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New Member

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1 Message

Tue, Mar 31, 2020 3:17 AM

Closed

Having to constantly restart my AT&T router because all devices say "Not connected to internet"

Devices all say "Not connected to the internet."

It only used to happen once in a while, but in the past 3 months, I am losing internet connectivity for some reason , multiple times in a day sometimes.

I am having to power cycle the gateway/router in order to correct the problem. It takes about 15 minutes to get back online. This is super frustrating.

Not sure why this is happening. When I call for support, the automated system says that there are no issues in my area and that I need to try support online because of the heavy call volume these days. Can anyone help me out? Do I need a replacement gateway/router? Thanks in advanced!

ATTHelp

Community Support

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200.3K Messages

2年前

We can help stabilize your connection, @puglisi317!

It's possible that the hardware may need a replacement, but there are some other things that need to be ruled out first.

  1. How are your devices connected? Are they all connected through WiFi, or do you have some with a wired ethernet connection that are also being disconnected?
  2. What is your gateway/router plugged into? It is recommended that you plug the gateway directly into a wall outlet, because some power strips can cause power flow issues that create frequent disconnects like you've mentioned. Try testing a different wall outlet and making sure your connections are secure.
  3. Here are some other environmental factors that can cause frequent WiFi disconnects that you may want to review as well.

We also recommend checking out the Smart Home Manager to monitor and adjust your WiFi settings.

Let us know if this helps, or let us know more about your network setup for further troubleshooting.

John, AT&T Community Specialist

Traveler

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2 Messages

I also have a problem with the total service dropping. I lose all service, Uverse + Internet in the mornings for about 5 minutes. It doesn't happen every day, but it just happened again today. Why just in the morning? There are no error indicators on the modem - everything is green and normal when this happens. I can't get through to a human being anymore at the 800 number. This is very frustrating when trying to conduct a meeting with a worldwide attendance from home.

Side note: if I remember correctly, AT&T is a communications company. Seems like there is no excuse to not have your call center people working from home.

MadisonAL

Mentor

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68 Messages

2年前

Besides the checklist provided by ATTHelp, be sure that you are truly RESTARTing the Router.

Use the Reset button in the back. Hold it in until all blinking lights stop. This can take more that 30 seconds, so pull up a chair.

I am not an AT&T employer, but after a myriad of "technicians" over the years, I finally had a visit from one that (1) knew what he was doing and (2) why he was doing it.

tonydi

ACE - Guru

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7.4K Messages

There's no need to do a Reset, in fact, if the gateway has any customizations done (like maybe the installer changed the SSID or wifi password) then this is a terrible idea as those changed will be wiped out.

Restarting the gateway by unplugging the power cord and then plugging it back in is exactly what needs to be done.

That being said, no amount of cycling the power will fix these flawed gateways, which is often the source of the probem.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
MadisonAL

Mentor

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68 Messages

tonydi is correct IF there have been any customizations.

Personally, I recommend against that. It is a little more painful when the router has to be changed out, but that time will be quickly made up, especially when working with AT&T. If any Firewall changes have been made (or any others), it is also best to have documentation so one is prepared if (when) the router fails. Oftentimes, according to the last tech I had, who was able to resolve about three years worth of aggravation, simply restarting may not resolve issues. It is the same with a PC. There is a difference between "restarting" and "shutting down & starting fresh".

New Member

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2 Messages

2年前

It is happening the same to me. 

New Member

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2 Messages

2年前

It is happening the same to me. I switch from Xfinity, but now in Att the connection is very unstable. I have call several time, and they dont find any issue. Very frustating. 

ATTHelp

Community Support

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200.3K Messages

2年前

We would love to take care of this for you, @andoleyva!

 

Could you provide a little more information? 

  • Are you seeing the exact same error on your devices "can't connect to the internet?" 
  • Has this been happening since installation? 
  • Does this happen at the same time every day? If so, what time? 
  • Does a reset resolve the issue? 

Let us know how we can help! 

 

Raychel, AT&T Community Specialist

New Member

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1 Message

2年前

I am having the same problem with my att wireless internet.  It worked great for the first few months.  Now I have to reboot it 1-4 times per day.  The lights on the unit are all green with 3-5 bars.  All wireless and wired connection connect but no internet.  Was plugged into a ups now direct connect to wall outlet, same result. 

The att modem is connected to a netgear orbi.  However even a direct connect to the att unit produces the same result.

I think the unit is failing.  Please advise

New Member

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4 Messages

2年前

Replacing the modem didn't help me.  Does it happen to you mainly in the evenings and on weekends?  It does at our home and I think they are throttling the service

dave006

Scholar

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3.3K Messages

2年前

 It does at our home and I think they are throttling the service.

There is no point in throttling your home connection. The internet does a good job of that just with the increased traffic in the evenings.

@Jmse more specific details about your issue would be helpful and perhaps you could start a new topic so we could focus on your specific situation.

Dave

New Member

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4 Messages

2年前

Dave do you work for AT&T?  If so then you should take a class to teach you how to deal with the public and if not then quit acting like you're the end all be all.

dave006

Scholar

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3.3K Messages

2年前

Ahh @Jmse again you are trying to take a thread off track.

Perhaps you could start your own thread and we can discuss my PhD in Computer Science with a focus in Advanced Computer Networks vs your internet trolling skills to resolve your issues with using AT&T Residential Fiber.

Have a great day.

Dave

New Member

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1 Message

2分前

I must say it appears maybe we need to cancel contract and then start a new one.

I see a lot of comments on the internet it worked fine for a while then get disconnects.

They have the ability to throttle and even disconnect your connection so they can get new customers happy.

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