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McAfee Information

 

Introduction


McAfee prevents malicious activity while continuously monitoring your internet connection

McAfee Products are only available in DC Metro, IL, MA, NY and PA

McAfee PC Security Suite

  • All customers that subscribe to all services, phone, cable and internet; also any data customer in Massachusetts (Site 22) can get the McAfee PC Security Suite free, customers may purchase the same suite for $3.95

  • This McAfee product will help stop viruses, defend against hackers and thwart identity theft

  • Free McAfee PC Security Suite is added in ICOMS using package code MCAFEE_SS

  • The Free McAfee service can now only be given to Triple Play customers or any data subscriber in Massachusetts (Site 22)

  • The McAfee product family is comprised of various components in one bundled product

    • Integrated anti-virus and firewall technologies to combat sophisticated attacks
    • Virus Protection
    • McAfee System Guard
    • Image Analysis for Family Protection
    • Rootkit Protection
    • Network Manager
    • McAfee Shredder
    • Script Scanner

    There are no free trials offered by Astound, customers can go to McAfee's website to and download a 30 day free trial

  • Free McAfee trials URL: http://us.mcafee.com/root/downloads.asp?id=freeTrial

    • McAfee's FreeScan online virus scanning tool can be found at: http://home.mcafee.com/Downloads/FreeScan.aspx

      • This scanner does not remove the virus if one is detected

      • The customer needs to obtain an actual anti-virus program like McAfee VirusScan

Resolution Steps

  • Customer get their McAfee Software via an email in their preferred email address mailbox with download and installation instructions within 4 hours of work order completion

  • McAfee allows product installation on up to 3 PC's at a time

  • Please refer to the End User License Agreement (EULA) provided with the software for more details

  • Customers can log in to their McAfee account online and go to the MyAccount page

    • Click the link My McAfee Products

    • Available software appears in My Apps area

    • Click the available download and follow the simple installation instructions

Missing McAfee Download

  • Ask the customer if you can login to their McAfee site online and check the situation

  • When product is available for download, the My Account > Subscriptions section looks similar to the screenshot below

  • When there is no product available, you will be able to login, but no Download button will appear in My Account > Subscriptions

  • In any scenario where the download is missing:

    • Complete 2 service changes to remove and re-add the McAfee product code to ICOMS

      • Removing and adding the service codes generates the subscription to the preferred email address

Resend the McAfee Subscriber Email

Follow all steps in order to resend the McAfee Subscriber Email

1. Check for active service codes and preferred email address

  • Check services for the active McAfee service code and work orders for a completed work order

  • Note the time of order completion

  • Check Customer Info for a preferred email address

    • The subscription activation e-mail is sent to preferred email

    • If no preferred email is on the account, check the first data user (DU) email

      • First Data user email is used when no preferred email has been captured

  • It may take up to 4 hours after order completion for the customer to receive the activation e-mail from McAfee

2. When four hours have elapsed since the Work Order was completed

  • Ask the customer to check their preferred email for the McAfee subscription email

  • If they've checked the correct e-mail account and still has not received the e-mail, try the FORGOT PASSWORD info below

  • Instruct the customer to go to the McAfee Homepage (Astound Affiliate site). (http://us.mcafee.com/root/dashboard.asp?affid=322)

    • Click "Forgot Your Password?" (http://us.mcafee.com/root/forgotpassword.asp?close=true)

    • Under Forgot Your Password, enter your registered e-mail address

    • Click Get Password

    • Confirmation appears. Click Close

    • The customer's password will be sent to the e-mail address you entered. It is sent within minutes, often within seconds

3. If the Forgot Password does not send the customer his information, or, if the McAfee Website Tool says "The e-mail address does not exist in our system"

  • Complete 2 service changes to remove and re-add the McAfee product code to ICOMS

    • Removing and adding the service codes generates the subscription to preferred email address

4. If the customer still does not receive his McAfee information, after codes have been removed and added

  • If the customer still does not receive his McAfee information, after codes have been removed and added

    Create a Technical Case from the BOLT Work Order Tab

  • Trouble Call or Tech Case: Trouble Call
    Service Category: Data
    Problem Description: Data Security Issue (Anti-Virus)

  • Click Continue

  • Describe the issue in the Comments

  • In the Case comments provide:

    • McAfee service code in ICOMS

    • Preferred email address to send the subscription information

  • Click Submit

Pending Work Order and Not Able to Receive Updates from McAfee

    The customers account status must be ACTIVE to receive updates from McAfee, accounts with a pending work order cannot use this service

Customer Changed Their Email Address

If a customer signs up for McAfee products and his e-mail address is example@Astound.net, but after he signs up he changes his e-mail address to someone@Astound.net, how does he update that information with McAfee?
  • The customer will need to login using their "old" e-mail address and password

  • Click Update Account Information

  • Click Edit

  • Change the e-mail address

  • They must enter their current McAfee password to save the changes

  • Click Update

Re-download the Software

  • Instruct the customer to go to the McAfee Homepage (Astound Affiliate site) (http://us.mcafee.com/root/dashboard.asp?affid=322)

  • The customer can find this URL in the subscription email sent to their preferred email address that contained the selected software(s) download and activation instructions

  1. When prompted, the customer will need to enter their registered e-mail address and password. Then click Log In

  2. Next, the customer will need to locate the product they want to download again and click the download button in the Device Protection area

  3. Follow the installation instructions

Customer Re-formatted Their PC and Needs to Re-install Software

  • The customer can go to the McAfee site and simply re-download the software

  • If they do not have the subscription activation email with their login, you can conduct 2 service changes to remove and re-add the McAfee service codes from ICOMS, which generates the activation email to the preferred email address in approximately 4 hours

McAfee Restrictions

  • McAfee services are not available for Mobile OS devices or the Macintosh/iOS operating system - only Windows PC's

  • McAfee services are not available to dial-up and email only customers

  • McAfee Security services are only available to high speed data customers, check Pricing Sheets for availability

Internal Information

Commercial Agent Steps

Financial Agent Steps

Management Steps