ATT McAfee Internet Security is USELESS!!

[gjamgoch]

I am a rather technically savvy person, yet my browsers were recently hijacked by clicking on a web site I did not know was malicious. ATT McAfee Internet Security did NOTHING to protect me. My computer browsers, both Internet Explorer 8 and Firefox have been taken over, and every time I do a search in the browser search bar, then click on a link in the results, I am taken to some other web site that was not my intention. I have my firewall up, McAfee regularly updates and scans, and it DID NOT protect me. I have been trying for 2 desperate weeks now to clean my computer of this problem. I have downloaded Advanced Spyware Removal and Spybot Search and Destroy from cnet.com, and you should see HOW MANY VIRUSES our McAfee is missing!! ATT, you gotta do something about McAfee. It is completely USELESS. I have uninstalled and reinstalled McAfee 5 times so far, and it never caught these spyares and viruses!! I am going back to Norton Antvirus!! I'd rather pay a little and not have headaches. Thanks for nothing ATT.

[Penny_1]

Hello gjamgoch,

I truly appreciate that you took your valuable time to let us know that you are experiencing problem with AT&T Internet Security Suite - Powered by McAfee and please accept my sincere apologies for any inconvenience that you might have experienced.

If you think your AT&T Internet Security Suite - Powered by McAfee is not up to date and not working appropriately, then I would suggest you to run McAfee Virtual Technician tool.

McAfee Virtual Technician (MVT) diagnoses and solves problems with AT&T Internet Security Suite - Powered by McAfee. It looks for known issues, verifies that products are up to date on their protections, and validates that everything was installed correctly.

McAfee Virtual Technician scans your computer to make sure your McAfee products are installed and working correctly. It examines the registry, services, processes and files to ensure that the core pieces are in place. If there is a problem with a product, McAfee Virtual Technician identifies it and helps you fix it.

You may download the McAfee Virtual Technician tool through the link mentioned below:
http://service.mcafee.com/MVT.aspx?MVT=1&&lc=1033&sg=TS&pt=1

If the issue persist, then please contact the AT&T eChat helpdesk.
If you are in AR, CA, CT, IL, IN, KS, MI, MO, NV, OH, OK, TX, & WI  area, please use the link mentioned below:
https://pattta.att.motive.com/netagent/questionnaire_c2c_dsl_sw.aspx

[woodsters]

I would have to agree with you. Twice since November have I received viruses, resulting in me having to restore my computer both times. The second time I was told I would have to go to "Support Plus" a fee based system to get it fixed. That's BS! WE are receiveing a false sense of security. I removed the so called Mcafee program off my computers at home and went and purchased a real program. I'm very disappointed and am considering going the cable route.

[Larry_1]

AT&T McAfee Security Suite is a security software which offers protection for Web browsing and email utilizing the following:

1.) McAfee VirusScan: VirusScan's advanced detection and protection services defend you and your computer from the latest security threats, including viruses, trojans, tracking cookies, spyware, adware, and other potentially unwanted programs. Protection extends beyond the files and folders and on your desktop, targeting threats from different points of entry including e-mail, instant messages, and the Web.

2.) McAfee Personal Firewall: Standard and custom protection levels.
         *  Guard against intrusion and suspicious activity using Firewall's default or customizable    protection settings.
         * Lockdown Firewall - Instantly block all inbound and outbound traffic between your computer and the Internet.
         * Restore Firewall - Instantly restore Firewall's original protection settings.

3.) McAfee Site Advisor: warns users when searching sites of possible malware or spam with a green, yellow, or red indicator.
         * Green - Safe: tested the site and didn't find any significant problems.
         * Yellow - Caution: tests revealed some issues user should know about. (Example: a site tried to change our browser defaults, or sent a lot of non-spam e-mail)
         * Red - Warning: tests revealed some serious issues that user should carefully consider before using this site at all. (Example: The site sent us lots of spam e-mail or bundled adware with a download).

