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IrvSp
Contributor
Message 1 of 3
‎01-31-2020 02:26 PM

McAfee for T-Mobile, cannot complete install.

The root problem is some features I can not enable.

I am on an LG G7 running Android Pie 9. I should add my wife has the same phone and OS and it works for here completely.

I have had some serious erosion of my battery power. I then discovered I didn't even have McAfee running? Called T-Mobile and was told to uninstall it and re-install it from the Android Store. Did not work as it couldn't log in.

Was directed to call McAfee Mobile Support. An agent had me load onto the phone 'Rescue' and connected to me. He tried, and could not get it fully loaded. Problem, my USERID was wrong (it pre-filled in when opening the login prompt). Tried using 'forgot P/W' but it never arrived in my mail (or GMAIL in any folder). OK, I do have another ISP email address. Tried that and was told password was wrong. Tried Forgot P/W, and that did come in. So I used that to change it but then I was told another userID was registered to my phone (I think that is how it came about, not sure, didn't keep notes)?

So the Agent gave me this case # and said he'd have to research this, and when I was called back, it was with a different case # for someone with a different name. I wasn't home, so I called back with the case #that was left. Eventually spoke to 'Sam' and he couldn't talk to me as I was not the owner of the case!

Possible you can see my story on the T-Mobile site @ https://community.t-mobile.com/thread/152964 which transpired over a few days and T-Mobile considers it closed, but not me...

This is a copy of the phone message:

==============

Hi this is Sam from McAfee this is regarding the case number 273-404-7327. Calling regarding the same but unable to reach you and speak a voicemail same issue with Maxie please give us a call back and you're much more glad to help you from there. Thank you for choosing McAfee mobile support. Have a nice day.

==============

Only problem, my case # was 273-319-1193! Gave that to Sam, he said he'd have to research this and would get back to me in an hour. NEVER HAPPENED!!! Beginning of this week.

Can any McAfee people here see these cases and assist?

Basic problem appears to be that my phone number is 'registered' but to what ID it can't be discovered. Agent had no problem finding out what my wife's phone number is connected to, but can't find mine?

HELP...

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2 Replies
sivasubramanian
Moderator
Moderator
Message 2 of 3
‎01-31-2020 10:26 PM

Re: McAfee for T-Mobile, cannot complete install.

@IrvSp 

Sorry for the inconvenience caused. We will check this and you will be receiving the call back soon from the concerned team.

Regards
Siva

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.
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IrvSp
Contributor
Message 3 of 3
‎02-22-2020 04:28 AM

Re: McAfee for T-Mobile, cannot complete install.

@sivasubramanian wrote:

@IrvSp 

Sorry for the inconvenience caused. We will check this and you will be receiving the call back soon from the concerned team.

Regards
Siva

Siva, was away, but before I left there was a call but wife was on an important call and could not switch over to it. They didn't leave a message either? Number that call when I called back could not connect me to whom called. Never called again. Still have the problem.

Please have them call again and if we are not home, leave a message with information how to connect to them please.

 

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