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New Member

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14 Messages

Tuesday, June 15th, 2021 5:59 AM

Closed

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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2 Messages

3 years ago

I followed the link noted by pdsupport and filled out a comment.  They called me back and sent email.  Since we did not cross paths, a return phone has been requested on this issue.

Therefore it does not hurt to follow through.

ACE - Professor

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5.7K Messages

3 years ago

Talk is cheap!

New Member

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4 Messages

3 years ago

Download link on the ATT site sends me to the McAfee site to purchase a subscription. How do I get the free ATT version. I have super fast fiber optic internet service.
Note: This comment was created from a merged conversation originally titled How do I load the free version of McAfee virus protection suite?

Community Support

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232.8K Messages

Hey @mrtextj, we understand that you're having trouble with accessing the McAfee download. Don't worry, were here to help.

  • What error are you getting?
  • Are you using the correct user ID?
  • Do you have a bundled service?

Please let us know so we can better assist you.

 

Charles, 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.

New Member

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31 Messages

mrtextj - Get in line. Lots of people have this issue for a very long time. AT&T just does not seem to give a rat's butt. Many tickets have been created and escalated at both AT&T and McAfee. 

Charles@AT&T - My experience has been that if you get to the McAfee Paywall, then you have successfully jumped through the sign in hoops @ AT&T. Apparently McAfee and AT&T are staring at each other across the table pointing fingers.

In any case it is a sad state of affairs 

New Member

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4 Messages

With AT&T, I have a bundled service with Uverse, and land line phone along with the high speed fiber optic internet. I do not get an error message when trying to load the McAfee suite software, only the link takes me to McAfee for a purchased subscription. So far I have loaded a 30 day free trial version. Not sure what will happen when that runs out...

New Member

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1 Message

3 years ago

@ATTTimCS 

After at least 2 and a half months of this issue persisting, I feel we have the right to know the exact issue that is preventing us from being able to download what we are paying for; What the actual hold up is, not just the "This" in "This should be resolved soon," or at least a more accurate ETR. Also, if we're to download the free McAfee trial as you suggested, and this issue were to persist longer than that trial's free period, would we be reimbursed for the payments we would be required to make to keep the product active?

New Member

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7 Messages

3 years ago

AT&T - are you going to fix this? I smell a (Edited per community guidelines) soon.

(edited)

New Member

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7 Messages

3 years ago

AT&T won’t allow you to say something that refers to them being in the wrong? My last comment was edited. The two words they removed began with a “c” and an “a” and spelled backwards are [EDITED per Community Guidelines]. It’s like they know they are wrong.

(edited)

ACE - Expert

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35.8K Messages

3 years ago

It’s like they know they are wrong.

No, it's like the moderator bot knows the Community Guidelines, and you don't, even though you agreed that you read them and agreed to follow them when you created your community account. The relevant text here is:

The Community Forum is not a venue for discussion of legal matters. Therefore, no such discussions are permitted. We reserve the right to delete inappropriate material.

While we're at it, rearranging the letters to allow you to post information that is being filtered is also prohibitted:

Other inappropriate or unacceptable behavior includes:[...] b) posting content which is created solely [...] to evade the word filter or site logic

(edited)

New Member

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7 Messages

3 years ago

Okay, so I typed something that wasn’t allowed by the Guidelines. Sorry!! Don’t be so self-righteous though. You have been edited by the Guidelines in this same post. Nobody likes a hypocrite. I admit I was wrong. We are all frustrated, angry, worn out about this issue and hoping for a resolution. No need to turn against other people fighting for the same thing!

ACE - Expert

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35.8K Messages

3 years ago

Yes, I occasionally step into prohibited territory, too.  But I don't turn the editing of it into a conspiracy theory.  

I've heard this thing was "almost solved" for weeks.  I'll believe it when I see it.

New Member

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36 Messages

3 years ago

Someone was asking about an Executive getting involved.  Here is a link I found that may help if you want to take that route.

https://investors.att.com/resources/contacts

Hope it works but I still have my doubts about it being resolved in a timely manner.  Maybe if a lot of us complain it will help.

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