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New Member

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14 Messages

Tuesday, June 15th, 2021 5:59 AM

Closed

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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42 Messages

2 years ago

Has anyone else tried to download AT&T internet security suite powered by McAfee?

Note: This comment was created from a merged conversation originally titled AT&T internet security suite powered by McAfee

Community Support

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221.6K Messages

Hi @kdk105, we are happy to help with AT&T Internet Security Suite powered by McAfee.

 

We have a great support article on AT&T Internet Security Suite powered by McAfee.

 

  • Keep your computer safe and running smooth. Learn about all the great features of AT&T Internet Security Suite powered by McAfee.
  • If you’re an AT&T Internet or DSL customer with a connection speed of 3Mbps or higher, you can download Internet Security Suite free.

If you have any additional concerns, please feel free to reach out to us.

Thank you for contacting us on AT&T Community Forums!

 

Lafayette, AT&T Community Specialist

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*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.

New Member

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42 Messages

Just to give an update. I called AT&T and spoke with them, and then they put thru to McAfee.  From what I understand there is a system problem at this time. The English download link not directing to right page to download AT&T internet security suite.  They said working on the issue

Community Support

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221.6K Messages

Thank you for providing us with that information @.

Please allow our security team some time to fix the link location. 

If you have any other questions or concerns feel free to reach back out. Thanks for choosing AT&T, Have a wonderful day!

Qudus, 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.

New Member

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34 Messages

Has not worked for at least a week.  Have a new PC and cannot get it protected.

New Member

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34 Messages

How many devices can be protected with AT&T Security Suite?  I just talked with someone at what is supposed to be Tech Support at 855-920-0146 and he said that only 1 device is covered that is why I am just being being redirected to McAfee.com.  I am not convinced of his response. When I right click on the “English Download” it is supposed to go to an AT&T site but redirects to the McAfee paid site.

New Member

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2 Messages

2 years ago

I am trying to download the Mcafee Internet Security Suite to a new computer. I have ATT Internet 24 (24 mbps) which is supposed  to qualify but when I click the download site and click on English language, the page jumps to a Mcafee subscription page. There is no link for the ATT free Internet Security Suite download.

Any suggestions?

Note: This comment was created from a merged conversation originally titled Unable to download free McAfee Internet Security Suite

New Member

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30 Messages

Hey @raceler 
Let's see if this works for you.
  • Try opening a new private window in Firefox. 
  • Then login to your myatt account
  • Make sure you are logging into the main account for your qualifying internet service.
  • Once logged in then open the page to download the McAfee suite.

Here is why..  AT&T uses OAUTH and cookies.  You may be authenticated using a different account. Like if you payed your cell bill last etc. The browser will hold the credentials.  This will cause a conflict when trying to download McAfee.

If this does not work. Make sure you do not have any browser security plugins enabled.  Some of these will block the scripts from properly running.

Let me know if this helps.

-- Lukz

New Member

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42 Messages

Call AT&T and/or McAfee.  I spoke with AT&T and McAfee last week..  When I called they said they were working on the issue

New Member

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34 Messages

I have been having the same problem.  I tried your solution without any luck.

Community Support

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221.6K Messages

@Sandeman

 

This issue has been escalated and our team is currently working on a resolution. We ask for your patience in the meantime.

 

If you need assistance with anything else, let us know.

 

Thanks for contacting the AT&T Community Forums team.

 

Aminah, AT&T Community Specialist

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*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.

New Member

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12 Messages

Having the same issue.  Takes me to the McAfee web page which doesn't recognize any of my ATT info.  ATT needs to fix this.

New Member

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5 Messages

2 years ago

When I click on get att security suite it takes me here https://www.mcafee.com/en-us/index.html 

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

ACE - Expert

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33.2K Messages

Hey, ATTHelp!  Please help with THESE posts!!!

[ 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.

New Member

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81 Messages

I am having the exact same issue on my MacBook Pro. I have MacOS 11.4 on an Intel device that meets the minimum requirements. After multiple attempts, I disabled my subscription and started over. This is what happens (with screenshots.)

1. I click on "Submit" to reinstate my subscription to AT&T Internet Security Suite Powered by McAfee that supposedly comes with my AT&T Fiber subscription.

