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7 Messages

Wednesday, October 21st, 2020 12:24 AM

AT&T HotSpot Issues

For the past couple of years, my family has been using an AT&T Hotspot for our internet. It worked like a charm with no problems until June. Since then, we've kept having to reset our device after using a certain amount of data within the span of a few hours. If only one of us is using it, it crashes after 3 hours of data internet usage. If two of us are using it, then it crashes after at least 2 hours of use. The strangest part is, only sites owned by Google keep working afterwards before we have to reset it. We've replaced our Hotspot twice since then, but that didn't fix the problem either time. We've called AT&T multiple times, but they can't seem to find out what the problem is. They keep making excuses that we're in a bad area or shortage is causing the problem, but it doesn't get any better no matter where we have the device. It worked just fine before up until June, so there's no reason why it should've stopped or why it hasn't been fixed yet. It seems like a Network error, but we haven't been able to troubleshoot it. If anyone can help, I'd be very grateful.

ATTHelp

Community Support

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207.2K Messages

2 years ago

Greetings @dman6233!

 

We want to look into exactly what could be behind your Hotspot router's intermittent signal connectivity. First, we'd like a little more information:

  • What's your ZIP code?
  • How is the network status indicator on the router (color, blinking, solid, etc.)?
  • What is the make and model of your device?

Also, sign in to your account and verify that nothing has changed on your accont and that you're still subscribed to the same data plan before your experience began in June.

 

Looking forward to your reply.

 

Lar, AT&T Community Specialist

New Member

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7 Messages

2 years ago

Zip Code: 14129

Status Indicator: Green, Blinking, Solid

Make and Model: AT&T IFWA-40

ATTHelp

Community Support

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207.2K Messages

2 years ago

Hi @dman6233,

 

Thank you for clarifying for us.

 

Your area is in good standing as far as cellular connectivity goes. We'd like to know more about when you began experiencing this issue. You mentioned replacing two of your hotspots when this began happening. Please let us know what type of plan you're on, so we can take a closer look into the specifics. 

 

We look forward to your response!

 

Collin, AT&T Community Specialist

New Member

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7 Messages

2 years ago

Our plan is 250 GB for about $60 a month. It started happening around the day we brought our modem along for a stay somewhere else not too far away from our house. I don't think moving it around had anything to do with it, since it worked just fine in other places. It works the same way no matter where you take it these days. If it it helps, we replaced the SIM card both times when we replaced it.

ATTHelp

Community Support

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207.2K Messages

2 years ago

Thank you for that info, @dman6233!

 

If you haven't already, you may need to check whether you have the latest software installed:

 

  • From a device that is connect to IFWA40; go to http://attwirelessinternet and log in.
  • Select the Status tab.
  • Software information displays.

Also, follow these steps to check for blocked devices:

  1. CHECK BLOCKED DEVICES: From a device that is connected to the AT&T Wireless Internet network, open the web browser and go to http://attwirelessinternet. Enter your Login, then click LOGIN.
  2. Click Connected devices. To unblock a device click the checkbox next to the desired device in the Block devices list. Click APPLY when Finished.
  3. CHECK NETWORK STATUS: The signal strength will be displayed on top of the device.
  4. The signal strength is also displayed on the AT&T Wireless Internet website at the top of the screen.

We hope this info helps.

 

Lar, AT&T Community Specialist

 

New Member

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7 Messages

2 years ago

I've logged in, but I'm seeing nothing in the STATUS section that says AT&T software update. I see hardware and firmware information, but no software information at all. Are you sure about a software update for this model? We've never had to update it, and the last version of software came well before the issue started.

ATTHelp

Community Support

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207.2K Messages

2 years ago

Greetings @dman6233!

 

You'll want to check Firmware just to ensure the latest version is installed on your device. AT&T released a software update for the AT&T Wireless Internet (IFWA40) on March 5, 2020. Your device may need to download that update if it isn't already installed.

 

Lar, AT&T Community Specialist

New Member

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7 Messages

2 years ago

What is the latest version of firmware? Our firmware is currently ATT_1.0.1.23. If the firmware does need an update, how do I do that?

ATTHelp

Community Support

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207.2K Messages

2 years ago

Thank you for updating us on your firmware version @dman6233.

 

Yes, your device is currently running the most updated version.

 

At this time could you please sign into your account and see if you are able to refresh your devices connection. Doing this usually fixes most wireless connectivity concerns.

 

If needed, an option to change device type is an choice underneath "Fix an issue."

 

There should also be an option for troubleshooting your wireless internet. This is best done signed in since it personalizes the diagnostic.

 

Let us know how this goes.

 

Vincent, AT&T Community Specialist

New Member

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7 Messages

2 years ago

Sorry for the late reply. I tried resetting it from my account, and the same thing happened afterwards.

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