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Handbellwriter1's profile

2 Messages

Thursday, November 2nd, 2023 7:40 PM

Closed

Why do we keep disconnecting?

We went to a Fiber connection not too long ago- and we've been having trouble ever since.  The connection drops often, both on the desktop directly connected to the gateway, and on our house-wide wifi network.  We rely on these connections for using our doorbell, furnace thermostat, and a bunch of other important stuff.  I've read through all the suggestions, and we've restarted everything multiple times.  The problem has to be with either the fiber connection or the gateway.  We did not ask to switch to fiber, and we are extremely unhappy with the results.  We've stayed with ATT so far to avoid changing email addresses- but that's not enough reason given these hassles.  Obviously from the comments this is a common problem, and it's not getting solved.  Please find a way to fix this!

 

Community Support

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232.4K Messages

7 months ago

 Hello @Handbellwriter1!

Thank you for reaching out to us! We understand the importance of a reliable connection. Let's work on this together and get the help you need.

If your AT&T fiber keeps disconnecting, you can try the following fixes.

  • Power cycle your AT&T router by unplugging its power cord from the socket, waiting for twenty seconds, and then plugging it back in
  • Check if other devices have the same issue. If yes, then your router is most likely at fault. You can try to reset your router. 
  • Check for spotty WIFI signal, too many devices, interreference, modem issues, or device issues.

     Even in a smaller home, if the router is located in a corner or further away from most of your rooms, you will lose signal strength. This may be due to distance from the router or can also be due to thicker home fixtures (fridges, TVs, even mirrors and aquariums), or the construction material in the walls. Basically, the more the Wi-Fi signal must pass through, the weaker it will become.

Please feel free to try running our Troubleshoot & Resolve tool to identify and possibly fix the issue.

 We also recommend you to  Restart your Wi-Fi Gateway or modem here!

We hope this information is helpful and thanks for reaching out to AT&T Community Forums!
Leon, AT&T Community Forum Specialist

2 Messages

7 months ago

Sorry, but this is not helpful.  I have restarted everything several times now, with little to no improvement.  Our router IS at a far corner of the house- we have no choice about that- but with our signal booster it worked fine until the Fiber came in.  The problem is either with the gateway or the fiber connection itself.  I would be willing to purchase a new gateway, rather than leasing the ATT one, in hopes of a better signal.  I understand from comments posted here that buying my own is not an option.  This terrible service is not an option for us, either.  If we can't get a solution I will need to switch carriers.

A note- we have not disconnected once this afternoon.  That is a rare and beautiful thing.  I'd love to see it continue, but I'm a bit skeptical.  Since the gateway is quite possibly the main problem, and resetting it has not solved it, it would make sense to try a different gateway.  I need help from ATT to do that.  We just can't remain customers with sporadic service--

Community Support

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232.4K Messages

7 months ago

We understand you how important it is to have a stable internet connection @Handbellwriter1. Let's fix this for you as soon as possible.

 

Please be informed that, Factory Reset is the most common solution for many intermittent connection issues. We'd recommend that you perform factory reset on your gateway once. To get started, locate the red button at the rear bottom of the gateway. Press and hold it for 15-20 seconds.

 

Note: Factory Reset will delete all customised gateway settings, and bring back to default state.

 

If this doesn't help, and if you're looking for a replacement. Please request a Gateway replacement through Smart Home Manager app.

 

Let us know how it goes. Feel free to reach out to us, if any assistance is required.

 

ChrisM, AT&T Community Forums Specialist.

ACE - Professor

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5.9K Messages

7 months ago

You cannot purchase an Att gateway. Factory reset your current gateway by holding the red reset button until the gateway restarts. You can also request a replacement gateway. 

A tech visit may be needed to check the fiber connection within the home back to the neighborhood splitter. 

Have you checked that the fiber connector at the wall and the gateway are securely connected?

2 Messages

2 months ago

This disconnecting issue is what I have been afflicted by for 4+ years.  AT&T techs act like they don't know why or have never seen this before.  They have added 3 WIFI boosters, but it never improves the results.  It is ridiculous that AT&T considers this to be my problem, and not theirs.  I am paying for a service, but they are not delivering what they are supposed to be. They have never inquired about the results of their service visits probably because they know the quality (Edited per community guidelines), but never offer a solution.  

DK

(edited)

2 Messages

2 months ago

AT&T should respond to this

ACE - Professor

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5.6K Messages

2 months ago

Open your own thread please.  

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