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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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14 Messages

3 years ago

Tried in incognito mode (on Firefox and chrome), without any luck. I get the same result as before -- I get the "English download" button and upon clicking it, end up on the regular McAfee site (https://www.mcafee.com/en-us/index.html) WITHOUT any download starting.

I have the URL string linked with the download button and happy to share it in a private DM.

Community Support

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232.3K Messages

3 years ago

@pdsupport

 

After looking into this more, we see that IE and Chrome won't download it from the AT&T side. Try Firefox again and make sure it's 1.5 later, or a try IE 10 or lower and let us know what happened.

 

Aminah, AT&T Community Specialist

New Member

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31 Messages

3 years ago

I have spent several hours over the last week trying to get this software. Last Thursday the case was supposedly escalated to higher level at AT&T and MacAfee. Having heard nothing, I called again today. After getting just short of ugly when I was told to call McAfee, he persisted and corrected an issue with my login which got me back to the McAfee page that asks for money. I was then transferred to McAfee Tech support who informed me there is an issue in the lick between the websites and it is being worked on. No estimate of when it will be fixed.

The bigger issue is that every AT&T support person troubleshoots this issue from scratch wasting everybody's time and resources. 

If you cannot download the McAfee Security Suite, open a ticket with AT&T and make them troubleshoot. Maybe when they realize how big an issue it is, they will fix it. It has been going on for a while and evidently has not gotten enough focus.

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

ACE - Expert

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35.6K Messages

I notified the AT&T reps that handle the ACE program of this issue last week and they passed it on.  At last check there was no feedback to be had from this report.

For a while, you could get an MSI to download from the McAfee site, but you couldn't install it.  A support call to McAfee could get them to remote install it.  Apparently, McAfee tired of this use of their technical support team and blocked access to their bad download.  

Whether AT&T or McAfee is at fault for this debacle I don't know.  I do know that AT&T will have to get it resolved and let us know what the resolution is.  I also know that I personally do not care for the McAfee software, so I use something else, even though this is "free"/included in my AT&T Internet service.

[ 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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New Member

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3 Messages

3 years ago

Hello,

I've tried re-downloading McAfee after experiencing some issues. I've done it before but this time when I hit the 'download' button I get taken to the McAfee website to purchase the software. It's never done that. I've tried different browsers and my computer meets the minimum requirements but I get nowhere. Please help.

Note: This comment was created from a merged conversation originally titled cannot download McAfee

ACE - Expert

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35.6K Messages

There is a known ongoing issue with McAfee.  AT&T is still advertising it, but McAfee isn't providing it.  I have raised the issue as high as I can, but I've heard nothing back from my AT&T contacts about 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. ]

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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.

Community Support

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232.3K Messages

Here to help, @redeye05!

 

Thanks for the awesome info, @JefferMC!

 

Just as they mentioned, it is a known issue and we are working on a solution for it. Once it's resolved you will know due to being able to download it.

 

Thank you for reaching out to AT&T Community Forums!


CalebP, AT&T Community Forums!

 

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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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31 Messages

Yes it is a known issue with no disclosed time to resolution. I have been trying for almost 2 weeks. Have been told it was escalated within both AT&T and McAfee. I was given a case # .from McAfee.

What puzzles me is I have been working on this for almost 2 weeks and have been told it is a broken link. Well broken links are usually pretty easy to fix. In these times of cyber intrusion and ransomware, I would expect a link to Security Suite to be resolved pretty quickly. Or at least a temporary separate link provided to those who request it.

ACE - Expert

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35.6K Messages

AT&T's link used to reach a McAfee page that contained an installer.  For some period of time, you could download that installer, but it no longer worked.  During that period (ended several weeks ago), some AT&T customers were able to reach McAfee support via AT&T support and get a technician to download and install a working installer.  You might still be able to cajole AT&T support to contact McAfee support to get you installed, I do not know.

