New Member
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7 Messages
Wifi is working but ethernet not connected to internet
Last night our ethernet suddenly stopped working (happened as my husband tried to buy a movie on Amazon), though the wifi works without issue. We have two Ubiquity standalone access points that are connected via ethernet for extended wifi throughout our house, and both went out at the same time. I have tried rebooting one, and it will come back online briefly, but says "no internet connection." I have also tried connecting my husband's computer directly to the router with a new ethernet cable, and it will show that it is connected via a wired connection, but the internet does not work. The green ethernet port lights on the back of the Arris gateway are green and when I check on the smart home manager is shows that the ethernet is up and running, but also shows 0 connected devices. I have tried rebooting the gateway multiple times with no success, and have also tried restarting the broadband via the smart home manager. Any idea what could be causing this or how to remedy it?
JefferMC
ACE - Expert
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32.3K Messages
1 year ago
The last thing left is to try a Factory Reset on the Gateway. If that doesn't work, you'll probably have to have it replaced.
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shannonb27
New Member
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7 Messages
1 year ago
Thanks for your response @JefferMC. Yes, I already tried pressing the red reset button on the back of that Gateway and that did not work either. I guess it's time to call AT&T and see if they will replace it. Seems crazy that it would go bad so quickly when we have only had it for less than 2 months.
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ATTHelp
Community Support
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215.2K Messages
1 year ago
There's one more thing you can try to get your Ethernet working, shannonb27.
Run diagnostics on your service with the Troubleshoot & Resolve Tool. This can pinpoint the cause of the Ethernet failure and provide the best possible solution.
If you need further assistance, or if you've already scheduled a service call, let us know!
Aminah, AT&T Community Specialist
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shannonb27
New Member
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7 Messages
1 year ago
I have tried this as well and the diagnostics show that everything is up and running properly, which makes it that much more confusing as to what is going on
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ATTHelp
Community Support
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215.2K Messages
1 year ago
Thanks for the update, @shannonb27. Let's meet in a Direct Message on this.
Check your Direct Message Inbox -- it's the chat icon in the upper right corner of the Forums.
Aminah, AT&T Community Specialist
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SpeedyPenguin
New Member
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1 Message
2 months ago
I'm having exactly the same problem described here. I had AT&T Fiber service installed 1 week ago. AT&T WiFi works fine, but things connected to Ethernet on the AT&T box suddenly start showing "no internet". Rebooting everything in every possible configuration doesn't help. AT&T's Smart Home Manager app shows none of the devices plugged directly into Ethernet. Some hours later the Ethernet connected devices will suddenly just start working again. I'm disappointed to see no resolution here on this thread.
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JefferMC
ACE - Expert
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32.3K Messages
2 months ago
What sort of "Ethernet connected" devices do you have?
Are they plugged directly into the Gateway?
What model Gateway?
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