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New Member

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15 Messages

Sunday, January 28th, 2024 12:13 AM

App Incorrectly Reporting WiFi+Extender Status

I have had a set configuration for many months with the gateway plus 3 extenders. When I go into the app, under WiFi and then WiFi Equipment, it shows my main gateway online/green, but only one extender and offline/red, even though I know that’s inaccurate because it’s solid white light on that extender, and my other two extenders (which aren’t even reporting), are also solid white light, and a Speedtest close to them clearly illustrates they’re up and operational. I’ve rebooted the gateway and all the extenders, app still wrong. Even deleted the app and reinstalled. Same thing. Any ideas ? 

Accepted Solution

6 Messages

3 months ago

As mysteriously as it started mine is now showing online this morning. I didn’t do anything besides wake up and check my app. Any luck for any of you? We’ll see how long it lasts. 

Tutor

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74 Messages

3 months ago

same problem here.  Rebooted everything.  my wired extender is also showing up as offline.  I chatted with the rep on the att.com troubleshooting portal.  s/he told me that this has been a reported problem and that my extenders are online, but that it is a Smart Home problem....and that they are working on it.

For what that's worth.

Cheers,

Chris

Community Support

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231.3K Messages

3 months ago

Hi @csgreeley.

 

Thank you for reaching us. We understand your concern. 

You may just need to give the app time to refresh and detect the Extender. If you haven't done so already, uninstall then reinstall the app, and see if it shows up. It doesn't matter if you use an Android or iPhone.

 

We also suggest checking for the Extender on the Smart Home Manager website. If it's missing there as well, let us know. You can also unplug the Extender, then plug it back in to see if that gets it to appear.

 

Be sure to keep us posted!

 

Mike, AT&T Community Specialist

New Member

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15 Messages

3 months ago

I’ve tried all this and it still shows only partial and incorrect results for extenders that are actually working properly. 

ACE - Professor

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5.8K Messages

3 months ago

Don’t worry about it. They are working. Another option is ditch the extenders and get a mesh Wi-Fi system. 

What do you pay per month for the extenders?

6 Messages

3 months ago

Same problem here. All started recently . Never had these issues before. Any resolution in site? 

my extenders are working with solid white light but show offline on app. And when I sync an extender after hitting “forget device” it’ll sync but won’t show on the app ever again. The one that is showing up just shows offline but works… help ATT!!

sorry to say this but I’m glad to see it’s not just me. I thought I was going nuts. 

im also glad to see a reply said ATT is working on it. I bookmarked this chain and I also posted my own before seeing this one. 

(edited)

Community Support

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231.3K Messages

3 months ago

Hi @Chase220

 

We understand that you’re having trouble with connecting your Wi-Fi extender. Let's get your extender working again.

 

Since the extender is showing offline on Smart Home Manager, there are a few things we can suggest.

  • If using the Smart Home Manager app, try uninstalling and reinstalling it again. If you're using the website, sign out and back in.
  • Reset your password. This suggestion may seem odd since this isn't a login problem, but the password reset process also causes the online account to re-sync with your equipment.
  • If there are any 3rd party routers or equipment, try removing them and then restarting the AT&T gateway afterward.

If it's correctly placed and still not connecting, you may have to try restarting your gateway. This can refresh the connection to the extender and potentially allow it to reconnect.

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

Please let us know if that helps or if there are any further questions.

 

Thank you for contacting AT&T Community Forums!

 

Happy to assist!

 

Jennifer, AT&T Community Forums Specialist.

6 Messages

3 months ago

Already tried all that Jennifer. My app still looks like the below and all is working solid white light on front of router and extender.

(edited)

New Member

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4 Messages

3 months ago

Following - same issue with 3 extenders

New Member

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15 Messages

3 months ago

Likewise here. Problem now resolved. They must’ve fixed something on the AT&T side. Perhaps they rebooted everything ;) …

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