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New Member

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14 Messages

Tuesday, June 15th, 2021 5:59 AM

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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!

New Member

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1 Message

3 years ago

Maybe we should switch to Comcast and when they ask why we are switching we should say - 

" I'm sorry for any inconvenience this may cause, but a simple problem like this should have been long ago fixed.  You say you appreciate my patience, but a multi-billion dollar company that can't fix a customer issue like this does not deserve the loyalty of its customers especially when they lie and mislead us. If you have any other questions or concerns, I don't care ! 

New Member

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36 Messages

3 years ago

Eantenoff,  AT&T really does not care if you switch to another carrier.

New Member

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15 Messages

3 years ago

I too am having the same problem.  Once I attempt to use the "Get it" link (https://uversecentral3.att.com/uvp/myhome/mam/ISS) on this page: https://www.att.com/support/article/u-verse-high-speed-internet/KM1046931 I am taken to https://uversecentral3.att.com/uvp/myhome/mam/!ut/p/a1/hc67DoJAEAXQb6GgZYc3sVsJQWCVqIWwjQGDgAGWLCv8vkgsLHxMNzdncgdRlCDaZWNdZqJmXdY8d2qdI001wIiA-JqKARNPDY_xTnXBnEE6A_gyGP7dnxBdiOvjjWETAH9vrCGwt3HkHRwdAusFflSEiJYNy5d3U9zlulMiyotrwQuu3PkcV0L0w0oGGaZpUjIhlAtrZfjkKzYIlLwx1LcJ3MxmJFiSHn8toMk!/dl5/d5/L2dBISEvZ0FBIS9nQSEh/ where I am presented with an "English Download" or "Spanish Download" Option.  There is also an "Account Manager" link.  I used to be offered a serial number and an installer program for AT&T Internet Security Suite now I an presented with the McAfee page when clicking on any of those links.   The download on that page isn't AT&T Internet Security Suite, rather McAfee Live Safe.

Please help me download AT&T Internet Security Suite It works beautifully on all of my computers , except the new one which I cannot seem to install it since I cannot download the installer.  Please help. 

(edited)

New Member

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15 Messages

3 years ago

I too am having the same problem.  Once I attempt to use the "Get it" link (https://uversecentral3.att.com/uvp/myhome/mam/ISS) on this page: https://www.att.com/support/article/u-verse-high-speed-internet/KM1046931 I am taken to https://uversecentral3.att.com/uvp/myhome/mam/!ut/p/a1/hc67DoJAEAXQb6GgZYc3sVsJQWCVqIWwjQGDgAGWLCv8vkgsLHxMNzdncgdRlCDaZWNdZqJmXdY8d2qdI001wIiA-JqKARNPDY_xTnXBnEE6A_gyGP7dnxBdiOvjjWETAH9vrCGwt3HkHRwdAusFflSEiJYNy5d3U9zlulMiyotrwQuu3PkcV0L0w0oGGaZpUjIhlAtrZfjkKzYIlLwx1LcJ3MxmJFiSHn8toMk!/dl5/d5/L2dBISEvZ0FBIS9nQSEh/ where I am presented with an "English Download" or "Spanish Download" Option.  There is also an "Account Manager" link.  I used to be offered a serial number and an installer program for AT&T Internet Security Suite now I an presented with the McAfee page when clicking on any of those links.   The download on that page isn't AT&T Internet Security Suite, rather McAfee Live Safe.

Please help me download AT&T Internet Security Suite It works beautifully on all of my computers , except the new one which I cannot seem to install it since I cannot download the installer.  Please help. 

(edited)

New Member

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1 Message

3 years ago

This is one of the most ridiculous things I have ever heard of when it comes to the internet and customer service. Months and months and months go by and nothing has changed. The ATT process for downloading McAfree Internet Security simply DOES NOT WORK. 

Here is what customers actually need to do. First, download the trial version of McAfree Total Security. Once that trial is over, contact McAfree support (I used their chat) and explain to them that ATT doesn't have their stuff together and you are unable to download the security software that comes with the service you are paying ATT for. The McAfee support rep should be able to help extend your trial for one year. 

(edited)

New Member

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4 Messages

3 years ago

Apparently ATT has no interest in fixing an issue that is over five months old. 

Call the AT&T Executive Customer Support line at (877) 574-8832.

The main ATT number is 210 821-4105.

Also mail a letter to:

John Stankey CEO
AT&T Corporate Office

208 S. Akard Street, Dallas, TX

75202

(edited)

New Member

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4 Messages

3 years ago

Just got ATT Fiber and having the same issue. Like OP I checked that I have all the requirements:

Windows 10

25+ mbps internet

Updated to latest updates for W10

I even uninstalled my last security suite software and browser extensions from my computers AND even deactivated the licenses from my last provider. And also did try on another browser.

What should I do? Contact McAfee??

New Member

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4 Messages

3 years ago

I too have the exact same issue as everyone here so I sent a complaint email to the ATT CEO and got a call back from his secretary (10/28/2021). She said the she was going to have someone look into it. Later that day I got a call from ATT Executive Support and he said that he was going to get me a McAfee license for a year. He said that he was going to look into getting the download issue. We shall see.

(edited)

New Member

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4 Messages

3 years ago

UPDATE:

Called ATT and got the whole issue resolved... in an hour and 27 minutes total including wait time. The ATT rep got on the phone with McAfee. After all we did, they concluded that this is particularly an issue if you use Google Chrome. They gave me the, "We're working on it" answer and McAfee gave me 13 months free and I would be contacted via email when ATT has everything working.

Thanks for this thread

New Member

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12 Messages

3 years ago

Don't hold your breath. 

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