MELROSE2's profile
MELROSE2
20th Community Anniversary
#1 Star!
The 5th element!

Tutor

 • 

17 Messages

Wednesday, October 27th, 2021 12:36 AM

Having Internet problems: Will replacing the modem ARRIS NVG510 resolve the problem?

I had a couple of problems with internet access in the past month. I don't know if my 8 year old modem ARRIS NVG510 is the problem or not. What would be a replacement model? I have Internet Basic 6 service.

Thanks.

Accepted Solution

Official Solution

my thoughts

Employee

 • 

20.1K Messages

1 year ago

Currently paying a monthly fee for the equipment?

Replacing (upgrading) the unit will result in a monthly equipment fee of $7 (grandfathered) or $10 (current). If your already paying this your billing should not change, if not then expect an increase in billing.

The three most likely replacements would be 5268, 599, 210. All other dual band 2.4Ghz b/g/n wireless and 5Ghz n/ac wireless. This will be an upgrade from the 2.4Ghz only wireless of the 510 although likely not noticeable on internet 6 service.

MELROSE2

Tutor

 • 

17 Messages

1 year ago

Thank you for that response. I am not renting the modem, I  bought it  in 2013.

I did look at my original paperwork that shows this as Uverse. Will AT&T sell above mentioned models?

(edited)

my thoughts

Employee

 • 

20.1K Messages

1 year ago

No, ATT quit selling gateways in January 2015. All units all now company property.

Replacing the unit with anything from eBay, Craigslist, given to you, or from ATT will incur the fee.

If ATT activates the unit for your account, will have the charge.

The only options not to have the charge is keeping using the unit with serial number on account. Another 510 with different serial number will start the fee.

Or cancel service.

ATTHelp

Community Support

 • 

210.4K Messages

1 year ago

Let us help you improve your Internet quality, @MELROSE2! And thank you, @my thoughts, for your input!

 

Upgrading your gateway and even your speed tier can certainly improve service performance.

 

Before we go that route, let us know exactly what's going on with your Internet so we can find the best solution for you.

 

We'll be awaiting your response!

 

Aminah, AT&T Community Specialist

MELROSE2

Tutor

 • 

17 Messages

1 year ago

Dear Aminah,

I appreciate your feedback. I concluded that the problem was not with my modem, but must have been caused by the historic storm on Monday. My landline and internet were  down for 24 hours . That  has just never happened before.

I was very surprised to read from "mythoughts" that the option to buy a modem was no longer offered.

ATTHelp

Community Support

 • 

210.4K Messages

1 year ago

Hi, MELROSE2.

 

Is your internet back up and running after the storm?

 

Are you still having those speed concerns?

 

Let us know more information, and if you want to go ahead with the gateway swap. We are here to help.

 

Marc, AT&T Community Specialist

MELROSE2

Tutor

 • 

17 Messages

1 year ago

Both landline and internet are working fine again. Thanks for the feedback.

ATTHelp

Community Support

 • 

210.4K Messages

1 year ago

Thanks for the update, @MELROSE2!

 

We're glad to hear that everything is back up and running. Don't hesitate to reach back out to us if you ever need our assistance again. 

 

Thank you for choosing AT&T Community Specialist!

 

CalebP, AT&T Community Specialist 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.