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erickeseidel's profile

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1 Message

Thursday, December 8th, 2022 1:32 AM

fiber optic Wi-Fi

Some apps (Disney Plus) are not opening at all on Sony smart tv and others buffering (HBO/MAX) every few seconds ever since we upgraded to fiber optic with a gateway box BGW3200-500. Also, apps on my phone will not operate correctly if I am connected to AT&T wi-fi but no problem if use roaming data. Prior to upgrading we never had this problem. I spent hours on phone with Disney Plus and the Sony TV support and thinking it was the APPs or the TV. After troubleshooting everything I tried connecting using a Hotspot and no problem, feel it has to be the Wi-Fi.  

OH, AND THE TECHNICIAN DENTED THE WINDOW FRAME AND LEFT BLACK MARKS ON OUR SIDING AND WINDOW WHERE HE PLACED HIS LADDER. 

Community Support

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232.2K Messages

1 year ago

Hello @erickeseide, we will be happy to offer a helping hand with your streaming  apps and the damage that was caused to your home.

 

Thank you for letting us know about the troubleshooting steps you have already taken.

 

In addition to the steps you have taken, here are some more options to perform a factory reset on your router. This can help with refreshing your network settings. If that doesn't help, please let us know.

 

As far as the damage caused to your window frame and siding, the best option would be to go ahead and file a property damage claim. When you contact an agent there, you will be given the appropriate steps on how to get that taken care of. Property damage claims are handled by our claims provider, Sedgwick. They can be contacted at 855-365-4976.

 

Before you call, please have the following information readily available:

  • The location of the damage
  • Photos

We look forward to knowing how the reset goes, and if further assistance will be needed.

 

Lani, AT&T Community Specialist

 

 

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