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Cancellation of Windows Live OneCare ???!!!! I DIDN'T CANCEL RRS feed

  • Question

  • I just received an email advising that my account was cancelled... yet I made no request, and had just renewed it in September....

     

    WTF?

     

    Is this just an glitch?  or what?

     

     

     

     

    EMail:

    "Dear Information Technology,

    This mail is confirmation that your subscription to Windows Live OneCare has been cancelled on Tuesday, December 18, 2007.

    To reach Customer Support, go to
    https://billing.microsoft.com, and click 'Contact support' on the left navigation bar.

    Thank you for using Microsoft Online Services.

    Microsoft Customer Support "

     

     

     

     

    My Account page:

    Windows Live OneCare

    Status:

    Expired

    Purchased:

    9/25/2006

    End date:

    9/25/2008

    Cancel my service

    Account name:

    Windows Live OneCare Account created on 9/25/2006

    Acct ID# 00000-00000-01187-12258

    Payment method:

    Prepaid PINs or Product Keys applied to this service.View

    Tuesday, December 18, 2007 8:32 PM

Answers

  • I'm going to post an announcement with what I know at this point, but I'll put it here, too.

     

    If your account was canceled this week due to the problem on the Billing side of the process, Microsoft will need to take some individual action to correct your account status. I do not know what the process will entail or any details of the contact. I'll either find out with you when my wife's account gets fixed or I'll try to find out beforehand and update the announcement.

     

    The specific number of customer accounts affected by the problem is indeed fairly small, but that is of little consolation to those impacted. The profile of the accounts with the problem involves the use of a retail product key to perform the renewal. Basically, my wife's account was opened in October 2006 with a retail product key and renewed in October 2007 with another retail product key, so it was affected.

     

    Please remember that your PC has not lost any protection due to the expiration within the last few days. The antimalware protection remained active as did the firewall. The program still received signature updates when available. When a subscription expires, there is a grace period before it shuts down to a limited functionality mode. I have not checked to see if a manual or scheduled Tune-up or Backup can be performed while the account is expired, but the other protection is most definitely active during the grace period.

     

    As a fellow customer I understand your frustration and believe me that I've been pushing hard to get an official statement. I am sure that the reason for the rather simple post from Kapil to the thread was the first official acknowledgment f the problem publicly was that they needed to understand the cause and the scope of the problem. As they come up with a permanent solution I expect that further information will be forthcoming.

     

    Please be patient while you await further details and thank you for your patience while the problem was being investigated.

     

    -steve

     

    Thursday, December 20, 2007 10:16 PM
    Moderator
  • We have fixed the temporary glitch in our billing system. All impacted subscribers have a new subscription that extends until December 2008. It may take up to 24 hours for OneCare to turn green. If you still have issues after 24 hours please contact OneCare support.

     

    Our sincere apologies to you for this inconvenience and please rest assured that during the time your account was in a canceled status, the PCs covered by your subscription continued to be serviced and protected by OneCare.

     

    Thanks

    Kapil Rastogi

    Program Manager, Microsoft

    Saturday, December 22, 2007 12:17 AM

All replies

  • I receive a notice today. I have not cancelled either. Could not find a way to notify Microsoft other than this forum.

    Tuesday, December 18, 2007 9:13 PM
  • Add another one to this list - I received the cancellation email and I had purchased a renewal in August - and received a confirmation.  What is even stranger is that my account shows expired yet also shows and end date of 8/1/2008.

     

    We seem to be left high and dry.

    Tuesday, December 18, 2007 9:48 PM
  • I did note that OneCare still seems to be running- doesn't seem to think it's been "expired" - maybe this is an april fools joke.. oh wait... not april... humm

     

     

    Tuesday, December 18, 2007 9:57 PM
  • I'm another individual with the same story ... having just received the emailed "confirmation of cancellation notice" (even though I did not cancel!).  I renewed my WLOC subscription in August of 2007.  My account is now listed as "Expired" and I can't find any useable information regarding how to go about reinstating the account.

     

    Tuesday, December 18, 2007 10:02 PM
  • Same here... my expiration shows 10/27/2008 but the status is now expired....

     

    Tuesday, December 18, 2007 10:08 PM
  • These were the EXACT same words that I wrote when I came to the OneCare Live site 30 minutes ago. What is going on here....is it a MSN goof-up, a hacker who has gotten into OneCare Live?

    Tuesday, December 18, 2007 10:58 PM
  • I have the same problem althought my subscription show my service is good through Sep 2008.  What's going on and how is Microsoft going to fix these problems.  Most annoying and disappointing.  Do I have to go back to Norton????

     

    Please respond with a fix ASAP?

     

    JRAYT

     

    Tuesday, December 18, 2007 11:20 PM

  • I have the same problem as everyone has been reporting.

    Called Microsoft Live OneCare Customer support shortly after getting the cancellation email and got a big run-around and no resolution or recognition of the problem.

    Called again just a little while ago (1500 PST) and right away the customer service rep acknowledged the problem and said that it was a "Bug" in Microsoft's system that was being worked.  She advised to wait 24 hours for a resolution.  I asked if my machine was still protected and she didn't seem too sure about that but advised that is probably was not (I don't believe that - I suspect that only signature updates are a current problem.)  She also said that an email should be sent out advising that the account(s) have been reinstated.  And, she said this "bug" affected many people.

    So there you have it  -  Microsoft strikes again!   I like this product but sometimes wonder "Is it really working?"  Lety's hope that it is working ok and it only the billing folks that are having problems.

    As an aside - off subject-  this is the second subscription problem I have encountered in the last couple of weeks.  On another account I have not been able to renew the subscription with a valid store bought Product Key and Microsoft support has not been able to tell me why.

    Good luck folks!!

    Tuesday, December 18, 2007 11:38 PM
  • Same thing just happened to mine.  Any ETA for a fix?

     

    Tuesday, December 18, 2007 11:45 PM
  • I noticed my icon had gone red, went online and tried to find out how to get someone in billing and then an hour later, I got the email.

     

    2nd year contact - expiring 9/5/2008

     

    Nice bug, Microsoft.

     

     

    Wednesday, December 19, 2007 12:11 AM
  • As soon as I learn something, as long as it is before I head to bed, I'll post again. I've been away for the day (jury duty!) and just now came to the forums as my wife's PC just turned red and is warning her that her subscription (good through 10/08) expired. I don't think she got an email. I've contacted the OneCare team and it is being looked into. Clearly, it looks like some sort of issue between the OneCare profile data and the Billing data, which I assume communicates back and forth.

    -steve

     

    Wednesday, December 19, 2007 12:24 AM
    Moderator
  • Add me to the pile, I have spent hours in vain....plus my hotmail account also doesn't respond, "please try later" status...Norton is on my new HP computer for 60 days (trialware) and works fine with Vista....maybe that is where we will have to go next.

    Still have version 1.6 on my main computer and saw that 2.0 version is on hold for upgraders....not too happy with this bug. My subscription is good until 10/08. I got the exact same email...my status went green/red/green so I don't know what protection level I actually have.

     

    Wednesday, December 19, 2007 1:09 AM
  • my service is valid until oct of 2008 but when i log on to billing it is expire there but inside the wloc window the service status is valid and showing the correct date and everything above all the service itself is working just fine green icon etc if it is a bug than it should be fix within few hours otherwise i think it is better to contact microsoft some how if anyone knows the phone number where we should call for the live one care billing questions???please post share it. otherwise i have one number where we can talk about this issue (it looks like a billing issue so i think it might work) the number below is for paid hotmail plus customers i will call on that number if the issue remains for another 24 hours but again if you guys know any number please post that number asap   thanks

     

     

     

    Customer Service
    (866) 672-4551 / (866) MS BILL 1
    Wednesday, December 19, 2007 1:45 AM
  • If you open OneCare and it has the banner message about being expired, and it just happened today, you are fully protected by OneCare. Hang in there, they are investigating what the cause is. I may not have an update until tomorrow and hope that they will have fixed it by then, so sit tight.

