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Shirokuma's profile

New Member

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17 Messages

Wednesday, January 25th, 2023 11:17 PM

Intermittent internet

I have been having internet drops almost everyday for months now. I was so bad, I texted with support and got a refurbished BGW-210 to replace my original BGW-210 Gateway. I asked for a BGW-320 but they would not give me one.

I received the refurbished model on Dec 6, 2022. I have been keeping a log of the date and time the internet drops when I am home. I can also see when the internet drops when I am not home as there are new tabs open on my browser showing "404 page not found". There is a new tab for every drop. Sometimes I will have 3-4 tabs open when I get home after a 12 hour shift at work.

My wife takes online classes and this affects her daily. Our TV is all streaming as we do not have cable. This has become a big enough problem where I have started looking for another ISP. 

I ordered a BGW-320 off of Amazon. If this does not help, then I know it is not the equipment and it will be time to leave AT&T.

ACE - Expert

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35K Messages

1 year ago

Okay, now that you're all the way back to 3.20.5, let's see what happens with it.

New Member

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2 Messages

1 year ago

I came here looking for information on my router dropping connection with some regularity. I don't know for sure but feels like about once a day the internet drops and reconnects after about 30 seconds. Not life-altering but sometimes very annoying. Is this a common issue? Are there logs I can look at to confirm these restarts?

ACE - Expert

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35K Messages

1 year ago

30 seconds isn't the kind of disconnect we're talking about here.  30 seconds sounds more like a Wi-Fi disconnection.

Community Support

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231.2K Messages

1 year ago

We'd be happy to help you with the intermittent internet service you're experiencing @starsfan26

 

To get started, we'd suggest following these steps to help with your internet connection:

  • Unplug the power cord from the back of your gateway or modem. If you have an internal battery backup, please remove it. 
  • Wait 20 seconds. 
  • Put the internal batter back in, if applicable. 
  • Plug the power cord back in.
  • Wait up to 10 minutes for the gateway or modem to restart and your Broadband light to turn solid green.

Also, download our Smart Home Manager app which can help diagnose what is causing the intermittent service you're experiencing.

 

We recommend taking a look at this article with solutions for internet service that keeps dropping.

 

​Let us know if these steps help. 

 

Tanatswa, AT&T Community Specialist 

New Member

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17 Messages

1 year ago

And another update. Not sure why it would not just update to the latest immediately...

New Member

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2 Messages

1 year ago

@ATTHelp , respectfully, I did all that. In fact, it's what I get prompted to do when it goes down. Generally, it comes back up before I take all those steps, however. The article with solutions is basically the same information.

@JefferMC OK, thanks. I'll check the Wi-Fi as well but when I get an AT&T branded message instructing me to reboot the router I assume that is the problem.

@Shirokuma I don't know much about the AT&T software specifically but it's likely that the 4.21.5 update has a prerequisite of an existing build of at least 3.x and so has to do that update first, then the final update. Basically, you were too far behind to make one jump from 2.x to 4.x.

ACE - Expert

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35K Messages

1 year ago

when I get an AT&T branded message instructing me to reboot the router

Screenshot, please!

New Member

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17 Messages

1 year ago

No internet drops since the install of the new gateway.

New Member

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17 Messages

9 months ago

Another update July 21, 2023

Still working perfectly. If you have not bought the new BGW-320, I would highly recommend. 

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