4.) McAfee EasyNetwork: Allows for file sharing, file transfer, printer sharing between computers

Continuous updates of the security software are being conducted to make sure McAfee could provide utmost protection. However, just like any other security software, McAfee does not cover all types and forms of viruses from infiltrating our computer system.  Best practices would still be to browse websites which are considered secured, refrain from clicking unfamiliar links from unsecured websites, and to avoid opening attachments from email sender's we are not familiar with.

[woodsters]

Bunch of hogwash. I only went to valid websites. The trojan horse that I received was nothing new out there. I think it's a shame that you swithc up from the previous virus protection in which we paid for to something that is free. I guess we get what we pay for. The first virus I received a couple months ago came from an ATT email address. And then when I call you guys, you tell me "oh yeah, we got an email telling us to tell the customers that if they get this email not to click on the links in it". Wouldn't it of helped to send out a mass email to all your customers to let them know this ahead of time? Like i said, it's a flalse sense of security to thing your protected and false advertisement as well, when you just stated that the software doesn't cover all types and forms of viruses. I never have ever had a virus or trojan horse on my computer in over 10 years, until the last 2 months, that has ever affected it in anyway like it has now. I'm seriously thinking of switching to cable. Switching it all, to include phone sevice. AT&T needs to take a serious look at this and all the complaints just here on the forum about this crappy so called anti-virus protection we are supposed to be receiving. It almost makes one feel that AT&T is doing it on purpose to make money with it's Support Plus program.

[gjamgoch]

As of a week ago, I had to take my computer in to be completely formatted and restored. I lost everything I had on it, 7years of stuff. The updates for McAfee that you are telling us to do are automatic, and it would do it every time I started up my computer. Even with the updates, McAfee DID NOT protect me. I did everything on my part, and your McAfee Internet Security Software was supposed to do it's part, and it failed. You have a real problem here, and I've heard other people using ATT in my area who have lost their computer to viruses even with McAfee on. I figured, how could that happen? McAfee is continuously updated, they must have done something wrong. BOY WAS I WRONG. It's the McAfee software people!!! The last thing before my computer died, after it had been hijacked for two weeks was that some software program loaded on its own software program, without my permission, called SECURITY TOOL. It took over my computer, and I could not click on anything in my Windows Start menu unless I put in my Credit Card Info to clean the viruses off my computer, which was a FRAUD! What kind of protection is this? Technical support usually ends up in India, where they sincerely apologize and try to make me do things that I already know how to do. 50% of the time they are useless with any help. Second level tech support stated it was a Microsoft problem with Internet Explorer and didn't want to bother. Such lousy service from ATT lately, what's happening? Prices going up, and service going down, that's what's happening!

[crazymarck]

even other security softwares and antivirus protections can cause the same problem that you experienced with mcafee. it's not everyday that security softwares can update themselves and automatically generate an antivirus for a new strain of virus over the net. it's not magic. besides, it's just for free and you can just uninstall it if you feel it's useless. you can get any other security softwares you wish to use on your computer which you have to pay for the software itself.

[kios]

---

gjamgoch wrote:
As of a week ago, I had to take my computer in to be completely formatted and restored. I lost everything I had on it, 7years of stuff. The updates for McAfee that you are telling us to do are automatic, and it would do it every time I started up my computer. Even with the updates, McAfee DID NOT protect me. I did everything on my part, and your McAfee Internet Security Software was supposed to do it's part, and it failed. You have a real problem here, and I've heard other people using ATT in my area who have lost their computer to viruses even with McAfee on. I figured, how could that happen? McAfee is continuously updated, they must have done something wrong. BOY WAS I WRONG. It's the McAfee software people!!! The last thing before my computer died, after it had been hijacked for two weeks was that some software program loaded on its own software program, without my permission, called SECURITY TOOL. It took over my computer, and I could not click on anything in my Windows Start menu unless I put in my Credit Card Info to clean the viruses off my computer, which was a FRAUD! What kind of protection is this? Technical support usually ends up in India, where they sincerely apologize and try to make me do things that I already know how to do. 50% of the time they are useless with any help. Second level tech support stated it was a Microsoft problem with Internet Explorer and didn't want to bother. Such lousy service from ATT lately, what's happening? Prices going up, and service going down, that's what's happening!

