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New Member

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1 Message

Sunday, January 30th, 2022 1:11 AM

(New Customer) Fiber Gateway Disconnects Every Night for Hours

I’ve only had Fiber since moving into this house 3 weeks ago, and it’s down almost every night. My Gateway (BGW320) disconnects usually between 11pm - 2am, and is out for anywhere between 1 - 12 hours. It’s fine during the day. 

Have called Tech Support who walk me through rebooting — because I’ve never thought of that, of course — but most of the time I can’t even reach anyone. I repeatedly get the “it looks like we’re helping a lot of customers right now, please try again later” message. 

The person who lived in this house before me never had any issues, but he isn’t a night owl like I am — he probably wouldn’t notice if his internet connection died every night. 

I doubt it’s the Gateway itself, because otherwise it would happen during the day, too. But what on earth could be different at night? And why can’t I get any help from Customer Service? I’m beginning to be very glad I don’t have a contract…

ATTHelp

Community Support

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207.5K Messages

1 year ago

We're here to help keep you connected, WendyBTV!

 

When your service goes offline, is it saying anything in Smart Home Manager regarding it? We'd suggest checking, as the application can tell you if something is wrong with your network or the connection it gets from the internet.

 

In the meantime, let's meet in a Direct Message to discuss your network. Please check your Direct Message Inbox, which is the chat icon next to the bell icon in the upper right corner of the Forums page.

 

We hope to hear from you!

 

Donovan, AT&T Community Specialist

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