2. I click on "English download."

3. I am then automatically redirected to McAfee's website. Am I missing something? Am I supposed to sign up for a McAfee account? What is going on with this? I've seen posts in the AT&T community forum asking this exact same question over 7 months ago that have STILL not been answered. Can someone at AT&T take the finger out and address this please?

ACE - Expert

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33.2K Messages

For several weeks before it started doing this, the installation file you downloaded just wouldn't work (on Windows, at least) and McAfee would log on and manually install.  McAfee apparently is having issues holding up their end of the bargain with AT&T. 

I don't know, maybe the deal has expired and AT&T forgot to tell anyone.  Regardless it is a "known issue" within AT&T.  But what difference that makes I don't know.

[ 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.

New Member

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5 Messages

I finally got the McAfee Internet Security Suite from AOL. If you have an AOL email address they will rent it to you for$4.95 a month.

Community Support

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221.6K Messages

2 years ago

We'd be happy to help you regarding internet security suite, @pdsupport.

Have you attempted to access the install internet security suite webpage using another browser?

- To reinstall your subscription without paying the full price, we may need to access your account in MacAfee's main home page. 

- If you have an account with McAfee, please log in or create one. From there you will have access to MyAccount in MacAfee's webpage. 

- You will be able to download the security service from there after entering your account ID and password.


Let us know if this helps. 

-Qudus, AT&T Community Specialist. 

New Member

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2 Messages

2 years ago

After having the "go around" with ATT Tech Support and not getting any answers yet, I decided to post. We have four accounts of McAfee, we uninstalled from one computer to place it into a new computer. We have done this before WITH NO ISSUES.  Low and behold we logged in, we "got it," then used the "English download" button and VOILA.. we're in a McAfee website where it wanted us to PICK A PLAN..  Before it is asked: No, our login name and password will NOT WORK in the McAfee site. We don't need a new plan, we need the download to work properly from the ATT site. ATT needs to LOOK AT THE PROBLEMS associated with the download buttons directing people to the McAfee site instead of being able to download seamlessly.  As I said we've done this before WITHOUT problems. Not only that, we used to able to see the McAfee accounts we have..but nope.. no more.  We are paying a whole lot of money for a whole lot of runarounds.  ATT told me it was a McAfee problem..it's not!  Please check out your download site and repair as soon as possible.  Thank you!

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

ACE - Expert

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33.2K Messages

I believe that AT&T's web site is sending you to a URL on McAfee's website that at one point resulted in a download of the application.

I think McAfee has changed things, because for a while that would download, but it would not install.  Now apparently, it redirects to the plan sign up page.  

Now, did McAfee tell AT&T that you need to redirect to a new URL and AT&T hasn't done it?  Can't say.  But I also can't say this is 100% AT&T's fault until I know that it was them that dropped this ball.

[ 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.

Community Support

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221.6K Messages

We understand how frustrating this can be and we're here to help with your MacAfee, @jemaasch.

 

 

Here is more information on how to install AT&T internet security suite. Scroll down to the Install Internet Security Suite section and try using the link provided there and let us know what happens. 

 

 

 

Elmi, AT&T Community Specialist.

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ACE - Expert

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33.2K Messages

Hey, Elmi, did you actually try that article out for yourself to see if it worked?  Did you notice that this user has successfully followed the McAfee procedure several times in the past?  

Do you understand how frustrating it can be when someone throws at you the same instructions you've already followed and acts like they've done you some favor?

I have tried the instructions in that article.  I, too, got to the main McAfee page.

Several people have posted the exact same thing in the past 4 days.

Please, Elmi.  Make yourself useful.  Somehow.

[ 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.

Community Support

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221.6K Messages

Let’s verify your account to continue here in social media. Click this link and log in with your myAT&T User ID and password: http://sm.att.com/8f10c26d If you have any troubles logging in, please let me know.

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.

New Member

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7 Messages

AT&T knows they have an issue.  I've installed the software on two PCs over the past few years and need to download to reinstall on one of them.  Over the past month I've been unable to download and was getting the run around.  I spoke to both AT&T Tech Support and McAfee Tech Support.  AT&T opened a ticket with McAfee (but the issue was already known by AT&T).  Finally McAfee directed me back to their AT&T counterpart who acknowledged that their download link does not work and has been broken for quite some time.  The McAfee site does not recognized the AT&T login credentials so it's either an account validation issue or related.  AT&T would only say they're working on it and to have patience with no ETA.  This type of answer is baffling in the tech support world where this is considered a service affecting issue, and should not be taking months to fix or provide a work around.  BTW, while troubleshooting with AT&T we verified that my currently installed McAfee s/w is confirmed as "subscribed" meaning the app is properly validating my account.  Fixing the login/download issue should not be that hard.  It would be nice if the "Help" users on this forum would take some ownership to check within their own company for details of the issue and status rather than reading from a script to follow the download instructions that they could easily verify as broken.  We need an ETA for resolution.

