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J

New Member

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4 Messages

Wednesday, July 29th, 2020 12:17 PM

Closed

Wi-Fi is working; Smart Home Manager app states "No Wi-Fi Network"

My Wi-Fi is working without issue. However, when using the Smart Home Manager app, it states that there is no Wi-Fi Network. I have reset the router. I have deleted and redownloaded the app. I have even called the helpline, and they said it would start working in a couple of days, but it has now been two weeks without change.

Accepted Solution

Official Solution

Community Support

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232.9K Messages

4 years ago

Hi @jonesbj4, we'll be happy to help get you back in the app.

 

If you are using a router in addition to your AT&T Gateway, this can cause the issue.  Is your AT&T Gateway in bridge mode?  If you do have a router, that is most likely producing your Wi-Fi, not your AT&T Gateway.  This would make the Smart Home Manager say no Wi-Fi, because it's not emitting the Wi-Fi. 

If you aren't using a router with your Gateway, here are some steps from our Smart Home Article that could get it working again.

  • Double-check that you're logging in with the correct ID. If you need to verify which one to use, visit the Find your ID page.
  • If applicable, remove 3rd party devices such as routers or switches. Afterward, reset your gateway again and restart the app. (You can re-add the 3rd party device after making any needed changes in the app if it's needed)
  • Lastly, try a Factory Reset on your gateway. This will restore default settings and remove any that could be interfering with the app.

Please let us know if this helps.

 

 

Jeff, AT&T Community Specialist

(edited)

New Member

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4 Messages

4 years ago

None of that worked. Still the same. 

Does it matter that this was a transfer from the previous owners (i.e., I recently moved into a home with AT&T and then took over the service)? Would it still be in their name for whatever reason?

Community Support

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232.9K Messages

4 years ago

Thanks for following up @jonesbj4,

 

Let's check a few other things.

If neither of the above work, try resetting your password. The password reset process also serves to re-sync the account.

 

When you took over the service, did you get a new account and gateway(router)?

 

 

Jeff, AT&T Community Specialist

New Member

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4 Messages

4 years ago

I have attempted to try on my laptop which was connected to Wi-Fi and my desktop connected via the ethernet and bother have the same "No Wi-Fi Network". I have reset the password and again no effect.

 

I did get a new account number when I took over the service, but it is the same gateway the previous owners had.

 

bj

New Member

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4 Messages

4 years ago

Of note: I am able to get on to change the Wi-Fi settings via the IP address (192.168...). Not sure if that helps anything.

 

Community Support

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232.9K Messages

4 years ago

Thanks for checking that @jonesbj4.

 

It sounds like it may be an issue with the account/app not recognizing the Gateway tied to your account. 

 

At this point, we'd suggest getting in contact with our Digital Assistance Center via chat or phone call. 

 

 

Jeff, AT&T Community Specialist

 

 

1 Message

3 months ago

I am am having the same issue and tried all the steps mentioned above numerous times ATT support team is of no help I even sent emails to the SHM_SUPPORT email address and they didn't even bother to respond. Horrible customer support from AT&T 

ACE - Professor

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5.7K Messages

3 months ago

Open your own thread instead of hijacking something ancient. 

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