    -steve

     

    Wednesday, December 19, 2007 2:18 AM
    Moderator
  •  Mahraja wrote:

    my service is valid until oct of 2008 but when i log on to billing it is expire there but inside the wloc window the service status is valid and showing the correct date and everything above all the service itself is working just fine green icon etc if it is a bug than it should be fix within few hours otherwise i think it is better to contact microsoft some how if anyone knows the phone number where we should call for the live one care billing questions???please post share it. otherwise i have one number where we can talk about this issue (it looks like a billing issue so i think it might work) the number below is for paid hotmail plus customers i will call on that number if the issue remains for another 24 hours but again if you guys know any number please post that number asap   thanks

    There is no need to call if your status just went red and reports you are expired. Calling isn't going to fix it any faster as it appears to be a server problem.

    -steve

    Wednesday, December 19, 2007 2:21 AM
    Moderator
  • I, like all of you, have this same problem.

     

    It would be nice if someone could actually let us know how long this is going to last.... if they even know out there in cyber-land....

     

    After searching this darn website up and down for two hours, I still have not found a number to call... even if Stephen Boots says not to call. I want to give someone a piece of how I feel about this.

     

    I hope this gets resolved by the time I wake up in the morning... *stressed*

     

     

    Wednesday, December 19, 2007 4:06 AM
  •  

    i had already post the billing customer service number on the first page but that number belongs to hotmail plus customers but i think they can also help as it looks like billing error after all.. i think we all should wait a while steve is right lets wait a while it should not be somthing serious i am sure  as long as service icon remains green...
    Wednesday, December 19, 2007 6:39 AM
  • I recieved a notice that my one care account has expired, but the end date has not happened yet. The date is nov of 2008. I renewed my account back in aug with a new product key I got from a new program I bought. I have been a custmer since aug of 2006 and have always spoke highly about this program. I really want to renew this account. I tried to fix the problem last night and tried all options availble on the billing page. the only option was cancel my account. I clicked that and recieved a email stateing that I have cancelled my account. I need to have this reversed aswell.

    Wednesday, December 19, 2007 1:48 PM
  •  boomerz wrote:

    I recieved a notice that my one care account has expired, but the end date has not happened yet. The date is nov of 2008. I renewed my account back in aug with a new product key I got from a new program I bought. I have been a custmer since aug of 2006 and have always spoke highly about this program. I really want to renew this account. I tried to fix the problem last night and tried all options availble on the billing page. the only option was cancel my account. I clicked that and recieved a email stateing that I have cancelled my account. I need to have this reversed aswell.

     

    Yep It's a server problem I'm told 24hrs it'll be fixed.

     

    My account also expired.

    Wednesday, December 19, 2007 2:13 PM
  • What the Heck going on I just woke up to an expired account ???

     

    My account does not expire till 08/25/2008 What is going on here

     

    Update 7am the wloc subscription anvil has come crashing down on my subscription.

     

    Comment:

     

    The Latest: the server that supports Winsus and subscriptions has had a problem causing a big chain of events to happen first one care could not verify subscription thus thinking they were expired thus causing a renew affect software goes red Urgent Icon but the software running kind of I'm not inidicating good or excelent because 2.0.2500.10 is a mess although kind of running 

     

    One Care says give them 24hrs 

     

    I say Where's the backup server that suppose to kick in when these issues accure there is no reason for this kind of failure other than Poor planning poor management

     

    and Because of this Wloc got helpless support team that can't do squat when it comes to this kind of failure. 

     

    Paid subscribed users need to be treated better than this. Failures with a service like this current mess is unacceptable no excuses

     

    I think users with this issue should get free 12 months of Wloc basic subscription with free photo bakup

    The failures in software builds and now service failures. This stuff is not fair to the paid subscriber

     

    This needs to be addressed I'm fed up with it  

      

    Wednesday, December 19, 2007 2:16 PM
  • How did you find this out? I cant seem to get any other choise but this forum to get any answers. I wish I could call someone on the phone to get a answer. I cant find the number to call.

    Wednesday, December 19, 2007 6:21 PM
  • I understand your frustration, Mikro. I assume that this information you posted came from a contact you had with support. While I believe it is a server problem and more specifically the interaction between the subscription services and OneCare's subscription/profile server/database, I have not yet learned any details of the problem and I know that the OneCare team is working hard to get to the root cause and get it corrected for us.

    -steve

    Wednesday, December 19, 2007 6:47 PM
    Moderator
  •  Stephen Boots wrote:

    I understand your frustration, Mikro. I assume that this information you posted came from a contact you had with support. While I believe it is a server problem and more specifically the interaction between the subscription services and OneCare's subscription/profile server/database, I have not yet learned any details of the problem and I know that the OneCare team is working hard to get to the root cause and get it corrected for us.

    -steve

     

    I talked with some one but my trouble started after winsus failed to contact server then that's when my account got expired.

     

    I closed My wloc subscription bought new key it's being shipped via ups should be here in few days I did the 90 day subscription till the key gets here. My @msn.com account finally closed and my brand spanky new @live.com running One care finally Little re-install I enternet my @live.com and everything is green no more red icon. The bug glitch with the server on my xp second computer failed it's still relating to the closed messed up account subscription but the Key should fix that I'm pretty happy running version 2.0.2500.14 it appears I had an update issue with that old account I knew it was hosed over. It was stuck on version 2.0.2500.10

     

    Well that's todays big deal

    Thursday, December 20, 2007 12:11 AM
  • well the problem is still the same and my status icon is now red yesterday it was green but today it is not i dont know what is going on according to latest report onecare says give us 24 hours to fix it etc. .i am useing cable modem i was thinking to halt the internet traffic for a while but than i wont be able to get latest information on this issue SO I AM NOT GOING TO HALT THE INTERNET TRAFFIC NOTHING IS WRONG WITH THE ANTI VIRUS SERVICE WHY BECAUSE IN WINDOWS XP SP 2 GO TO THE SECURITY CENTER THERE YOU WILL SEE  THE ANTI VIRUS OPTION IS STILL GREEN AND REPORTS IT IS UP TO DATE THAT MEANS ANTI VIRUS IS UPDATING AND RUNNING . THE RED ICON THING IS JUST FOR THE EXPIRATION REMINDER OR SO.. I THINK WE SHOULD KEEP AN EYE ON THE SEC CENTER  UNTIL THEY FIX THE SERVER ERROR ........i dont know but i think it makes sense that the sec center is showing all 3 services running and up to date.so i am sure our machines are not at risk yet......

    Thursday, December 20, 2007 12:34 AM
  •  

    So what do we Do mine is Red and my account dont expire till oct of 2008 what should we do?? Mine is Red Do we let them fix it or what's the deal??? Some hep please????

     

    thanks

    Thursday, December 20, 2007 1:36 AM
  • I called Microsoft support and they did mention this is a problem they have escalated to the next support level and I'm not the only one with this problem. 

     

    They told me to call back after 24 hours, so I'll get an updated status tomorrow. 

     

    I hope they give us credit for all the days we are without any protection from spyware and viruses, also what if our PC's or laptops does indeed get infected during this big technical problem on their end?

     

     

    Thursday, December 20, 2007 1:55 AM
  • please keep calling them man and share the number with us by the way as long as sec center in xp sp 2 reports the anti virus is up to date and running we are fine all we have to do is to make sure it is updating daily. our computers should be fine ........

     

    Thursday, December 20, 2007 1:59 AM
  • To all,

     

    I received the same message and I called Microsoft LiveOne Care support.  They have escalated this issue to the next support level and told me to call back after 24 hours.  I'll get an updated status tomorrow and hopefully they can resolve the problem within this 24 hour period.

