Avast Internet Security - unable to install on 2nd PC

Avast Free Antivirus / Premium Security
1

I bought the 3 PC version and installed it with no problem in my XP PC but couldn’t install it on my W7 PC. I rang Avast and they tried to install remotely but failed. They then told me I needed to remove Windows Defender (which can’t be done - it was already disabled) and my PC was infected. They said a technician would clear all of this and install for 179 (not sure whether £ or $) which is unacceptable. I installed Avira free with no problems.

I have been waiting for a response to my online support request since 16 June. How do I go about getting a refund as thiis obviously of no use to me?

2

if your PC is infected, and you want free removal help…

follow instructions here https://forum.avast.com/index.php?topic=53253.0
attach (not copy and paste) Malwarebytes / OTL / aswMBR logs

make sure you save OTL log as ANSI and not Unicode

3

Sorry Pondus, you misunderstand.

The point is that Avast telephone support said my PC was infected but it isn’t. The software will simply not install. They say I need to pay them a further 179 (£ or $) for them to install it. I am not prepared to pay this son the software is of no use to me. My question is simply - how do I get a refund?

I posted a message with Avast support online on 16 June and, so far this has been ignored.

4

The phone support is NOT from avast, it is a third party doing that and they can’t be trusted.
Is/was there another av/malware remover on the system?
If so which one(s) and how did you remove them?
Are you getting a error when trying to install avast?
If so, what is the exact error?

5

Report your experience to Adam Riley: riley[at]avast[dot]com

6

Eddy

That’s very interesting, thanks for that information.

I previously had MSE but uninstalled that prior to the attempted installation of Avast. I can’t remember what the error message was but the telephone helpline (which I thought was Avast) couldn’t install it remotely either. Avira (free) installed without any problem.

Asyn

I have emailed Adam Riley as you suggested. Your help is greatly appreciated.

7

You’re welcome.

8

Have you used the Fixit tool 50535 to remove MSE?
There may be leftovers that are causing the problem.

If you want to remove avira:
http://www.ache.nl
Links and tools to remove (old) av’s.

9

Eddy

Thanks for the suggestion but that’s not the problem. Avira installed effortlessly.

Finally, after about 3 weeks of messing about, Avast have agreed to refund my money.

10

Too bad you have not tried my suggestion.
I really would like to have this problem seem solved.

11

Eddy

I appreciate your help but I had already removed MSE and installed Avira. I would have thought that, if MSE was causing the problem, I would have had the same thing with Avira.

I am very disappointed that Avast seemed unable/unwilling to help.

12

haynesgeoff,

We are willing to help you. I think you misunderstood Eddy. He was trying to tell you that the people who asked you for money claiming to be Avast are NOT avast; emailing Adam and putting in a support ticket was a good thing. Even quicker help is coming here to the forum.

Since you already uninstalled MSE and installed Avira, would you like help in uninstalling Avira and installing Avast? I am willing to help you.