Unable to Install AT T Internet Security Suite

There is never a solution. This is a widespread known problem.

We do apologize for any inconveniences this may have caused, @monkhester61.

This issue has already been escalated and they are currently working on a fix for this and it should be available soon. Feel free to reach back out to us and we appreciate your patience. 

Thank you for contacting the AT&T Community and Forums Team. 

Elmi, AT&T Community Specialist.

Thanks or your replies. 

Hi, @wfreeway, we're glad to address your concern about the security suite.

We're currently working to resolve the issue of the suite not downloading.

In the meantime, make sure your account and computer meets all the requirements for the download. Windows and Mac requirements are near the bottom of the article.

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

Thank you for contacting the AT&T Community Forums team.

Aminah, AT&T Community Specialist

We're here to help point you in the right direction, @scmullis61!

Just to clarify, are you trying to get the AT&T Internet Security Suite powered by McAfee? 

If so, the page you are viewing about how to Install Internet Security Suite is the correct page. If you scroll down on the page to where it states Install Internet Security Suite, Step 1 will send you to the website, while Step 3 will advise you whether your internet plan allows you to you to get the suite for free, or if you need to purchase a subscription for 5$ a month. 

We're excited to help get your computer protected! Thank you for being a valued member of AT&T!

Donovan, AT&T Community Specialist

Hey, Donovan!

Thank you for your post.   Are you saying that if the subscriber switched to a plan that included the McAfee Internet Security, then the problem that AT&T and McAfee have been having for the past several months wouldn't interfere with the download because it's been fixed?  Because I wouldn't want anyone to waste their time trying when AT&T knows it doesn't work and McAfee knows it doesn't work.  You wouldn't want that either, would you Donovan?

@scmullis61 , in the interest of keeping customers informed, no one has been able to successfully download and install McAfee for months.  MONTHS.

[Full disclosure, you'd have to pay me to put McAfee on my systems, but if you want it, AT&T and McAfee should be providing what they advertise.]

I would expect that an AT&T Community Specialist would know by now with the abundance of posts and message strings that the inability to download the McAfee Security Suite which is supposed to be included with AT&T Internet Service is not the fault of the user. It is either AT&T or McAfee. They appear to be sitting across the table from each and pointing fingers instead of FIXING the issue. There must be hundreds of Tech support calls both to AT&T and McAfee with countless tickets open at both companies wasting untold numbers of hours with useless frustration all going NOWHERE

We're here to help, @monkhester61.

• What happens when you try to download the AT&T internet security suite?
• Do you get an error message?

Here is more information on how to download and install AT&T internet security suite. A few things to keep in mind are:

1. AT&T Internet or DSL customers with a connection speed of 3.0Mbps or higher can download the Internet Security Suite free of charge.
2. Uninstall any existing security software, including current or expired security products that you may have purchased. Otherwise, you may receive an error message later on that your subscription expired.
3. You can install Internet Security Suite on up to four computers, whether they’re Windows, Macs, or both. If you're using a Windows computer, we suggest performing a pre-installation cleanup on your device.
4. You can’t download Internet Security Suite to a mobile device. Learn how to get AT&T Mobile Security & Call Protect for your mobile device protection.

Let us know if this helps.

Elmi, AT&T Community Specialist.

The install site is now redirecting to mcafee.com with no explanation on what to do.

We're here to help point you in the right direction, @vek350!

Can you clarify what link you are clicking on to access the installation? 

Have you tried using a different browser, or clearing your cache and cookies?

Let us know, we look forward to hearing back from you!

Donovan, AT&T Community Specialist

I have tried Firefox, Edge, and Chrome. I have cleared my cache and cookies. Apparently, this problem is not an isolated case. Once I hit “download,” I am taken to McAfee’s site to PURCHASE the product. 

Donovan/Elmi... please go tell your manager to tell you that IT DOESN'T WORK.

DOES.  NOT.  WORK.

IT'S BROKE.

NON-FUNCTIONAL.

CAN'T GET TO IT.

Quit acting like people are doing it wrong.

The download/authorization mechanism has been broken for several months.

AT&T and McAfee are allegedly working on it.

The path from AT&T authentication and selection to the McAfee download page has been broken for about a month now.  Before that, it led to a page where you could download an installer that would not work.

AT&T and McAfee are "working on it."

<unsurprised face> It took an act of congress and a few calls to Tier 3 to get me what I have now. Wonder if in the meantime they could stop teasing me with what they don't actually support and stop advertising it? Gun to my head, it's better than Comcast so I'll keep waiting. :)

McAfee changed where the AT&T path takes you about a month ago.

In the months before that, you could download an installer, but you couldn't get it to install.

AT&T & McAfee are "working on it."  ETA unknown.

Thanks

Support (well-meaning, I am sure) have been driving me nuts repeating the same advice that doesn't work. I even had them schedule a technician for what would have been a pointless visit.  (Got a text message saying "Your service appears to be working. Text to cancel."  Yes, because my service wasn't the problem.)

Back when it was a "bad installer" problem, some AT&T reps would get you in contact with a McAfee rep who would (if you let them) access your PC via remote session management to download and install the McAfee product for you.  But you had to get the right AT&T rep, who had to get the right McAfee rep...

I have been having the same issue of the link taking you to the wrong place.  AT&T told me over a month ago it would be fixed in a day or two.  Well it is still not working.  AT&T says it is a McAfee problem, McAfee says it is an AT&T problem.  The last McAfee support tech I talked to says AT&T knows of the problem but is doing nothing about it.  We are screwed because AT&T is a waste f time and money.  I will check back again but I am not convinced it will be taken care of.

As far as I can tell, AT&T hasn't changed anything about how they're passing you to McAfee.

McAfee has changed how they react to the link AT&T is redirecting you to on the McAfee site, so, on the surface, it looks like McAfee has caused this problem.

On the other hand, McAfee may have told AT&T they they needed to make a change to the way they pass the user to the McAfee site and AT&T hasn't done so.

We don't know, and we can't really trust anything either one is telling us.