Issue with downloading McAffee Security on Bell

[Cross]

Dear Bell,

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I had a harrowing and emotionally draining customer service experience with Bell, involving seven different agents across multiple departments: customer service, support, the McAfee team, and the loyalty team. I spent a total of three hours on the phone, repeating my personal details—such as my name, address, order ID, and email—every time I was transferred to a new agent, and yet my issue was never properly resolved.

The problem I was trying to solve was how to download McAfee Security, which is supposed to be free for all Bell Internet users. However, despite multiple attempts, I was unable to access it. Here's how the situation unfolded:

1. Initial Call to Support (1:00 PM)
   I called Bell support to ask how to download McAfee. The agent asked me to verify my identity by providing my name, address, order ID, and email. After confirming my details, the agent couldn't resolve the issue and told me they didn't know why I didn't have McAfee. I was then transferred to customer service.

2. Customer Service
   The customer service agent asked me to re-identify myself—name, address, order ID, and email—again. Unfortunately, they couldn’t help either, so they transferred me to the McAfee team.

3. McAfee Team (1:45 PM)
   The McAfee team agent could not locate my subscription and transferred me to another McAfee representative, where I had to repeat my personal details for the third time. This agent still couldn’t find my subscription and told me to call customer service again to confirm that my McAfee subscription had been activated.

4. Second Call to Support (2:15 PM)
   I called Bell support again, unaware that customer service was a different department. I was once again asked to verify my identity—name, address, order ID, and email. After providing this information, the agent was rude and told me that he only dealt with technical issues and I needed to contact customer service for McAfee-related concerns. He transferred me back to customer service.

5. Customer Service (2:30 PM)
   The customer service agent asked me to verify my identity yet again—name, address, order ID, and email—and was unable to find my McAfee subscription. She transferred me back to the McAfee team for further assistance.

6. McAfee Team (2:45 PM)
   The McAfee agent, Dinesh, still couldn’t locate my profile and suggested I set up a three-way conference call with customer service to resolve the issue. I called customer service again.

7. Final Call to Customer Service (3:00 PM)
   When I called customer service again, I had to repeat my personal details once more. I explained that the McAfee team had requested a three-way conference call to resolve the issue. The agent agreed to set it up but unexpectedly transferred me to her manager, who once again asked for my name, address, order ID, and email. The manager was very angry with me for no apparent reason, and after a brief exchange, transferred me to the loyalty team.

8. Loyalty Team (3:30 PM)
   The loyalty team representative confirmed that I wasn’t subscribed to McAfee and that I would have to pay an additional $5.00 for the service. This contradicts the information on Bell's website, which states that McAfee Security is included at no extra cost for all Bell Internet customers.

In total, I spent three hours on the phone from 1:00 PM to 4:00 PM, being transferred from one department to another, each agent asking for the same information, and yet my issue was never fully resolved. This was a waste of both my time and Bell's resources, as one agent should have been able to address my question in a timely manner. I am incredibly frustrated by the lack of coordination, the unnecessary transfers, and the repeated need to re-identify myself.

Given the poor experience, I would like to ask if Bell is willing to offer compensation for the time and emotional strain I endured throughout this process. Additionally, I strongly believe that I should be provided with the McAfee subscription at no cost, as advertised on Bell's website, which clearly states that McAfee Security is included for all Bell Internet customers.

I would appreciate a prompt response regarding the resolution of both the McAfee subscription issue and my request for compensation.

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[WelshTerrier]

Good Day.

The Bell Community is a place for you to ask questions, find answers and share your thoughts. This is a true peer-to-peer community space. As such, we do not have access to your accounts and billing information.

It is unfortunate that you experienced the issues that you have mentioned. I wish there was something i could do for you, but there is not. I have included at the bottom of this reply, a number of web links that may be of assistance tin clarifying some of the points that you mentioned in your thread.

1. McAfee Security from Bell
2. Download & Installation instructions
3. Frequently asked questions.

This is a community website. If you are looking for a resolution for the McAfee subscription costs & compensation for time & emotional strain, it is best that you contact Bell Internet Customer Service & request to speak to a manager. Please call: 1 866 310-BELL (2355) or dial *611 from any Bell mobile device.

If you are still not satisfied with the outcome of this call, you can further escalate your concern with the following web link: How to resolve your concern

McAfee Security from Bell

1. McAfee Security from Bell
2. McAfee Security from Bell Download & Setup
3. McAfee Security from Bell FAQs

Take care.

[Vanadiel]

The software can be downloaded directly from your Mybell profile, if you subscribe to Internet services.