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Hello gjamgoch ! I'm sorry to hear that you have some problems with Mcafee. I myself encountered the same problem as you before. I just want to share this to you, installation of Mcafee needs to meet certain requirements. Most of the requirements is with th computer. I even asked a computer tech why is it that a computer needs to meet certain requirements for a security software to works perfectly? I cannot forget the answer of the computer tech, He said that ALL security softwares needs to be installed in a computer that meets it's certain requirements so that it will works perfectly and it won't give us any problem specially during updates. My friend I would suggest if to let your computer be checked if it meets all the requirements. Specially with IE, I myself get a problem with my pc because I installed IE 8 which is not compatible with Mcafee. It will be better to use IE 6 or IE&. :-)

[GP_1]

Actually, it's not for free. We pay for it with our monthly internet access fees. AT&T is adding this "value added" feature because it helps retain internet subscribers. If we were just paying for access, we'd be far more likely to switch providers. When you think part of your monthly fee is paying for security, you feel okay paying a bit more. When you don't get that bit more, you feel cheated. Nothing is free. Not this questionable security software, nor anything promised by your favorite politician or salesman. Using your logic, the tires Ford or Chevy put on your new car are free. As is the engine. Any problems? Don't bitch, they're free!

[GP_1]

To Gjiamjoch or any other users that have their computer hijacked (see also my 3/24/2010 post "McAfee...is a joke?"). Forget all this nonsense about not using the software in the correct way to achieve the pleasure of it's full robustness...yadda yadda yadda etc etc etc. This is customer service doublespeak (like politician double speak, except it's not self serving, it's just their job). Go on line, find out who else is having the same problem, and fix it yourself. I got hijacked by a very similar virus to yours (same one using a different name?), gjiamjoch, and solved it by using an effective program, "Malwarebytes". Prior to solving the problem myself, the rogue virus crushed McAfee's software like Godzilla vs Bambi. AT&T reps would be wise not to defend McAfee. Why make McAfee's problems AT&T's. Instead, AT&T should tell McAfee to shape up, or ship out. I'm sure that would get their attention. As an AT&T shareholder, I'd prefer to see AT&T pay an extra $0.05/subscriber/month for effective security software, then lose customers, because of the failings of a subcontractor.

[Ghiagirl]

I have to agree with you. I've just gotten 5 Trojan viruses on my now compromised computer, and this McAfee Security Suite IS useless. I've never had a virus before,;after so many years of being virus-free with Norton, I was shocked.  I guess I should have listened to the many, many people out there who say that McAfee is not good.  When At&t raised their internet service price, they said it was partly due to all the enhanced services they provide....like the Internet Security Suite...what a rip-off.

Well, this is the 3rd night of no sleep, while I desperately try to get these viruses removed. Meanwhile, computer is acting very badly.

My sympathies.

[Penny_1]

Hello Ghiagirl,

I do apologize that AT&T Internet Security suite was unable to prevent your problem.  While AT&T ISS provides a wide range of protection against malicious software, there is no security software that can be 100% effective at preventing infection.  Viruses are constantly changing in nature and there are many different ways malicious software can infect your computer, even with security and antivirus protection in place. If you would like.

I can suggest you to contact AT&T ConnecTech/Support+ team who offers advanced technical services, including virus and malware removal.

For information about the services available, please contact 1-877-831-2880.

I regret all the uncertainty you have experienced. Please feel free to reply to the post if you have any further questions.

[Coni52]

I've had at&t dsl for almost a year now.  In the last six months my computer has completely crashed twice.  Had to reload everything.  I agree McAfee is pretty useless, but at&t tools and support are also useless.  It's a constant battle getting at&t self support tool to work, mcafee virtual technican as well as mcafee virus scan to update.  I finally got them to work better by making IE my default browser, but I like firefox better.  Can't seem to get everything to merge wiith firefox though.  Even when I get support tool, virtual technican and mcafee updating, then my computer refuses to really log off.  I get an error message when logging off that application failed because at&t still runnning.  And, my computer stays on in log off state.  This is a total mess.  If if crash again, I"m just gonna bite the bullet and buy Norton.

