Check out AT&T's Valentine's Day Gift Guide for ideas & deals on the new Samsung Galaxy S23!
Get superfast AT&T Fiber internet
Dandylion23's profile

New Member

 • 

7 Messages

Thursday, November 10th, 2022 3:50 AM

AT&T Active Armor Advanced Internet Security will not activate

AT&T Active Armor Advanced Internet Security will not activate. 2 months now and multiple calls with no resolution. Being charged for a feature that doesn’t work- worst of all I have no parental controls in a house of teenagers. I can’t even schedule devices or create profiles anymore since upgrading and it’s a pain in the (Edited per community guidelines) and making our lives miserable. Thanks for selling me (Edited per community guidelines) that doesn’t work AT&T

ATTHelp

Community Support

 • 

207.9K Messages

3 months ago

We can help you to set up parental controls for your internet and activate your AT&T ActiveArmor to protect your internet, @Dandylion23.

 

We know the importance of having a safe internet space for your teenagers.

 

First, we encourage you to set content controls with Smart Home Manager App. Smart Home Manager comes with content controls on select Wi-Fi gateways. These include models BGW320, BGW210, NVG599, and Pace 5268AC. You can use content controls to:

  • Create profiles: Assign devices to users on your Wi-Fi network.
  • Pause internet access: Turn off internet access by profile or device.
  • Set time limits: Schedule internet use restrictions by a specific profile.
  • Use content filters: If you have Internet Security Advanced with Active Armor, you can use web and content filters to limit unwanted content for a specific profile, including kids and teens. You can also filter by categories such as entertainment and leisure or weapons and crime. (Internet Security Advanced is only available on a limited basis.)

AT&T Smart Home Manager Parental Controls lets you choose how your family uses your home network. Set profiles, create time limits, and more.

 

Please let us know if this helps or you need further assistance. 

 

Olajide, AT&T Community Specialist

 

 

 

 

 

tonydi

ACE - Guru

 • 

9.6K Messages

3 months ago

🤦‍♂️🤦‍♂️

ATTHelp Olajide......maybe the BIG TYPE confused you, yeah, that must have been it.

New Member

 • 

7 Messages

3 months ago

Do you even read the post ATT specialist Olajide? 
We have the smart home app and after upgrading to advanced armor with the BGW 320 the advanced armor feature is just stuck in the app and won’t load. The router has been reset as well as the app several times and the service just says “active armor activating in a few minutes” and never does.. you cannot use any of the features in the smart home app BECAUSE THE ADVANCED ARMOR SECURITY DOESNT WORK ANE WONT LOAD INTO THE SMART HOME APP. Can you address the problem because I know I am not the only one stuck with buggy advanced armor 

ATTHelp

Community Support

 • 

207.9K Messages

3 months ago

We understand how frustrating it can be when your security app isn't working properly, @Dandylion23. We're here to help turn this around for you.

 

To start, if you're having problems getting the Active Armor active internet security app to work correctly, we recommend first and foremost reviewing the eligibility requirements. You can get AT&T advanced internet security features if you have: 


• AT&T Smart Home Manager app to manage AT&T internet security features 
• AT&T Fiber plan based on current speed 
• BGW320 Wi-Fi gateway 

Once you download and activate the Smart Home Manager app, you will see an AT&T internet security card in Smart Home Manager. You can review the Terms & Conditions and enable AT&T internet security features from there.

 

If after verifying that you've met all the above requirements and the app itself is still refusing the load, we recommend performing the following troubleshooting steps:

  • Uninstall and reinstall the Active Armor App- reinstalling the app can fix many common bugs and resolve loading issues.
  • Ensure you're logging in with the correct User ID- This is especially important if you have multiple services with us. Make sure you're signing in with the ID that your actual service is based on, as often times a different User ID can be the root cause behind certain features on an account being unrecognized.

If you're still unable to get the app working after trying the steps above, please let us know, and we'll be more than happy to see what further action we can take to get this working for you.

 

Let us know if this fixes your app/service for you. We look forward to hearing back from you!

 

Jarod, AT&T Community Specialist

New Member

 • 

7 Messages

3 months ago

Hey Jarod no offense but we are so beyond your suggestion. We have the required equipment and I am paying for upgrade that doesn’t work and have wasted about 10 hours of my life on the 

New Member

 • 

7 Messages

3 months ago

Advanced armor that doesn’t work. All your suggestions have been done ad nauseam with multiple phone conversations and it still just says “advanced armor” activating in the smart home app. 
what I would like is an actual answer as to why you sell a feature that does not work? And why it won’t work and when will it work? And why no one will actually give me customer service to fix it ?

ATTHelp

Community Support

 • 

207.9K Messages

3 months ago

Thank you for that information, @Dandylion23

 

Let's move this conversation into a direct message! This way we can submit this issue to our team for further review. Be on the.lookout for a chat notification in the upper right-hand portion of the page, next to the bell icon.

 

We look forward to speaking with you!

 

CalebP, AT&T Community Specialist 

tonydi

ACE - Guru

 • 

9.6K Messages

3 months ago

Uhh oh, there we go, off into the abyss where any solutions (are there ever any?) get worked out behind the curtain.

@Dandylion23 Please do come back and let us know the wonderful solution ATTHelp comes up with.

Personally, I think you're expecting too much from this crappy software, even if it did work.  Unfortunately I think your only real solution would be to add a third party router to your system, one that actually has decent parental controls. 

New Member

 • 

7 Messages

3 months ago

This
Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.