AT&T Anti-Virus link not working

AT&T and McAfee are totally clueless and can't find their (Edited per community guidelines) with both hands.  This problem has been going on in one form or another for months yet nothing has been done except for McAfee redirecting from the download page (which produced a non-operable download) to a service order page.

We're definitely here to help you download AT&T's Internet Security Suite, @vince1357.

We require that you sign in to to download the security suite powered by McAfee. 

Please make sure your PC meets these minimum operating system requirements:

• Microsoft Windows 2000 with Service Pack 4 or higher.
  
  
• Windows XP with Service Pack 1 or higher.
  
  
• Windows Vista and Windows Vista Service Pack 1 personal computer with Pentium-compatible processor 500MHz or higher, 256MB RAM or higher, and compatible with 32- and 64-bit systems
  
  
• Windows 7 or higher.

Let us know if this helps or if you have any additional questions.

Qudus, AT&T Community Specialist.

Qudus... That link DOES.  NOT.  WORK.

I followed that link.  I clicked Get it.  I logged in.  I clicked "English Download", I went to this page:

That you would answer this thread with that reply shows that I am right about what I said above.  It would be laughable if it weren't so sad.

Qudus,

Link does not work. I have spent hours on phone with AT&T support. They have opened a case with McAfee. The problem is somewhere between AT&T and McAfee. That every tech at AT&T I have talked to starts at the beginning of the script as you have above is an indication of a dysfunctional support organization. 

@JefferMC 

I did about an hour of troubleshooting with McAfee on 6/25/21 trying to figure this out. I found the McAfee customer support agent to be very thorough with a genuine willingness to help. Once every possible fix had been attempted, I initiated a chat with AT&T customer support. I told the McAfee agent (who stayed online to chat with AT&T with me) not to expect anything from AT&T customer support and I guaranteed they would be nowhere near as knowledgeable and helpful as he had been. Once AT&T came online and I told them the issue, they responded with "There's currently an outage for that and we're working on it. Bye." They lived up to my description of them to the McAfee guy perfectly.

I THINK I may have discovered the solution to this whole AT&T Security Suite problem. When I had Fiber installed, they recommended that I download the Smart Home Manager app. In addition to basic home network monitoring/speed testing/wifi settings, its appears there is this new "AT&T Internet Security" provided in the Smart Home Manager app's settings. This is also available on desktop/laptop computers via the "myAT&T" website. This security doesn't have the interactive features of the AT&T Security Suite, but I think it's meant to be a replacement for McAfee available to Fiber customers with BGW210 or BGW320 Wi-Fi® Gateways. See screenshots and the support article link here: https://www.att.com/support/article/u-verse-high-speed-internet/KM1399140/?authNState=Y&haloSuccess=true

What do you think? Is this AT&T Security Suite's replacement and all the AT&T internet customer support reps just didn't read their memos?

@rtyargh5 , did you post something about the same time as BlueWaveEd?  I have a notification you did (including some of your text), but it's not here now.  Did you delete it?  Did AT&T hide it?

@JefferMC 

Actually, yes I did. I thought maybe I had solved the McAfee puzzle and suggested that maybe the AT&T Security provided in the Smart Home Manager app was meant to be a replacement for the AT&T Security Suite. I was wrong though. I found a support article dated May 2021 in which AT&T recommends downloading the Security Suite to complement the security in Smart Home Manager.

Yeah, I don’t know WHAT happened to my comment. I had it all organized with screenshots (you know the way I like to do lol) and everything and then it was just gone. Not the first post that’s disappeared on me, either. I DID describe my AT&T chat support experience exactly the way it happened. Maybe AT&T was offended by an example of the customer support they provided me. Who knows?

I did file a complaint with the Better Business Bureau and made sure to mention this issue has been going on without resolution for over 7 months. 9 times out of 10 when you make a complaint that way, things come to the attention of “higher ups” that have both the power and the will to get things fixed…unlike what happens in the bowels of customer service where major issues can go unaddressed for over 7 months. “Just get creative with your reasons why it doesn’t work and get em’ off the line!”

I'm probably starting to grate a little on the AT&T staff on this one, because I've been hounding them on it multiple times a week for two or three weeks now.

I'm not doing this for me, because I think the McAfee software is a resource hog that's not very good at its job.  But people want it, AT&T is advertising it and it should be available.  If it's not going to work, then they should say so and not just route you around between sites wasting your time.  And support needs to understand that the users are following the published procedures, but the published procedures are not working.

@JefferMC 

Are you my doppelgänger? Seriously, your last comment could very well have been posted by me. I can’t stand when companies think their customers are really so stupid that they can’t follow directions. If people in customer support would just listen to what the customers are saying and then try to duplicate the problem themselves, they wouldn’t have to go home everyday feeling demoralized from people yelling at them all day. They’d probably make a lot more sales too with a lot less effort.

I hate to say this but the average customer has not followed directions.  It's not really a bad idea in general to assume that they haven't.  ("My TV screen is dark.  It won't turn on. -- Is it plugged in?  -- No! It wasn't! You're a genius.") However, once an issue like this occurs, the support staff needs to be informed that the issue exists and that they need to back off that assumption.