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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[Vanadiel]

The information about the "good" package not being available for new internet plan subscribers is on the web site:McAfee Bell 

It shows everything that is included with each package.

[LudoZ]

I am not a new subscriber. I had Bell Fibe for 10+ years.

[Vanadiel]

Instructions on how to download it are available here. 

Subscribers prior to the announcement date will still have access to download and install the previously offered "free" package. It's available for download from the Mybell page under the "overview" tab under "my services".

[WelshTerrier]

Good Day.

Thank you for your input & feedback. I do not work for Bell. I am only one member of many on this forum trying to help another member in solving a problem.

I would like to provide additional help to you, but I am unable to do so. We do not have access to your account and billing records on this website.

If a Bell Customer Service Manager has advised you that you do not qualify, then there is little more that we can do to change this. We can only try to assist you with the information & details that you have provided to us.

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 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 am amazed by the disinformation being posted here.

I can still download the software because I was a customer before that date. The software simply won’t install. So having access to a download page is completely useless!!

[BellPatricia]

Hi there @LudoZ 

Thanks for reaching out to the Bell community.

We want to review this a bit more and I have sent you a private message to get some details. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

@BellPatricia 

[Vanadiel]

I just tried it and it installs fine for me.

Make sure to disable any other anti-virus software you might have installed, to avoid conflicts.

[LudoZ]

I already removed all antivirus software. Also don’t have any vpns.

Are you using a new serial number or an existing serial number? Also are you using the “Good” version? From what I was told the issue is that any new serial numbers will not work, but it will continue to work for existing ones.

Otherwise, it’s great that’s it’s working for you, but nobody at Bell has been able to get it working on my computer (I have a Mac with the latest OS). All they have done is bounce me back and forth from Bell to McAfee. Only troubleshooting they did is ask me to reboot my computer. Or told me to “download and follow instructions” which is of course what I have already done.

[Vanadiel]

It provides the serial number as part of the download screen. Never used it as I don't need it. Mine is hiding just behind the installation popup.

I am using the good version, but not on a MAC.

[LudoZ]

My installation asks for a serial number and then doesn’t proceed after I insert it. I am also given a serial number in the download screen.

I suspect that you should have some serial number or account information saved from when you first installed the software. Not sure it would work on a new PC.