     

    I asked the support center specialist if they will gives us credit to our account since we are without protection from viruses and spyware during this expired period.

     

    Also, are they liable if our computers/laptops does indeed get a virus or spyware infection during this down time? 

     

    I believe they are not taking this issue seriously, because my opinion is why will they not have an answer until after 24 hours?

     

    My cancellation notice was on December 18th, so when I call back tomorrow, that actually will be two days of expired LiveOne Care protection.

    Thursday, December 20, 2007 2:05 AM
  •  Mahraja wrote:
    please keep calling them man and share the number with us by the way as long as sec center in xp sp 2 reports the anti virus is up to date and running we are fine all we have to do is to make sure it is updating daily. our computers should be fine ........

     

     

    I know that this seems like a bad problem and it certainly is annoying, but please do not call support for this problem more than once. Please revisit this thread for updates to the issue. Your subscription may appear canceled, but you are still *fully* protected. OneCare is still getting updates, the firewall and antivirus are still active. Backups and Tune-ups may not run at the moment, but I'm not sure on that.

     

    Anyway, the latest information that I have is that this is a top priority problem and it have many eyes looking at it. To the best of my knowledge, the specific cause has not been identified - which is why it still isn't fixed. I believe that the problem originates with a miscommunication between the OneCare servers and the Billing servers.

     

    Rest assured, the problem will be resolved, but, once again - your PC is still protected at this time by OneCare.

     

    -steve

    Thursday, December 20, 2007 2:20 AM
    Moderator
  •  Btcreations wrote:

    I called Microsoft support and they did mention this is a problem they have escalated to the next support level and I'm not the only one with this problem. 

     

    They told me to call back after 24 hours, so I'll get an updated status tomorrow. 

     

    I hope they give us credit for all the days we are without any protection from spyware and viruses, also what if our PC's or laptops does indeed get infected during this big technical problem on their end?

     

     

    Your PC is completely protected at this time.

    -steve

    Thursday, December 20, 2007 2:22 AM
    Moderator
  • I've learned my lesson and from now on I check the forums first before calling Microsoft.

     

    I spent almost 2 hours on the phone yesterday with Microsoft between being on hold and then trying to talk to some guy in the Phillipeans (I kept having to say I'm sorry, I can't understand you).  I finally got frustrated with him and hung up-

    I don't think he had a clue about the real problem and if I had done the "fixes" he suggested I would probably have even more problems.

     

    I'm having the same problem.....Someone on the post yesterday said they were told the problem should be fixed within 24 hours.  The 24 hours is up.

     

    When I go in on the start menu, control panel and security center it shows me green for firewall, updates and virus protection but I'm only going to take that with a grain of salt.  My WLOC icon still show red.

     

    I got the same email I yesterday saying me subscription was cancelled

    From:MICROSOFT *ONECARE(billing@microsoft.com)

     

    They should know who these emails were sent to and at least have the courtesy to send a new email letting everyone know it was a screw up on their end and give us an estimated time as to when the problem will be fixed.

     

    Thursday, December 20, 2007 3:00 AM
  •  Stephen Boots wrote:
     Btcreations wrote:

    I called Microsoft support and they did mention this is a problem they have escalated to the next support level and I'm not the only one with this problem. 

     

    They told me to call back after 24 hours, so I'll get an updated status tomorrow. 

     

    I hope they give us credit for all the days we are without any protection from spyware and viruses, also what if our PC's or laptops does indeed get infected during this big technical problem on their end?

     

     

    Your PC is completely protected at this time.

    -steve

     

    You need to inform your Indian chat support about this fact.  When I spoke with them asking the pointed question "Is my computer still being protected but just not getting updates?"  Their response was "We can't confirm that your computer is being protected" or similar unreassuring verbiage to that effect.  They did not acknowledge that it just stopped getting updates but the firewall and antivirus protection was still working.  Talk like that would make less computer-saavy people (the target market for this product) dive for the "uninstall WindowsLiveOneCare" button and plop in their shiny new Norton 360 CD into their drives.   

    Thursday, December 20, 2007 9:26 AM
  • Thank you for your posts about your support experiences during this issue. I've just sent an email asking for some sort of consistent and official communication about the problem. The last word I have on this from late yesterday was that they were close to identifying or had identified the case, but I don't know what action is/was required to fix it moving forward.

    I'm hopeful for some official confirmation soon.

    -steve

     

    Thursday, December 20, 2007 3:39 PM
    Moderator
  • Recently, I renewed my subscription and the account shows that the renewal was successful as the renewal date has been updated.  Microsoft billing staff has also confirmed this fact.  Unfortunately the OneCare service on my PC shows that the subscription has expired.  Related to this issue I have several questions:

    1.       Where is the relationship established between the billing information and the local PC?

    2.      How do I correct this problem?

     

    Thanks!  

     

    Thursday, December 20, 2007 3:41 PM
  • When did you renew your subscription? Did you renew before it expired on the PC? When you log in at http://billing.microsoft.com what is the status of your OneCare subscription? Does it show Expired, but show a future expiration date?

     

    Have you looked at this thread - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2572904&SiteID=2

     

    Did OneCare show expired within the last several days, but active before that and after your renewed the subscription? If so, the above thread applies to your situation and you will need to wait for the problem to be fixed by Microsoft.

     

    Did OneCare show expired immediately after OneCare updated to version 2.0 on your PC several weeks ago? If so, and your subscription shows as active/enabled on the Billing site, you will need to reinstall OneCare to correct this upgrade related bug that impacted you.

     

    -steve

     

    Thursday, December 20, 2007 3:50 PM
    Moderator
  • Steve My one care is Still Red what should i do? Leave it alone??? Reinstall it or what? Says i need to renew so it's a glitch in the system?? Let me know reply back thanks

    Thursday, December 20, 2007 4:25 PM
  • Leave it be for now. The problem is server side.

    -steve

     

    Thursday, December 20, 2007 4:48 PM
    Moderator
  • Steve,

     

    Thanks -- yes OneCare was working fine until a couple of days ago.  And yes it was working okay after I had extended the subscription.  So if I understand, Microsoft should be fixing the problem over the next day or two.

     

    Thanks again.

    Thursday, December 20, 2007 4:54 PM
  • I can only tell you that it is a top priority to get this problem fixed, but don't have any estimate on when it will be fixed. So, hang in there as your system is still protected. I'll merge this into the main thread...

    -steve

     

    Thursday, December 20, 2007 4:58 PM
    Moderator
  • I get this message form today too, it shows as expired online.

     

    I get the onecare subscription included with the Qwest DSL. Not good. Sad

    I was using Vista 64 bit trial, as the full version wasn't available for vista 64 yet, reinstalled it, same problem.

     

    Thursday, December 20, 2007 5:24 PM
  • Steve,

     

    Are you confirming that our PC's are still being protected?  However, if our PC's are still protected are the new virus and spyware idenities getting installed or are we outdated from the day this problem appeared going on three days now.

     

    I'm kind of disappointed that Microsoft that has so many analysts can't solve the problem within one day. 

     

    I bet if your payroll system had the same type of error and you needed to distribute checks the next day, the problem would be resolved.

     

    I still believe Microsoft is not putting their best efforts to resolve this issue. 

     

    I really believe in the Windows OneCare software and I always recommend this product, however your customer relations needs to be improved.

     

    Thursday, December 20, 2007 6:12 PM
  • Well this just seems to be getting better - I just received a new pop-up window that stated my cancelled (???) subscription had been cancelled (AGAIN?).  However two negatives do not make a positive - OneCare is still in the "red". 

