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New Member

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3 Messages

Sat, May 2, 2020 3:03 PM

Devices will not connect to Airties Air 4921 Wifi extender

I connected the extender received yesterday via Smart Home Manager which shows the extender is connected to the network, strong WIFI signal, solid green light on extender. This is a Pace Plc gateway installed ~ 3 years. We do have Internet access. But 2 of my tested devices (iPhone and laptops) do not show on SHM as connected to the extender even when they are within 5 feet of it; they continue to show as connected to the gateway although it is much further away, through walls and on another floor of the house. I see other comments about SHM not accurately showing these connections. However, the specific devices do show as low signal when I go to the web access of the gateway so I’m sure that they are not connected to the extender. How can I make the connection to the extender? Should the device connect to the closer of the gateway or extender assuming no interferacne with walls, etc.?

Accepted Solution

Official Solution

New Member

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6 Messages

2 years ago

@janesc320 and #Bvin, I resolved my issue by turning it off and putting it in my file cabinet.  ATT replaced the original Modem/Gateway with a newer unit, and WiFi is strong on all points in my home now.  If your installation already has newer gateway and WiFi Access Point, then a off the shelf Mesh network would be the way to go.  I was looking at Eero until they replaced the gateway. I now have an ARRIS BGW210-700 running firmware 2.11.5 and have been pleased.  No more dropping WiFi from office 20 feet away.  "Your mileage may vary, batteries not included, don't try this at home, objects are closer than they appear, etc." 

ATTHelp

Community Support

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203.9K Messages

3 years ago

We are happy @debra15, to help connect your tablet, smartphone, or laptop to your Wi-Fi network with an extender.

 

You will conntect the same way you connect to your gateway. Just enter your Wi-Fi network name and password .

 

 

Learn more about the Smart Wi-Fi Extender on this AT&T support article.

 

Let us know it this helps.

 

 

Lafayette, AT&T Community Specialist

 

 

New Member

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3 Messages

@ATTHelp Thank you but no, this does not help. The laptop is already connected to the gateway directly, not to the extender (which is model 4921, not 4920). The wifi network name and password is already entered on the laptop. The problem is that the laptop does not connect to the extender no matter how close I place the extender to the laptop. I can see at the IP address of the gateway that the wifi signal received by the laptop is only strong when it is near the gateway, it does not get strong when it is near the extender. Also the Smart Home Manager shows that no devices are connected to the extender no matter where I place it. Do you have any other thoughts?

ATTHelp

Community Support

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203.9K Messages

@debra15

 

Try refreshing everything by first rebooting the Gateway (unplugging it for about 20 seconds and plugging it back) then rebooting the Extender (also by unplugging it for 20 seconds). Then check the SHM and see if the signal is stronger near the Extender.

 

Aminah, AT&T Community Specialist

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New Member

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3 Messages

I am also having the same issue.

Extender is about 4 feet from Laptop.

Via App, Extender DOES NOT display laptop connected.

Via App, Gateway DOES display laptop connected.

Guidance please..

New Member

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3 Messages

Rebooted Extender via App

Rebooted laptop.

No Success - Via App, Extender DOES NOT display laptop connected.

New Member

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3 Messages

Thank you ATT and good luck to you New Member. After a call to customer service, ultimately a technician visited and eventually showed me on HIS electronic device that the laptop was connected to the extender. He also was able to identify the best location for the extender. It still did not show on the SHM and I have not returned to SHM, too much time invested already. PS - I do have somewhat better wifi connection though it's minimal improvement because we are still on copper wire in my area and we're so far from the "box", whatever that is. Unfortunate that ATT won't invest in customer service to install the other type of cable.

New Member

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6 Messages

2 years ago

ATT Tech came out yesterday..  Swapped out the 4920 with a 4921.  Said it was better. He paired it with the router, said it would extend the wifi, which is what I bought the device to do. After he left, the device was NOT broadcasting both SSIDs.  Just the 5G SSID.  All default SSIDs on the router.  SHM shows no devices connected. Light is green on the extender.  AT&T customer service rep stopped by to see how happy I was.  I invited him in because devices were not connecting.  He connected his ipad/laptop to my network using the SSID for 5G since it was broadcasting that one.  It connected to the gateway at the back of the house.  He was standing in front of the extender.  Can the extender actually extend the WiFi, using both SSIDs?

ATTHelp

Community Support

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203.9K Messages

2 years ago

We can help you with your WiFi extender, @rtkeating

 

For our extenders to work properly, both bands, 2.4GHz and 5GHz, need to be enabled and the SSIDs and passwords need to match.  It isn’t capable of extending both bands when separated.

