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

J

jhorvath

New Member

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4 Messages

3 years ago

AT&T McAfee is unavailable to download. It opens up in McAfee web site to purchase.

Note: This comment was created from a merged conversation originally titled Specifically when will AT&T McAfee be available to download Not "soon" WHEN will it be available.

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ATTHelp

Community Support

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232.8K Messages

Hi, @jhorvath!

We hope to have this resolved soon. In the meantime, you can access a free McAfee trial here: https://download.mcafee.com/molbin/iss-loc/directmtponeclicktrial/1.0/1316/1.0.100.1/mcafee_trial_433.0207.3919_key.exe

We appreciate your patience

CalebP, 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

J

jhorvath

New Member

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4 Messages

https://download.mcafee.com/molbin/iss-loc/directmtponeclicktrial/1.0/1316/1.0.100.1/mcafee_trial_433.0207.3919_key.exe comes back.............NOT FOUND.

3 years ago

0

ATTHelp

Community Support

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232.8K Messages

Hi, @jhorvath!

We hope to have this resolved soon. In the meantime, you can access a free McAfee trial.

We appreciate your patience

Marc, 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

R

RoyWaller0553

New Member

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2 Messages

3 years ago

I had to reload my Windows 10 program and now you are saying that I

am not qualified for the free version. I am running the light guide 1000 mhz system on my personal computer.

Note: This comment was created from a merged conversation originally titled Mcaffee virus scan program

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ATTHelp

Community Support

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232.8K Messages

Let us help you figure out why you're unable to perform the McAfee virus scan for free, @RoyWaller0553.

Please answer the following questions so we can figure out what's happening and what your next step should be:

What is the exact message that you get when trying to run the scan?
Was the McAfee security suite already installed on your computer?
Did you update Windows 10 recently?

We'll be awaiting your response!

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

M

Meric

New Member

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5 Messages

3 years ago

Notice ATT Customers. Tim, an ATT employee made a comment that the McAfee disaster would be resolved, "soon". His comment was three plus months ago. The issue isn't resolved. Please, register your complaint with ATT McAfee Escalation Team and or contact the President and CEO of ATT by email ATT President/CEO. I have. You will get a response from the Executive Escalations Service Representatives. They were helpful though they can only address the technical issue for you they cannot resolve it however, maybe it will help get this long term issue with McAfee resolved. The ATT McAfee is always an issue but great when it works. McAfee Web Advisor is great when it works as well but again, always an issue not working fully. Meric

(edited)

0

S

Sandeman

New Member

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36 Messages

3 years ago

I filed a complaint with the FCC and the Office of the President has called and graciously provided me with another 90 day trial version that turned out to be only 30 days. Telling me that the problem will be resolved by the end of it. It all just a song and dance show. I am convinced that absolutely no one is working on this trouble, otherwise it would have been repaired by now.

DO NOT HOLD YOUR BREATH FOR A SOLUTION SOON!

0

sean8102

Scholar

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162 Messages

3 years ago

"We appreciate your patience as we work on this and reach back out to us with any other questions or concerns. "

Lol this has been going on for at least 8 MONTHS. That's more than just being patient. That's putting up with a issue a company dose not care about because fixing it doesn't help make them more money.

Bet if their payment system went down so autopay wasn't working it would be fixed a little quicker than 8+ months haha.

Also "reach back out to us with any other questions or concerns". Why? So you can ignore whatever the problem is for over half a year?

I don't want McAfee on my system but if you're gonna list it as a free perk for having your internet service you should... actually, offer it.

(edited)

0

P

pdsupport

New Member

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14 Messages

3 years ago

Can someone share a reliable way to send email to the CEO of att?

Contacting executive support didn't get me any response.

Sending emails to the CEO and copying the FCC would be a good way to raise the visibility.

The months of waiting only leads to disengagement and perhaps lost customers.

0

M

Meric

New Member

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5 Messages

3 years ago

You can reply to the CEO, President John Stankey however it goes to an Executive Customer Relations person.

It won't hurt for everyone to bombard this email address and the FCC as John Stankey will get wind of it.

(edited)

0

P

pdsupport

New Member

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14 Messages

3 years ago

Will send an email and report back

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silvernblack

Tutor

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33 Messages

3 years ago

I am trying to download and install the AT&T Internet Security Suite, which is supposed to come with my new Fiber connection, however it keeps sending me to buy it. I don't want to BUY it if it's part of my AT&T Fiber deal.

Any pointers on what's going on here?

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

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JefferMC

ACE - Expert

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35.8K Messages

AT&T and McAfee have been running around like headless chickens since at least April on this and no solution is yet in sight. AT&T's current recommendation is to install a free trial of the McAfee software with the assurance that this will be worked out before that free trial expires. That recommendation was first made in July...

[ 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

silvernblack

Tutor

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33 Messages

Thanks for your response..... that sounds like a crock to me. Why advertise it if they don't do it? I did not realize it had gone on that long. That is about ridiculous. I just installed the same offer by COX, for a friend on COX internet, and it came right and loaded and activated. This does not make any sense.

3 years ago

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JefferMC

ACE - Expert

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35.8K Messages

I'm assuming it has something to do with McAfee wanting validation of the AT&T subscriber and AT&T not being able to provide it in a way McAfee wants. It used to work fine. Now it doesn't.

[ 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

A

Amandabergeron839

New Member

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6 Messages

3 years ago

Ive tried downloading the app several times but I keep getting kicked off! I cannot make outgoing calls but everything else send to be working fine. Can someone please help!!

Note: This comment was created from a merged conversation originally titled App problem

7

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sandblaster

ACE - Expert

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64.7K Messages

What app are you talking about and what does not being able to make outgoing calls have to do with digital life? I suspect you are in the wrong forum.

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

T

The63kid

New Member

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2 Messages

Having this issue forever. Hasn't worked for months (you get redirected to the McAfee home page), and can't get a solution.

3 years ago

0

ATTHelp

Community Support

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232.8K Messages

We want to look into why you're unable to download an app and successfully make outgoing calls, @Amandabergeron839!

In order to assist and reach a resolution with your experience we just need a little more info.

What app are you trying to download and what is the make and model of your device? Some apps may be outdated and require the developer to provide a newer version that is compatible with later device models, or if you have an older device, the app may be incompatible with your phone.

We invite you to visit Troubleshoot wireless call trends to find out what to do when you can't make or receive calls on your wireless phone. Some of the provided tips like software updates can help with your device's inability to install apps.

Give this a try and let us know how this worked for you!

Lar, 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

A

Amandabergeron839

New Member

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6 Messages

I was trying to download the at&t app. And I called the customer service number and despite the guys strong accent, he was able to fix it where I can make calls now so thank u so much for your help.

3 years ago

0

ATTHelp

Community Support

•

232.8K Messages

Were so glad to hear that you were able to get all of your concerns resolved, @Amandabergeron839.

Please don't hesitate to reach back out to the community again in the future, if you'd like to seek further assistance for your inquiries.

Thank you for your time!

Lynn, 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

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pdsupport

Unable to Install AT T Internet Security Suite

jhorvath

ATTHelp

jhorvath

ATTHelp

RoyWaller0553

ATTHelp

Meric

Sandeman

sean8102

pdsupport

Meric

pdsupport

silvernblack

JefferMC

silvernblack

JefferMC

Amandabergeron839

sandblaster

The63kid

ATTHelp

Amandabergeron839

ATTHelp

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