New Member

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4 Messages

2 years ago

https://www.att.com/support/article/u-verse-high-speed-internet/KM1010110

Yesterday I called 1-800-528-2020 and asked for help getting the McAfee Internet Security Suite

free version down loaded to my desktop computer. I've had the suite on 3 Windows 7 computers

for several years and for some unknown reason McAfee just disappeared. 

The 4 different people that I talked with were very helpful but were unable to solve the problem.

My internet speed is 75Mbps and works perfectly.

When I access the link above and click on the GET IT I am sent to the download window.

I then choose the (English version) and then I get a new window with all the offerings but

not a free one like it says in the link above & in the video.

Why is this not available & why doesn't anyone there have any idea either.

Note: This comment was created from a merged conversation originally titled McAfee download does not offer the free use for ATT internet as stated in the ATT support video

ACE - Expert

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26.2K Messages

CS is 1-800-288-2020.  Is that the number you called?

Shoutout to everyone who can remember their childhood phone number but can't remember the password they created yesterday.  You are my people.  😊

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.

New Member

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4 Messages

Yes I called -- 1-800-288-2020

Sorry I fat fingered prefix 288 with 528

I noticed it almost immediately but didn't know how to edit it.

New Member

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42 Messages

2 years ago

Has anyone been able to get the AT&T Internet security suite downloaded lately?  I've been trying for about a week and a half to reinstall on one of my computers, and still can't get it to work.  When I spoke with AT&T and McAfee last week, they said there was a system issue.  Just wondering has anyone has been able to get things to work with regard to this?

Note: This comment was created from a merged conversation originally titled AT&T internet security suite powered by McAfee

New Member

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2 Messages

2 years ago

Mcafee stopped working with the message that: "Subscription ended 1865 days". I went to the AT&T site to re-download mcafee and the link just redirects the browser to the mcafee site. I called Mcafee & a tech logged into my computer but the same thing happened to him & he told me to contact AT&T. AT&T had me clear my cookies several times in a row but that didn't work either. I uninstalled mcaffee but it still hasn't fixed the problem. Mcafee contacted me again & though it might be a problem with AT&T verifying my subscription or a problem with the website....this is Mac OS 11.4

Note: This comment was created from a merged conversation originally titled Mcaffee Stopped Working-"Subscription ended 1865 days ago"-AT&T download link doesn't work

Community Support

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221.6K Messages

Hi, @yorgle, we're happy to address your issue with McAfee.

 

We're currently working on a solution to the trouble customers are having with downloading McAfee.

 

Some customers have got it to download using an incognito tab and making sure they're signing in with the primary credentials for their account.

 

If you have any other questions or concerns, let us know.

 

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.

New Member

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42 Messages

Could you explain further about downloading with incognito tab and signing with primary credentials to their acct?  McAfee doesn't recognize AT&T sign-in credentials when I tried it

New Member

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42 Messages

Nothing is working for me to download or view my acct.  Earlier today AT&T told me I could only download a total of 4 times.  Since we have had this service for many years now, I am sure I have download the 4 times.  McAfee and AT&T website says can have installed on up to 4 computers.  McAfee still says link broken, and AT&T technical support not very helpful.

New Member

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14 Messages

2 years ago

Hi Qudus,

I have tried on 3 browsers (Chrome, Firefox, and Safari) and on all three it does not work. I get to the page that says the following with a button for "English Download" (not pictured below) and upon clicking on that picture it takes to the default mcAfee site.

I have also created an account on McAfee and logged in and tried the entire procedure again. No success.

Help is appreciated.

Community Support

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221.6K Messages

2 years ago

@pdsupport

 

Try the following workaround: put your browser on incognito mode, then go to att.net/ISS and sign in with your AT&T user ID.

 

Let us know how it went.

 

Aminah, AT&T Community Specialist

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