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trajsingh's profile

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3 Messages

Wed, Aug 17, 2022 4:14 PM

Intermittent outages on fiber

I have the 500mbps package. For the last week or so the service goes offline for a minute or two and then resolves. By which I mean can’t access Gmail, LinkedIn, iPhone messaging and so on, all connected via WiFi to the router. Anyone else seen this or have recommendations please?

ATTHelp

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Hey @trajsingh, let's take a look at your connection together.

 

Does this happen during specific parts of the day or is it random? High network traffic can sometimes cause connectivity issues.

 

We recommend factory resetting your gateway. Resetting will be your best first option, as it'll reset everything and start from a clean slate. Keep in mind, performing a factory reset will delete and custom settings you may have saved. 

  1. Press and hold the gateway Reset button for at least 10 seconds. If you let go before 10 seconds, the gateway will reboot, but it won’t reset.
  2. Wait until the gateway restarts and all the status lights are lit. 
  3. See if the Broadband or Service status lights are solid green. If so, the reset worked.

Please let us know if this helps. 

 

Tyler, AT&T Community Specialist

dave006

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For the last week or so the service goes offline for a minute or two and then resolves. By which I mean can’t access Gmail, LinkedIn, iPhone messaging and so on, all connected via WiFi to the router.

What AT&T Gateway do you have?  Examples: BGW320-500, BGW320-505, BGW210-700, Pace 5268ac.

Finally for now: do you live in a Multi-family building or and individual building? Not a personal question but there is more and more Wi-Fi interference when there are dozens or 100s of near by Wi-Fi systems.

Short version it could be a Wi-Fi interference issue and your AT&T Wi-Fi is changing  channels.

Dave

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Thanks for the reply. It’s a BGW320-505. We live in a single family home. Would changing channels take long enough to produce that level of dropouts?

I wonder if I connect via Ethernet to the router directly whether that would show if the WiFi is the problem versus the connection to the fiber network?

dave006

Scholar

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We live in a single family home. Would changing channels take long enough to produce that level of dropouts?

Yes if you use the AT&T Smart Home Manager app or by accessing the Wi-Fi to scan for a better channel. All Wi-Fi devices are disconnect during this process.

I wonder if I connect via Ethernet to the router directly whether that would show if the WiFi is the problem versus the connection to the fiber network?

100% change that by trying Ethernet it would help you narrow down the issue to either your Wi-Fi or if it is your Fiber connection.

Also where is the BGW320-505 locates vs where you are using Wi-Fi most often? Also it needs to be at least 36-42 inches above the floor and not in an enclosed cabinet or behind glass doors.

Dave

ATTHelp

Community Support

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We're here to help get your service running smoothly again, @trajsingh!


Thank you, @dave006, for the great questions and insight! Just as they stated, this could be caused by your AT&T Gateway changing it's channels to better manage the traffic on your network. Due to this, we suggest you download our Smart Home Manager for assistance with troubleshooting. It has a feature called Channel Scan which can help choose the correct channel for your Wi-Fi to improve speeds, as well as a feature called Network Health Check which will look at all the devices you have connected and see what can be done to improve connection.

 

In the meantime, we'd like to invite you to a Direct Message in order to make sure your network is functioning correctly.


Please keep an eye out for a notification in the upper right corner of the screen. We look forward to speaking with you.


Donovan, AT&T Community Specialist

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Thanks for all the suggestions. I have reset the router but did see some of the same outages this morning. I will monitor it further. Is there a tool to track when service goes out and returns by any chance?

ATTHelp

Community Support

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200.2K Messages

1 دقيقة مضت

Thank you for letting us know, @trajsingh!

 

We suggest continually checking your outage status, so you can keep up to date on any changes occurring. If you aren't in an outage currently, then we recommend using the Smart Home Manager we suggested earlier.

 

Let us know if this helps!

 

Donovan, AT&T Community Specialist

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