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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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10 Messages

3 years ago

att.net/iss used to download ATT-McAfee ISS but now it just goes to the standard McAfee website where the only options are standard paid plans. att.net/iss also used to have a link to manage my ISS use, particularly to disconnect a retiring computer and install the program on a new one. That link no longer exists. Is this all part of a grand plan to make ISS dysfunctional or just random incompetence.
Note: This comment was created from a merged conversation originally titled att.net/iss no longer downloads ATT-McAfee or provides management

Community Support

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232.1K Messages

We appreciate you taking the time to make sure that we are aware of the issue and want you to know that technicians are already working toward a resolution as quick as possible. We apologize for this inconvenience.

 

If you have any questions, please let us know.

 

Thank you for contacting AT&T Community Forums. 

 

Raiden, 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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10 Messages

Thank you for responding. One possibly useful clue is that my ATT online account required me to change my password recently. McAfee wants me to log in with the user name and password that I originally (years ago) used to register the product and it doesn't accept me with either the new or old password. In the past I managed my ISS at an ATT-McAfee website but perhaps this connected to a behind-the-scenes McAfee account.

Tutor

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33 Messages

3 years ago

Ok... so my free trial was expiring today after a month.  I logged onto the McAfee website and contacted them for technical support via chat.  I told them that I had AT&T Fiber and that I was supposed to have free access to the Security Suite and that the free trial was expiring today.

After verifying that the Free Trial was still loaded on my computer the Technician then guided me through 2 steps (in coordination their support and whatever they were doing at their end).  

After they had set it up .... then I had to verify my subscription (right click on Icon in lower right) and then subsequently accept that the program was going to make changes to my computer.

This extended my subscription for a year.  The individual mentioned that it was an ongoing issue with AT&T.  

New Member

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2 Messages

3 years ago

I'm getting error messages as I try to log in to get internet security suite. Error code 205.4
Note: This comment was created from a merged conversation originally titled Download internet security suite

Community Support

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232.1K Messages

We appreciate you taking the time to make sure that we are aware of the issue and want you to know that technicians are already working toward a resolution as quick as possible. We apologize for this inconvenience.

 

Raiden, 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.

Tutor

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12 Messages

3 years ago

Why can't I download ATT McFee security? link to download takes you to McAfee site and they want $.

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

Former Employee

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32.9K Messages

its been an issue for over a year and at&t nor mcaffee can figure out the issue

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

New Member

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2 Messages

3 years ago

Same issue still exists. AT&T's "solution" is to call McAfee 866-622-3911 and give your ATT account then they will give you a 1 year download link.

ATT still says it is a McAfee issue, but they are working on fixing it ASAP. Over a year broken is not ASAP. I doubt anyone is actually working on making it work.

ATT also said they would change the download page with instructions to call McAfee. I doubt that will happen, but will check again in a few days. 

Contributor

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19 Messages

3 years ago

I'm trying to access and download the AT&T Security Suite, however I keep getting an error msg
"The AT&T Internet Security Suite is only available to AT&T High Speed Internet and DSL customers at this time."

I'm not sure why, we have high speed internet via at&t. Is there something I'm missing?

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

ACE - Expert

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35.5K Messages

Interesting.  Maybe they're starting to work on the situation.  No one has been able to obtain the McAfee software via the proper channels since at least April 2021, possibly longer.  For most people, they do get through the AT&T website part (where you're getting stopped) and get dumped on the page on the McAfee site where you would order the software as if AT&T weren't supposed to be providing it for you.

Are you logging in with the same account that you would manage your Internet account with?

[ 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.

Contributor

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19 Messages

@JefferMC 

Good idea (signing in under the master account), unfortunately it didn't work. I still get the same error msg :(

 

ACE - Expert

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35.5K Messages

You could work with support to get that message fixed, I think.  But it still wouldn't get you a McAfee installer.  You'll need to contact them or McAfee directly for that anyway.

[ 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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232.1K Messages

We understand that internet security is important, @jetset516. We appreciate you taking the time to make sure that we are aware of the issue and want you to know that technicians are already working toward a resolution as quick as possible. We apologize for this inconvenience.

 

Raiden, 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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4 Messages

3 years ago

I recently had ATT 300 Mbs fiber installed. I activated ActiveArmor within the modem.

