Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
Get superfast AT&T Fiber internet
GameDeveloperDylan's profile

10 Messages

Sunday, April 21st, 2024 4:58 AM

NAD-3302 Error

Even though this question has been answered many times in multiple threads, I've tried everything to fix my problem, and nothing has been working.

Almost every single day, maybe about 4 times a day (sometimes even as high as 20 times on a bad day), my internet suddenly stops throughout the entire house. When I'm on my other devices, no error codes or anything, but when I'm on my computer and it happens, I get redirected to the ATT control panel with a message that states "Your Residential Gateway isn't online due to an 802.1X Authentication Failure. (Error Code: NAD-3302)".

I've had multiple calls and live chats with AT&T and nothing has been resolved each time. On the calls, they would send somebody out to replace the box, but nothing has worked even after maybe 4 or 5 brand-new boxes. As for the live chats, the "agents" would say that they see something wrong with the network settings and that they would fix it but it would take them so long to do it that the chats would end automatically due to inactivity. One live chat that I was on lasted well over 2 and a half hours and I'm still having so many issues.

And before I get asked just like everybody else who has been having the same problem as me, I see a red flashing light on the gateway when it happens. The flashing light usually happens for about a minute and a half and goes back to white eventually but sometimes I have to completely unplug the modem and plug it back in to work. One of the times AT&T came out, they even tested the wall outlet to make sure it was wired correctly, and it was.

There is an AT&T box right behind our house in the alleyway, but something I've released is that we are the only people in our neighborhood to have AT&T at all, and I can see why. They probably also had the same issue. To be fair, it does say Your Residential Gateway.

I'm almost tempted to switch to a different company as this is affecting not only my daily routine but also my work and home security system. AT&T, please do something.

No, this is not the account that we have our AT&T 1000 Fiber plan on.

Accepted Solution

10 Messages

19 days ago

UPDATE:

We had another technician come out on Saturday. They reviewed everything and said that everything was already replaced so it couldn't have been the equipment and that they'd send out a higher-up to inspect the box in our alleyway and to look at our fiber cable. That technician showed up the next day. He reviewed everything and didn't come back, so I'm guessing that it signifies that there weren't any issues.

The only night we had the same issue was the night that everything was replaced; but since then, we've been perfectly fine.

I'll close this post and open it again if I continue to have issues in the future.

Community Support

 • 

232.1K Messages

28 days ago

Hi @GameDeveloperDylan, 

 

We understand how frustrating it can be when you’re experiencing persistent internet issues, especially when they impact your daily routine and work. Let’s troubleshoot this NAD-3302 error together.

 

Here are some steps you can take to address the issue: 

Ensure that all cables connecting your Residential Gateway (modem) to the wall outlet and your devices are securely plugged in. Verify that there are no loose connections or damaged cables.

We recommend that you try Restarting your Gateway:

  • Unplug the power cord from your gateway.
  • Wait for about 30 seconds and then plug it back in.
  • Allow the gateway to fully restart.

Factory Reset the Gateway (Only if necessary):

  • Locate the reset button on your gateway (usually a small hole).
  • Use a paperclip or similar object to press and hold the reset button for about 10 seconds.
  • Release the button and wait for the gateway to reset.
     

We recommend that you go through this forums thread which gives you more information about ⁠NAD -3302 error. Furthermore, Please follow the below troubleshooting steps to identify what's causing the issue:

 

Log in to your gateway’s control panel (usually accessible via a web browser using the gateway’s IP address). Look for any available firmware updates, and apply them if needed.

Sometimes nearby electronic devices or appliances can interfere with your Wi-Fi signal. Make sure your gateway is placed away from other electronics, especially microwave ovens, cordless phones, and baby monitors. Consider changing the Wi-Fi channel on your gateway to avoid interference from neighboring networks.

Examine the coaxial cable connecting your gateway to the wall outlet. Ensure it’s in good condition, and tightly connected. If you’re using Ethernet cables, check them for any damage or loose connectors.

Keep a log of the times when the issue occurs, including the duration and any patterns you notice. Your daily routine and home security shouldn’t be compromised due to connectivity problems. 

 

Please try the above troubleshooting steps, and let us know if you need help with anything else. We'll be happy to assist you.

