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Sunday, September 26th, 2021 5:19 PM

Gateway 2Wire3801HGV keeps rebooting by itself, especially when watching anything on Youtube.

My gateway 2Wire3801HGV reboots itself, especially when watching anything on Youtube. This occurs at a completely random time. My gateway also has issues where severe packet loss occurs at random times as well. Lastly, my gateway also has a bad ethernet port that does not accept a cable. I think I've had this gateway since about 2013. The random rebooting problems didn't occur until about 2019 and have only gotten worse since then. Please send me a new router at no additional charge. Thank you.

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Official Solution

Former Employee


21.5K Messages

2 years ago

Are you currently paying $7 per month for the gateway equipment fee?

If yes, call and request a replacement be sent.

If no, still need to call and request a replacement be sent, once installed will have the equipment fee added to future billing.

Prior to 2015 some stand along internet, single pair could be purchased. These models were the 510, 3600 and 5031. If a 3600 was not available during the install the tech could install a 3800 or 3801 depending on what tech had available.

If you had Uverse IPTV the gateway could not be purchased, would have the monthly equipment fee. 

The above is for information purpose only as you request a gateway at no additional charge. This applies only if paying the monthly equipment fee.

ACE - Expert


33.5K Messages

2 years ago

This is not an official AT&T Support channel.  It would be best to call 800-288-2020 to get your replacement router, although it is possible that ATTHelp will wander along, mark the thread private and ask you for your account information.

Be warned that your issues (other than the bad Ethernet port) maybe an issue with the line or the AT&T equipment that your Gateway connects to, rather than the Gateway itself.

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