Available Now: Buy the new iPhone 14, iPhone 14 Pro and iPhone 14 Pro Max from AT&T!
Get superfast AT&T Fiber internet
Aultman's profile

New Member

 • 

1 Message

Sun, Aug 7, 2022 7:45 PM

Missing Wire (presumed fiber line)

I went to set up my new internet gateway this weekend, and during the install I notice my ONT did not have a green wire as it showed in the install example picture. When I went to plug in the wires I did have the power light was green, the PON light was off, the alarm light was red, and the data light was yellow. As I continued my install the gateway would never finish the setup process. It just left me with a continual loading screen on my phone. 

For reference I am talking about the green wire in this instruction picture. I have to ports for the wire, but no wire. Any help would be very much appreciative. Thank you for your help.
-Aultman
ATTHelp

Community Support

 • 

200.1K Messages

2 m مضت

Hello @Aultman! Let's get your gateway connected.

 

We recommend you call our customer care number at 1(800)-288-2020 so that they can further assist you with replacing your missing equipment. You may also check Internet Self-setup for a better visual on establishing your gateway.

 

Please don't hesitate to reach back out for any future needs. Thank you for contacting the AT&T Community Forums.

 

Shakendra, AT&T Community Specialist

browndk26

ACE - Professor

 • 

4.8K Messages

2 m مضت

The gateway is connected to the ONT via an Ethernet cable connected to the red port of the gateway? When calling 800-288-2020, say internet, failed self install. Most likely a tech visit will be needed. A fiber jumper cable could be ordered on Amazon but I do not know what spec cable is needed. Hopefully another community member can post a link to the correct cable. Call the 800 number as well. Possibly 5-7 days before a tech visit is available. 

tonydi

ACE - Guru

 • 

7.4K Messages

2 m مضت

@Aultman   I think THIS is the cable you need but it's going to take almost a week to get to you.  Amazon has others but they're all at least 1M in length and have similar shipping times.  So a truck roll might just be faster.

If I were sitting at home with the prospect of being without Internet for many days because of a missing cable, I'd climb in my car and cruise around the surrounding neighborhoods looking for an AT&T truck working at another house.  I'm confident you could just ask the tech for a cable and be up and running in no time.

ETinATL

New Member

 • 

11 Messages

2 m مضت

I second tonydi's suggestion for the quickest fix.

Need help?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.