Pre-order the New Samsung Galaxy Z Flip4 & Galaxy Z Fold4 and, for a limited time, get twice the storage and a free case!
Get superfast AT&T Fiber internet
D

New Member

 • 

4 Messages

Mon, Jan 31, 2022 8:36 AM

No Internet Connection but Gateway is Green

I’m having issues connecting my at&t fiber internet. I recieved a Gateway and connect the red ont cord into the existing fiber service box in the ethernet port and then powered it on. Everything is green including broadband and it appears on my devices but then after connecting says “no internet connection”. Before I set up this internet, the pre existing fiber box had a cord connected into the ethernet port on the ont box and the other side was connect to a wall jack, not sure if that could be an issue? ( I already tried resetting gateway) 

Accepted Solution

Official Solution

dave006

Scholar

 • 

3.1K Messages

6分前

@ddnmolina 

That previous connection setup before you tried your self-install and the position of the Ethernet cable from the ONT (small white box) indicated the previous owner / tenet installed their AT&T Gateway somewhere else in the house or unit.

That's why they used the RED Ethernet cable from the ONT and connected it to a wall jack. The other end of that wall jack is where they previously had their AT&T Gateway install.

You are going to have to look around your area and find all the Ethernet jacks and see if any have "Red" Ethernet cable connected. That would be the indication that that's where the previous owner / tenet install their AT&T Gateway (RG).

Often customer want the AT&T Gateway central to all the space since it also provides Wi-Fi or they may have put it in an "office" space so that they could make use of the Ethernet ports on the back of the Gateway to connect their office computer to the AT&T Gateway via Ethernet.

You may have to try each Ethernet jack you find the one that is actually connected to the ONT (Small white box) so you can get Internet.

Right now you have an Island of Wi-Fi and Ethernet in your unit / home but no connection to the outside world.

Dave

browndk26

ACE - Professor

 • 

4.7K Messages

6分前

Are any of the yellow ports on the gateway connected to the wall jack with an Ethernet cable? If no, try plugging an Ethernet cable to the wall jack and the gateway. 

tonydi

ACE - Guru

 • 

6.1K Messages

6分前

It seems to me like @ddnmolina has connected the gateway to the ONT...

"connect the red ont cord into the existing fiber service box in the ethernet port and then powered it on"

...eliminating the wall jack.

But if that's not true, and the gateway isn't connected to the ONT, why is the Broadband light green?

New Member

 • 

4 Messages

6分前

Hi! So I dont see any red cables lying around, not sure if im understanding but do you recommend I connect the red cable to the small white box and to my gateway and or connect the red cable to the wall jack and then to my gateway  @dave006  

New Member

 • 

4 Messages

6分前

At first I had the ont cable in my gateway connected to the actual ont and nothing was happening @tonydi 

New Member

 • 

2 Messages

6分前

WiFi lights are on. Everything is on like normal. I tried the factory reset which very much restored everything to factory settings. Still no connection. And I would try that with a computer, but any device I hook up to an Ethernet doesn’t even recognize the Ethernet is connected. PS4 for example will just say “connect LAN cable” when testing the connection. I’ve used multiple cables and none of them are recognized by a console or computer.

tonydi

ACE - Guru

 • 

6.1K Messages

6分前

@ddnmolina   Do you think you could post some pictures of the equipment so we could see exactly what's connected to what because I'm still fuzzy on what's going on.

tonydi

ACE - Guru

 • 

6.1K Messages

6分前

@PhumeleleToniJose   How about you start your own thread and give us as much detail as possible?

New Member

 • 

4 Messages

6分前

So how you said I eliminated the wall jack by plugging directly into ont box, I also plugged in my ethernet cable into the wall jack and my gateway (just to see if something would happen) turns out my wifi was working the whole time at&t just wanted me to register on their smart home app and without registering the wifi wouldnt activate! super waste of my time since I had it green and ready to go from the beginning, all just for then to tell me I have to download the smart home app anyways thanks for your help! @tonydi 

(edited)

Need help?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.