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bsardana's profile

New Member

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4 Messages

Thursday, October 20th, 2022 10:43 PM

Replaced Wifi BGW210 boradband gateway disconnects

AT&T recently replaced our home gateway broadband box with a new BGW210 device.

Looks similar to: https://www.att.com/support/article/u-verse-high-speed-internet/KM1212921/

Periodically, the connection from my laptop to the gateway drops (over Wifi). It is evident during video calls and connection on the laptop shows (no internet, connected) and after 5-10 seconds or so, it resumes. I have tried restarts but it is not helping. The disconnects are random. Wondering if anyone has the same issue and how it can be resolved. Thank you. 

ATTHelp

Community Support

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207.6K Messages

4 months ago

Hey @bsardana. We understand how important your internet service is, and would be happy to help with the intermittent internet service you've been experiencing.

 

To get started, we'd recommend following all the troubleshooting steps for your device to optimize you network experience. Also, please let us know if this happening on more than one device or just your laptop and does it happen at a certain time of the day.

 

Also, please check out our AT&T Smart Home Manager app which can help diagnose what is causing the intermittent internet service. It'll also provide some steps that you can use to help with your internet service.

 

Let us know if this helps.

 

Robert, AT&T Community Specialist

New Member

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4 Messages

4 months ago

Thank you Robert.

I have followed your instructions. I restarted the gateway. Everything worked great for 1 day after the reboot. The problem resurfaced again the next day (approximately after 24 hrs). The laptop disconnects from the gateway and reconnects again (3-5 seconds gap). I have updated the laptop drivers. This issue is happening with the replaced gateway unit. My previous unit never had this issue. No other settings have changed. Thank you. 

ATTHelp

Community Support

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207.6K Messages

3 months ago

Hi there, @bsardana. Thank you for coming back and letting us know. We do appreciate it. 

 

Since the troubleshooting steps worked for 1 day, but the concern returned the next, there is much more that we can try to do. 

 

Our next step, is to move this conversation to the AT&T Direct Message space. You will see a chat icon, next to a bell icon, in the upper right corner of this thread, next to your Forums profile icon. Our next message will appear there.

 

In the meantime, please gather your account information together. Do not post it publicly. We will ask for it in the Direct Message space.

 

Looking forward to working with you to get your internet service resolved. 

 

Matthew, AT&T Community Specialist

New Member

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4 Messages

3 months ago

As part of the next steps, a new router is being shipped to eliminate if the existing one is faulty. I will update this thread as we make progress. Thank you.

New Member

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4 Messages

3 months ago

The new gateway unit is working without any disconnects. Thank you support team for resolving my issue. 

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