4 Messages
How do I fix an intermittent Internet issue?
I intermittently lose my Internet (usually once or twice a day) and can't get a technical person from AT&T to help me. I have a Humax BGW320-500 Gateway. I lose Internet service whether using an ethernet cable or wifi. I have tried calling 800.288.2020, but all I get is At&t checking that my equipment is working or restarting my gateway. I can't talk to a real technical person to help resolve my issue.
gr8sho
ACE - Professor
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5.5K Messages
11 days ago
Do you use any other networking equipment, switches or routers connected to gateway?
When the drops happen, do the LEDs on the gateway change to indicate loss of service?
A general suggestion with our service is to replace wifi of the gateway with a system of our choosing.
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Chuck623
4 Messages
11 days ago
I don't use any other networking equipment. I use an ethernet cable from the Gateway to my desktop computer. I also have a tablet which uses wifi to connect to the Internet. When I lose connection, I have seen a solid red sstatus light on the Gateway and I have also seen the status light blinking red. Resetting the Gateway at times allows me to get back online, but other times resetting the Gateway does not help. If resetting the Gateway does not help, I will pull the plug on the Gateway and wait five minutes or so. Then, I will usually get solid white status light.
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ATTHelp
Community Support
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231.8K Messages
11 days ago
Hi @Chuck623, we understand the importance of having a stable internet connection. Let's get the help you need.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page (https://www.att.com/support/contact-us/), and choose the best option to reach out to us. You can call, chat, or reach out via social media and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.
Thank you for contacting AT&T Community Forums.
Jasmine, AT&T Community Specialist
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Chuck623
4 Messages
11 days ago
When I go through the AT&T troubleshooting procedure, they always want me to reset the Gateway and then ask if it fixed the problem. How do I communicate to them that the problem is intermittent? When I called the support line, the same basic thing happened. I never was able to communicate with a real person to tell them that the problem is intermittent.
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