     

    Hey maybe this is a Christmas thing - the icon used to be green, now it is red - at least we have "festive" colors to look at.  ...though I'm not in a very festive mood with Microsoft.

    Thursday, December 20, 2007 6:29 PM
  •  maine2008 wrote:

    Well this just seems to be getting better - I just received a new pop-up window that stated my cancelled (???) subscription had been cancelled (AGAIN?).  However two negatives do not make a positive - OneCare is still in the "red". 

     

    Hey maybe this is a Christmas thing - the icon used to be green, now it is red - at least we have "festive" colors to look at.  ...though I'm not in a very festive mood with Microsoft.

     

    I did a crazy thing I got a new Windows Live ID and loaded up a wloc trial which is working nice I even bought a new copy with key everything works for now no more red I canceled my old account offically which has a refund then I applied the refund to my purches of a new key While I wait for it to arrive I installed the wloc trial Whoa It works.

    Thursday, December 20, 2007 6:35 PM
  • We are in the process of reaching out to the limited number of subscribers whose accounts have been canceled due to a temporary glitch in our billing system, and will work directly with those effected to correct their account status and address any interruptions in the OneCare service they may have experienced.

     

    Thanks
    Kapil Rastogi

    Program Manager, Microsoft

     

    Thursday, December 20, 2007 6:38 PM
  • No one has reached out to  me... Frankly, we're getting pretty upset about this.  Please contact me immediately. 

     

    David

     

     

     

    Thursday, December 20, 2007 8:31 PM
  •  dhhirsch wrote:

    No one has reached out to  me... Frankly, we're getting pretty upset about this.  Please contact me immediately. 

     

    David

     

     

     

     

    Were all kind of in the same boat here Steve boots and others said just hang in there

     

    there working on this problem looks like a long holiday for the one care team. I hope to they get this fixed I'm on a trial afraid to add the new key I have till this is fixed.

    Thursday, December 20, 2007 8:39 PM
  •  Kapil Rastogi wrote:

    We are in the process of reaching out to the limited number of subscribers whose accounts have been canceled due to a temporary glitch in our billing system, and will work directly with those effected to correct their account status and address any interruptions in the OneCare service they may have experienced.

     

    Thanks
    Kapil Rastogi

    Program Manager, Microsoft

     

     

    Well, does that mean we just sit and wait for this to get fixed or are we waiting for an e-mail to arrive to tell us to actively contact billing/support to get this fixed like a bakery/deli number ticket system?  Did I hear someone say "NEXT!"? Smile

    Thursday, December 20, 2007 8:48 PM
  •  

    Frankly that sounds just damn hokey-  aparently they want me to feel better saying "limited number of subscribers" ... I don't know of anyone running onecare that isn't experiencing this situation- 

     

    oh well- not going to rant about it- just wish they'd correct this like yesterday.... 

     

     

    Thursday, December 20, 2007 9:11 PM
  • No one has "reached out" to me as yet.  Could there not be an email giving and estimate of the time required to fix the problem?  An apology?  An additional year added to the subscription?  I'm beginning to believe that the workers holiday has already started. 

    Thursday, December 20, 2007 9:54 PM
  • I'm going to post an announcement with what I know at this point, but I'll put it here, too.

     

    If your account was canceled this week due to the problem on the Billing side of the process, Microsoft will need to take some individual action to correct your account status. I do not know what the process will entail or any details of the contact. I'll either find out with you when my wife's account gets fixed or I'll try to find out beforehand and update the announcement.

     

    The specific number of customer accounts affected by the problem is indeed fairly small, but that is of little consolation to those impacted. The profile of the accounts with the problem involves the use of a retail product key to perform the renewal. Basically, my wife's account was opened in October 2006 with a retail product key and renewed in October 2007 with another retail product key, so it was affected.

     

    Please remember that your PC has not lost any protection due to the expiration within the last few days. The antimalware protection remained active as did the firewall. The program still received signature updates when available. When a subscription expires, there is a grace period before it shuts down to a limited functionality mode. I have not checked to see if a manual or scheduled Tune-up or Backup can be performed while the account is expired, but the other protection is most definitely active during the grace period.

     

    As a fellow customer I understand your frustration and believe me that I've been pushing hard to get an official statement. I am sure that the reason for the rather simple post from Kapil to the thread was the first official acknowledgment f the problem publicly was that they needed to understand the cause and the scope of the problem. As they come up with a permanent solution I expect that further information will be forthcoming.

     

    Please be patient while you await further details and thank you for your patience while the problem was being investigated.

     

    -steve

     

    Thursday, December 20, 2007 10:16 PM
    Moderator
  • Didn't this happen in 2.0 beta I remember a week wloc Beta was red for a week due to a error on the beta activation server side looks like a similar issue popped up on the production end. Whoops   

    Thursday, December 20, 2007 10:25 PM
  • I would like to contact Windows Live support on this issue. Do you have their phone number? I would appreciate you posting it. I can't find it anywhere.

    Thursday, December 20, 2007 10:30 PM
  • I just got off the phone with customer support and was told that problem would be fixed in 3-5 business days and that problem will be corrected automatically (icon will turn green when fixed). I was originally told 24 hrs and then 72 hours at first so who knows if 3-5 days is accurate. Also, no word on compensation for the glitch. I asked if I could just have another PIN. Technician said they tried that and it was cancelled just a few hours later.

     

    Thursday, December 20, 2007 11:10 PM
  •  

    People, Run!  Dump this Live OneCare garbage now.  I have 3 computers that have used this for over 2 years and now this happens and nothing from MS. Not even a drop dead or go to heck.  Everyone affected should be given a refund or a free year of service but that will never happen. How long do you think it would take billing to charge your credit card and give you a working key?  About two nano seconds and that is all it shsould take to fix those with the problem.    If you think you are protected, you are not.  I tested my systems and OneCare didn't see the test virus while in the RED state.  I dumped it on all 3 machines and opted for CA anti-virus package which also offers 3 licenses.  When I installed it, CA found one trojan and spyware threats.  This only after waiting 2 days for Acmed or whoever in Nepal to tell me this is fixed.  The only fix is those affected are getting screwed.  Remove LOC and at least install AVG Free so you have some protection. Then if you must go back to LOC (and you should if you have more than 10 months left cause you'll never see a refund) good luck getting the 90 day version to activate on your account. Myself? I have until 08/2008 but I will never go back.

     

    I have called tech support and was assured MS will call my home when this issue is fixed.  That will be a cold day in heck I assure you. MS calling me to see if my problem is fixed?  Heck, you can't even get a straight answer from them and the LOC help site is a joke. It takes you in circles as some of you here have found out.   This is just another example of how MS treats the little person that buys their products and until yesterday I was dumb enough to be one. BTW, my MAC Book Pro is on the way.

    Thursday, December 20, 2007 11:10 PM
  •  Emtronics wrote:

     

    People, Run!  Dump this Live OneCare garbage now.  I have 3 computers that have used this for over 2 years and now this happens and nothing from MS. Not even a drop dead or go to heck.  Everyone affected should be given a refund or a free year of service but that will never happen. How long do you think it would take billing to charge your credit card and give you a working key?  About two nano seconds and that is all it shsould take to fix those with the problem.    If you think you are protected, you are not.  I tested my systems and OneCare didn't see the test virus while in the RED state.  I dumped it on all 3 machines and opted for CA anti-virus package which also offers 3 licenses.  When I installed it, CA found one trojan and spyware threats.  This only after waiting 2 days for Acmed or whoever in Nepal to tell me this is fixed.  The only fix is those affected are getting screwed.  Remove LOC and at least install AVG Free so you have some protection. Then if you must go back to LOC (and you should if you have more than 10 months left cause you'll never see a refund) good luck getting the 90 day version to activate on your account. Myself? I have until 08/2008 but I will never go back.