However, McAfee is now redirecting AT&T's affiliate link (and I don't think AT&T has changed their link) to their main security plan sales page.  I believe that all of the technical problems experienced by AT&T customers have been created by McAfee.  But AT&T continues to partner with them (like they do their Authorized Resellers) even though they're not upholding their end of the bargain.  OTOH, it could be that AT&T isn't paying McAfee like they're supposed to.  Hard to tell.  Neither is airing out the dirty laundry at this point.

I've asked my AT&T contacts again, but it's the weekend and they don't work weekends (usually).

[ 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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New Member

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5 Messages

I've been trying since January, it's clearly a bait and switch, if I took this long to pay my service, I'd be out of service. 

New Member

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3 Messages

3 years ago

Hello,

I've tried re-downloading McAfee after experiencing some issues. I've done it before but this time when I hit the 'download' button I get taken to the McAfee website to purchase the software. It's never done that. I've tried different browsers and my computer meets the minimum requirements but I get nowhere. Please help.

Note: This comment was created from a merged conversation originally titled cannot download McAfee

ACE - Expert

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35.6K Messages

There is a known ongoing issue with McAfee.  AT&T is still advertising it, but McAfee isn't providing it.  I have raised the issue as high as I can, but I've heard nothing back from my AT&T contacts about 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.

Community Support

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232.3K Messages

Here to help, @redeye05!

 

Thanks for the awesome info, @JefferMC!

 

Just as they mentioned, it is a known issue and we are working on a solution for it. Once it's resolved you will know due to being able to download it.

 

Thank you for reaching out to AT&T Community Forums!


CalebP, AT&T Community Forums!

 

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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31 Messages

Yes it is a known issue with no disclosed time to resolution. I have been trying for almost 2 weeks. Have been told it was escalated within both AT&T and McAfee. I was given a case # .from McAfee.

What puzzles me is I have been working on this for almost 2 weeks and have been told it is a broken link. Well broken links are usually pretty easy to fix. In these times of cyber intrusion and ransomware, I would expect a link to Security Suite to be resolved pretty quickly. Or at least a temporary separate link provided to those who request it.

ACE - Expert

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35.6K Messages

AT&T's link used to reach a McAfee page that contained an installer.  For some period of time, you could download that installer, but it no longer worked.  During that period (ended several weeks ago), some AT&T customers were able to reach McAfee support via AT&T support and get a technician to download and install a working installer.  You might still be able to cajole AT&T support to contact McAfee support to get you installed, I do not know.

However, McAfee is now redirecting AT&T's affiliate link (and I don't think AT&T has changed their link) to their main security plan sales page.  I believe that all of the technical problems experienced by AT&T customers have been created by McAfee.  But AT&T continues to partner with them (like they do their Authorized Resellers) even though they're not upholding their end of the bargain.  OTOH, it could be that AT&T isn't paying McAfee like they're supposed to.  Hard to tell.  Neither is airing out the dirty laundry at this point.

I've asked my AT&T contacts again, but it's the weekend and they don't work weekends (usually).

[ 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.

New Member

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5 Messages

I've been trying since January, it's clearly a bait and switch, if I took this long to pay my service, I'd be out of service. 

New Member

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2 Messages

3 years ago

I tried to install McAfee at the beginning of this month and when I click the download link provided it redirects me to the McAfee website. I then try to login with my ATT username and password and am told I have no active subscriptions. I contacted ATT support who then directed me to call McAfee saying the problem was on their end. I called McAfee who said to call AT&T again because it's their subscription and McAfee can't do anything for me. I called ATT&T again and was told someone from tech support would reach out after researching the issue. Have not heard anything from anyone and still cannot install McAfee. Anyone else having this issue?

Note: This comment was created from a merged conversation originally titled McAfee Not Installing . . . no active subscription

ACE - Expert

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35.6K Messages

I asked AT&T for a better answer than this, and I haven't gotten one, so here you are:

AT&T and McAfee are totally clueless and can't find their (Edited per community guidelines) with both hands.  This problem has been going on in one form or another for months yet nothing has been done except for McAfee redirecting from the download page (which produced a non-operable download) to a service order page.

[ 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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2 Messages

3 years ago

When click on the "English Download" tab all it does it take me to the McAfee home page. How do I download the ATT anti virus software?

