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Bruce ChantBruce Chant 

AVG Internet Security reverts to AVG Free

I have been using AVG Internet Security without any issues for many years and have a valid AVG Internet Security licence recently renewed for a further two years.

However, recently, following an update, my AVG Intenet Security product keeps getting replaced with Antivirus Free Version.

This first occured after an automatic update installed ZEN, with the original licence 'disappearing' and the product stating that it was going to expire in 29 days.

At that point, I decided to completely unistall (using the AVG Removal tool) and redownloaded the Paid version of AVG Internet Security and reinstall.

Upon installation, it asked for my product licence and installed successfully. However, despite using the proper AVG Internet Security files from the AVG site, it installed as the AVG Antvirus Free, so I went to the 'support' area in the product and placed my licence again. The application restarted and then showed as AVG Internet Security with two years remaining as it should.

However, folloing every update, it always goes through the following :

A pop up with "AVG AntiVirus Free - Congratulations, Your licence is now activated, and your new AVG Internet Security can now be installed"
and another with "AVG AntiVirus Free - Application restart is required for licence change to take effect."

Actioning the first pop up always causes the install to fail with error code "Error code: 0xE001F90F Description: Set mode (2)"
Both options always revert the product to AVG Antivirs Free.

I've always recommended AVG, but having now spent many hours trying to sort this out, this situation is absurd. Why on earth would you force an update that renders existing licences invalid and why would a product downloaded and activated with a valid licence, revert back to a free version following an update.
Balasubramanian SBalasubramanian S (Avast) 
Hello Bruce,

Sorry for the inconvenience caused.  
We request you to try running the below AVG remover tool and install the paid version of AVG Internet Security.
1) To download the AVG remover tool please click on this link: http://aa-download.avg.com/filedir/util/AVG_Remover.exe
2) Run the downloaded tool and follow the instructions displayed on your screen.
Balasubramanian SBalasubramanian S (Avast) 
3) Your computer will be restarted automatically. After the restart, AVG Remover will finish the uninstallation.
NOTE: Once the AVG Remover Tool has done with its process. Please go to the C drive and look for a folder named as "AVG Remover" and I request you to delete it manually.

To download, install and activate AVG Internet Security program please follow the instructions mentioned in the following article: http://bit.ly/1DXPL5z .
We couldn't locate your license records, so If the issue persists again, please contact our technical support via https://support.avg.com/support_contact_form?l=&retUrl=support_sales to get further assistance.
Bruce ChantBruce Chant
Did you actually read what I wrote? Already sated that I ran the remval tool and reinstalled using the paid version.

QUOTE ....
At that point, I decided to completely unistall (using the AVG Removal tool) and redownloaded the Paid version of AVG Internet Security and reinstall.
UNQUOTE

I have done all that several times in the exact order in the instructions, but it always has the same result. In fact, just did this again a few minutes ago.....ran the update and it reverted to free.

In relation to your support.... I tried the support option, but no matter what browser I use, I just get a contstand 'loading', so nothing much relating to AVG is working right now.
Balasubramanian SBalasubramanian S (Avast) 
Yes, I did read that you have used the remover tool already but I requested you to try using our 2016 remover tool once.
Thank you for trying it once.
If there are huge volumes for our support it will take some time for you to get connected to our chat support. We request you to try again connecting to our chat support, you should be getting it.
Also try from a different browser. Your patience is much appreciated.
Since you have already tried our remover tool, I have sent you the email instructions to get our additional support.
Please check for the email on spam or junk folders if it is not present in the inbox.
Bruce ChantBruce Chant
I used BOTH available tools several times. 

Tried the entire process wilh each tool individually and then ran one after another in different orders..

I sat on the chat page for 45 minutes... still nothing.  Will try again, but can't just sit and wait forever.



 
Balasubramanian SBalasubramanian S (Avast) 
Sorry for the inconvenience caused.
We really appreciate your efforts and patience.
Right now we are experiencing huge volumes for our remote support and that is the reason it is taking more time.
We request you to try connecting after an hour and do let us know the status of it.
MY NMY N
Hi Balasubramanian, I also face the same problem. The AVG Internet Security 2016 of my computer keeps reverting to AVG AntiVirus Free Edition, even though I have run AVG remover tool, installed the paid version of AVG Internet Security and activated it.
Balasubramanian SBalasubramanian S (Avast) 
Hello MY N,
Sorry to know that you are facing the same issue.
We request you to contact our technical support using this link: https://support.avg.com/support_contact_form?l=&retUrl=support_sales so that they can verify your account and assist you better.
Thank you.
Bruce ChantBruce Chant
I never did get a resolution to my issue.  All I got was 'contact the reseller', who was confirmed as a legitimate reseller by AVG. The reseller in turn contacted AVG, who told him that I should contact them.  Ridiculous.  In the end, I decided to dump AVG altogether and move to another provider..I had been using AVG for years and had recommended it to a lot of my clients over the years..