     

    I have called tech support and was assured MS will call my home when this issue is fixed.  That will be a cold day in heck I assure you. MS calling me to see if my problem is fixed?  Heck, you can't even get a straight answer from them and the LOC help site is a joke. It takes you in circles as some of you here have found out.   This is just another example of how MS treats the little person that buys their products and until yesterday I was dumb enough to be one. BTW, my MAC Book Pro is on the way.

     

    Please!

    I have provided updates throughout the duration of the issue and will continue to do so. As I already explained, the focus was on trying to determine the cause and the scope and now, how to fix it. There is a post from the Program Manager for Activation within this thread indicating that a fix is forthcoming and it hinted at some form of compensation for the problem. Now, stop the panic nonsense until the details of the action are known.

    Despite your "test" your system is protected in the expired state. Is OneCare perfect? No. Is any A/V protection perfect? No. Is it possible that a dormant Trojan and other threats were found after you installed another product? Yes. Does OneCare detect and remove threats found after another product was removed and OneCare installed? Yes.

    -steve

    Thursday, December 20, 2007 11:25 PM
    Moderator
  • Open your WLOC, click on "help" on the top right corner, click on "Window live onecare help". It will open a web page. Select any topic on the left hand column. On the main page bottom right corner, you will see "get more help". Click on it, click on "get support" and check what you want to do. It will prompt you to sign in to your account. From there, you will select phone support and fill out some information. Then it will provide you with a 1800# to call. I have the same problem too. Called and was told to wait for 3 to 5 days for them to correct it.
    Thursday, December 20, 2007 11:26 PM
  • Everyone needs to Chill on this It's not going to make a fix happen any faster.

     

    It's the Holiday season Go do Holiday things and try again after New Years Things will surely be fixed by then.

     

    If your that worried try the wloc web safety scanner It still works.

    Thursday, December 20, 2007 11:59 PM
  • Microsoft didn't have a problem sending out email announcements with "Confirmation of cancellation of Windows Live OneCare".  It would have been the proper thing to do to send out emails announcing an error and an immenent solution!

     

    This is VERY poor customer service.  Microsoft led the charge promoting the dangers of viruses and online threats; it is their own words that have caused the panic.  I do expect some kind of compensation from the company - or I'll jump on the next version of something free-after-rebate during the post Christmas sales.  I'll save some money and my PC will gain back some processing power.

     

    Merry Christmas to all!

    Friday, December 21, 2007 1:05 AM
  •  maine2008 wrote:

    Microsoft didn't have a problem sending out email announcements with "Confirmation of cancellation of Windows Live OneCare".  It would have been the proper thing to do to send out emails announcing an error and an immenent solution!

     

    This is VERY poor customer service.  Microsoft led the charge promoting the dangers of viruses and online threats; it is their own words that have caused the panic.  I do expect some kind of compensation from the company - or I'll jump on the next version of something free-after-rebate during the post Christmas sales.  I'll save some money and my PC will gain back some processing power.

     

    Merry Christmas to all!

    The cancellation and renewal emails are automated.

    The identification of the affected customer accounts is manual.

    The solution is currently being tested.

    Assuming that the solution is successful, there will be compensation involved.

     

    Merry Christmas to you, too.

     

    Oh, and I do agree that Microsoft, and the OneCare team in this case, could do a better job at communicating the status of a problem once identified. Unfortunately, you get to hear a variety of answers from Support, posts from me, and panic from others.

     

    -steve

    Friday, December 21, 2007 2:34 AM
    Moderator
  • I would agree that MS should send out an email to explain. It would be easy to send it to everyone who got the cancellation notice.

     

    This also cancelled some of us that were on the Perpetual Beta. We were given a year of WLOC service for beta testing the product.

    Friday, December 21, 2007 6:05 AM
  • Steve,

     

    You keep mentioning that Microsoft should e-mail us about the problem, however, after three days, I'm still waiting for an e-mail to explain that there is a problem and they are working on it.

     

    Again, I repeat that just because all subscribers were not affected, this is not escalated to a priority one.

     

    I feel Microsoft is treating this as we can lose some customers and not worry about the majority that are protected.

     

    Why not issue a new license and maybe this will solve the problem?

     

    Like I said, in my previous post, I have subscribe to WLOC for two years and was satisfied with the product.

     

    How come when I click on the thread to this forum, I get a error message, "This Forums has already been merged into another forum or deleted, please see the notification in Announcement Forums".

     

    If your company does not want to get numerous phone calls, just send an e-mail to all those users who are affected by this problem. 

     

    You are making a lot of users very concern because although you say we are protected, you are not backing this up and sending an e-mail stating this is true.

     

    Friday, December 21, 2007 8:59 AM
  • Meanwhile Day 4 and still nothing.  I don't care what the Moderator says, don't trust LOC if it is RED.  If MS offers those affected by this something meaningful for our dissatisfaction on this issue, then I will eat crow.

    Friday, December 21, 2007 11:18 AM
  • btcreations wrote to Steve "If your company does not want to get numerous phone calls, just send an e-mail to all those users who are affected by this problem."
    Chill out. Steve is not working for MS, he is the end user like us and he is here to help us out, so do not blow up on him. Just  be merry and thing will be fine. Ho Ho Ho.

    Friday, December 21, 2007 12:21 PM
  •  Btcreations wrote:

    Steve,

     

    You keep mentioning that Microsoft should e-mail us about the problem, however, after three days, I'm still waiting for an e-mail to explain that there is a problem and they are working on it.

     

    Again, I repeat that just because all subscribers were not affected, this is not escalated to a priority one.

     

    I feel Microsoft is treating this as we can lose some customers and not worry about the majority that are protected.

     

    Why not issue a new license and maybe this will solve the problem?

     

    Like I said, in my previous post, I have subscribe to WLOC for two years and was satisfied with the product.

     

    How come when I click on the thread to this forum, I get a error message, "This Forums has already been merged into another forum or deleted, please see the notification in Announcement Forums".

     

    If your company does not want to get numerous phone calls, just send an e-mail to all those users who are affected by this problem. 

     

    You are making a lot of users very concern because although you say we are protected, you are not backing this up and sending an e-mail stating this is true.

     

     

    I have never said that "Microsoft should e-mail us." I think that they may send an email.

     

    It has been a priority one issue since it was first reported. Many people worked many long hours (and will continue to do so until it is resolved) to get to the bottom of it.

     

    The forums have been acting flakey, but it is possible that you clicked on a link to a message that I merged into the main thread.

     

    I don't work for Microsoft. I am a customer, like you, but one who answered the call for volunteers a few years ago during the 1.0 beta when the idea of a public forum was under consideration.

     

    I understand your concern. You *are* protected. I'll update the announcement shortly.

     

    Open OneCare, click on Change Settings. Click on the logging tab and click on create a support log. You will see text that indicates that your subscription is expired, but in the Grace Period.

    Also, open Control Panel, and click on Windows Security Center. It will show you that the firewall and antivirus protection are enabled.

     

    -steve

    Friday, December 21, 2007 1:06 PM
    Moderator
  •  Emtronics wrote:

    Meanwhile Day 4 and still nothing.  I don't care what the Moderator says, don't trust LOC if it is RED.  If MS offers those affected by this something meaningful for our dissatisfaction on this issue, then I will eat crow.

     

    I will be updating the announcement in a moment with more information with the following:

     

    "Open OneCare, click on Change Settings. Click on the logging tab and click on create a support log. You will see text that indicates that your subscription is expired, but in the Grace Period.

    Also, open Control Panel, and click on Windows Security Center. It will show you that the firewall and antivirus protection are enabled."

