AT&T Fiber Modem rebooting every day

Hi there, IndySub. We understand that your AT&T equipment keeps rebooting on its own once a day. Let's take a look at why that could be happening.

First, the router rebooting is caused by one thing and one thing only and that is a power concern. Let's look at some common causes. These causes are:

1. Damaged Power cables: Damaged power cables can cause reboots, because the wires inside the cable are disconnecting and once they settle, reconnecting. Our recommendation is that if the power cable is damaged, we can replace the entire router.
2. Enclosed spaces: Having the equipment put out of sight is pleasing to the eye, but it does create power concerns. Not only does it create excessive heat, which can interfer with the Wi-Fi, but it can cause the AT&T equipment to reboot. Our recommendation is that the router can remain out of sight, but it needs to out in the open air. This is so it get enough air circulation.
3. GFI outlets: Ground fault indicators are outlets designed to indicate a shift in the ground fault under a home. It is controlled by a special switch with either a red and black or red and blue switch. Sometimes when the grounds shifts, the GFI can be triggered and the power can go out on the router. That is perfectly normal.

These are just a few things that can cause a router to reboot on its own. There are many more. Our recommendation is read over the information in our equipment environment article.

If you have any questions or if you think you need a replacemnt, please update us.

Matthew, AT&T Community Specialist

None of the above.  Brand new modem & power supply, in an open living room (not GFI outlet).  Also, I have tried moving the modem & power supply to another outlet, still same issue.  The fiber connection box in my doesn't require a power supply. 

Is there a way to set up advanced logs?  I have collected default logs for five days just before & after the reboot.

Thanks for coming back and for providing more information, IndySub. We do appreciate it. So it looks like we need to move on to a more detailed investigation.

Our next step is to move this conversation to the AT&T Direct Message space. You will see a chat icon, next to a bell icon, in the upper right of this thread, next to your forums profile icon. Our next message will appear there.

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Looking forward to speaking with you.

Matthew, AT&T Community Specialist

@IndySub 

I would if you are overflowing the NAT Table which could cause random restarts of the BGW320s. Check this link a couple of times a day to see how many sessions you have active.

http://192.168.1.254/cgi-bin/nattable.ha

You will need the Access ID from the back of the BGW320 to access this page. The max number of entries is 8192.

ETA: still learning to spell letters and numbers...

Dave

@IndySub 

Can you get the gateway on battery backup?

The firmware level is latest AFAIK, so you’re good there.  If you can run it in default settings, even better.  

Thank you for everyone's help.  I was able to fix this forever.  Looks like AT&T modems can not handle IPV6, if you turn off IPV6, it is working fine.

In my case "Home Network -> IPV6" change both DHCPV6 & IPV6 off.  My modem is finally up for 5+ days with no reboot. 

@gr8sho  => No a power outlet issue.  Many of my neighbors having the same issue.  If you google, there are 1000's with similar complaints.

@dave006 => I did not take the NAT table for IPV6 turned off, now I see only 20% table being used.

I'm trying this on mine now. Has it continued to work for you with no issues? 

@IndySub,

I just read your remarks and noticed you were experiencing the same problems as I have been experiencing over the past several weeks. It's been driving me crazy and I've reached out to AT&T support and they have not been able to fix the reboot issue at all. They even sent me a new BGW320 but to no avail. Same issues. I have a HUMAX BGW320-500 running the latest firmware (3.20.5). It was running perfectly for about one year straight until the firmware was updated sometime around November. I believe from that point forward I have experienced almost daily reboots which is very annoying.

In any case, you are the first person I've found describing disabling IPv6 so I went ahead and gave this a shot just now and will keep an eye on this. Fingers crossed this will work!!

Side Notes:

I had originally reported this issue to AT&T several weeks ago and they sent me a replacement unit (initiated over chat support). I swapped out the original device with this new replacement (same model BGW320-500) so I was a bit skeptical that it would work, but it was explained to me that the new replacement unit had the latest firmware pre-installed so it shouldn't trigger a reboot. This all proved to be a waste of time and had nothing to with the firmware trying to update. My original one was updated to 3.20.5 and that's when it began experiencing issues.

After being in touch with an AT&T support representative over the phone several times (to be fair, this guy was very diligent) he finally concluded that I needed a Nokia manufactured BGW320-505 and allegedly ordered one for me. Well, it ended up being another HUMAX BGW320-500 that arrived so I didn't even bother swapping it out with the one I'm currently using. Since then, I've continued to experience this router rebooting every 24-48 hours.

It was confirmed the fiber itself up to the house was fine and no internal issues within my home. This has been a very very disappointing experience, particularly because my service had been very robust for one year before this began happening.

Hello TimCap, we will be happy to offer a helping hand with your resetting modem.

There could be a possible reason as to why the modem keeps resetting. How is the equipment plugged in, and powered up? Is the modem plugged into a surge protector or a wall outlet? That could be a cause for the resets.

If it is plugged into a surge protector, can you try plugging it directly into a wall outlet and monitor it for any changes. Surge protectors can cause resets, loss of service and slow speeds as well. Please let us know if that helped.

Lani, AT&T Community Forums

Hallo Lani,

Thank you for your comment, duly noted. As of this moment, since I had disabled the IPv6 setting in the router, it has not yet attempted to reboot. It's been 61 hours and running since the last time it rebooted and it has been a long time since it has gone that long without rebooting so we'll see.

To answer your question, my router is plugged into a surge protector, a pretty robust one. However, please understand that it has always been plugged into that same surge protector for over a year and never experienced the reboot issues until November. Personally I'm skeptical of the firmware update in November when it was updated to 3.20.5. Having said that, I'm curious about your feedback on surge protectors being a potential root cause of resets. Is there an established history of that happening with the BGW320-500 gateway devices? Just curious. 

By the way, what are your thoughts on IPv6 being disabled?

Thanks again for your help in trying to diagnose the problem I've been experiencing.