Gateway not showing up in my ATT support page nor in the App

The app is a dumpster fire.  Can you get to the SHM page at att.com?  Sometimes that's just as useless.

No luck, it's the same situation. I get a "offline" status there, and if i click on "get my gateway online", I get this fancy (I mean, useless) page:

Thank you though.

Hopefully nobody is going to come up with "have you tried restarting it?"... Sigh... Several times already I restarted it, unplugged it, and no luck.

Yeah, figured as much.  Maybe it's just my imagination but this seems to be a problem with the BGW320 more than the other two fiber gateways.  Not much anyone can do except hope that the devs eventually get their act together but they don't have a good history so far.

Thanks, I guess it's a new device so let's hope AT&T can make it work.

Meanwhile, let's wait for some of that AT&T official support...

Hi fede_user, we'd be glad to help you fix the Smart Home Manager.

Try the following suggestions from our troubleshooting article for the Smart Home Manager:

• Restart the app.
• Reboot your gateway.
• Factory reset your gateway.
• Uninstall and Reinstall the app.
• Remove 3rd party devices, such as routers and switches. Afterward, reboot your gateway and restart the app.

If it's still not working, let us know, and we'll check to see if there's a known issue with the Smart Home Manager app and website.

Aminah, AT&T Community Specialist

It's actually not a new device.  Say, have you tried restarting it?  🤣🤣🤣

Dang, the famous "reboot the gateway". That basically means there's no solution, and they have no clue.

Or maybe, the magic number of reboots is 29342, but I am still far away from it. Let's keep the magic alive. 

Kind of forgot, and coming back from Xfinity, I hoped AT&T was now better, but confirming that AT&T support is useless. 

Not a defense, but is there a major ISP "support" that isn't useless?

We'll send a DM to see if we can find a resolution, fede_user.

You can find the notification in the upper right corner of the page.

Aminah, AT&T Community Specialist

Reboot and reset are different. Try factory resetting the gateway by holding the red reset button until the gateway restarts. This will erase all settings and return to factory settings. 

A factory reset is always recommended if your gateway gets replaced or when first installed.