If it had just been this issue, I would have stuck it out, but AVG had been fast going downhill for a while. The software is now far too bloated, installs too many side-applications and often forces unwanted updates.  It's also VERY difficult to uninstall completely and cleanly, even using the separate removal tools that they provide. I maintain a network of computers in several countries for other people that have had long running subscriptions from AVG (whom I originally recommended to them), but have now persuaded them all to remove it and use alternative (and now far better) services.
Balasubramanian SBalasubramanian S (Avast) 
Hello Bruce,

We sincerely apologize for the inconvenience caused.
In our last reply we asked you to try connecting to our remote support.
Did you successfully get connected to our remote support or you faced issues in connecting to them?
Bruce ChantBruce Chant
I did eventually, but as I said, all I got was 'contact the reseller'.

It's not important now anyway. I will no longer use or recommend any AVG services to my clients due to the fiasco that ensued.

 
Balasubramanian SBalasubramanian S (Avast) 
Thank you for confirming that you got our remote support.
When you get connected to our remote support you shouldn't have got redirected to contact the reseller.
We apologize if that AVG product did not meet your expectations. Our main goal is to keep our customers happy.
AVG carefully monitors the quality of our products and the service we provide, therefore we take this as serious and work on it and make sure that this doesn't happen in the future.
MY NMY N
Hi Balasubramanian, I have tried to contact your technical support via the link since last Saturday, 23 July 16, but to no avail.
AravindhAravindh (Avast) 
Hello MY N,
We are sorry for the inconvenience caused. Due to huge volume in our technical support you aren't unable to get connected with us. No need to worry, we are here to help you on this platform. Could you please explain the exact issue which you are facing with AVG so that we can assist you further? Also we kindly suggest you to contact once again with our technical support through this link https://support.avg.com/support_contact_form?l=en_US and also pleas make a note of your AVG Voice technical support:
United States +1 925 732 4274
Great Britain +44 (0) 800 085 3496
Australia +61 1800 230 463
New Zealand & Pacific Islands+61 2 8015 2133
Thank you.
MY NMY N
Hi Aravindh,

It’s the same problem that Bruce Chant experienced earlier on.
 
I previously used AVG AntiVirus Free. Last week, I bought a license of AVG Internet Security 2016 from a local reseller and tried to upgrade the AVG AntiVirus Free of my computer to AVG Internet Security 2016. But the new programme keeps reverting to AVG AntiVirus Free Edition itself following every update. At the same time, the following pop up message will appear on the screen.
 
"AVG. AntiVirus Free
Congratulations
Your licence is now activated, and your new AVG Internet Security can now be installed
Install Now"

Pop-up

The problem persists even though I have run AVG remover tool, installed the paid version of AVG Internet Security and activated it.
 
Balasubramanian SBalasubramanian S (Avast) 
Hello MY N,

We are sorry to know that you are facing the same issue as Bruce.
We request you to follow t he instructions provided by Aravindh to contact our Technical support so that they can verify the account and then help you further.
Thank you.
Vivienne SimmonsVivienne Simmons
I wasn't sure where to post this information but, even though this thread is old, perhaps someone will see it and be helped by it.
I, too, had the experience of my paid AVG reverting to the free version.  I did the usual uninstall via Windows, uninstall using the AVG uninstall tool, and reinstall paid version, but it continued to revert.
Then I tried opening up the free version, clicking on My AVG and then on My Subscription (at some point I had to log in to AVG, but can't remember exactly where - it will be obvious).  Anyway, this action activated my AVG and I've had no problems since.
In fairness, this procedure is referenced on the website and I had simply not read it properly.
However, I'm disappointed that AVG's help was of no help at all.  The first thing the technican did was to run some software to check something on the disk, and he pointed to an item that had a message: missing *.dll, and said it would have to be fixed before AVG could be made to work, and that I'd have to pay about $200 for two weeks of support or about $300 for a year of support if I wanted him to do it.  I chose not to do this as who can afford to pay every computer component supplier a support fee!  As it turned out, the fix he suggested had nothing to do with the AVG problem, and I'm wondering why he didn't, as a first step, ensure that I'd activated AVG as above.
I have rebooted my notesbook several times since applying my fix and all is good so, hopefully, I won't see the free version ever again.
Santhosh PannerselvamSanthosh Pannerselvam (AVG)
Hello Vivienne,

We are sorry for the experience you had with AVG.

We could see that you have contacted the AVG GO, which is our paid support.

It seems that you have successfully installed your paid subscription.

However, if you still need any help you can contact our free Customer support https://support.avg.com/SupportArticleView?urlname=Contact-AVG-Support
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