I can not sign in the copyright infringement tutorial

Same issue! The person i talked to said they were gonna escalate my ticket to IT, i believe that happened, but i still have the same problem as before. 

For what it's worth, i noticed that on the letter they send in the mail, the "User ID" listed on the upper right is NOT my user id. it's some kind of sbciptv_#####@att.net email instead. 

Gonna try to reach out to IT again and see if that's related to the problem...

We're here to help, @Nole1NBoca!

Can you clarify with us what forms of troubleshooting the people you spoke with had you go through so far, and what device you are using to access the tutorial? We do have our own troubleshooting steps for it, but knowing what you have gone through will help prevent us from rehashing what you have already experienced. 

Let us know. We look forward to hearing back from you!

Donovan, AT&T Community Specialist

The first person didn't really understand what it was that I had to take a tutorial for, after putting me on hold she at least got me to the department that does copyright infringement.  The 2nd one (Arnold) said that I had to talk to another area that can set me up with another member ID and password to sign in.  We sat on hold for about 15 minutes and he said he couldn't wait anymore  so he left.  About 30 minutes more Jeff answered.  He said that yes I need a new member ID and password to take the tutorial but his department can't do that so he was transferring me to the area that does that.  After about 15 minutes waiting for someone he said he couldn't wait anymore and he left.  After another 1 hour and 45 minutes of having the music on speaker I hung up.  

I will take your tutorial if you email me a member ID and password that will work.  If my service is slowed down in the meantime, I will just cancel.   

I actually got through tech support and got a new member ID (on my 3rd try), but STILL could not log in to take the test. No fault of tech support, they were super nice and explained everything. But the existing solution does not work for me. 

I'm in the same boat -- seems my service hasn't been throttled so i'm living with it for now, but i cannot log in and take the tutorial. if my service gets throttled, gonna have no choice but to find another provider. :\.  If there's a way to get around this issue and take the tutorial, happy to take it.

No worries,@Nole1NBoca.

We'd love to help you get the tutorial completed. To started, please clear cache and cookies on your device, restart your device and make sure you're using your primary AT&T member ID. If you are not sure, you can Find it here to ensure proper credit for the tutorial.

We also suggest that you review this forum article to get more details on the Copyright Alert Program.

Let us know if you need further assistance, we're always here!



Yetty, AT&T Community Specialist

We're here to help, @reto.

Have you already tried clearing cache and cookies on your device? Have you tried using another device to complete the copyright infringement tutorial?

You can also try using incognito mode on your web browser to complete the tutorial. Try this and let us know if this helps.

Elmi, AT&T Community Specialist. 

Cleared cache and cookies, now I get:

We apologize for all the trouble with the tutorial @Nole1NBoca!

Upon reviewing the troubleshooting from the Copyright Alert Program - AT&T Internet info we provided, have you also done the following?:

• Reset Password
• Try a different browser
• Reset the router and the device
• Try accessing on a different network

Let us know if you have completed these steps, we want to help you resolve this.

Jessika, AT&T Community Specialist

Really?  All I should have to do is sign in with my email and password like I do when I pay my bills or check my account.  You shouldn't have to jump through hoops for hours on end to just not be able to do it anyway.  Look at this thread, I am not the only one.  Maybe AT&T needs to adjust their system to one that works. 

I have called Charles twice and get his voice mail. 

Now when I try to sign in the the tutorial I get the message:

You are not and HSIA User.