If you go to Mybell and select Internet from your available service(s), you should be presented with a new page that contains among other things a download link for MacAfee software.

While I don't use it, I just checked an account and the link is there.

Just be aware there are 3 MacAfee packages offered by Bell, and only 1 is for free. The "Better" and "Best" package are $5 and $10 monthly. The "Good" is free. More information here. 

Based on what you wrote I am assuming you were trying to sign up for the "better" package, which would explain the $5 monthly charge.

In my personal opinion you don't need MacAfee at all on Windows 10/11, as Windows already comes pre-installed with Microsoft Defender.

[Cross]

Customer service and loyalty said there is no free option for me since I am under a promotional home internet package - I must pay for better $5 or best $10 . No excuses . No way out of this she said . Pay or no Mcafee security. 

I did all the steps recommended by @WelshTerrier, but it just takes me back to the dashboard every time. Do I need McAfee at all? Thank you for your help.

[dks]

To reply to your question, no, you don’t need McAfee security. I  concur with @Vanadiel. It is a “nice to have” but not essential. Windows built in security is certainly adequate for home users. I have several devices in the iOS/iPADos environment with no installed security and never had issues beyond normal prudence such as not opening unknown or suspicious emails and other prudent practices. 

[Vanadiel]

To be honest, in my opinion you do not need MacAfee or Norton, or any of these other packages on Windows 10/11 machines.

[WelshTerrier · Accepted solution]

Good Day.

You did not mention in your original posting that you already were receiving an internet promotion. You sort of answered your own question in terms of not being able to download the application. "Customer service and loyalty said there is no free option for me since I am under a promotional home internet package - I must pay for better $5 or best $10."

Microsoft Windows Defender is a very good product & is a free alternative worth consideration.

Thank you for your feedback

Take care.

[Cross]

Thank you, then why is Bell promoting a free McAfee Security if it is not really true ? (They should clarify and say not free for those who have a promo package)

Bell is pleased to offer McAfee® Security from Bell, which includes Antivirus, Firewall, Parental Controls, Phishing Protection and much more. This award-winning suite of security products is available to all Bell Internet customers at no extra cost. 

https://support.bell.ca/internet/mcafee-security-from-bell

[dks]

I can’t say why Bell promotes the software. As a user, I don’t need it. My past experience was that it slowed my system down. 

[Vanadiel]

I have a promotional package and access to MacAfee. Maybe they changed it, maybe they were trying to "upsell" you.

[Vanadiel · Accepted solution]

Mystery solved:

The Good Bell McAfee package is no longer available as of September 13, 2024. Customers who already had the free Good package included with their internet (prior to Sept 13th 2024), will keep the service until they decide to modify their Internet package. 

With that said, new customers signing up after Sept 14th are given the option to choose if they wish to subscribe to the Better or Best package at a monthly cost of $5/$10. 

[Cross]

Thank you for your feed back.  I am also unaware that the promotion does not include McAfee Security. The ad just says "Bell is pleased to offer McAfee® Security from Bell, which includes Antivirus, Firewall, Parental Controls, Phishing Protection and much more. This award-winning suite of security products is available to all Bell Internet customers at no extra cost."

[Stubbs]

I also had a similar issue. In one instance I was told Bell doesn't provide this. It is no longer on my bell bill as a free subscription.As you stated it states on their website and in my contract that it is provided. If they are taking it away. Notice needs to be given. I believe that they have a duty to protect our phones that use their service.

[WelshTerrier]

Good Day.

The Good Bell McAfee package is no longer available as of September 13, 2024. Customers who already had the free Good package included with their internet (prior to Sept 13th 2024), will keep the service until they decide to modify their Internet package. 

New customers signing up after Sept 14th are given the option to choose if they wish to subscribe to the Better or Best package at a monthly cost of $5/$10.

If you are interested in McAfee Security through Bell, you will need to subscribe to McAfee Better or Best. 

If the McAfee Good is included as part of your Internet subscription, simply login to your MyBell web account. Select > Internet. Select > Manage my package & features. Scroll down to Features - Security | McAfee Security - Good: $0.00 /mo. Select > Download & follow the onscreen instructions.

McAfee Security from Bell - FAQ

Take care.

[LudoZ]

I was contacted by a manager at Bell and was told that the “Good” McAfee protection is no longer offered by Bell as part of internet plans, even if it still shows on My Bell and the website as part of the plan. This is extremely misleading. Furthermore several Bell employees seem to have no idea about this and just make their clients lose time with unhelpful information. So 1. Stop showing misleading information about services which are no longer offered 2. Give your employees up to date information about what is included in their plans