     

    As to the "compensation" - I can't provide any details, but I can tell you that I worked with the OneCare team last night and early this morning to test the solution. I am hopeful that it can be applied to all affected subscriptions. It appears that it will work, though it may mean you have to live in Red status until your system calendar date is 12/22/07 *and* the Billing system is updated to correct all of the affected accounts. I hope that an official announcement can be made soon about the compensation and the details of the solution, but since it is 5 in the morning in Redmond, I expect that we won't get any new details for several hours at least.

     

    Once again, assuming that my experience with my wife's account is what everyone with the problem will experience, it is very painless and requires no action on your part.

     

    -steve

    Friday, December 21, 2007 1:13 PM
    Moderator
  •  

    Thank you, Steve, for being so helpful.

     

    This forum is the only reason I have not had a panic attack because of my frustration with this situation. Seriously.

     

    So really, thank you for taking time out of your day to soothe the fears of the masses.

     

    Happy Holidays Smile

    Friday, December 21, 2007 2:00 PM
  • Yeah finally everything thing is Green and running Quiet If your still having issues Hang in there One Care fixin it

    Friday, December 21, 2007 9:44 PM
  • Does anyone know how (and when) Microsoft will be contacting us? I don't have the same phone number as I did when I got WLOC and I haven't gotten an email from them at all.

     

    It being the holidays and all, I don't think I'll be back to my home desktop computer until the 26th or 27th. Until then I'm using my laptop which also has WLOC and is red... any info would be much appreciated!

    Friday, December 21, 2007 10:20 PM
  • Steve

    Kudos & props to you from me as well. Microsoft should hire YOU!! You have done a great job of keeping everyone calm and collected. We really appreciate your going the extra mile for all of us beta testers.

    DryMartini

    Friday, December 21, 2007 10:21 PM
  •  Jeffry Martini wrote:

    Steve

    Kudos & props to you from me as well. Microsoft should hire YOU!! You have done a great job of keeping everyone calm and collected. We really appreciate your going the extra mile for all of us beta testers.

    DryMartini

     

    Same Here Microsoft been driving us nuts for the past few days

     

    But steves Held the fort down on this issue any ways

     

    Now things are starting to clear up Yippee

    Friday, December 21, 2007 10:24 PM
  • Ok I have my LOC back as "enabled" and it appears that MS extended the term from 1 yr today to 12/21/2008 which means they gave me over 4 months of service free.  That is reasonable and fair.  I will now go and sit down to my crow.  Anyone got some A-1?

    Friday, December 21, 2007 10:41 PM
  •  Sarai54 wrote:

    Does anyone know how (and when) Microsoft will be contacting us? I don't have the same phone number as I did when I got WLOC and I haven't gotten an email from them at all.

     

    It being the holidays and all, I don't think I'll be back to my home desktop computer until the 26th or 27th. Until then I'm using my laptop which also has WLOC and is red... any info would be much appreciated!

    Thankfully, the forums appear to be available again after almost 24 hours if misery. I managed to get a few posts in today, but...

     

    Anyway, if they do contact you, I expect that it will be an email in most cases. I am waiting for an update on the process that will be used to correct this.

    -steve

    Friday, December 21, 2007 10:56 PM
    Moderator
  • OK I just received a new email this pm 12/21..4:38 EST...This mail is confirmation that you successfully activated Windows Live OneCare on Friday, December 21, 2007. Which is an activation confirmatiion email. Now I am guessing that I will need the product key that I last used in October ?

    Maybe Steve Boots can help us out here.....

    Thank you Steve, in advance, for keeping most of us sane....

    Opps nevermind...all green, service is enabled and looks as though we were extended until 12/21/08. I find that fair. Now I hope that when I get upgraded to 2.0 that goes well.

    Thanks again to Steve Boots, moderator, and to all have a happy holiday season.

    Friday, December 21, 2007 11:09 PM
  • We have fixed the temporary glitch in our billing system. All impacted subscribers have a new subscription that extends until December 2008. It may take up to 24 hours for OneCare to turn green. If you still have issues after 24 hours please contact OneCare support.

     

    Our sincere apologies to you for this inconvenience and please rest assured that during the time your account was in a canceled status, the PCs covered by your subscription continued to be serviced and protected by OneCare.

     

    Thanks

    Kapil Rastogi

    Program Manager, Microsoft

    Saturday, December 22, 2007 12:17 AM
  •  Sarai54 wrote:

     

    Thank you, Steve, for being so helpful.

     

    This forum is the only reason I have not had a panic attack because of my frustration with this situation. Seriously.

     

    So really, thank you for taking time out of your day to soothe the fears of the masses.

     

    Happy Holidays

    You're very welcome and Happy Holidays to you, too.

    -steve

    Saturday, December 22, 2007 1:16 AM
    Moderator
  •  Emtronics wrote:

    Ok I have my LOC back as "enabled" and it appears that MS extended the term from 1 yr today to 12/21/2008 which means they gave me over 4 months of service free.  That is reasonable and fair.  I will now go and sit down to my crow.  Anyone got some A-1?

    I've got some A-1, where would you like it sent?  Only kidding, of course.

    I'm very happy that the solution that was proposed was able to work out and that Microsoft did the right thing by simply creating new subscriptions for all affected users.

    I've also been assured that they have taken steps to prevent this problem from happening again.

    -steve

    Saturday, December 22, 2007 1:19 AM
    Moderator
  •  CaptFred617 wrote:

    OK I just received a new email this pm 12/21..4:38 EST...This mail is confirmation that you successfully activated Windows Live OneCare on Friday, December 21, 2007. Which is an activation confirmatiion email. Now I am guessing that I will need the product key that I last used in October ?

    Maybe Steve Boots can help us out here.....

    Thank you Steve, in advance, for keeping most of us sane....

    Opps nevermind...all green, service is enabled and looks as though we were extended until 12/21/08. I find that fair. Now I hope that when I get upgraded to 2.0 that goes well.

    Thanks again to Steve Boots, moderator, and to all have a happy holiday season.

    Thank you for confirming that the solution was successful and required no action on your part. I included a bit in the announcement regarding the key. The key you used to renew in October is associated with the canceled subscription. The new subscription was created with a different key that you don't need as any future activations are always performed with the LiveID for your subscription. Should you ever need to contact support to remind you what your LiveID for the subscription is, your old key and/or your contact information is pretty much all they would need to identify your subscription.

    Take care, and Happy Holidays.

    -steve

    Saturday, December 22, 2007 1:23 AM
    Moderator
  •  

    Good Going One Care You re-activated my Old account now I got a confused Windows live One Care software. there goes my green status Brand new Windows Live ID brand new account and now it's messed up How the F do I fix this now. Looks like I'm going to have to call again.

     

    Update: I've called and re-cancelled that 7yr ID and the old wloc account  Don't MESS with it One Care

    Saturday, December 22, 2007 1:25 AM
  • I must give credit to MS for following up - somewhat - on this problem.  I received a telephone call message asking if my opened service request was resolved (had a little problem understanding the Far East accent - but got the info.)

     

    As a surprise another service request involving non-acceptance of another account's Product Key for renewal has now also been resolved.  I suspect that the two problems may have been related.

     

    All is green to go for 2008 - let's hope it goes a little smoother now .

     

    Saturday, December 22, 2007 1:48 AM
  •  

     WELL THATS WAT I WAS TALKING ABOUT THE SERVICE CAME BACK THE ICON TURNED GREEN AND I GOT 4 EXTRA MONTH OF MY SUBSCRIPTION NEW EXP DATE IS DECEMBER 21ST 2008 WOW NICE MOVE....I RAN THE FULL SCAN JUST IN CASE AND FOUND NO LIL VIRUS OR ANYTHING  IN SHORT THE ICON IS BACK TO GREEN WITH 4 EXTRA MONTHS OF SERVICE HANG ON YOU GUYS ARE NEXT heheheh.....
    Saturday, December 22, 2007 1:50 AM
  •  Mahraja wrote:

     

     WELL THATS WAT I WAS TALKING ABOUT THE SERVICE CAME BACK THE ICON TURNED GREEN AND I GOT 4 EXTRA MONTH OF MY SUBSCRIPTION NEW EXP DATE IS DECEMBER 21ST 2008 WOW NICE MOVE....I RAN THE FULL SCAN JUST IN CASE AND FOUND NO LIL VIRUS OR ANYTHING  IN SHORT THE ICON IS BACK TO GREEN WITH 4 EXTRA MONTHS OF SERVICE HANG ON YOU GUYS ARE NEXT heheheh.....

