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Dlenahan's profile

New Member

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7 Messages

Thu, Aug 18, 2022 1:08 PM

Gateway all green, still no connection

All the lights are solid green, none flashing on the gateway.

have unplugged twice, about 5 minutes each time with no power and no network cables inserted.

just goes back to all solid green lights.

thanks

ATTHelp

Community Support

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204.2K Messages

4 months ago

Hi there, @Dlenahan. We understand that you are having an internet connection concern. We can help you with that. 

 

Thank you for trying the soft reset of the router. That is always the first step in order to get the router back online, but it looks like that did not work, so we will move forward. 

 

The next step is to have you factory reset the gateway. Using the steps located in the aforementioned article, it will attempt to unfreeze the router. There is one correction on that article that we would like to make. Instead of holding the red reset button on the back for 10 seconds, please hold the reset button for 15 seconds. Just an fyi, factory resetting the router will reset the router back to default, which will clear any custom settings.

 

After the router reboots, and power cycles, try the connection again. 

 

Now if that doesn't work, then you may need a new gateway or a tech to come visit you. If it comes to that, then please reach back out here, and we can also assist with that. 

 

Please update us either way. 

 

MatthewD, AT&T Community Specialist

Contributor

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3 Messages

4 months ago

After just leaving alone, the Ethernet light started flashing (that was a good sign)

that was the desktop pc.

all before that, I renamed the ssid as I didn’t want anything trying to connect besides the pc, 2 iPads and 2 iPhones. So there was only 1 lan cable connected and the 4 apple devices I turned off the wireless so they wouldn’t try to connect.

so, back to my testing, checked speed testing and everything was looking as good as always. Jumped on YouTube to put as much data as I can to see how things panned out… everything was looking fine. Closed out YouTube, rebooted the PC and started reading emails and the gateway looked like it dropped the connection which it did, Ethernet light went solid green. Figured I’d reboot again and see what would happen. All lights still green solid.

broke out an old laptop that just sits around. Shut down the pc, fired the lap up, configure for the network and connected via Ethernet and nothing changed on the att gateway…. Figuring I’d start the PC back up, as it was booting the Ethernet starting flashing, opened a browser on the laptop and surfed and all looked good again. The pc was fully up and open a browser and YouTube working fine…. I on desktop, wife on laptop for about 1 hour and dropped again.

shut down both the pc and laptop. Jumped back on the att gateway and enabled the wireless, Configure the  iPads and while I was doing that, light flashing again, wife said she is working on fakebook and I brought up YouTube on mine. Wasn’t 5 minutes later, light went solid on wireless oh, by the way, all the other lights were normal, was only either the wireless or Ethernet that went solid.

we were on about 20 minutes maybe and all lights went solid. Turned off the iPads and pc’s…..  pulled power off on att gateway, powered back up and solid lights. Fired up an iPad….. nothing no connection and that when I called att support, told him what I did and very first thing he wanted me to do was to pull the power and let him know what lights there was…. As that was happening I booted the pc up so I could log on the gateway and let him know I was logged into the gateway. Let him know all lights are solid on gateway, even the Ethernet connection, he hesitated and says ah-ha, he ten said can you reboot, I said reboot through the gateway or power off, had reboot. Came back up, lights solid.

I asked him if looking at the logs can he see anything strange, would not answer the question. Okay he says let’s try power off and try one more time. Did what he wanted and there was no change. He said I will be on the phone and if I needed him, just say his name but was going to try something on his side.

he came back after about 3-4 minutes and as he was gone I noticed the gateway was rebooted.

the Ethernet light was flashing and he came back and asked if I can get on the internet, I said I was. He said can you connect your 2 iPads and 2 iPhones and see if I can get to the internet. Did what he wanted and let him know the devices are able to get on the internet, he said great and he guarantees I won’t have any more problems because he fixed the issue.

I asked please let me know so if this happens again I can tell the technician what you did to get it working. He don’t worry about that you’re working, asked again, he said that what he did fixed it and not to worry. I asked a 3rd time and finally said he rebooted the gateway, I asked was there anything else? No, but not to worry, it’s fixed for good.

well, since then the connection dropped at least 2 times that I know… could be more but I’m not on the internet all the time as there is a family issue and I’m more on the phone or traveling from her to there.

so, for right now, have to put on the back burner for now.

when I can give if my full attention will try a factor reset as the custom I have is forward of a couple ports which I can configure in my sleep…heh

thanks

(Edited per community guidelines)

(edited)

New Member

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7 Messages

4 months ago

Shaganasty is Dlenahan, wanted to let you know

(Edited per community guidelines)

(edited)

ATTHelp

Community Support

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204.2K Messages

4 months ago

We're here to help with your landline, @Dlenahan.


We will need to bring you into a DM to further assist you with your Internet.


Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).


We look forward to speaking with you.

Elmi, AT&T Community Specialist

ATTHelp

Community Support

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204.2K Messages

4 months ago

Hi there, @shaganasty and @Dlenahan. Thank you for letting us know that you are the same forums user. We do appreciate it.

 

After you, factory reset the gateway and  re-setup the port forwarding, please let us know if that stabilizes the internet for you. 

 

As far the Ethernet light is concerned, that light is the connection light between the gateway and the PC. If that goes from blinking to solid, that means that cord may not be sitting properly in the port. Unplug it and make sure that Ethernet cord clip is not bent or broken. Then switch ends. What you are doing is called "Air Gapping", the cord and port. 

 

Try this also to see if that clears the dropping Ethernet connection. 

 

We are always here to help, so reach back out when you can. 

 

MatthewD, AT&T Community Specialist

New Member

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7 Messages

3 months ago

We’ve had some family emergency so I’m not able to spend a lot of time on testing.

I did the factory reset last Tuesday 8-23-22 and it seemed to work until I was remote again and tried to view my security cameras, the connection was loss.

I was able to confirm it was the internet connection as I also have battery operated cameras with memory card, so I could check that compared to same location/time of IP cameras.

with us having to leave all the time, and the time we spend at home, the connection has dropped many times today as well.

I believe I will have all day Saturday to do further testing…. But right now, I think there is something wrong with the gateway…. But having Saturday I will double check wiring straight back to dmark and again nothing connected but 1 Ethernet connection and try both with wireless disable and enabled.

if you have other ideas, I’m all ears.

thanks

(Edited per community guidelines)

(edited)

New Member

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7 Messages

3 months ago

Oh, follow up, in my previous testing, I’ve changed out lan cables with brand new ones… even took the switch out of the picture. I make as vanilla as I can with just the gateway and pc and even another pc just in case there’s an issue with a test pc.

ATTHelp

Community Support

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204.2K Messages

3 months ago

How did your testing go, Dlenahan?

 

Let us know if you were able to improve the connection, or if you need further assistance.

 

Aminah, AT&T Community Specialist

New Member

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7 Messages

3 months ago

I’ve completed my testing and still all lights are solid green when we can’t access the internet.

We did notice that if we just give some time, maybe 2 minutes, maybe 10 minutes or more it comes back up and works, but at the same time, may be up for a minute and go back down.

what else would you like for me to test? Or are we at the bottom and there is something wrong with the gateway.

thanks

ATTHelp

Community Support

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204.2K Messages

3 months ago

At this point, we think it would be best to have a technician come out to figure out what's causing this, Dlenahan.

 

We'll be sending you a Direct Message to get started. Look for the chat icon next to the bell icon in the upper right corner of the Forums page.

 

Aminah, AT&T Community Specialist

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