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New Member

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18 Messages

Wednesday, November 29th, 2023 2:14 AM

The new gateway mirrored my wifi settings but most of my devices wont connect.

I talked to support who created a seperate 2.4ghz wifi profile and even that did not work. The devices that wont connect are the Bose 500 speakers (2 of them) and numerous Blink gen 3 outdoor cameras. Can someone please help me to get those devices connected to the BGW320 ?

Community Support

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232.1K Messages

6 months ago

Hello @pchoustontx, Thanks for reaching out to us! Let's work on a fix and find out what's causing this!

We recommend resetting your router by doing the following:

  1. Sign in to Smart Home Manager and select Network.
  2. Scroll to and select Home Network Hardware.
  3. Select Wi-Fi Gateway and then Restart.
  4. Select RESTART again.

    Please feel free to try the below steps as well.
  • Hide the Network Name from the outside world.
  • Change the 5Ghz channel from "auto" to channel 36 to test.
  • Change the channel width to 40Mhz for 5Ghz.

    Also, Check if your devices are compatible with the new gateway. You can find a list of compatible devices on the AT&T Wi-Fi gateways or Modems  page.

    We hope this information is helpful and thanks for reaching out to AT&T Community Forums!
    Leon, AT&T Community Forum Specialist

New Member

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18 Messages

6 months ago

This step has been attempted multiple times without success.

There appears to be an issue with the BGW320 when connecting to specific devices.

Engineers identified these issues in 2021 through similar posts, but no action was taken, leading to frustration for users who eventually left ATT after waiting for years for a resolution.

I'm inquiring about possible solutions. What can be done, either on your end or mine, to establish connections with these devices?

Considering the devices are less than 2 years old and the total investment exceeds $3000.00, rendering them ineffective is unacceptable.

Resolving this issue is crucial, and increased awareness is needed to prompt a firmware update.

The only alternate I have is to switch service and I have been a lifelong customer. 

What can you do to fix this?

Community Support

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232.1K Messages

6 months ago

Hello @pchoustontx

Thank you for reaching out to us! Let's find out what's causing this and get the help you need!

 

Due to the nature of your concern we would like to take the conversation into private message and help you out further. Please look for a chat notification in the top right corner next to the bell icon!

 

Looking forward to hearing from you!

Leon, AT&T Community Forum Specialist

New Member

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18 Messages

6 months ago

Hello, I have done this already on numerous days. I spent 4 hours yesterday and about 2-3 hours before that.

Trust me on this, your reps DID EVERYTHING you could do.

I just don't understand how the bgw210 connected all the devices without any issues but when I upgraded to the bgw320, mirroring the wifi and restoring factory defaults to the gateway and reconecting, i get the issue of the devices not connecting.

What is it about those gateways that are causing so many issues with so many people?

Can you fix it?

2 Messages

6 months ago

It's frustrating to experience connectivity issues with specific devices on a new gateway. Here are some troubleshooting steps you can follow to address the problems with your Bose 500 speakers and Blink gen 3 outdoor cameras on the BGW320:

  1. Separate SSIDs for 2.4GHz and 5GHz: Ensure that the 2.4GHz and 5GHz bands have separate SSIDs. This helps in avoiding potential conflicts. If your devices specifically require the 2.4GHz band, connect them to the corresponding network.

  2. Update Firmware: Check if there are any firmware updates available for your devices, especially the Bose 500 speakers and Blink gen 3 outdoor cameras. Manufacturers often release updates to improve compatibility and performance.

  3. Reset Devices: For each problematic device, try performing a factory reset and then attempt to reconnect them to the Wi-Fi network. Refer to the respective user manuals for instructions on how to reset the Bose speakers and Blink cameras.

  4. Wi-Fi Channel Interference: Check for interference from other Wi-Fi networks in your vicinity. Use a Wi-Fi analyzer tool to identify the least congested channels and set your BGW320 to use those channels.

  5. Security Settings: Ensure that your BGW320's security settings, such as encryption type and password, are compatible with the devices. Some older devices may have limitations in connecting to modern security protocols.

  6. Contact Device Support: Reach out to the customer support of Bose and Blink for specific troubleshooting related to their devices. They may provide device-specific solutions or firmware updates to address compatibility issues,

  7. MAC Filtering: Check if there are MAC filtering settings on your BGW320. If enabled, make sure to add the MAC addresses of your Bose speakers and Blink cameras to the allowed list.