     

    Lucky You because I closed my affected account and started a new one I don't get nothing.

     

    I don't even get my 100 bucks 2 subscriptions from my old account refunded.

    and What I went out and did I went out and bought another copy and key of Windows live one care

    Saturday, December 22, 2007 1:52 AM
  •  

    UPDATE.. YESTERDAY i got an update  while the status icon was red it was version update and now i am running 2.0 2500.14 i think it was version 10 or 12 before the update.. i like to congratulate all fo you for having the service back on track along with the 4 months of service extension and my special thanks goes to steve offcourse in the end i would advise to run virus scan just in case and to make sure everything is cool i did and found nothing  well be well all of you and Happy Holidays ....

     

    so long

    Saturday, December 22, 2007 2:05 AM
  •  Mahraja wrote:

    my friend mikro i red your post when you said you closed the old id and made a new one just to get back the green icon i think it was a mistake because while we all had the red icon the service was running fine why because  of the daily updates and sec center report any way i think you better switch back to the old id man try that buddy did you try to switch back to the old  live id tell us man i think you can get back the old id and service with same 4 months service exten

     

    update. by the way i got an update yesterday while the status icon was red it was version update and now i am running 2.0 2500.14 it was 12 before ....

     

    To late now I killed that 7yr old p o s .net passport Windows live ID and the associated Windows live account My second computer returned to it's green status the only computer I had an issue with through this whole deal this week was my xp sp 2 home system The reason for killing off the old profile it had to many ghost or fragment junk associated with it that didn't need to be there It was time to start over which I did.

     

    My last version was the sick unhappy build of 2.0.2500.10 I've not seen or installed or was offered any other build till I re-installed via disc today and re-activated a new account. now I'm running the very much improved 2.0.2500.14 and everything is Quiet once again.

    Saturday, December 22, 2007 2:25 AM
  • you should have not kill the 7 years old id  i mean the best thing was to simply uninstall the software and re- install the trial version any way chill out man you have brand new service now forget lil things you did that to make your systems secure and i think it was real sensible thing that you did happy holidays to you buddy

    Saturday, December 22, 2007 2:44 AM
  • 24 hours after the "fix" I still am showing RED!

     

    I have contacted support but still haven't heard anything..

     

    When will this be fixed?

    Sunday, December 23, 2007 1:42 AM
  •  Mojavekroc wrote:

    24 hours after the "fix" I still am showing RED!

     

    I have contacted support but still haven't heard anything..

     

    When will this be fixed?

    Can you please do the following:

     

    1. Open OneCare and verify that the action to take indicates that your subscription is expired.

    2. Click on Check for Updates

    3. Sign in to http://billing.microsoft.com and verify that you have a subscription for OneCare listed as expired, but the date for expiration is actually a future date *and* that there is a new subscription for OneCare listed with an effective date of 12/21/07.

     

    If you are still not going to green on the PC and number 3 describes exactly what you see for you Billing account, you may want to consider reinstalling OneCare to get it to hook up to the new subscription for your account.

     

    If that is not what you are seeing, and support does not respond to your within the next 48 hours, please post the case number here, but realize that it may be longer before you hear from them due to the Holidays.

    -steve

    Sunday, December 23, 2007 4:49 PM
    Moderator
  • I tried that many times to no avail. I went to billing and it says "expired" but has a subscription end date of 09/07/2008

     

    Support sent me an email that really didn't sound too convincing:

     

    Dear James,

     

    Thank you for contacting Windows Live OneCare Support. My name is Frank and I will be working together with Eric Gong assisting you with this issue. For your reference, the case ID that we will use while working on this issue is xxxxxxxxxxxxx. You can contact us at xxxxxx@mssupport.microsoft.com or xxxxxxxx@mssupport.microsoft.com, by sending an email with the case ID in the subject line.

    From your description, I understand that Windows Live OneCare beta prompted that the subscription was canceled. However the subscription will expire on 09/07/2008. If I have misunderstood, please do not hesitate to let me know.

    I understand the inconvenience you have experienced. Please be assured that I will do my best to help you.

    James, this is a temporary issue, please understand that we neednt purchase it again and it wasnt canceled

    I can fully understand the inconvenience you are experiencing. I would like to let you know that this is a known issue after the recent update and our Product Team is working on this.

    If there is any update on this issue, I will inform you as soon as possible. If anything above is unclear, please feel free to let me know.

    Thank you for your patience.

    If anything in my email is unclear, please do not hesitate to let me know. I look forward to your reply.

    Best regards,

     

    Frank Gan

    xxxxxx@mssupport.microsoft.com

    Support Engineer

    Windows Live OneCare Technical Support

    ---------------------------------------

    Very Satisfied customers are our top priority

     

    Anyway, I will try to be patient and see what support will do to resolve this issue

    Sunday, December 23, 2007 8:26 PM
  • James, what did you try many times?

    You have the symptoms of the Billing problem from last week. Can you open OneCare, click on change settings, and then the logging tab and create a support log?

    Click on the link for miscellaneous in the log that opens in your web browser.

    Copy and paste the text from the first 20 or 30 lines of the miscellaneous section that should include some entries about checking for updates or entitlement.

     

    One last question - are you a Perpetual Beta member, by any chance? If you are, Perpetual Beta testers who encountered this problem have not yet had their subscriptions corrected and may be waiting until after the Holidays for this to be done.

     

    -steve

    Monday, December 24, 2007 1:45 PM
    Moderator
  • I tried updating many times. I am running the latest build.

     

    You are right, I am a perpetual beta tester.

     

    Support did confirm as you stated, that the problem, which nearly identical, will be fixed later this month.

     

     

    Monday, December 24, 2007 4:34 PM
  •  Mojavekroc wrote:

    I tried updating many times. I am running the latest build.

     

    You are right, I am a perpetual beta tester.

     

    Support did confirm as you stated, that the problem, which nearly identical, will be fixed later this month.

     

     

    Hi, James. You'll see a post in the private Perpetual beta newsgroup (available from Connect) that explains that the beta subscriptions will be fixed later.

    -steve

    Monday, December 24, 2007 5:04 PM
    Moderator
  • I did not cancell either.. I have been going round and round with these idiots.  I tried to access my Live ID but the password did not seem to work anymore.  How do you contact a rep on the phone?

     

    Wednesday, December 26, 2007 9:55 PM
  •  kootz wrote:
    I did not cancell either.. I have been going round and round with these idiots.  I tried to access my Live ID but the password did not seem to work anymore.  How do you contact a rep on the phone?

     

    You must sign in and be validated to reach support by phone.

    How to reach support - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

    If it fails to validate your subscription, select the option that you are using a trial or beta copy and you can proceed to email support without validation once you've signed in.

     

    -steve

    Thursday, December 27, 2007 1:21 AM
    Moderator
  • Your lucky, I just got an autorenw notice - forgot I auto paid, this porgram ruined my computer and they dont offer a link to cancel your service??? You have to go thru tons of pages to cancel - should be illegal
    Wednesday, January 9, 2008 6:20 AM
  • I had already cancealed (earlier this year) my subscription for windows one live care once it expires in Septmber 2008. I do not see the reason for the email reminding of fresh renewal.

