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Leann2s1's profile

New Member

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1 Message

Sun, Jun 26, 2022 1:41 AM

Internet connection

My internet wasn't working. I have bgw210 with broadband...so disconnected ethernet and broadband and I can't get it back on line.

browndk26

ACE - Professor

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4.7K Messages

2分前

Call 800-288-2020

ATTHelp

Community Support

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195.9K Messages

2分前

Hello @Leann2s1 we would love to help you with your internet connection!

 

Like our ACE @browndk26 mentioned, or most common channel of support is reaching out to the number that they have provided, but we can still make a few suggestions to see if we can better understand what is going on and maybe even get your service back up and running on our own.

 

First thing we would like you to check is for local service interruptions in your area. Most commonly the situation you are describing can be explained by such an interruption. If you get a message notifying you that you are involved in an interruption after logging in, please rest assured that we are already working on a solution and we will have your service up as fast as we possibly can. 

 

If it's all clear in your area there are a few things we can try that may help:

  1. Reboot your gateway to resync your service. Even long term disconnections can sometimes be resolved this way.
    • Unplug the power cord from the back of your gateway or modem. If you have an internal battery back-up, be sure to remove that first.
    • Wait 20 seconds.
    • Put the internal battery back in if you have one. 
    • Plug the power cord back in.
    • Wait up to 10 minutes for the gateway or modem to restart and your Broadband light to turn solid green. If the light becomes greem you are back online!
  2. Your BGW210 is compatible with the Smart Home Manager app. We recommend using the app to personalize your home network experience. It is a free app that allows you to control many facettes of your internet service remotely, and has guided troubleshooting and diagnostics that may help resolve this for you.
  3. You may also factory reset your gateway to ensure that none of the custom settings you may have applied are affecting your service. Please be advised that doing so will permanently delete any such settings, such as custom passwords and network names. If you have a static IP address, we recommend writing that down as well before you decide to try this.

Please let us know if this was helpful. We look forward to hearing back from you!

 

Wesley, AT&T Community Specialist

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