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AT&T related help: Troubleshoot your internet



Kfeng916's profile

New Member

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1 Message

Wednesday, June 7th, 2023 10:07 PM

My internet is gone forever!

Outage has Been taken over 2days ‘ anther internet provider nEver make this happen! Only Att !

Accepted Solution

Official Solution

Community Support

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231.1K Messages

10 months ago

Hi there, @Kfeng916! We understand the importance of a working Internet connection and want to help get to the bottom of this.

 

First, you'll want to check to see if you're in a confirmed outage. If you are, you'll be able to access all the information that we have available. 

 

If there's no outage showing for your area, we recommend following our internet troubleshooting guide

 

The most common fix for many internet issues is restarting your Wi-Fi gateway. Here’s what you'll need to do:

  1. Unplug the power cord from the back of your gateway or modem. If you have:
    • An internal battery backup, remove it.
    • DSL service, unplug your telephone cord from your modem or gateway
  2. Wait 20 seconds.
  3. Put the internal battery back in, if applicable.
  4. Plug the power cord back in. If you have DSL service, reconnect the telephone cord.
  5. Wait up to 10 minutes for the gateway or modem to restart and your Broadband light to turn solid green.

If this doesn't help and you're not in a confirmed outage, please let us know what color your gateway status lights are. We may need to move this conversation to a more private space to check your connection on our end. 

 

Lacey, AT&T Community Specialist 

New Member

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2 Messages

10 months ago

We must be in the same area. I think this is going on 11 days? There is an outage in the area but the website isn't showing it. I had to specifically have them open a new ticket because someone closed it saying it was resolved when it wasn't. That was 5 days ago now! ATT must not care about my area at all! This has been really horrible as most of our household runs on internet! No matter who I talk to it seems this won't be resolved. I am at a loss. I would switch but the only thing that comes out here is satellite and it was worse...which is why we went with ATT. I am not sure how much longer we can put up with it though. Glad I don't require it for work otherwise I would be out of a job. This should never happen!

Community Support

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231.1K Messages

10 months ago

Let's see what additional information we can provide regarding your service interruption, @emparis1986!

We'll be reaching out to you in a private message to look into this matter with you. In the meantime, you can also always check the Outage Dashboard to see if the service interruption is still ongoing in your area.

 

You should see a direct message from us at the top right of your screen shortly. We look forward to speaking with you!

Johan, AT&T Community Specialist.

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