11 Messages
Gateway reboot loop
I am on my second gateway, it took me an entire week to get the first one replaced because it was dropping wifi randomly as well as throwing an e013 error periodically.
I got the replacement today, which is good because the second the replacement got here, the old gateway got cut off.
Put in the new gateway and it came right up and worked awesome for about 7 hours at which point the internet started going out for wired and wireless devices.
I still had access by my cell phone, so I used the app to restart the router.
Now it will give me a solid white light when it starts up, then AT&T will flash on the display, then a blinking white light. The light will go solid, and the process starts over.
I tried to reset it to default, but I don't think it boots far enough to get the reset request.
I have to say, I have seen product launches and have set up literally hundreds of internet connections. This process has been the worst I have ever seen.
I don't know who was in charge of testing the deployment process or the equipment, but they and whoever approved the full launch of this product need to be fired.
Not only is there a lack of information available for self help or even troubleshooting the equipment, but when you call in to support you can see that their knowledge or access to a knowledge base is nonexistent. I even had one rep tell me my issue was that I had too many devices on the network, mind you everything worked fine with the fixed wireless internet.
Let's not even talk about the web page for support that has 24/7 splashed all over only to call in and find that it is actually only 12 hours 6 days a week.
I have a feeling I'm going to have to get another gateway which will put me 12-13 days into trying to get this service to work in even a halfway reliable manner.
2hawks
11 Messages
3 months ago
This was on the support page for hours:
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ATTHelp
Community Support
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225.7K Messages
3 months ago
We hear you, and happy to assist you with this @2hawks!
We recommend you try optimizing your Wi-Fi Internet. Please visit our website for more information:
You can also try resetting your gateway and check. Please visit our website about Reset your Wi-Fi gateway to original settings.
Learn what your BGW320 Wi-Fi gateway lights mean.
Our tech support is available now and, you can reach them at 800.288.2020, They are available Every day, between 4 am to 1 am CT.
Let us know if this helps.
Nate, AT&T Community Forum Specialist
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2hawks
11 Messages
3 months ago
I would LOVE to optimize the router, or reset to default if it would ever boot up. I am also not using a 320, I belie the All-Fi Hub is a 450.
This second gateway never came up from a reboot, if you actually read my post, you will see the sequence of what it stuck in.
It does not boot up far enough to allow for a reset to default.
I also tried calling support, and apparently Internet Air support does not work today per their message when I call, and a regular internet tech who tried to raise the Internet Air support for me.
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ATTHelp
Community Support
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225.7K Messages
3 months ago
Hey @2hawks. Thanks for reaching out, we understand, and we'll be happy to assist.
We recommend that, you try these troubleshooting steps.
You can fix many common internet issues by restarting your modem, Wi-Fi gateway or All-Fi Hub. Here’s how:
The status lights on your device give you valuable info about your internet status. You can refer this article for better understanding Learn what your All-Fi Hub lights mean.
Hope this helps.
For further assistance feel free to contact us!
Mary, AT&T Community Forums Specialist.
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2hawks
11 Messages
3 months ago
Yes, the first thing I did when I lost internet was reboot it from the app. After it tried to reboot several times and failed, I pulled the power for 20 minutes.
Original post details the light sequence I get.
"Now it will give me a solid white light when it starts up, then AT&T will flash on the display, then a blinking white light. The light will go solid, and the process starts over."
The issue is that it never completes a boot cycle.
I even tried pressing the reset button when I powered it on. Tried holding the reset while it was booting.
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ATTHelp
Community Support
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225.7K Messages
3 months ago
Hey again 2hawks,
Let's get this sorted out as soon as possible.
Considering that you've tried all basic troubleshooting steps and nothing is working on the All-Fi router, we suggest visiting this page that has all information needed with regards to the specific router - Troubleshoot your internet. This site has information that will help you understand what the different router lights mean, as well as an option to login to your gateway and check for any internet issues.
Let us know how it goes.
Thank you,
JamesR, AT&T Community Forums Specialist
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2hawks
11 Messages
3 months ago
OK, you guys keep throwing the same thing at me, just different ways.
Yes, I have tried all of the different ways of rebooting the router.
Yes, I checked for outages, but the router never finishes a boot cycle, so that seems immaterial.
I think resolving browsing issues is immaterial since the router never finishes a boot cycle.
Yes, I see the lights and looked them up. They mean the router is attempting to boot up.
I don't think connecting other devices to it is really as important as getting it to boot at the moment.
As for other services, I think we can tackle that one when the gateway boots up.
How do I know the gateway is stuck booting up?
1) the cycle of the display and lights is the same and repeats approximately every minute. I never see anything else come up on the display except the AT&T logo, and have not seen the time come up since before the loop started.
2) At no time can I reach the router via browser on a PC, or the app on my phone.
TBH, I have had 3 posts that have either had the same information. I think that that in and of itself showcases why people are frustrated with AT&T support.
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ATTHelp
Community Support
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225.7K Messages
3 months ago
@2hawks,
To help you better, we'll need to move this conversation over to a DM. Please look out for a chat notification towards the top right corner of your page, next to the bell icon.
Thank you,
JamesR, AT&T Community Forums Specialist
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2hawks
11 Messages
3 months ago
Well, unlike yesterday with the 24/7 support, today support seems to be open. Yesterday I kept getting a message that the office was closed.
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2hawks
11 Messages
3 months ago
Update: Tech had me try multiple ways to boot the router in an attempt to get it to reset to factory defaults. None worked.
Tech said that he would attempt to re-register the router and I should give it 48 hours.
that would be 12 days into my original 7 day trial and another 5 into my extended 7 day trial. If I get a new router sent, that will likely blow the 14 days worth of trial I have been given.
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