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Emax's profile

New Member

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3 Messages

Sun, May 23, 2021 6:14 PM

Smart Home Manager limits members from blocking unauthorized devices in the "Previously Connected" section

Hello everyone,

Sad to report that hackers are still able to breach my privacy and hack my three Apple devices (iPhone 7+, MacBook Air, and iPad) accessing the internet. I am well versed on the AT&T's Smart Home Manager app, and believe it's a wonderful tool for the purpose of providing the member of the account control over what devices should or should not be using the wifi that's belongs to a paying member's name. However, for about two weeks now, I am no longer able to block unauthorized devices which somehow are able to piggy back off of my wifi for they are neither my nor my roommate's devices, but others from nearby units who are tech savvy and block me from accessing certain webpages on the internet. Attached is the message I get once I attempt to block an unauthorized device from the "Previously Connected" section.. I believe it is important for for the account owner to not be limited especially when their gateway is hacked. Does anyone have any suggestions for me?? Thank you in advance and wishing you all good health especially today.. I am looking forward to your constructive feedback. Best to All 

ATTHelp

Community Support

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175.7K Messages

6 m ago

Let's get your Smart Home Manager app working properly, @Emax!

 

Have you tried any troubleshooting steps yet?

If not, you'll want to try a few:

 

• Uninstall and reinstall the app.

• Make sure you're logging in with the correct ID

• Remove any 3rd party devices from the network and restart your gateway

• Factory resetting your gateway.

 

Please let us know if this helps!

 

Raiden, AT&T Community Specialist 

 

 

 

New Member

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3 Messages

6 m ago

Hello Raiden, I've changed my wifi name and password using the Router Settings from the Safari browser, and when I select my wifi name from the options of network that's available to join, I do see my newly created wifi name, however upon pasting my password, the "Join" button remains greyed out and unclickable for me to activate my wifi. Also I believe the IP address is no longer there, How can I get assistance on this via telephone call so that I can resolve this sooner? Or do is there a User Manual by AT&T and/or Pace PLC for how newbies to understanding network language to grasp the whole Router Settings that's from the browsers? Thanks so much for your input and looking forward to you soonest reply. I am attaching a screenshot of what I'm referring to. Thanks,

Emax

ATTHelp

Community Support

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175.7K Messages

6 m ago

@Emax

 

We see that you tried changing your Wi-Fi password, but did you try any of the troubleshooting steps that Raiden provided?

 

If not, please do so and let us know if it helped or not.

 

Aminah, AT&T Community Specialist

New Member

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3 Messages

6 m ago

My wifi network issue has been resolved. thank you

ATTHelp

Community Support

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175.7K Messages

6 m ago

@Emax

 

Glad to hear it!

 

If you need help again in the future, we'll be here

 

Thanks for reaching out to the AT&T community forums team.

 

Aminah, AT&T Community Specialist

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