I have tried many times to install McAfee Suite on Win 10 PC, get error message that "something went wrong...close page"

Questions:

  1) With ActiveArmor, is McAfee or Norton needed on PC?

  2)What is the issue with McAfee download?

Ken (Edited as per Community Guidelines)

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

ACE - Guru

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9.9K Messages

I'm not a fan of any 3rd party security software on Win10.  The built in Windows Security is a match for any of these other suites and has the added advantage of not confusing Windows Updates resulting in a trashed Windows installation.

As far as the free McAfee on AT&T's site.....nobody seems to want to admit the issue.  AT&T blames McAfee and McAfee blames AT&T.  Someone from AT&T will likely pop in here to acknowledge the problem and say they're working on it.....except it's been broken for at least a year.  I don't think it's coming back and it's silly that AT&T would rather live with the shame instead of just removing the links.  But then again, as I said above, no big loss.

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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.

New Member

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4 Messages

I will try the Win Security. Thanks for the info. 

New Member

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2 Messages

2 years ago

I'm trying to download the security suite but get an error message when I try to signin or create a user ID for att.net.

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

ACE - Expert

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24.4K Messages

There has been an issue with McAfee and AT&T for well over a year now, with no ETA on when it will be resolved.

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AT&T Cell Booster Technical Guide by OttoPylot

Cellular Booster Guide by OttoPylot

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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.

New Member

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4 Messages

2 years ago

Where is link to download McAfee Security Suite

Note: This comment was created from a merged conversation originally titled McAfee Security Suite

ACE - Expert

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24.4K Messages

Downloading McAfee has been broken for over a year. McAfee blames AT&T and AT&T blames McAfee. No ETA on whether it will be fixed.

___________________________________________________________

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.

New Member

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4 Messages

Thanks OP.  Seems like ATT might should consider directing to a the link for a free trial of McAfee, when the download doesn't work and while they're working on the problem, instead of directing to McAfee web site which sells their products.

ACE - Expert

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24.4K Messages

McAfee and AT&T are not playing nice with each other so their issue may also affect the decision for a free trial as well.

___________________________________________________________

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.

New Member

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2 Messages

2 years ago

I have spent approximately 5 hours on and off today dealing with AT&T security suite glitch that I first discovered 90 days ago when my MacAfee subscription through AT&T stopped working. There was no clear answer as to what this all meant. After numerous phone calls talking to AT&T and MacAffee representatives and finger pointing back and forth as to which organization was to blame, making me a bouncing ball of back and forth phone calls to each organization, I have learned today that AT&T has suspended its contract with MacAfee with no clarity as to what this means to customers. Does this mean that AT&T is no longer going to provide any antiviral coverage to us through their uverse products so we should all scramble to buy our own antiviral coverage? Or will they eventually agree to a new contract with MacAffee or another antiviral vendor? The representatives do not have clarity on that issue. This leaves customers like me in limbo and disrupts personally my antiviral coverage for both my personal and business AT&T uverse accounts. This is not a good way to treat AT&T customers. The AT&T leadership needs to provide clear directives to their customers since their "suspension" of MacAfee antiviral coverage affects its customers. There does not seem to be a clear interim solution beyond calling MacAfee and asking whether they will give you 30 days or up to 90 days free coverage at their discretion per AT&T representative whom I discussed this with tonight. I already got 90 days coverage, which expires soon. But do any of us have the time to keep calling MacAfee to request at its mercy whether we can extend our free subscription every 30 or 90 days? Does this never end? Is it fair to AT&T customers that AT&T advertises an "internet security suite". but now there is NO actual antiviral coverage? Is this a way to force AT&T customers to move to fiber optics, which I understand does have antiviral coverage, albeit with a different vendor, even though some of us may not have the option to move to fiber optics currently? I am very disappointed in AT&T leadership's poor communication on these issues. This is not the way to treat your customers or keep them loyal. Transparrency and clear communication is imperative when it comes to what your organization is willing or not willing to offer anymore. And your organization needs to give your customers adequate notice to transition to a different option if you are ending any of your features. Loyalty to any organization should not be blind. At&T must earn it. I hope the leadership will start reading all the commentary regarding frustrations around this issue to develop better sensitivity to the concerns of their customers.
Note: This comment was created from a merged conversation originally titled AT&T Internet Suite Security Problem Continues!
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