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fede_user's profile

New Member

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5 Messages

Monday, October 31st, 2022 10:21 PM

Gateway not showing up in my ATT support page nor in the App

Hi,

    I have the new Fiber service in my house, and as part of that got the modem Humax BGW320-500. Problem is, I cannot do any typical troubleshooting process with it, like remotely restart, or check it via the app. Att portal sees the modem as "offline".

    The service works. But, I want to make sure I can remotely restart and check it from the Att portal.

    Is there anything I can do on my side? I have the impression this is something to be done from Att side.

tonydi

ACE - Guru

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9.6K Messages

3 months ago

The app is a dumpster fire.  Can you get to the SHM page at att.com?  Sometimes that's just as useless.

New Member

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5 Messages

3 months ago

No luck, it's the same situation. I get a "offline" status there, and if i click on "get my gateway online", I get this fancy (I mean, useless) page:


Thank you though.

Hopefully nobody is going to come up with "have you tried restarting it?"... Sigh... Several times already I restarted it, unplugged it, and no luck.

(edited)

tonydi

ACE - Guru

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9.6K Messages

3 months ago

Yeah, figured as much.  Maybe it's just my imagination but this seems to be a problem with the BGW320 more than the other two fiber gateways.  Not much anyone can do except hope that the devs eventually get their act together but they don't have a good history so far.

New Member

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5 Messages

3 months ago

Thanks, I guess it's a new device so let's hope AT&T can make it work.

Meanwhile, let's wait for some of that AT&T official support...

ATTHelp

Community Support

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207.6K Messages

3 months ago

Hi fede_user, we'd be glad to help you fix the Smart Home Manager.

 

Try the following suggestions from our troubleshooting article for the Smart Home Manager:

  • Restart the app.
  • Reboot your gateway.
  • Factory reset your gateway.
  • Uninstall and Reinstall the app.
  • Remove 3rd party devices, such as routers and switches. Afterward, reboot your gateway and restart the app.

If it's still not working, let us know, and we'll check to see if there's a known issue with the Smart Home Manager app and website.

 

Aminah, AT&T Community Specialist

tonydi

ACE - Guru

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9.6K Messages

3 months ago

It's actually not a new device.  Say, have you tried restarting it?  🤣🤣🤣

New Member

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5 Messages

3 months ago

Dang, the famous "reboot the gateway". That basically means there's no solution, and they have no clue.

Or maybe, the magic number of reboots is 29342, but I am still far away from it. Let's keep the magic alive. 

Kind of forgot, and coming back from Xfinity, I hoped AT&T was now better, but confirming that AT&T support is useless. 

tonydi

ACE - Guru

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9.6K Messages

3 months ago

Not a defense, but is there a major ISP "support" that isn't useless?

ATTHelp

Community Support

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207.6K Messages

3 months ago

We'll send a DM to see if we can find a resolution, fede_user.

 

You can find the notification in the upper right corner of the page.

 

Aminah, AT&T Community Specialist

browndk26

ACE - Professor

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4.9K Messages

3 months ago

Reboot and reset are different. Try factory resetting the gateway by holding the red reset button until the gateway restarts. This will erase all settings and return to factory settings. 

A factory reset is always recommended if your gateway gets replaced or when first installed.  

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