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New Member

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3 Messages

Tue, Sep 29, 2020 8:58 PM

AT&T Internet Security Suite

The link to download is messed up and I have called multiple times and it is still messed up.  Every time I try to get to the download page an error page appears and logs me out.  Will someone please fix this?

ATTHelp

Community Support

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175.7K Messages

1 y ago

Hello @TonyLuh,

 

Let’s get you protected.

 

I would like to begin by asking a few questions.

  • What does the error message you receive say?
  • Have you tried a different web browser?
  • Are you using a PC or a Macbook?
  • Have you tried a different computer?

Upon checking the download link it appears to be working so let’s check a few things to get this working.

  • Make sure you are going to our support page and scrolling down to the “Install Internet Security Suite” subheading
  • Clear history
  • Clear cache and cookies
  • Make sure you are not using any saved login information
  • Make sure your browser is up to date
  • Make sure your computer is up to date

We hope this helps @TonyLuh, please let us know if we can be of any further assistance.

 

@KaneB, AT&T Community Specialist

New Member

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3 Messages

1 y ago

Thank you, KaneB, for replying.  When I called, I had gone thru the iterations you mentioned above, such as clearing out cache, using different browsers, using both PC (Windows 10) and Macbook Pro, etc.  And the result is the same.  Each time, I get to the page and I hit the get it button, I'll be redirected to this page (please see image) attached to this message.  The tech guy with a heavy Indian accent I spoke with said he believed there is an internal cache issue specific to where I am and he was going to alert someone to fix it.  It has been more than a month now...

ATTHelp

Community Support

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175.7K Messages

1 y ago

Hey @TonyLuh,

 

When you are signing up, are you using your primary AT&T ID? AT&T Primary ID will be a user ID  with @att.net attached to it.

 

The AT&T Internet Security Suite will not recognize any other ID's, and you will get that same error message.

 

If you forgot your primary ID, you can submit a forgot user ID request.

 

Let us know if this helps.

 

 

Max, AT&T Community Specialist

New Member

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3 Messages

1 y ago

Thank you. That is helpful. I’ll try to get my ATT.net email. It’s just weird is all. If I can log in to my ATT account and there is no requirement for me to use an ATT email for my login name, I just don’t understand why I can’t download the software?

ATTHelp

Community Support

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175.7K Messages

1 y ago

Hi @TonyLuh, thank you for the update on your issue.

 

If you have any additional concerns, please feel free to reach out to us. Thank you for contacting us on AT&T Community Forums!

 

Lafayette, AT&T Community Specialist

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