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verytiredretail3's profile

3 Messages

Sunday, August 13th, 2023 10:56 PM

Connection Issues; New DSL Modem

A few days ago, our DSL modem of 15 years died from a lightning strike. ATT was quick to bring in replacement and when we can get a device to connect, the internet is much faster and more stable than it had been in years, however we have problems keeping devices consistently connected. For example, my personal pc has will connect and be fine for a few hours, then  disconnect and will not reconnect unless the pc is rebooted. My sister’s game console connected, then disconnected when she turned if off for the evening, and now will not reconnect because the “security is incompatible”. I have done the ‘turn off your modem wait 30 seconds turn back on’ and it does help temporarily. I don’t know much about changing internal settings for the wireless router but have seen that suggested. Since the issue is with multiple devices of different types I feel like it has to be an issue with the modem. Any suggestions or advice is welcome.

Accepted Solution

9 months ago

Thank you for the advice, but that by itself didn't help. I called the tech support number and a technician assisted me with several trouble shooting steps that have resovled the issue.

10 months ago

Hey, Thoughts, thanks for the information but the distance isn't the issue as I’ve been standing right next to the router and the laptop or console will detect the signal but will not reconnect and sometimes give me a ‘wrong security key’ error even when the password is correct.

Community Support


232.3K Messages

10 months ago

Hi there, verytiredretail3.  We understand that your devices are able to stay connected on the Wi-Fi. We can look at that together. 


Here are a few things that you can do to resolve the concern. Please follow the tips and tricks we are going to provide: Please do this with a laptop plugged in via Ethernet.

  1. Go to
  2. Click on the WiFi subtab. 
  3. You can try changing the WiFi password there to something that better. Do this for for the 2.4G and 5G Wi-Fi networks. (Don't forget save the changes.)
  4. After that's done. Trying with one device, shut the device down. Wait 30 seconds and turn it back on. Let the device scan for the wireless networks in range. 
  5. Depending on the device type, choose the either the 2.4 or 5G wireless networks. 
  6. Enter in the new password let it connect. 

If you have any problems, please let us know. 


Matthew, AT&T Community Specialist





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