 

Here is some information that will walk you through combining your network names.  Once completed, you may need to restart your router and WiFi extender by unplugging each device for 10 seconds.  The reset can take up to 10 minutes to complete.

 

If by chance you need to reconnect your extender to the network, here is an easy to follow set up guide.

 

Thank you for using our Community Forums. Let us know if you have any additional questions,

 

Meaghan, AT&T Community Specialist

New Member

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6 Messages

2 years ago

Right now the bands 2.4 and 5.0 are separate and have same password but different SSIDs. Are you saying I need to do the combine the names, and reattach all my devices to the new combined name?  Isn't that what is causing everyone's instability with devices dropping and not working like they used to work?  Right now the signals are weak to devices that are connecting.  Even when I try connect to the 5G SSID, it doesn't connect to the extender.  If I understand the "new improved" technology, both radios in the extender (2.4GH and 5.0GH) will broadcast using a "new name" that steers a connection to the best radio for connection.  Can it not extend the broadcasting of the SSIDs from the gateway so all devices using the 2.4 band like my tablet can move from spot to spot and stay connected?


SSIDs currently are ATT****** and ATT******5G.  You are saying I can name them both the ATT******* name that is currently on the 2.4GHz band and there will be happiness on the WiFI?  After of course I reconnect the extender, which is off since it isn't connecting anything.

 

(edited)

New Member

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6 Messages

2 years ago

Meagan (ATTHELP),

I have made both SSIDs and passwords the same.  Reset and re-paired the 4921 with the Gateway (5268AC).  Green light on the extender. SHM shows online, 0 devices connected.  I have restarted both the Gateway, Extender as well as "the Network" from SHM.  I can see the radios broadcasting from the Extender, but nothing is connecting.  My phone connected to the extender but switched to the 5268 after about a second.  Both the 2.4 and 5ghz bands are being broadcast under the same SSID.  One device is 8 inches from the extender and is still connecting to the 5268 3 rooms away.  I left it on after the reset overnight, and still 0 devices showing on SHM. What else can I try?  This shouldn't be this difficult.

RakkmUp

Tutor

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14 Messages

2 years ago

I have the same issue - connected 4921, have a single named network yet nothing is connecting to the 4921. I set the 4921 between the gateway and three outdoor light bulbs and the bulbs are failing to connect to the 4921 and I therefore have very poor connection. SHM still shows 0 devices connected. I replaced a perfectly fine and perfectly working NetGear 2700 extender (that was in the exact same place I placed my 4921). There are several devices that should be connecting to the 4921 as they are all very much closer to it than the gateway (BGW210-700). Need help!

RakkmUp

Tutor

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14 Messages

2 years ago

I do want to say that I wound up unplugging and restarting my BGW210-700 gateway and the three devices then were picked up by the 4921. Not sure why my laptop that is 10 feet away from the 4921 did not pick up, though? It stayed on the gateway which is about 30 feet away...

ATTHelp

Community Support

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203.9K Messages

2 years ago

Hello, @RakkmUp

 

Thank you for contributing to our Community Forums. We appreciate any feedback with shared experiences. Thank you for letting us know after resetting your router your outdoor bulbs then connected to the extender.

 

@rtkeating, let’s see what else we can do to get yours working.

 

Since nothing is connecting to your extender, can you try connecting something via Ethernet? There should be two Ethernet ports on the back of the extender.  Then check SHM to see if it shows the device now connected to the extender.

 

Another step to try, is to turn the WiFi off and back on in the router settings.  This must be done on a computer connected directly to the RG via Ethernet:

  1. Access your router’s settings
  2. Home Network > WiFi
  3. Enter the Access Code
  4. Advanced Options
  5. Change Wi-Fi Operation to OFF on both Radio Configurations
  6. Click Save at the bottom of the page
  7. Change Wi-Fi Operation to ON for both Radio Configurations
  8. Click Save again before exiting

Check again to see if the devices are now connecting to the extender.

 

We look forward to continue working with you,

 

Meaghan, AT&T Community Specialist

New Member

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1 Message

2 years ago

Not sure if this thread is still alive, but I just wanted to chime in with the same concerns.  I've done basically ever step outlined in this forum but my devices still almost always prefer my Gateway (NVG999) over my Airties 4921 - even though a few of them get super a weak signal from it.  Sometimes one of the devices will talk to the Airties, but never for long and always at a seemingly random frequency.  

 

Any new insight into the matter?

(edited)

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