Devices will not connect to Airties Air 4921 Wifi extender

@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." 

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

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?

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

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.

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.

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!

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...

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

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?