AT&T Community Forums

Unable to Install AT T Internet Security Suite

Hi,

I am unable to install the ATT Internet Security suite (aka McAfee Antivirus suite). Following are the details.

1. I have a windows 10 computer, which had a previous version of McAfee (also through ATT internet and expired). I uninstalled it using instructions on the KB article page (uninstalled from Control Panel, used pre-install tool and MCPR tool).

2. Navigated to "Download AT&T Internet Security Suite powered by McAfee" page

3. Took me through the login page and eventually to the download link page

4. Upon clicking "Download Security Suite" it takes me to generic McAfee landing page with "Buy" options (no prompt for downloads).

5. Verified that we qualify for the free version and compatibility

25+ Mbps Internet Plan
Computer has 8GB RAM
Updated to latest security patches for Windows 10

Tried many 6+ times with slight variations and no luck!

Responses

T

TopBillins

New Member

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2 Messages

3 years ago

After I sign and and make my way to the ISS download link and click it, I am immediately redirected to the McAfee page and prompted to select a paid plan. This was happening to me over 3 months ago and I was told it was a known issue and should be resolved shortly. I tried for 2 more weeks after that and finally just gave up. Here it is now over 90 days later and I have a new PC and not able to download this. Is anyone else having this issue and can someone help?

Note: This comment was created from a merged conversation originally titled Trying to Download the Internet Security Suite and it redirects me to the McAfee page and asks for payment...WHY???

1

ATTHelp

Community Support

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232.8K Messages

Hi, @TopBillins, we hope to have this resolved soon.

In the meantime, you can access a free McAfee trial here.

We appreciate your patience.

Thank you for reaching out to the AT&T Community Forums team.

Aminah, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

3 years ago

0

P

pevo

New Member

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12 Messages

3 years ago

I have a new computer and wanted to install the McAfee Security Suite. I have tried multiple times over the last two days and EVERY time it sends me to the McAfee website where the only option is to buy the software. I had a free trial pre-installed but had to remove it for the AT&T version. Hah, now I'm stuck with Windows Defender. I have seen multiple threads on this subject and they all give the same form letter response. Yes, I have tried two different browsers, Edge and Chrome, no difference. The software should not be that temperamental. AT&T needs to fix this problem once and for all!

Note: This comment was created from a merged conversation originally titled Can't Download McAfee Security Suite

1

0

OttoPylot

ACE - Expert

•

24.8K Messages

I think it's also an issue McAfee as well. Both don't seem to be working together to get it resolved.

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3 years ago

0

rwj10

Tutor

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13 Messages

3 years ago

Is Mcafee still free for ? Trying to download and install but it wants me to buy.

Note: This comment was created from a merged conversation originally titled Is Mcafee still free?

2

0

JefferMC

ACE - Expert

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35.8K Messages

It's supposed to be free. AT&T still advertises it as included with Internet service.

However, something is wrong in the handoff between AT&T and McAfee and has been for months. I've been told many times it'll be fixed "soon." My "soon" is much shorter than AT&T's "soon."

I'd recommend you find something better and pay for it, but that's just my opinion. :)

[ Be advised that you've posted on a community forum primarily peopled by other customers. I am not an AT&T Employee. An AT&T Customer Support rep may or may not ever reply to your post. ]

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

3 years ago

0

Juniper

ACE - Expert

•

32.5K Messages

Best to keep to your original thread about McAfee issues. Otherwise responses can go all over the place and you lose info.

Issues with McAfee download | AT&T Community Forums (att.com)

mcafee | AT&T Community Forums (att.com)

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

3 years ago

0

M

MiamiGuy305

New Member

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1 Message

3 years ago

Just followed up with ATT customer support. Still no solution, they're still saying to download the free trial version which lasts for 30 days and you can renew the trial up to a total of 90 days.

0

C

chrystal2883

New Member

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2 Messages

3 years ago

login not working to get free software only free trial

Note: This comment was created from a merged conversation originally titled How do I get McAffe software?

1

0

JefferMC

ACE - Expert

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35.8K Messages

Join the club of users who have tried to access their "free" subscription for the past 5 months. Download the free trial and hope that AT&T and McAfee get their crap together before it expires.

Or find better software, even if you do have to pay for it.

[ Be advised that you've posted on a community forum primarily peopled by other customers. I am not an AT&T Employee. An AT&T Customer Support rep may or may not ever reply to your post. ]

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

3 years ago

0

rwj10

Tutor

•

13 Messages

3 years ago

It has been month and I still get message from support they are working on the problem with the download of McAfee where it takes you to a page to purchase the product. If I stop paying my bill for months they would cut you off. So tired of support, if they can not handle the job go flip hamburgers

Note: This comment was created from a merged conversation originally titled Issues with McAfee download

3

0

OttoPylot

ACE - Expert

•

24.8K Messages

It’s an issue between McAfee and AT&T, not just AT&T alone.

___________________________________________________________

AT&T Cell Booster Technical Guide by OttoPylot

Cellular Booster Guide by OttoPylot

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

3 years ago

0

rwj10

Tutor

•

13 Messages

I agree but AT&T is the company that needs to resolve the issue, they are the one's who provide their customer with the software. After spending a lot of time with AT&T yesterday and then I was told they are have been working on this problem for 7 plus months and their solution was to install trial software from McAfee which I had already done as was told to do in the past. Trial is only good for 30 days.

3 years ago

0

Juniper

ACE - Expert

•

32.5K Messages

Mutiple threads about issues with McAfee

mcafee | AT&T Community Forums (att.com)

Is Mcafee still free? | AT&T Community Forums (att.com)

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

3 years ago

0

J

jasonsimson

New Member

•

2 Messages

3 years ago

For the past month, I've been trying to download the AT&T Internet Security Suite, but the link just takes me to McAfee's website. Haven't been able to find where to download the product that AT&T says should be included.

Note: This comment was created from a merged conversation originally titled AT&T Internet Security Suite

0

C

cnort5tx

New Member

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2 Messages

3 years ago

We are having the same issue. According to the response from AT&T below two months ago, this should be resolved "soon". When is "soon"? Free trial has long since run out.

0

C

cnort5tx

New Member

•

2 Messages

3 years ago

We are having the same issue. According to the response from AT&T below two months ago, this should be resolved "soon". When is "soon"? Free trial has long since run out.

0

rtyargh5

New Member

•

81 Messages

3 years ago

Unfortunately, at this point, I think the only recourse AT&T Internet and/or AT&T Fiber customers have is to get governmental regulators involved. @user_in_FL has the right idea…file a complaint with the FCC. A complaint could also be filed with the FTC since AT&T is clearly offering a product to its customers that it is not providing…it doesn’t matter whether this service is provided by a 3rd party or not, AT&T is offering it for free to its Internet and Fiber customers. They have the option to simply stop offering the service and advertising it as a free feature to Internet customers if they can’t realistically provide the service. They have chosen to continue offering it and advertise it as a free feature, but have not actually provided it. That is wrong and subject to intervention by the government. The other option customers have is to consult a legal professional. This issue seems to be perfectly suited to be resolved through a (Edited per community guidelines). Those are the options. AT&T customer service and McAfee customer service are either unable or unwilling to help anyone with this problem. This has been clearly demonstrated in this thread.

(edited)

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