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J

New Member

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1 Message

Tue, Sep 1, 2020 4:22 PM

WiFi Connection and TV issues

There is a serious problem with my internet and TV services.  The WiFi is intermittent, and I'm quite sure I am not getting the download and upload speeds that I am paying for.  I often have to restart the AT&T TV devices because either the screen is fuzzy with no picture OR there is no internet connection.  The "run diagnostics" that appears on the screen NEVER works.  For the prices you charge, I expect reliable, working services AT ALL TIMES.  Truly a disappointment and I can't believe that there is no "on demand" feature. 

ATTHelp

Community Support

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176.4K Messages

1 y ago

Hello @j4jazz

 

Intermittent services can certainly be frustrating and be assured, we will work with you to find the best solution to resolve. Thanks for reaching out through our Forum.

 

Have you downloaded and use the AT&T Smart Home Manager? 

If not, it's recommend as you can do a speed test to confirm the speed that is getting sent to your (RG)/router. From that point, speeds will vary relative to the amount of devices using bandwidth, etc. We have a good article here on Internet speed and tips to optimize your Wi-Fi Internet speed. 

 

If you're continuously encountering Wi-Fi issues, it might help to reset your RG (Residential Gateway). Doing so can clear many issues that you could have with your AT&T Services. To reset, 

 

  1. Press and hold the Reset button on the gateway for at least 10 seconds. If you let go before 10 seconds, the gateway will reboot, but it won’t reset.
  2. Wait until the gateway restarts and all the status lights are lit. 
  3. See if the Broadband or Service status lights are solid green. If so, the reset succeeded.

Also, you might look into the Troubleshoot & Resolve Tool which can assist with resolving technical issues with your AT&T services.Troubleshoot & Resolve 

Concerning On Demand with AT&T TV, check out this article that we have made available. 

 

Should you have further problems after troubleshooting with no success, please reach out to AT&T technical care.  We can review and run some tests, etc. If you prefer to chat with us online, that is an option as well. Click the above link, scroll to the bottom of the page and you'll find "Prefer to Chat?"

 

Chad, AT&T Community Specialist. 

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