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RasereiHojo's profile

New Member

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5 Messages

Wednesday, January 4th, 2023 9:20 PM

Wifi option not showing up on modem admin area, SSID not broadcasting?

When I go to http://192.168.1.254/ and go to Home Network, there is no longer a tab for Wifi. I've restarted the modem using the Smart Home app, and also manually unplugged and rebooted the modem. As a last resort, I even factory reset the modem.

Nothing is allowing me to access Wifi settings. When I go to the Smart Home page, it shows my SSID and password, but when I try to go in and change the SSID/password, it tells me that it's run into a snag and to try again later. It's been 2 days.

The internet itself is working fine - if I can connect via ethernet, it works just fine. But for smart devices that need wifi like my cell phone, I can't connect to wifi at all and the SSID isn't showing up on my laptop, cell phone, kindle, etc.

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Official Solution

Scholar

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3.7K Messages

1 year ago

As a last resort, I even factory reset the modem

Most customers don't understand the difference between a soft reset <10 seconds and a Factory reset by holding the reset button for >15 seconds. That's why we ask about completing a Factory Reset.. If that does not work you are going to need a replacement BGW320-505 that can be sent as a self-install. No need for a tech dispatch.

You will need to call 1-800-288-2020 and allow them to perform the basic checks but you should be able to have a replacement BGW320-500 or -505 set out to you since you don't have a Wi-Fi tab.

What do you see on the Main Home Network Status tab on the Gateway you should have a section on Interfaces that should show your Wi-Fi Interfaces.

Your SMH smartphone app uses the external network interface to access your AT&T Gateway so it is clearly not reaching the actual status of the Wi-Fi settings of the BGW-320-505. Just to double check what is the Firmware level on the Gateway?

The current Firmware level is 3.20.5. Here is the link to check the Firmware level: http://192.168.1.254/cgi-bin/sysinfo.ha

Dave

Scholar

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3.7K Messages

1 year ago

Time to perform a Factory reset. Press the small red button on the back of your AT&T Gateway and keep pressing it for longer than 15 seconds. This will reset your AT&T Gateway it's default settings. The default Wi-Fi SSID and the Access code printed on the label on the AT&T Gateway.

What Gateway do you have? Have you tried to run diagnostics using an Ethernet connection, your Smart Home Manager App or using the 1-800-288-2020 and the Diagnostics offered at the VRU prompt.

You can also try this support link: https://ufix.att.com/portal/index.html

Dave

New Member

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5 Messages

1 year ago

Hi Dave!

Thank you for your response. In my initial post I did say I factory rebooted the modem - at least I thought I did. But, since it couldn't hurt, I tried it again. I watched the system light and used my stop watch to make t sure it was 15+ seconds. The light quickly flashed red, then quickl flashed green, then turned white as it went through the reboot process.

I have a BGW320-505 Gateway.

The admin panel still looks like this:

On  both the Smart Home app and website, it's still showing the old SSID/password information, so I'm not sure the factory reset is taking. Whenever I do any diagnostic, it tells me I'm online and that there are no errors - which is technically true, I guess, because I do have internet, but the Gateway is acting like the word Wifi isn't even in its dictionary.
At the bottom of https://www.att.com/support/internet/ it shows this:

(edited)

New Member

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5 Messages

1 year ago

I get that - and I appreciate you asking and helping out.

I did hold the reset button for more than 15 seconds. I also found an option through the modem admin panel that allowed me to do a factory reset there. It's supposed to wipe the SSID/password and reset it to default, but it doesn't. The old information is still there.

Here are the interfaces showing up on the Home Network Status page:

I'm not even sure that's correct because I've currently got both my PC and my work laptop hooked up via ethernet.
Software Version 3.20.5

Thank you so much!

Scholar

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3.7K Messages

1 year ago

Time to call 1-800-288-2020. The fact that there are no Wi-Fi stats on the Home Network Status page clearly indicates that something is really wrong with the BGW320's Wi-Fi hardware.

Make sure that you make it clear that you don't want or need a Dispatch on Demand (DoD) tech truck roll. You just are asking for a self-install BGW320 replacement. They will have to walk you through a diagnostic script before ordering the replacement.

Dave

New Member

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5 Messages

1 year ago

Thank you, Dave! I appreciate that you took the time to respond. I'll give them a call and see what can be done. Have a great day!

New Member

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5 Messages

1 year ago

My replacement modem arrived today. I was able to swap them out and activate it. To my great relief, the Wifi option was available right away and I once again have Wifi access on all of my devices.

Thank you so much, Dave!!

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