AT&T Community Forums

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!

Responses

P

pdsupport

New Member

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14 Messages

2 years ago

We are still unable to download McAfee security suite by following the directions (and now almost 2 months of unavailability).

Is there a way to escalate this much higher up (VP of customer service or even higher)? Or, should we use other channels like twitter on this broken service?

Again, the technicians here are being very helpful (thank you guys/gals!), but this seems to be broken at a higher level and doesn't seem to be getting the attention it needs for a timely fix.

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cgl48

Teacher

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31 Messages

2 years ago

When will i be able to down load mcafee. My subscription expires at end of month. Any workarounds????

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

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monkhester61

New Member

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8 Messages

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

2 years ago

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ATTHelp

Community Support

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221.5K Messages

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.

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.

2 years ago

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cgl48

Teacher

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31 Messages

Thanks or your replies.

2 years ago

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G

girlinsprings

New Member

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2 Messages

2 years ago

I've been having the same issue for weeks. I was transferred to Mcafee- that tech repeated the steps I had, gave me a ticket & no response or updates. Any ETA on when this will be resolved?

It's ridiculous this is a benefit & we'll have to purchase Mcafee now with all the hacking issues

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W

wfreeway

New Member

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2 Messages

2 years ago

Whenever I try to download the "free" Internet Security Suite, it send me to McAfee website instead of the download page.

I start from att.net/iss. ere is shows Download Internet Security Suite powered by McAfee. I click on the "Get It" button. This lead me to the AT&T login screen where I successfully log into my account. On the Internet Security Suite powered by McAfee page, I click on the "Emglish Download" button. I am sent directly to mcafee.com. Where I can only purchase. Why did it not send me to the download site?

Note: This comment was created from a merged conversation originally titled Can not download McAfee Internet Security Suite

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ATTHelp

Community Support

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221.5K Messages

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

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.

2 years ago

0

S

scmullis61

New Member

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2 Messages

2 years ago

I cannot download the McAfee Security Suite. It directs me to a page stating only for High Speed or DSL customers. IMpossible to get anyone at AT&T on thephone to help. Where is the correct link to download?

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

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ATTHelp

Community Support

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221.5K Messages

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

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.

2 years ago

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JefferMC

ACE - Expert

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33.2K Messages

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.]

[ 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.

2 years ago

B

BlueWaveEd

New Member

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31 Messages

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

2 years ago

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M

monkhester61

New Member

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8 Messages

2 years ago

One minute after midnight of the day my 1 gig fiber bill is past due, AT&T sends me an overdue notice via my phone and email; yet, they thumb their noses up at their customers when they do not honest their promises like the promised free McAfee virus protection. This problem has been going on for so long and as far as I can tell no effort is being made to correct the problem. AT&T, when are you going to address this problem and actually fix it?

Note: This comment was created from a merged conversation originally titled Cannot download free McAfee virus protection promised by AT&T

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ATTHelp

Community Support

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221.5K Messages

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:

AT&T Internet or DSL customers with a connection speed of 3.0Mbps or higher can download the Internet Security Suite free of charge.
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.
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.
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.

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.

2 years ago

0

V

vek350

New Member

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2 Messages

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

2 years ago

ATTHelp

Community Support

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221.5K Messages

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

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.

2 years ago

0

M

monkhester61

New Member

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8 Messages

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.

2 years ago

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JefferMC

ACE - Expert

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33.2K Messages

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.

[ 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.

2 years ago

B

brtroutman

New Member

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2 Messages

2 years ago

Is AT&T Internet Security Suite powered by McAfee no longer included with our internet service. I have a brand new computer and am trying to install it but to no luck. still is working on my old computer ... Any suggestions?

Note: This comment was created from a merged conversation originally titled Is AT&T Internet Security Suite powered by McAfee no longer included

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JefferMC

ACE - Expert

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33.2K Messages

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

AT&T and McAfee are allegedly working on 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.

2 years ago

J

John_H

New Member

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4 Messages

2 years ago

Unlike many, I'm able to get logged in to AT&T's ISS site, however, when I click the link to head over to McAfee's Account Manager portal, I am directed to McAfee's home page. I've got a few installations that are telling me that the license is about to expire and I need to get this taken care of. I'd also like McAfee to release a version for macOS which is relevant for versions released in the past 2 years - but that's a McAfee problem, not an AT&T problem.

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

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JefferMC

ACE - Expert

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33.2K Messages

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."

[ 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.

2 years ago

J

John_H

New Member

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4 Messages

<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. :)

2 years ago

lonestarjacket

Mentor

•

47 Messages

2 years ago

A little lead-in:

I have been on Uverse for over a decade and have downloaded and installed the McAfee suite numerous times and on several different PCs. PLEASE do not answer this question with a copy paste of a KB article with a link to "Get It". I have already been there!

https://www.att.com/support/article/u-verse-high-speed-internet/KM1046931/

I click "Get It"

Sign in and it takes me here:

https://uversecentral3.att.com/uvp/myhome/mam/!ut/p/a1/hY65DoJAFEW_hYJ25iFr7EZCkEWJWgjTGDZhDDAERr5fJJair7s35-Q-THGMaZdOrEoF413avDM1bsFG0UALIHQ3CgESOop_iY6KDfoMJDMAK0fgn3_FdEFsl-w1MwRwT9oOPPMQBc7ZUsEzPsCPCR_TquHZ8m5Cuky1KkyH8l4O5YCew1zXQvTjVgYZOCtyxIoe5Q2vWIdSIVDOWxm-uTUfBY5XFNy3MTz0ZgqJJL0Af78JMg!!/dl5/d5/L2dBISEvZ0FBIS9nQSEh/

Click "English Download" and it takes me to a generic McAfee site, NOT any download page.

Yes, I already cleared browser memory. Yes I tried it on Firefox, Edge, and Chrome. Yes, tried it on both a new PC as well as older laptops where I was previously able to download.

Conclusion: Something changed in the links either on the McAfee side or ATT.

Hoping this finds someone who knows something beyond all the typical advice (see clear cache, try a different browser, etc.)

Note: This comment was created from a merged conversation originally titled Internet Security Suite Download Link Not Working

9

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JefferMC

ACE - Expert

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33.2K Messages

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.

[ 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.

2 years ago

lonestarjacket

Mentor

•

47 Messages

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.)

2 years ago

0

JefferMC

ACE - Expert

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33.2K Messages

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...

[ 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.

2 years ago

S

Sandeman

New Member

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34 Messages

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.

2 years ago

JefferMC

ACE - Expert

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33.2K Messages

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.

[ 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.

2 years ago

M

madreb

New Member

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2 Messages

2 years ago

I miss AT&T DSL a decade+ ago. I would download the antivirus program without any problems. How did they manage to go down the sink so easily in all this time? Clearly, having McAfee available for customers isn't a priority to them. Otherwise this would've been fixed with at least a service credit that can make up for a McAfee subscription cost. What a let down this all is. Comcast treated me way better, even gave me like a free year of Norton once.

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pdsupport

Unable to Install AT T Internet Security Suite

pdsupport

cgl48

monkhester61

ATTHelp

cgl48

girlinsprings

wfreeway

ATTHelp

scmullis61

ATTHelp

JefferMC

BlueWaveEd

monkhester61

ATTHelp

vek350

ATTHelp

monkhester61

JefferMC

brtroutman

JefferMC

John_H

JefferMC

John_H

lonestarjacket

JefferMC

lonestarjacket

JefferMC

Sandeman

JefferMC

madreb

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