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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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34 Messages

3 years ago

ATTHelp's profileBrand User
ATTHelp
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Community Support

Community Support

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161.2K Messages

22 days ago

@pdsupport

 

Try the following workaround: put your browser on incognito mode, then go to att.net/ISS and sign in with your AT&T user ID.

 

Let us know how it went.

 

Aminah, AT&T Community Specialist

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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.
NONE of this works.  It has been well over a month that I know of that It cannot be downloaded.  Don't keep blowing smoke telling us it is being worked on.  It should not take this long for a fix.  Stop wasting our time.

New Member

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34 Messages

3 years ago

All of these supposed to be Experts are full of it.  It should not take this long for a fix to be taken care of.  "Working on it"  is not a good excuse anymore.  I expected more from AT&T, but am getting less and less and and more and more frustrated.  

ACE - Expert

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34.4K Messages

3 years ago

It's a poor excuse.  It's pathetic.  And the lack of proper messaging in support compounds the problem.  

New Member

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3 Messages

3 years ago

AT&T is not providing a feature that is supposed to be included with the service.

Maybe it's time for a (Edited per community guidelines) (Edited per community guidelines), lets see if the (Edited per community guidelines) help expedite the "working on a fix"

(edited)

New Member

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5 Messages

3 years ago

I am having the same problem!!!   My pc recently crashed and I tried to reinstall the free Security Suite & was taken McAfee purchase page !   Have been waiting 1/2 hr to chat!!!  Don’t think that’s going to happen!

New Member

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34 Messages

3 years ago

I have jumped through all the hoops with no success.  I have tried 3 different browsers, incognito on each and even a different PC.  Have talked with numerous people at both AT&T and McAfee. Still nothing.  AT&T needs to step up to the plate and provide the service we were told is available.  Most of all, each of the tech support people need to know that this is a known problem so they don’t waste our time and read from their script.  They need to grow a pair and speak up to their managers.

ACE - Expert

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34.4K Messages

3 years ago

The front line CSR are just script readers.  The scripts were written months ago and have not been updated to reflect that the thing don't work.  But they have no idea what they're reading.

New Member

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2 Messages

3 years ago

I had to reload Win10 to fix a technical glitch.  Fixed the glitch, but it wiped out my ATT McAfee Security Suite.  When I got to ATT to reload it, I get to "Load English Version" key, and when I click it, I am immediately redirected to McAfee Security for purchase.   No matter what I try, I get the same result.  

Note: This comment was created from a merged conversation originally titled Can't Reload ATT McAfee Security Suite

ACE - Expert

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34.4K Messages

Yeah.  Join the dozens of similarly situated customers who have reported the same thing during the past month or so.  AT&T and McAfee still haven't fixed it, and I don't think everyone in the support organization has caught on yet, either.

It's broke.  They're "working on it."  No ETA.

[ 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

Is there free virus protection available in 2021? Previous cable companies have provided this. I found some old U-Verse link that doesn't work.
Note: This comment was created from a merged conversation originally titled Is there free virus protection available in 2021?

ACE - Expert

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34.4K Messages

It's broke.  It shouldn't take long if you type McAfee in the search bar to find some threads 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.

New Member

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81 Messages

3 years ago

I just thought I'd add to this unending saga with an interesting tidbit I've discovered.  When you click on "English download" the redirect link that it initially tries to redirect to is https://cprodx.att.com/fim/cgate_sso2/download. We all know that instead of downloading the McAfee software it then takes you to the regular https://mcafee.com site. I thought to myself, what happens if I shorten that redirect link and leave off the obviously-broken download location? I then went to https://cprodx.att.com/fim and it took me to an IBM cloud server admin page. It appears AT&T uses IBM's cloud server to distribute the McAfee Internet Security Suite to its customers. This is where the problem lies, I guarantee it: AT&T's IT department doesn't manage the downloads for the ISS in-house, so they reply (in typical unhelpful corporate fashion) to every query they get from their AT&T coworkers with "Not our problem. We don't handle that. Can't help you." Despite AT&T's IT department probably not having direct control over this, they still have the responsibility to at least open a support request with IBM to fix this. They are only able to open a support request if they know the admin credentials to login to the cloud server web interface with IBM. I'll bet no one knows what those credentials are and instead of admitting this and trying to get those credentials, they are hiding behind "not our job, not our problem". They MUST know what the issue is and what they need to do to correct it which means they are playing dumb and causing customer grief purposely. If they truly don't know what the problem is then they are simply not worth employing as they are useless and an expense that should be eliminated. I know how corporations work. I especially know what pains in the butt entrenched IT employees that have worked at a company for decades can be. They will hide behind "IT jargon" and always act like everything is impossible or an imposition on them and most managers are intimidated by their "technical knowledge" and never press them about anything. Have a look at my screenshots.

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