 

Thank you for contacting us on AT&T Community Forums. 

 

Jennifer, AT&T Community Specialist.

Tutor

 • 

433 Messages

28 days ago

Is your service based on DSL or fiber? What model gateway do you have?

You need to have a technician come out to determine where the problem is and fix it.

It sounds like your service is not staying connected, dropping and immediately reconnecting. It is happening so fast that by the time you try to browse the service has physically connected but the communications to completely restore it have not yet completed (e.g., 802.1x).

There is an unfortunate pattern in many of the forum complains showing AT&T constantly repeating instructions to reboot, factory reset or replace the gateway. They do not work because the problem is not with the gateway but with the service.

For fiber, technicians lack tools to locate the source of the problem (e.g., cable impairments or water penetration into the cable).

For DSL, technicians often lack tools to locate the problem, the knowledge of what to check, or are reluctant to do so due to the decline of DSL usage at AT&T and problems with replacing parts (e.g., no replacements) or repairing damaged wiring on a dying technology.

10 Messages

27 days ago

Hi @thechef1 ,

I have an AT&T Fiber connection and use the BGW320-500 gateway. Despite multiple visits from technicians in the past, the problem still persists. We have tried resetting the gateway, replacing it multiple times, and even had our outlet tested to ensure it was wired correctly for the AT&T gateway.

10 Messages

27 days ago

Thanks for the quick reply @ATTHelp .

We have attempted to fix the issue multiple times, but unfortunately, nothing has worked so far. Even after having multiple technicians come out to diagnose the problem, we were unable to identify the exact issue. Every time they came out, they would check for updates, sometimes factory reset it, and other times would completely replace the modem. However, as already stated, the problem still persists and hasn't been resolved yet.

Community Support

 • 

232.1K Messages

27 days ago

Hi @GameDeveloperDylan,

 

We completely understand your concern regarding internet issues, and would like to help. Let's get the assistance you require.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

 

Thank you for contacting AT&T Community Forums,

Jennifer, AT&T Community Specialist.

10 Messages

27 days ago

Thank you again @ATTHelp for the fast response.

I am not entirely certain if my issue is related to my account, but I always seem to face difficulties when trying to contact AT&T. As I mentioned earlier, every time I reach out to them, they send a technician to my place, but unfortunately, the technician cannot resolve the issue. I have also tried using the live chat feature, but even after spending hours talking to the representatives, my issue remains unresolved. The chat conversations usually involve inquiries about ongoing events. However, I frequently get disconnected due to inactivity, even though the representatives are the ones who stopped responding. To ensure uninterrupted communication during live chats, I use cellular data to avoid disconnection in case they try to diagnose it, but they rarely do that before I eventually get disconnected.

Scholar

 • 

3.9K Messages

27 days ago

@GameDeveloperDylan 

First stop using the Chat feature for your issue. The reps on the other end can't help you resolve your issue. It is not covered by the basic Scripts they have available to answer questions.

You need to only call 1-800-288-2020. Yes your service to all client devices will lose Internet connects when your AT&T Gateway shows this error. This error indicates your Broadband connection to AT&T is dropping and in most cases will recover quickly since your BGW320-500 is not restarting. Only the Broadband connection is restarting in most of your examples as you indicated.

Have you had a tech check the light levels at the back of your BGW320-500 and again at your Slack NID if you have one outside of your residence? Also the tech should check the light levels at the PFP.

Next step should be to replace your physical Fiber drop from your residence to the Fiber terminal. Do you have overhead utilities since you mentioned a box in the alley or underground service?

Dave

10 Messages

27 days ago

@dave006 Hi.

I kindly request you not to be hostile as it is unnecessary. I'm simply trying to resolve the issue that my AT&T equipment is giving me.

I am uncertain about all the tasks that technicians perform when they visit as they usually give me a summarized report. However, they do inspect the outside area. Regarding the overhead utilities, we have power lines, but our fiber cable is located underground. It was installed after we moved into the house because the previous owners did not use AT&T or have any fiber internet.

ACE - Expert

 • 

35.5K Messages

27 days ago

I see no hostility at all in dave006's post.  Any hostility you see there is likely defensiveness on your part, which is unwarranted. 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.