     

    I followed the stated steps in the process of cancealation. So my desire should be respected and no charges should ever be submitted to any of my bank accounts.

     

    Thanks.

    NWABUEZE MERIFE.

     

    Wednesday, September 10, 2008 12:34 AM
  •  NWABUEZE MERIFE wrote:

    I had already cancealed (earlier this year) my subscription for windows one live care once it expires in Septmber 2008. I do not see the reason for the email reminding of fresh renewal.

     

    I followed the stated steps in the process of cancealation. So my desire should be respected and no charges should ever be submitted to any of my bank accounts.

     

    Thanks.

    NWABUEZE MERIFE.

     

    Check the status of the subscription by logging in at http://billing.microsoft.com with the LiveID for the subscription. If it shows that it is active, please contact support once again as they didn't cancel it. I suspect, however, that the email was sent in error.

    -steve

    Wednesday, September 10, 2008 5:56 PM
    Moderator
  • Well Steve, I subscribed to OneCare last month, paid the $49.95 and thought everything was good.  My OneCare says my subscription ends 10/21/2009.  That's right 2009 and not 2008.  Yet today I got the 'your subscription has expired' email.  I thought by now Microsoft would have fixed this bug as it is a HUGE bug.

     

    What are we to do?  Can't call, just get the run around.  No where to email, Microsoft support seems pretty bureid.  There is this blog -- can you offer help?

     

    Friday, November 14, 2008 7:13 PM
  •  forum.user wrote:

    Well Steve, I subscribed to OneCare last month, paid the $49.95 and thought everything was good.  My OneCare says my subscription ends 10/21/2009.  That's right 2009 and not 2008.  Yet today I got the 'your subscription has expired' email.  I thought by now Microsoft would have fixed this bug as it is a HUGE bug.

     

    What are we to do?  Can't call, just get the run around.  No where to email, Microsoft support seems pretty bureid.  There is this blog -- can you offer help?

     

    Sign in at http://billing.microsoft.com to confirm the status of your subscription. If it is correctly shown and OneCare on your PC agrees, ignore the email. If the subscription shows anything other than active when you sign in, contact support to get it straightened out.

    Did you have a beta subscription for the 2.x beta by any chance, using the same LiveID from earlier this year? If so, then the email was sent because all beta subscriptions would have been flushed in preparation for the 3.0 beta which I suspect is pretty close to being ready.

    -steve

    Friday, November 14, 2008 8:18 PM
    Moderator
  • When I log into billing, it says expired.  When I check the account activity, it says .....

    Unprocessed charges may not be shown for this period.

    Statement period:

    Current balance: $0.00
    Date Transaction description Details Type Amount Balance
    11/14/2008 Transaction -- Transaction $52.70 $0.00
    11/14/2008 Windows Live OneCare $49.95 View Transaction ($52.70)
    10/21/2008 Payment received. Thank you. -- Payment ($52.70) ($52.70)
    10/21/2008 Windows Live OneCare $49.95 View Purchase $52.70 $0.00
    Beginning balance: $0.00

    You can see from the above that on 10/21 purchase was made (I had the 90 trial version that I then purchased)  on 10/21 the payment was received.  I should have been good through 10/21 of 2009.  On 11/14, today, it lists the type of activity as "transaction".  I have no idea what "transaction" means other than I am now expired and should not be.

    About 20 minutes after I received the e-mail that I was expired, my OneCare shield went to red.  Not a good thing.

    When you say contact support to straighten it out, what would the URL or phone number be?
    Friday, November 14, 2008 8:41 PM
  • Sorry for the delayed reply.

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    Unofficial path - send me an email at sboots@mvps.org with a subject line including "OneCare" (to get past my spam filtering) and in the message body, tell me what country you are in, your forum nickname, and paste this link:

    http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=4129504&SiteID=2

    I am not online 24x7, so you may be waiting for a reply, but I'll do my best to hook you up with support.

     

    -steve

    Monday, November 17, 2008 1:31 PM
    Moderator
  • Has this problem been fixed yet? I renewed my subscription in July of 2008 when it expired... After a few months, it was saying that the subscription expired, but I ignored it since OneCare was still functioning (able to do backups, scans, etc) But now it is completely not working. I logged into billing and it says my subscription is cancelled. Are people still having this same issue?
    Tuesday, January 13, 2009 9:02 PM
  • Denise Giron said:

    Has this problem been fixed yet? I renewed my subscription in July of 2008 when it expired... After a few months, it was saying that the subscription expired, but I ignored it since OneCare was still functioning (able to do backups, scans, etc) But now it is completely not working. I logged into billing and it says my subscription is cancelled. Are people still having this same issue?

    Below is my "boilerplate" answer for subscription problems. Since you ahve checked the Billing site and it shows that it is canceled, I believe that you need to contact support to get this investigated and straightened out.
     

    If your subscription to OneCare shows incorrect or expired in OneCare

    • Check your PC date and time.
    • Check your subscription status by logging in with your subscription LiveID at http://billing.microsoft.com
    • Confirm that this is the same LiveID shown to be the Subscription ID in OneCare - Help/About…
    • Open OneCare and click "Check for Updates" to have OneCare check for updated credentials

    If your subscription is correctly shown at the Billing site, but incorrect in OneCare and your PC date and time are correct, please contact support.

    How to reach support (FAQ) - http://social.microsoft.com/Forums/en-US/onecareinstallandactivate/thread/30400b52-7f26-4ba0-bc18-17e305329d90

     

    -steve




    Microsoft MVP Windows Live / Windows Live OneCare Forum Moderator
    Wednesday, January 14, 2009 2:05 PM
    Moderator
  • same thing happnig to me glad i came on here i have tried to contact support but cant anyone know wat to do pleaseeeee let me know
    Tuesday, March 3, 2009 9:42 AM
  • munchkin62 said:

    same thing happnig to me glad i came on here i have tried to contact support but cant anyone know wat to do pleaseeeee let me know

     

    Unofficial path - send me an email at sboots@mvps.org with a subject line including "OneCare" (to get past my spam filtering) and in the message body, tell me what country you are in, your forum nickname, and paste this link:

    http://social.microsoft.com/Forums/en-US/onecareinstallandactivate/thread/ea346186-562c-4234-bb57-cd8c3f746d45#page:6

    I am not online 24x7, so you may be waiting for a reply, but I'll do my best to hook you up with support.

     

    -steve




    Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator
    Tuesday, March 3, 2009 10:51 PM
    Moderator
  •  wtf is going on i renewed the other month now its telling me i canceled it jesus i know Bill has lost some money but ripping us off by making us pay again is taking the pis* anyone  know what we can do, talk about not being able to contact them to report the problem its a total fecking scam if you ask me.
    Friday, March 20, 2009 12:43 AM
  • ray Brizell said:

     wtf is going on i renewed the other month now its telling me i canceled it jesus i know Bill has lost some money but ripping us off by making us pay again is taking the pis* anyone  know what we can do, talk about not being able to contact them to report the problem its a total fecking scam if you ask me.



     

    If your subscription to OneCare shows incorrect or expired in OneCare

    • Check your PC date and time.
    • Check your subscription status by logging in with your subscription LiveID at http://billing.microsoft.com
    • Confirm that this is the same LiveID shown to be the Subscription ID in OneCare - Help/About…
    • Open OneCare and click "Check for Updates" to have OneCare check for updated credentials

    If your subscription is correctly shown at the Billing site, but incorrect in OneCare and your PC date and time are correct, please contact support.

    How to reach support (FAQ) - http://social.microsoft.com/Forums/en-US/onecareinstallandactivate/thread/30400b52-7f26-4ba0-bc18-17e305329d90

     

    -steve


    Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator
    Friday, March 20, 2009 1:39 PM
    Moderator