[Coni52]

I would also just like to say I never even knew this forum existed until I searched the internet for others having problems with att dls and mcafee.  Why doesn't att advertise this forum in their member center?  If it is there, is so buried undeath their help that most people don't even know about it.  You can tell that by the number of posts here.

[Penny_1]

Hello Coni52,

Thank you for the suggestion.

Ideally, AT&T Internet Security Suite (ISS) powered by McAfee completes all the updates within 5 to 10 minutes.

However, if the AT&T ISS powered by McAfee, is taking too long while completing updates, it is recommended that you contact AT&T technical support and troubleshoot according to their recommendation.

I would also like to explain that making Internet Explorer (IE) as your default web browser, will not make any difference on Fire fox, you'll be still able to use Firefox the way you were using before. However, if you are experiencing any difficulty while accessing web sites through Fire fox, I would suggest you to  reset the settings of the Fire Fox in your computer.

1. Exit Firefox.
2. Go to the Run command in Windows.
3. Type in %APPDATA% (capitalization is not important) then hit Enter or click OK.
4. Go to Mozilla->Firefox->Profiles folder.
5. In this folder there should be a folder with a .default naming scheme, open this folder.

   NOTE: It may be necessary to uncheck "Hide extensions for known file types" in Windows Explorer.

6. Within the .default directory, locate the prefs.js file and delete it. You may find multiple files numbered for pref.js if you find them, delete them also.

   NOTE: For safety, you may want to cut, then paste this file onto the user's desktop, or another folder to backup the file incase of complications.

7. Also if found, (backup if needed) delete the user.js file found in the same directory.
8. When you open Firefox next, it will rebuild the prefs.js file from program defaults. This will restore the default values of preferences and restores the default theme.

If the issue persists, it is recommended that you contact AT&T eChat support.

If you are in, 'AR, CA, CT, IL, IN, KS, MI, MO, NV, OH, OK, TX, & WI', you may click on the following link to connect to a chat agent.

https://pattta.att.motive.com/netagent/questionnai re_c2c_dsl_sw.aspx

[Galaxie500]

I had a similar situation in which a drive-by download fooled me into thinking it was legitimate as I had just completed running Microsoft Update.  McAfee neither prevented nor warned of the malicious software.  By installing MalwareBytes, I was able to find and remove the malicious software and restore my computer to normal operation.  I've had worse problems with Norton software than with McAfee.  No antivirus software catches everything and not all malware is based on a virus.  On a more positive note, I once had a Google search include a bad link to a reputable company that redirected me to a malicious site.  After reporting the bad link to Google, I performed the same search a few minutes later and the bad link had already been removed.

[Coni52]

Okay here we go again.  I just spent the last 45 minutes reinstalling McAfee Virus Protection all over again.  If I had not cmpletely shut down my computer, I'm sure the whole thing wouldn've crashed and I would've had to restore everything from scratch for the 3rd time in the last 6 months.  I can accept that no virus protection can catch every virus or trojan, but for McAfee to be completely wiped out of my computer and me have to completely download it again is just stupid.  Come on ATT, you have to be paying them gobs of money to protect your customers, but obviously they're not.  Why can't you admit they suck and do something to protect your customers.

[Penny_1]

Hello Coni52,

The issue that you are experiencing, while trying to install AT&T Internet Security Suite powered by McAfee, required advanced troubleshooting. Hence, I would suggest you to contact AT&T McAfee Tier 2 department 1-877-722-3755 (open 24/7). They will help you accordingly.

[Coni52]

Here we go again.  McAfee has refused to update for a week now.  I contacted online support, spent at least an hour with a tech taking control of my computer and they couldn't find the problem either.  Told me to unstall and reinstall, which I did, but it still will not update  This is useless.

