ATT security Suite

Every month I spend an hour on hold with Mcafee to renew my free trial because I was told there is a problem with ATT's security suite install page.  This I was told was the temporary work around.   This has been going on since October.  Today during my monthly call with MCafee to extend my trail I was told I needed to call ATT to get an activation code.  I went to the ATT support chat page and was told to call Mcafee.  I said I did and they told be to call ATT for and activation code.  His response to that was call Mcafee.

My transcript with the chat is below.  

AT&T Company Chat Transcript
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Reference Number: 1000000001818193
DATE/TIME: 2021-12-13 12:55:38

*Your chat transcript:*

[AT&T] : Hi there, I'm AT&T's virtual assistant. I'm here to help when you have questions.

[Me] : security suite

[AT&T] : Sorry, could you say that again?
 Tip : You can say things like "How much is my bill?" or "I lost my phone."

[Me] : real person

[AT&T] : So I can get you the right info, what service are you asking about?
 - AT&T Wireless
 - DIRECTV
 - U-verse TV
 - AT&T Internet
 - DSL
 - AT&T Digital Phone

[Me] : AT&T Internet

[AT&T] : Choose a topic to chat about:
 - Billing, usage, plans & equipment setup
 - Payments
 - Shopping
 - Order status
 - Moving or changing service
 - Troubleshooting & repairs
 - Sign-in help

[Me] : Troubleshooting & repairs

[AT&T] : Thanks for that

[AT&T] : Before we can move on let's get you signed in so that I can best answer your questions or get you to the right place.

[AT&T] : We'll chat more after you sign in!
 -  Sign In

[Me] : Sign In

[AT&T] : I'm opening a window for you to sign in

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You are now signed in
      
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[AT&T] : Thanks for signing in! I was able to find your information
      

[AT&T] : Let me try connecting you with someone who can get you the help you need.

__________________________________________
Connected to live agent
      
__________________________________________

      
[AT&T] : 
      

[Darcie] : Hi Jeff ! My name is Darcie. I'm very much happy to help.

[Darcie] : How may I help you today?

[Me] : I am on the phone with Mcafee right now and they say I need a activation code from you

[Darcie] : I apologize for the inconveninece. I can help you with that.

[Darcie] : Thank you for waiting.

[Darcie] : Jeff, we are experiencing a temporary outage with direct installation from the AT&T website, we need to download it from the McAfee official website till the outage is resolved.

[Darcie] : Our AT&T marketing team has already escalated the issue with the installation to the McAfee support team.

[Darcie] : I have taken your request so that you will be notified once the outage is cleared on McAfee Installation.

[Darcie] : Jeff, Just to make sure. Are we still connected?

[Me] : yes 

[Darcie] : Thank you for your response.

[Me] : why are they telling me I need an activation code then?

[Darcie] : My apologize. Still we are facing a issue with the outage. That's what the reason, we couldn't provide any code to you.

[Me] : so every month I should spend an hour on hold with att and mcaffee to extend my trial sunscription

[Darcie] : I have escalated your issue with my resources and make sure, you will be contacted by our backend team as much as earlier.

[Me] : this has been an issue since October

[Darcie] : I do understand your situation. I personally apologized for what you have been gone through.

[Darcie] : Let me involve our supervisor on this chat. Please stay connected.

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Agent reconnected
      
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[AT&T] : Darcie transferred chat to Mike
      

[Me] : Hi Mike

[Mike] : Thank you for contacting AT&T. My name is Mike. I am happy to help. ​

[Mike] : I completely understand your concern.

[Mike] : You can download and install McAfee from the official website itself. Since, we are experiencing a temporary outage with direct installation from the AT&T website, we need to download it from the McAfee official website till the outage is resolved. 

[Mike] : Our AT&T marketing team has already escalated the issue with the installation to the McAfee support team. 

[Mike] : Once, you are contacting the McAfee support team and providing your AT&T account details, they will help you in downloading it absolutely free of cost. 

[Mike] : In the meantime, we will try to resolve the issues with McAfee installation from the AT&T website. 

[Mike] : You can reach them on Mcafee.com or call 1866-622-3911​

[Mike] : Is there anything else I can assist you with?

[Me] : They tell me that they can extend the trial for 30 days only and that I need an activation code from you

[Me] : I just spend an hour on hold with them and them telling me to contact you for an activation code was the result

[Me] : so no luck on an activation code?

[Me] : Mike?

[Mike] : Sorry for the confusion

[Mike] : We dont provide activation code

[Mike] : Please contact McAfee team, they will provide free trial

[Me] : So this has been going on since October and every month I have to call Mcaffe to extend the trial.  It takes an hour.

[Me] : I did and they told me to call you for an activation code

[Mike] : Sorry, please reach out McAfee team to get internet security software

[Me] : I did and they told me to call you for an activation code

[Mike] : In this case, please call 1800-288-2020 and check regarding the same

[Mike] : Is there anything else I can assist you with?

[Me] : You tell me to call them.  I do they tell me to call you then you tell me to call them.  This is what is called and endless loop.

[Me] : what number is that?

[Me] : yes an activation code

[Mike] :  Please call 1800-288-2020 and check regarding the same

[Me] : who should I ask to speak with.

[Me] : and what do you think they are going to tell me?

[Me] : call Mcafee?

[Mike] : Yes, please call McAfee team

[Me] : I did.

[Mike] : Thank you for choosing AT&T. We appreciate your business!

[AT&T] : Mike left the chat

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