Note: This comment was created from a merged conversation originally titled AT&T Anti-Virus link not working

ACE - Expert

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35.6K Messages

AT&T and McAfee are totally clueless and can't find their (Edited per community guidelines) with both hands.  This problem has been going on in one form or another for months yet nothing has been done except for McAfee redirecting from the download page (which produced a non-operable download) to a service order page.

[ 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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232.3K Messages

We're definitely here to help you download AT&T's Internet Security Suite, @vince1357.

We require that you sign in to to download the security suite powered by McAfee. 

Please make sure your PC meets these minimum operating system requirements:

  • Microsoft Windows 2000 with Service Pack 4 or higher.

  • Windows XP with Service Pack 1 or higher.

  • Windows Vista and Windows Vista Service Pack 1 personal computer with Pentium-compatible processor 500MHz or higher, 256MB RAM or higher, and compatible with 32- and 64-bit systems

  • Windows 7 or higher.


Let us know if this helps or if you have any additional questions.

 

Qudus, AT&T Community Specialist.

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ACE - Expert

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35.6K Messages

Qudus... That link DOES.  NOT.  WORK.

I followed that link.  I clicked Get it.  I logged in.  I clicked "English Download", I went to this page:

That you would answer this thread with that reply shows that I am right about what I said above.  It would be laughable if it weren't so sad.

[ 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.

New Member

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31 Messages

Qudus,

Link does not work. I have spent hours on phone with AT&T support. They have opened a case with McAfee. The problem is somewhere between AT&T and McAfee. That every tech at AT&T I have talked to starts at the beginning of the script as you have above is an indication of a dysfunctional support organization. 

ACE - Expert

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35.6K Messages

@rtyargh5 , did you post something about the same time as BlueWaveEd?  I have a notification you did (including some of your text), but it's not here now.  Did you delete it?  Did AT&T hide 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. ]

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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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2 Messages

3 years ago

I have tried downloading the McAfee protection offered with my ATT plan, however, I keep getting redirected to McAfee's website to choose a plan for purchase every time I click on "Get It" and choose "English Download". 

I have tried restarting PC, tried different web browser, tried deleting cookies. I have 18mbps ATT Uverse so that makes me eligible for the protection plan at no additional charge. Why do I keep getting redirected to pay for McAfee?

Note: This comment was created from a merged conversation originally titled att internet security suite powered by mcafee

New Member

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31 Messages

The problem is probably not on your end. I have spent hours on phone with AT&T support. They opened a case with McAfee support and gave me the case#. 

You are not alone. Lots of people having this issue.

ACE - Expert

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35.6K Messages

AT&T and McAfee are totally clueless and can't find their (Edited per community guidelines) with both hands.  This problem has been going on in one form or another for months yet nothing has been done except for McAfee redirecting from the download page (which produced a non-operable download) to a service order page.

[ 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

3 years ago

I thought I would post my official account of not being able to install AT&T Security Suite according to the instructions on AT&T's website. Here goes:

When I click on "English Download" after I've already logged in to my AT&T account...

I am taken directly to McAfee's main web page. Nothing asks me to login. There's nothing to select. It just doesn't work the way the instructions say it does.

Note: This comment was created from a merged conversation originally titled AT&T Security Suite Powered by McAfee Fail

ACE - Expert

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35.6K Messages

There is a login button in the upper right, but that's for a McAfee login. 

[ 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

Oh yeah. I even created an account with McAfee to see if maybe that would lead me somewhere. It didn’t of course. Did you know there’s even a special “AT&T” McAfee site? Again, I thought I was on to something but then quickly discovered that website was useless as well. That page is https://att.mcafee.com/.

Employee

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420 Messages

3 years ago

Hello Community,

This should be 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_setup_433.0207.3919_key.exe

We appreciate your patience.

Thanks

Tim, AT&T Community Strategy

(edited)

New Member

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2 Messages

@ATTTimCS

So, uh, any updates to this? New AT&T customer who switched over from Cox and my McAfee subscription with them has lapsed. Kind of need to have anti-virus protection and will switch back if you can't figure it out. 

New Member

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2 Messages