[Fladave]

I  have been using Norton Internet Security for the last  4 years, and the current version NIS 2010  is so far the best.   Norton offers free trials and you get a fully featured software suite to use  for 30 days.  The new version NIS 2011 is will be out in November I believe.  You can get the 2011 beta version too, for free,and test it on your computer.

Usually you can get the Norton software for  25 dollars or less, after rebates.  Staples, Office Depot, Fryes have all had it on sale with rebate offers.

I do not like the Mcafee products, as I have had similar experiences to you.  Thats when I switched to the Norton products in 2006.  Also, Norton Internet security was known as a resource hog-it slowed your computer down.  It is not anymore.

Google Norton internet security 2010, or 2011 beta, and try it.

Good Luck

[mahz]

1. Be aware that the product from McAfee through AT&T is not quite the same as the off-the-shelf version. Hence, there are  going to be differences in its performance. I have found that the off-shelf versions are better.

2. Regarding  the new google version of Norton...be aware that during the downloads, google will apply tracking cookies, and other tracking objects, and Norton will ignore them. They will be found and removed by other vendor's software though. The Norton off-the-shelf, non-google'd version is much better.

3. I have been the recipient of a few drive-by 's lately also. Keep a close eye on your \APPDATA\TEMP, Low, and Roaming files under your users\ areas. lots of attacks are focusing to that area. I am having to use 2 or 3 scanning products just to keep up....not ahead, mind you...barely keeping up.

4. Regarding non-US tech support here in the USA, it is a shame. The care factors are truly missing.

[oufanindallas]

Stay away from McAffee.  I provide technical support for a major software provider and I can tell you McAffee is the pits.  Two free A/V programs are much better, Microsoft Security Essentials and AVG.  If  you are having issues with Malware, Malware Bytes is the best.  If you have been hijacked, then it is the only one that I've seen that will clean your system.

[sawkeats]

I' m reading complaints from a year ago - and it's the same problem again in Feb. 2011!  Guess McAfee is a little slow.   Possibly beginning with a Google search, I now get full screen redirects to ads when I sign in.  Huge increase in spam in mail also.  I'm not smart enough to go into Host files and fix anything!  Called ATT and got one admission that a pop up from Yahoo telling me to change my browser was a scam.  Good thing I didn't click on it. But WHY are these things getting thru???  And why haven't McAfee caught on to them yet???

[HarrySachs]

Installing McAfee from ATT was your first mistake, Calling ATT customer support about it was the second. Having any software associated with McAfee on your computer was your third and fatal mistake.

[SpecterUSAF]

I've had DSL with AT&T for 7 years.  In that time, I've learned how to solve my own problems, as the customer service scripts do not cover difficult issues.  So I guess I should thank ATT for providing a web developer with the opportunity to cross-train as a network technician. [Relevance, as to expertise]

As for McAfee : I have not used this overbearing and very delicate piece of ... software for many years.  It was good 20 years ago; no longer true.  My own recommendations, based on 2-3 very minor infections over 7 years :

Firewall : I use ZoneAlarm.  If you initially set it up with the highest levels of protection, it is annoying for several months until fully "trained".  However, I prefer annoying for a time, over the loss of my computer.

Anti-virus : Until about 4 months ago, I used AVG. Worked great, but has recently become a resource hog.  I recently switched to Avast! and am happy.  I would recommend either one over McAfee or Norton (Norton was great when owned by Peter Norton; Symantec turned it into a less than competent resource hog.)

This is all I use, personally.  If you feel that you need a security suite, due to your browsing habits, by all means get one.  I would look into TrendMicro, if I felt that need.

Good luck!

[sawkeats]

I can't get updates either - and it's 6 months later.  Did you ever get it fixed?

I believe the lack of DAT updates contributed to the really bad stuff getting in - Trojans, etc. that I've finally fought off with Malwarebytes, SuperantiSpyware, TDSSKiller, and Microsoft - NOT MCAFEE!!!

