BGW320-500 dropped connections and power cycling
A few months ago, I signed up for AT&Ts Internet 5000 plan. Fiber had just been completed a few months before that in my neighborhood. Unfortunately, I have since had about 70 outages ranging from a few minutes to weeks. Each time the modem would restart and go into a cycle of a single amber flash of light, a slow flashing white light, fast flashing white light, then repeat. Following the usual troubleshooting steps failed to resolve the issue, such as unplugging the modem, waiting, replugging, etc. I spoke to many techs on the phone, had no less than 7 techs come out to check everything locally, a teams call with a tech at my home and several high level folks on the other end. None were able to determine the issue or get it cleared up. One modem was packed up and sent to R&D or wherever those go. Finally, after dropping back to an older 1gig modem it cleared up, but that is not the service I needed or wanted, so after AT&T tried wiping my account completely, and establishing a new account, the problem went away for weeks. I was excited. But now its back.
My setup is fiber->BGW320-500 with all wifi antennas turned off, ->10gb Switch*->Orbi RBRE960 and 2 Satellites->Smart Home w/about 42 devices (Ring Alarm system, assorted devices like lights, switches, plugs, etc.). My LAN is Cat8 and Cat6 runs, and 10GB ethernet cards in my work PC.
* Completely removing my local network does not change the behavior of the modem.
The last 2-3 times I called in, the results are the same. They troubleshoot with me, the system may come back online while we're talking, right after we talk, or sometime between then and the tech being dispatched. Regardless, the techs have been no shows without even notifying me they are not coming. I honestly think they've given up on it being a local issue, but I call or text would be nice considering I alter my schedule for them. I usually get a text about the scheduled tech, the COVID warning text, and a couple of times one that says something like "we found and fixed an issue on our end and it looks like your internet is not back online, please respond "FIXED" if you wish to close the request" (or something like that), which I have not be doing. If may come back up, but not for long.
I have tried everything I can think of next to cancelling my account or settling for a slower product. Neither is something I want to do. I've invested too much time and money into this so far. Upgrading to 10gbit network hardware, Wifi6e mesh, and pure sine wave UPS just to mention a few of the investments. (And yes, I did remove the UPS and any power strips from the modem, which is completely counterintuitive if you ask me, and risky).
In defense of the techs that have come out to help, they have been competent and professional, and have tracked every facet of the hardware install inside my house, outside my house, and to the local switches/splitters. They've replace my modem FIVE times. They replaced the inside wiring, connectors, etc. With the intermittent nature of the problem, they basically throw everything they can at it until it comes back up. A few days may go by, then the process begins again. They've been as flummoxed as I.
I am not ready to let this thing beat me. Any ideas would be great. Is there a log I can access in the modem to get a record of my downtime? I use my own local network logs and can see indicators of when it does down. (Not to mention an orbi satellite in my room to loves to start flashing when it loses connection, and its plenty bright and wakes me up when it does.). Also, if there some known issue related to the number of devices connecting to the network? Some reps seem surprised at the number of devices connecting.
I tried to keep this short, but its been a long three months. I even had to switch to my hot-spot to complete this post, my internet went down again while I was typing.
I'd love to get other suggestions, and I am happy to answer any of your questions that I can.