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Reyestatrin's profile

New Member

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7 Messages

Friday, February 10th, 2023 5:19 AM

Why is internet not working after replacing power strip?

I recently replaced my power strip and as a result, I had to unplug both my modem and router. After restarting, the power and broadband lights are green but I am unable to access the internet. I contacted my internet service provider, AT&T, and they informed me that my modem is faulty. I find this hard to believe since it was functioning just fine before I replaced the power strip. I have been told that it will take three days for a replacement modem to arrive and no technician will be sent out.

ACE - Professor

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5.7K Messages

1 year ago

Unlikely the gateway is defective. 

Disconnect your home network gear from the gateway and restart it.  You can use myAtt or smart home manager app to see if the gateway is connecting to internet?   If still seeing problem, factory reset it. 

You're using a personal router alongside the gateway, yes?

Community Support

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232.8K Messages

1 year ago

We're here to assist with your Internet connection, @Reyestatrin!

 

Just as our ACE @gr8sho mentioned, using our Smart Home Manager app to determine if the gateway is currently connected to internet will give us vital information on your situation. If it isn't, performing a factory reset of the gateway may alleviate this concern since it was working prior to the power strip replacement.

 

Also, if you have a third party router implemented into your network, this will help us identify the possible root cause to you not having internet.

 

If the steps listed above do not help, please let us know! That way we can pull you into a direct message to research your services further.

 

CalebP, AT&T Community Specialist 

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