[sawkeats]

About updates:  I just heard from AT&T (live person on phone) that the popup saying "can't update-reinstall" that does nothing and says nothing is for real and they are "pushing" the reinstall.  Click on it and nothing happens, all attempts at updating went nowhere. Turns out that the updating is for a totally new version of McAfee - by phone I removed and reinstalled and hope that will allow updates and that it is an improved version.  BUT - with no info and no way to verify the source of the popup what a bad communication to customers who are leery of scams, etc.  Why not an informational email????  Is this a sign that they needed to improve, were they listening to these messages?   I am hopeful, but watchful since the old version allowed horrors that nearly cost my sanity getting rid of.

[jjcoker1]

Just had a big problem with McAfee not updating on a friend's computer.  I tried to help her over the phone, but finally told her to call Support.  They talked her through uninstalling/re-downloading McAfee - did not help.  Second Rep had her download a scan program that would force her computer to scan and update - did not help.  Third Rep told her she had a virus and wanted $15.00 mo. for 1 yr. to fix computer.  She called me and I told her to hang up.  I had just been at her house the previous week and had run a cleaner on her computer.  She told me that the "X" on McAfee icon had just happened that morning.  Went to her house, opened McAfee/virus and spyware scanning/ and real time scanning was turned off.  Turned it on, ran updates, then full scan of computer and she's fine now.  

[Sunnyface35]

After my experience today, I would have to agree that McAfee is useless, but so is tech support!

My problem began last night. While online I got a pop-up warning from what was supposedly my Windows 7 Home Security saying viruses were being detected in my computer. Being new to having internet in my own home and completely useless when it comes to anything technical, I panicked and tried to fix the problem, but whenever I clicked on "Remove All", I'd just get prompted to purchase the full version of Windows 7 Home Security. I ran a scan with McAfee, which detected no problem.  I tried to get to AT&T for online support, but couldn't access the internet because I kept getting warnings saying that visting this site (any site I tried) would pose a security threat to my system. Finally I got on the phone, and was actually told that it was probably just Windows using scare tactics to trick me into buying their software, but since I already had McAfee and it was detecting no issues, then I should be safe. Just to be certain, they wanted to run a scan on my PC themselves but they would first have to find a way for me to access AT&T online. Anyway, in the middle of it all we got disconnected and I didn't call back because by then it was around midnight and I was exhausted. I unhooked my computer from everything and decided to try again in the morning.

So, early this morning I called AT&T to again try to fix the problem. Once again I was told that if McAfee was detecting no issues, then I was probably safe. The lady on the phone with me tried every which way to get me to access the internet, but these warnings from Windows 7 Security kept blocking everything we tried. Finally she gave up and transferred me to another number; long wait and I hung up, deciding I'd try later. Desperate for a solution I think I next started up my computer while disconnected from the internet, and maybe chose "restore computer to an earlier setting" or something along those lines (using words like "think" and "maybe" because honestly I had tried so many different things that by then my head was spinning). That finally got rid of the pop-ups and when I connected to the internet, I was finally able to access it normally.

Upon doing some research, I found a site that described in detail everything I had just been experiencing, and of course, it turns out the Windows 7 Security was a fake! I downloaded Malware Bytes which found and removed numerous viruses, and I can only hope I'll be safe for now. But of course, after such a scary experience I'll be sure to buy another antivirus program from the store.

My huge shock is, why didn't any of the people at AT&T that I was on the phone with even get suspicious and think, "Hey, maybe this Windows thing is the virus itself"? I mean, the way it was blocking me from getting online no matter what they told me to try, that's one of the things that should've sent up a red flag! Instead they had naive me believing that Windows was just trying to get me to buy their antivirus program and I actually had nothing to worry about. Dangerous and shameful.

[sawkeats]

Similar to  my story.  Really recommend Malwarebytes.  Also get SuperAntiSpyware and update and run both often.  I also recommend TDSSKiller which is what ultimately rid me of the Trojan that kept me from going off of the fake security site to access other internet sites.  Yes, it is truly a nightmare to go through.  Especially, like me, without tech knowledge.  I blame McAfee for letting it get through in the first place.