Personal Firewall won't stay on

Hi DisgruntledAlready,

I am sorry that you are having trouble with the McAfee firewall software that you are using.  Was this something that you downloaded from our Cox.net website or did it come with the computer or from another source?  If the program was from our site we will be happy to assist you with it, the number you would want to call is1-888-556-0959.  If the software you are using is not ours, unfortunately we would not be able to troubleshoot it and you would need to speak with McAfee. 

Derrick, it's all part of the "Cox Security Suite." See here:

http://ww2.cox.com/residential/arizona/internet/cox-security-suite.cox

It is of course from your site, but your chat people refuse to support it. Are you telling me this is some magic phone number I can call where your company actually honors its commitments? Can you tell me why I should expect the people at that number to be any more cooperative? I kind of expect to call, be put on hold, run through a half hour rigamarole, then told to go away. That seems to be the pattern with Cox. Anything you can do to make sure I get serviced?

I am having the same issues with all of my home computers that I downloaded McAfee from cox account page.  I am constantly getting msg that firewall is not active and turn on.  I turn on, it stays on for 5-10 minutes and then I have to redo the action.  I have spent the last hour and half on hold and getting transferred to and from the magical phone number and they said it is above their paygrade and to call McAfee.

Here is the real issue.  I pay for secure internet connection via Cox and their contract with McAfee.  Cox has a contractual obligation to ensure that this program is operational.  By not resolving this issue, Cox is not abiding by its end of the consumer contract.  I suggest that the only way to get this resolved is to pursue a class action lawsuit against Cox Communications for reimbursements of internet fees we are paying and have paid but not receiving the said contractual services.  Maybe then, they will find someone, who will have the "paygrade" authority to resolve the issue.  I will be consulting with an attorney on this issue by close of business today.  Anyone who wants to hop on board, reply to this post.  One way or another, this issue will be resolved.

DisgruntledAlready said:

Derrick, it's all part of the "Cox Security Suite." See here:

http://ww2.cox.com/residential/arizona/internet/cox-security-suite.cox

It is of course from your site, but your chat people refuse to support it. Are you telling me this is some magic phone number I can call where your company actually honors its commitments? Can you tell me why I should expect the people at that number to be any more cooperative? I kind of expect to call, be put on hold, run through a half hour rigamarole, then told to go away. That seems to be the pattern with Cox. Anything you can do to make sure I get serviced?

Looks to me like you were given a phone number to call for help. But rather than calling it, you continue your whine here. Amazing...

Dear Domino,

Obviously, you don't value your time. I'm the same way: I don't value your time either.

I'd like to know I'm not going to waste another hour not getting helped. As you can see, I'm not the only one having this problem. But hey, thanks for your worthless comment!

Steve

To Cox Sucks,

I wonder what the equivalent McAfee service is and what the price for that is. Because that's the amount they're ripping us off by.

DisgruntledAlready said:

Dear Domino,

Obviously, you don't value your time. I'm the same way: I don't value your time either.

I'd like to know I'm not going to waste another hour not getting helped. As you can see, I'm not the only one having this problem. But hey, thanks for your worthless comment!

Steve

But yet you waste your time by posting here rather than trying the provided toll-free number. Humorous...

DisgruntledAlready said:

To Cox Sucks,

I wonder what the equivalent McAfee service is and what the price for that is. Because that's the amount they're ripping us off by.

Hmmm...you are being ripped off by choosing to accept and install FREE software offered to you. OK...

Derrick said:

Hi DisgruntledAlready,

I am sorry that you are having trouble with the McAfee firewall software that you are using.  Was this something that you downloaded from our Cox.net website or did it come with the computer or from another source?  If the program was from our site we will be happy to assist you with it, the number you would want to call is1-888-556-0959.  If the software you are using is not ours, unfortunately we would not be able to troubleshoot it and you would need to speak with McAfee. 

The phone number provided here by Derrick is the support hotline for free support for McAfee products provided through Cox.  They should be able to assist you with any problems you're having with the McAfee provided through us.

I will give it a try and report back here.

DisgruntledAlready said:

Chris, thanks for the number. (I'm guessing you're the same Chris who answered me at pissedconsumer.com?)

The help at the special Security Suite number was cheerful and effective. I believe the problem has been solved. I guess I'll know with time.

I do question the apparent policy of not offering support on Security Suite until someone starts complaining publicly! And if that's not actually the policy, someone certainly needs to tell your chat guy Sergio about the special Security Suite number.

The number is given on the website under "Support Information for Cox Security Software":

As a part of our partnership with McAfee, you receive direct support from McAfee for Cox Security Software. Any time you need additional support for Cox Security Suite Plus or McAfee Family Protection, you can visit the McAfee website at http://cox.mcafee.com. Para ayuda técnica en espanol: http://cox.mcafee.com en espanol.

On this website you can:

• Check your installation for problems.
• Access questions and answers from other users.
• Chat with or send email to a McAfee customer service representative.

To access additional support:

• Go to https://community.mcafee.com
• Or call McAfee at 888-556-0959.

DisgruntledAlready said:

Chris, thanks for the number. (I'm guessing you're the same Chris who answered me at pissedconsumer.com?)

The help at the special Security Suite number was cheerful and effective. I believe the problem has been solved. I guess I'll know with time.

I do question the apparent policy of not offering support on Security Suite until someone starts complaining publicly! And if that's not actually the policy, someone certainly needs to tell your chat guy Sergio about the special Security Suite number.

All of our technicians are trained to know this number and to offer it to cusotmers needing assistance with McAfee products provided through us.  I don't know why this process wasn't more seamless for you but I do apologize for that.  As Domino suggested too we also have this information posted on our support site.