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New Member

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10 Messages

Tuesday, September 20th, 2022 9:40 PM

Smart Home doesn't recognize new Fiber modem

How do I get my Smart Home Mgr to recognize the new Fiber modem?

I have re-started the modem twice.

Uninstalled & re-installed the Smart Home App 3 xs.

I am at a loss.

The message I get is "Can't reach your Wi-Fi gateway."

Community Support

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232.8K Messages

2 years ago

Hi Cwag527, we can help you connect your gateway to the Smart Home Manager!

 

We see that you tried restarting the gateway. Have you tried a factory reset?

 

If not, give that a try and let us know if it helped. Find the small red button and pinhole on the lower rear of the gateway and depress for about 15 seconds.

 

If that doesn't help, please provide more information, so we can determine what your next steps should be:

  • When did you receive the new gateway?
  • Was the gateway sent as a replacement?
  • Are you a new customer or did you recently upgrade to Fiber?

We'll be awaiting your response!

 

Aminah, AT&T Community Specialist

New Member

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10 Messages

2 years ago

I haven’t done a hard reset, but will tonight.

I did just upgrade to fiber, last week.

Existing customer of 6 yrs.

Community Support

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232.8K Messages

2 years ago

We'll be here when you're ready, @Cwag527.

 

Please let us know if the factory reset works, and we'll continue working on this together.

 

Tyler, AT&T Community Specialist

New Member

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10 Messages

2 years ago

I reset the modem and Smart Home still doesn't recognize it.

I did delete and reinstall SmartHome before I tried again.

New Member

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10 Messages

2 years ago

Also, on the "Main WIFI" tab of SmartHome, it won't let me Edit and change the SSID

to the new fiber modem.

Community Support

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232.8K Messages

2 years ago

Thanks for providing us with all the updates and the troubleshooting steps you have done to register  your new fiber device to the Smart Home Manager, @Cwag527.

 

We can take a closer look together.

 

In order to continue, we'll need to speak privately. Please meet us in a DM by using the direct message inbox icon in the top right corner of the screen. We'll be messaging you there shortly.

 

Olajide, AT&T Community Specialist

New Member

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10 Messages

2 years ago

I just found the DM and waiting to hear back from someone,

ACE - Professor

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5.9K Messages

2 years ago

I’ve had that error for weeks now. Just delete the smarthome manager app. 

New Member

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10 Messages

2 years ago

I have deleted it about 6 xs. And did a restart on the modem.  Could it not be recognizing the new modem because they haven’t buried the cable yet??? I’m just guessing anything now 

ACE - Professor

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5.9K Messages

2 years ago

No. It’s the app. Delete it. 

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