why am I suddenly unable to go to Home Depot or Lowes websites, I get "access denied"

You don't have permission to access "http://www.homedepot.com/" on this server. Reference #18.90c84d17.1710530021.19218dac

Responses

Accepted Solution

Official Solution

That error looks like the Web Application Firewall service integrated with the web site's CDN has decided there a reason to prevent you from connecting. It could be stuff stored in your cookie store. It could be your assigned public IP address. The only way to know for sure is for the CDN to tell us, but it won't. You can ask the site to ask why your transaction was rejected, they can ask the CDN or use the CDN tools to find out. Odds are that they won't do it.

In any case, this isn't AT&T's doing.

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Accepted Solution

JefferMC

ACE - Expert

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36K Messages

4 months ago

Let's see if we can narrow it down. It seems that Home Depot uses Akamai as its CDN. See what the following link says about your IP's reputation with Akamai:

Client IP Reputation Lookup

If it says that your reputation is fine, then try:

http://whatismyip.akamai.com/advanced?debug

To see what location Akamai thinks you're at (should be the second line of the page).

Also, try an Incognito window to visit home depot. What happens then?

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Accepted Solution

JefferMC

ACE - Expert

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36K Messages

4 months ago

Your IP via IPCONFIG is a local, private IP, probably in the range 192.168.1.1 through 192.168.1.253. That IP doesn't make it past your gateway. Your Gateway had to translate private IPs into your Public IP your Gateway was assigned in a process known as Network Address Translation (or NAT), and that public IP is what the whatismyip is showing you.

Yeah, if the first thing was the problem, then that's the problem. The others were just possibilities if you got an all clear on the first one. Someone who was assigned your IP before you apparently engaged in some less-than-savory activity and so Akamai decided to list them as risky. Companies using Akamai can chose to block traffic from risky IP addresses.

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Accepted Solution

JefferMC

ACE - Expert

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36K Messages

4 months ago

So, if I understand you correctly, my choice is to get ATT to swap out my router, which I doubt they will do,

Swapping out your router will accomplish nothing. AT&T doesn't have an established mechanism for changing out IP addresses. The public IP is really associated with your account, not your specific Gateway.

or just use my cell phone when I want to go to Home Depot or Lowes.

Yes, that would work.

This is frustrating especially since I've had the same router since 2019 and now suddenly there's a problem.

That's odd. That either means:

(a) the "risky: behavior came from the IP while you had it, perhaps via malware, or someone "borrowing" your internet via Wi-Fi sharing

(b) AT&T did change your IP address, which does occasionally happen, but is very rare except when upgrading to Fiber from DSL

(c) Akamai decided to block a subnet (or range) of addresses instead of just one, which in a consumer IP pool, they shouldn't do.

Your best bet is the appeal with Akamai. Hopefully that works out.

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ATTHelp

Community Support

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232.9K Messages

4 months ago

Hello, @Gemini605.

We understand your concern. We are here to help you regards the websites issues you are facing.

We suggest contacting our team at abuse_rbl@abuse-att.net to see if the website has been blacklisted.

Also, try factory resetting the gateway and test the ping again.

These are the website you're having trouble with, right?

Also, try factory resetting the gateway and test the ping again.

If you need help with anything else, let us know.

Thank you.

Mike, AT&T Community Specialist.

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Gemini605

5 Messages

4 months ago

This is the best, most logical answer Ive received for this. What can I do now? How do I get a new public IP address from ATT? I would like these frequently used sites back. Thank you for that answer.

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ATTHelp

Community Support

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232.9K Messages

4 months ago

Hello @Gemini605! We understand that you're looking to get a new public IP address from ATT, we hear you and want to assist you.

The IP address that's associated with your router will not change unless you get a new gateway or purchase a block of static Ip's. Take a look at this page that ⁠answers the question about IP address you have.

For further assistance, we are always here to help!

Thank you for visiting AT&T Community Forums!
David, AT&T Community Specialist.

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Gemini605

5 Messages

4 months ago

Client IP Reputation Lookup revealed my IP was a risk. I submitted an investigation from that screen.

Whatismyip revealed my location correctly.

Incognito mode didn't help

I checked my IP through IPCONFIG and it does not match what Akamai says it is

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Gemini605

5 Messages

4 months ago

So, if I understand you correctly, my choice is to get ATT to swap out my router, which I doubt they will do, or just use my cell phone when I want to go to Home Depot or Lowes. This is frustrating especially since I've had the same router since 2019 and now suddenly there's a problem. Thank you JefferMC for your help with this.

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