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New Member


2 Messages

Wednesday, January 6th, 2021 3:19 AM

How do I get a new gateway device?

After having DSL dropped and AT&T Fiber installed in my home, the technician didn't replace my AT&T gateway (an outdated Arris NVG589.). Last week I ordered two Air 4921 wi-fi extenders, and was surprised to find out they don't work with my old gateway.

How do I get my Arris NVG589 exchanged for something that does work with these Air 4921 wi-fi extenders?!

Accepted Solution

Official Solution

Former Employee


22.5K Messages

3 years ago

Call and request a gateway be shipped, will need to return the 589 via UPS or FEDEX within 60 days.

Or request a tech appointment, normally a 4 hour repair appointment to have tech install a different gateway... you will still need to return the 589 via UPS or FEDEX as techs are not to remove / return customer equipment due to possible COVID-19 concerns for the stock room personnel... most garages only have 1 person in the stock room, a contractor ... if the stocker goes out for 14 days a lot of jobs dependent on equipment for installations and repairs may be delayed. 

Was your internet speed increased? If yes, to what?

Many copper to fiber forced migrations the customer stays at same speed tier, no speed upgrade no need to change the gateway.

Current dual band gateways that could be shipped to you include the 599, 5268 or 210-700... all will support 2.4Ghz b/g/n and 5Ghz n/ac wireless that the band steering is required for using the ATT AIRTIES. 

Note that to use band steering both networks have to use the same name / password. May want to consider other companies wireless mesh systems... for a top best of 2020



edit... the 589 is not outdated, still being installed on select accounts, each tech is our garage carries (2) of each gateway for our area including (2) 589s... any customer on ADSL2+ with best speed of 18 would be a 589. When the 589 was first released, was the first gateway to have T1000 ethernet ports and the gateway used on fiber installs as other gateways at the time only supported 2.4Ghz b/g wireless and had T100 ethernet ports.  In essence, if there is a RED port on the back of the gateway it is a fiber gateway as well as DSL gateway (GREEN port).

Any speed tier over 50 should be dual banded, but have seen internet upgrades to internet 100 where the work order calls for leaving the existing 589 in place. 

The 589 2.4Ghz wireless has twice the range of a 5Ghz wireless, need AIRTIE or other extender for the 5Ghz signal due to shorter coverage and more issues passing though objects. 


New Member


2 Messages

3 years ago

thank you, "my thoughts" for your post.  I did contact AT&T and they sent me a new router/modem and also I updated my service, now my speed is what it should have been.  jsenn

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