Unable to Install AT T Internet Security Suite

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.

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.

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!

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.

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).

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. 

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.

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!

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.

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).

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. 

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.

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.

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.

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.

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. 

@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?

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.

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.

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

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/.

@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. 

nope not afaik.. I reported this to AT&T & Mcafee months ago, opened a Mcafee ticket to which they've never replied about a fix. I decided to buy a subscription due to all the ransomware & issues lately assuming this will be resolved in the next year or so..

I might report this to the BBB since customers are now having to pay for subscriptions or wish someone would do a (Edited per community guidelines) (Edited per community guidelines) :-)- i'm sure it would be fixed then