  8. Network Isolation: Verify that there are no network isolation or guest network settings that might prevent certain devices from connecting.

If the issue persists after trying these steps, consider consulting with the technical support teams of Bose and Blink. They may have specific insights into common issues and solutions for their respective devices.

Best of luck in resolving the connectivity problems.

ACE - Professor

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5.8K Messages

6 months ago

Are the devices that won’t connect trying to connect to the correct WiFi network? Each gateway has a different network name and password. Rename the WiFi networks. Point all your WiFi devices to the new name. Or change the gateway network name to the network your devices are pointed to. 

New Member

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18 Messages

6 months ago

Yes all these steps have been tried. 

The 2.4ghz is a seperate name and password from the main.

I have even tested resetting the gateway and my wifi name and passwords, still no resolution.

The devices are fairly new from 2021-2022 and are wifi 6 capable and backwards compatable to ipv4 

I have tried turning off ipv4 and restarted everything and even that did not resolve the issue.
I then tested the products connected to a neighbors wifi and had no issues at all.

This happens to be the second bgw320 and I do believe they are issuing us subpar, refurbed items that are simply, broke.

ACE - Professor

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5.8K Messages

6 months ago

If all your other Wi-Fi devices connect to the gateway WiFi bands, start looking at your Bose speakers and blink cameras the problem. Forget the network setting for those devices and add them to the new gateway network. Another option is turn off the 5.0 radio and see if they connect to the 2.4 radio. 

Search Google for Att conflicts with Bose and Blink. There could be workarounds to try. 

ACE - Expert

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24.4K Messages

6 months ago

Did you try connecting your 2.4GHz devices to the Guest Network? Don't bother with the primary network. You should also rename the Guest Network to something else and assign it it's own password. 

New Member

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18 Messages

6 months ago

To start off, I have a Galaxy S23 Ultra, latest updates installed and that includes Android 14 and One UI 6. I also have an Ipad that is updated to the latest OS.
When I got the gateway, everything worked seamlessly after installation. Devices connected without issue and it mirrored my current wifi settings perfectly. Problems arose on Thanksgiving night when a power outage occurred. After the power was restored, I encountered network issues across all my devices as they would not connect (Security cameras and my Bose 500 speakers would not connect to my wifi).
Despite my efforts, including uninstalling and reinstalling apps on my phone and multiple attempts to reconnect devices to the Wi-Fi, I have been unable to resolve the issue. I engaged in several hours of testing things out and then sought assistance from AT&T support through chats.
While the community and AT&T users provided valuable advice, none of the suggested solutions proved effective. I lastly reformatted my phone in an attempt to rectify the issue without success.
I made another chat attempt with ATT tech support. During that conversation, a representative ran tests and created a separate 2.4GHz ID on IP4 with a different password. Despite these efforts, the problem persisted and subsequently, disabled IPV6 and power-cycled the gateway to operate solely on IP4, yet the connectivity issues persisted.  I then researched online and spent many more hours troubleshooting further. I then decided to test by connecting the devices to my Ipad. They connected without any issue. Which made me realize that the issue is the Android OS update on my phone. Particularly after updating to Android 14. 
What's noteworthy and crucial for developers to be aware of is that, when I attempted to link devices using my iPad, the process went smoothly. The connection was established, and I logged in to test them without encountering any issues.
Contrastingly, when I tried the same on my phone, the devices wouldn't connect.
Subsequently, I successfully connected them on iOS, where they operated flawlessly. Following this, I reinstalled the device apps on my phone, logged in, and confirmed their functionality on my phone.
In a further test, I deleted one device from both my iPad and phone, attempting to re-add it to my phone resulted in a persistent Wi-Fi connection error. However, reinstalling it on my iPad proceeded without any hitches. Afterward, logging into the app on my phone, I found that it is now functioning as expected.
The issue is with Android 14 all along relating to wifi.
While my Android phone now works with the devices, the unusual workaround raises concerns about compatibility with the latest Android update in relation to the bgw320 gateway.  The Developers really need to look into this further as thousands of others are reporting Wifi issues with Android 14 on various devices. 
If you are having this same issue, add the devices to your IOS and the readd them to your android device and login on your android for them to work. Only set them up on IOS, not your Android. Keep doing this until an update is pushed out the the ATT fiber gateways.
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