Internet connection keeps dropping

Is the Internet dropping or just Wi-Fi changing channels? How long is each outage 30-60 seconds or 5 minutes (time it takes for your Gateway to restart)?

What AT&T Gateway model do you have and is it installed very near to where your Xfinity Modem was installed?

Dave

Hi Dave,

I have BGW210-700 Gateway.  The outage lasts couple of minutes and applications like zoom disconnect. As for the location, it is located fairly close to where the Xfinity modem was installed.

Sharma

I have a BGW320 and I'm experiencing the same intermittent broadband connection loss for the last few days anywhere from 5 minutes to two to 3 hours. Currently down again.

Brian

Hey wasonbc. Thanks for reaching out to us about the intermittent internet service you've been experiencing, and we'd be happy to help you. 

To get started, we'd recommend following our troubleshooting steps for your internet service: 

1. Unplug the power cord from the back of your gateway or modem. If you have:
   • An internal battery backup, remove it.
   • DSL service, unplug your telephone cord from your modem or gateway
2. Wait 20 seconds.
3. Put the internal battery back in, if applicable.
4. Plug the power cord back in. If you have DSL service, reconnect the telephone cord.
5. Wait up to 10 minutes for the gateway or modem to restart and your Broadband light to turn solid green.

Just to confirm, does this happen during a certain part of the day or just randomly througout the day? 

We look forward to hearing from you. 

Robert, AT&T Community Specialist

@watsonbc   One thing we've been seeing with the BGW320 is an issue with IPv6.  Disabling it seems to fix the intermittent drops for some but it's not clear yet if this is the fix for every situation where this is happening or not.

Go to http://192.168.1.254/cgi-bin/ip6lan.ha , enter the Access Code from the back of the gateway and then disable IPv6.  Click the Save button and then let's see if it helps.

I've already tried all the options red reset, unplug power and software resets. I even unplugged and re-plugged in the fiber to ensure it was securely connected. It happens randomly night and day and will sometimes reconnect itself If I leave it alone. My security system notifies me of the loss and restorations. This began a few days ago. First time today was 0945-1030.

@tonydi  Thanks, I didn't have any clients using IPV6 so I turned it off. We'll see if it re occurs.

@tonydi Thanks for the suggestion.  I have turned off IPv6 as well and will monitor to see if connection issue goes away.

Working from home with fiber 1000 and max rates in the last week are now at 200 then randomly drop to 2-4mbps.  Upload is at 1-2 on Speedtest.net.  Video calls drop and even with video off the people say voice is cutting out.  The speed drops are on both windows PC and iPhones.  This just started happening with no changes to the network.

We're here to help stabilize your connection, justw!

We suggest you optimize your internet connection, since the speed you get on devices connected to your network can vary. The number of devices you connect to Wi-Fi, how you use them, their age and type, and Wi-Fi signal strength all can affect speed. In terms of how this can impact your service, we suggest making sure your AT&T Gateway is directly plugged into a wall outlet, and not using any type of power strip or surge protector. These can cause power issues to the AT&T Gateway, which can affect the way it connects to the internet.

We also suggest downloading our Smart Home Manager application so that we can run a speed test on your service. The Smart Home Manager's test specifically checks the speed between your AT&T Gateway and the internet, versus other tests which check the overall connection between the device you use and the internet. We'll need to compare the speed you are getting to your AT&T Internet plan to see if it falls out of the acceptable speeds you should be receiving.

Let us know what you are able to find, and if this helps!

Donovan, AT&T Community Specialist