ Billing

Why has my eSecurity service been ceased?

There can be a number of reasons why your service can be ceased:

Have you cancelled your eircm Broadband ? You must be an eircom Broadband Customer to have eSecurity

Have you moved your broadband to another company? You must be an eircom Broadband Customer to have eSecurity

Have you cancelled your phone service with eircom? You must receive an eircom phone bill to qualify for eSecurity.

Are you moving house? The details of your old account may have changed or been cancelled. You can get a new service with the account details of your new house.

Have you changed your phone number? You will need to reactivate the service with your new account details.

Have you changed your eircom Account Number? You will need to reactivate the service with your new account details.


How long is my eircom eSecurity contract period?

There is no minimum contract period for eircom eSecurity. When you subscribe to the service you will get your first 3 months FREE. Following that period we will bill you for one month's service at the current rate. For this you will get a full month's service for one PC. On your billing date the following month, we will again charge you for the next month.

At any point you can give us the required amount of notice and cancel the service. However it's important to realise that should you cancel the service you will no longer enjoy the protection offered by the service from online threats.

You can available of e-security on a three month trial basis. There is no obligation to keep e-security after the free trial period, but we are sure you will enjoy the service. If you still want to cancel the product after the trial period, then simply go to the cancel e-security page.


How long is the promotional period?

The Promotional Period is 3 Months.


What is the "Promotional Period"?

Each time you buy an eSecurity service you will get the first 3 months free (per service). The first 3 months is the Promotional Period. There is only 1 Promotional Period per instance of service.


What will happen after the Promotional Period?

You don't need to do anything at the end of the Promotional Period. Your eSecurity Service will continue as normal. The monthly charge for eSecurity will automatically appear on your eircom phone bill.

Can I extend my promotion?

The Promotional Period cannot be extended. If you cancel the service during the promotional period and choose to return to the service before your billing was due to commence you will not receive an extended promotional period.

You can cancel your eSecurity account at any time. You will not be charged if you are still in the free promotional period. However, if you cancel the account after payments have been received, no refund will be given and the service will be terminated on the last day of the period paid for. There is no minimum contract period.


If my PC gets infected or hacked while using eircom eSecurity will I get my money back?

We cannot offer a refund if your PC is infected or hacked while using eircom eSecurity. In keeping with most software packages, when you subscribe to eircom eSecurity you agree to the terms and conditions and to the End User License Agreements. These specifically state that neither eircom or its suppliers can be held responsible for any loss or damage (financial or otherwise) resulting from the use or misuse of the software.


How do I pay for eSecurity?

eSecurity is billed on your eircom phone bill.


When will I receive a charge on my phone bill?

Your charge will appear on the next phone bill you receive after the end of the promotional period.


How will I know when the promotional period will end?

You can view the date at which your promotional period will end in the eSecurity Admin area. (http://www.eircom.net/esecurityadmin) The date when your promotional period will end is marked as "Bill Start Date".


Can I cancel in the promotional period?

You can cancel in the Promotional Period. You must note that if you choose to cancel during the Promotional Period and you choose to come back to eSecurity in future:

1) You will not be eligible for another Promotional Period. If the Promotional Period End date has passed, billing will start immediately.

2) You will not receive an extension to your Promotional Period. Should you return before the Promotional End date you will receive the remaining days of your Promotional Period only.


What happens when I cancel eSecurity?

When you cancel eSecurity you must remove the software. eSecurity is billed in arrears. You will receive one further charge on your bill which corresponds to the month you cancelled.


When I remove an eSecurity service it says the promotion will continue to run. What does this mean?

You have chosen to cancel your eSecurity service during the promotional period. The promotion will still run. This means that if you choose to reactivate the service in the future you will reactivate the cancelled service. If the promotional period is over for this service you cannot receive an extension or new promotional period.


What will happen if I cancel my eircom Broadband?

You must be an eircom Broadband customer to use eSecurity. If you cancel your eircom broadband your eSecurity service will be cancelled also.


What will happen to eSecurity if I move house?

When you move house you will cancel all services for your old house. When you have broadband in your new house you can re-activate your eSecurity.


What happens to eSecurity if I move to another Telecommunications Company?

You must be an eircom Broadband customer to use eSecurity. move to another Telecommunications Company your eSecurity service will be cancelled also.


How do I cancel?

Please go to the eSecurity admin area (http://www.eircom.net/esecurityadmin) and choose "Remove Service".


I have a service in the promotional period and a service which has begun billing. How can I cancel the billed service?

All services in trial must be cancelled before paying services are cancelled.


Can I pay for eSecurity by Credit/Debit card?

Unfortunately the service can only be paid for on your eircom phone bill.


I already have eSecurity on one computer. Can I put it on a second computer?

Yes, you can. You will need to purchase another eSecurity Service. You can do this in the eSecurity Admin area http://www.eircom.net/esecurityadmin.


Is there a limit to the number of eSecurity services I can have?

No, you may purchase as many eSecurity Services as you need.


When I add a new eSecurity service the message says that a "Promotional period is already running" What does this mean?

In this case you have signed up to an eSecurity service in the past and cancelled it during the promotional period. The promotional period is still running for this service. If you sign up now you have the opportunity to use the remaining promotional period. The promotional period cannot be extended.


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