New Member
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1 Message
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
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221.4K Messages
1 year ago
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
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browndk26
ACE - Professor
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5.4K Messages
1 year ago
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.
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tonydi
ACE - Guru
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9.9K Messages
1 year ago
@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.
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ETinATL
New Member
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13 Messages
1 year ago
I second tonydi's suggestion for the quickest fix.
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