Could you please follow the below troubleshooting steps to check if your machine is able to reach adobe servers?
1) Basic Internet connection test - Open Google.com to make sure if your internet is up and working.
2) If Step 1 passes - Open Command prompt and use command 'Ping Adobe.com' and check if you get a response from the servers or the packet gets lost.
3) In case if Step 2 passes - Open the host file on your machine on the following location: C:\Windows\System32\drivers\etc and check if there are any Adobe related entries. - if you find one, please remove those files and try again.
and In case if you have contacted the chat support and they say that its a virus protection related issue - could you please try to Pause the virus protection for sometime and give it a try - so we would know if that is the issue and can help you with some workaround.