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New Member

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8 Messages

Mon, May 17, 2021 7:24 PM

Phone can't reconnect to Arris BGW210-700 base from AirTies Air 4921 extender on mesh network

I have a Samsung Note 20 that won't reconnect to the Arris BGW210 once connected to the AirTies extender.  As I travel further from the extender and closer to the Arris base station, I lose connection to the extender, but the phone won't connect (well, it does connect, but without internet) to the Arris router.

I typically get the error message that it "can't obtain IP address", so I have to switch to wireless or restart the Arris (which takes down the whole network). Moving back into the extender range, however, it will reconnect with wifi to the extender with no issues.

On the phone, cycling the wifi on/off, using airplane mode for a bit, and "forgetting" the network have no effect.

Any suggestions on Arris, AirTies, or phone settings that might remedy this issue would be appreciated (other than those tried above).

With all this being AT&T equipment, including the phone, I'd expect it to work seamlessly.

Thanks in advance.

ATTHelp

Community Support

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179.7K Messages

8 m ago

We're here to help, @andyotay 

Let's try refreshing everything. 

  • Start by rebooting your gateway by unplugging it for about 20 seconds then plugging it back in.
  • Rebooting your air tie also unplugging it for 20 seconds. 
  • then check our Smart Home manager app to check the connections. 

We also recommend restarting your device. 

Let us know if this helps. 

Deandra, AT&T Community Specialist 

New Member

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8 Messages

8 m ago

As noted, rebooting has been tried (repeatedly) and is not a solution to this issue.

ATTHelp

Community Support

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179.7K Messages

8 m ago

@andyotay 

Do you have any third party routers connected? If so we recommend removing the external router and power cycle the AT&T router. 

We suggest bringing the airtie into the same room as the router if it is not in the same room then reboot and test to see if you are able to connect your phone. 

Not having a IP address happens when you have a weak signal. We suggest using our Smart Home Manager App to determine the signal strength. 

 

Your phone uses DHCP (Dynamic Host Configuration Protocol) information and if the connection is weak or intermittent then the request may not go through properly. 

Let us know if this helps. 

Deandra, AT&T Community Specialist 

New Member

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8 Messages

8 m ago

Hi:

No 3rd party equipment--Just AT&T.

Moving phone into room and placing phone directly on top of AT&T Arris modem/router does not resolve issue. Phone will still not connect to Arris modem/router.

Just clarifying again, issue is in not successfully transferring FROM the AirTies TO the Arris modem/router base when moving to a part of the house far from the AirTies and closer to the Arris (where I get the "can't obtain IP address" error).

So, it 'connects' to the Arris router, but there is no internet available.

Thanks

ATTHelp

Community Support

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179.7K Messages

8 m ago

@andyotay

 

How close is the extender to the router? You may need to move it closer to strengthen the connect.

 

We also suggest re-pairing the extender using the Smart Home Manager, if you haven't done so yet.

 

Keep us posted.

 

Aminah, AT&T Community Specialist

New Member

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8 Messages

8 m ago

Let me try to explain another way--the issue is NOT with connecting to the extender.  The stationary devices using the extender work just fine.

The issue is that when the PHONE connects to the extender for wifi (GOOD), it cannot connect back to the Arris base modem/router when I move the phone away from the extender and closer to the base station when moving through the house,  as would be expected with a mesh network.

ATTHelp

Community Support

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179.7K Messages

8 m ago

@andyotay

 

Try forgetting the network, then reconnecting to it and let us know what version of Android your phone is on and if any other phones have this issue.

 

Aminah, AT&T Community Specialist

New Member

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8 Messages

8 m ago

On the phone, cycling the wifi on/off, using airplane mode for a bit, and "forgetting" the network have no effect.

Android version 11

If I turn off wi-fi BEFORE moving away from the extender, and then turn on wi-fi AFTER getting across the house, it will connect to the Arris modem/router, but that's not a desired solution.

My wife's iPhone transitions between the extender and the base modem/router seamlessly

ATTHelp

Community Support

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179.7K Messages

8 m ago

Hey, @andyotay!

 

You may want to try factory resetting your gateway. 

 

This can clear up some minor issues that may be affecting your connection. 

 

Please try it and let us know how it goes!

 

Raiden, AT&T Community Specialist 

New Member

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8 Messages

8 m ago

As mentioned,  I've rebooted and reset all the equipment. Multiple times. So far, that's the only solution anyone from AT&T has offered to resolve the issue.

Please don't suggest that again.

Why can't my phone obtain IP address when trying to connect to the Arris base station modem/router when switching from the AirTies extender?

(edited)

ATTHelp

Community Support

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179.7K Messages

8 m ago

Hey @andyotay.

 

Is your router port forwarded to your airties or any other device?

 

We would suggest that you factory reset the router and try setting up the extender to make sure its connected properly.

 

Make sure that your airties are setup correctly:

Please let us know what happens.

 

Charles, AT&T Community Specialist

 

 

New Member

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8 Messages

8 m ago

Nothing different happens. As mentioned above, this has all been tried. AirTies is set up correctly and issue doesn't happen with other phones.

ATTHelp

Community Support

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179.7K Messages

8 m ago

Hey @andyotay.

 

If this is the only device thats having this trouble we suggest that you try reaching out to the manufacture cause this could be a problem with the device being that its the only one affected.

  • Has the phone ever made the switch from the extender back to the router?
  • Is your phone set to auto reconnect to both the router and the extender?
  • Does the router and the extender show there on the same network?

Please let us know so we can report this properly.

 

Charles, AT&T Community Specialist

New Member

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8 Messages

8 m ago

Thanks for these items-- these are good next steps, and all are 'yes' and I think are leading to this:

I think I've figured it out. I changed the MAC address setting on my phone from "Randomized MAC address" to "Phone MAC address" and now it seems to transfer seamlessly

ATTHelp

Community Support

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179.7K Messages

8 m ago

Hey @andyotay.

 

Glad you were able to get that resolved. Please feel free to reach out to us if you have any further questions or concerns. Thank you for choosing AT&T.

 

Charles, AT&T Community Specialist

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