Internet connection

What model gateway? What color lights do you see on the front during an outage? Have the outages just started, or has this gone on for a while?

Let’s get your internet working properly, @DarkAlley

We understand how important it is to have consistent internet. Good news, we can help you! There are many items that can affect your internet speeds. When did this start? Did anything change at that time? Are the devices connecting via Wi-Fi, Ethernet or a combination of both? Have you logged into your smart home manager? This allows you to see what devices are connecting, check speeds and your check your gateway speed.

First, we recommend using our troubleshoot and resolve tool. This will run tests on your gateway/lines, walk you through troubleshooting steps and ever schedule a tech if that is needed. Remember to log in with your myAT&T account credential to get your personalized troubleshooting steps and diagnostics.

Let us know if you need any further assistance.

Bonnie, AT&T Community Specialist

I have tried all of the above and still randomly lose internet connection.

We would be happy to help you resolve this internet issue @DarkAlley!

• What are the lights showing on the gateway when the services drop?
• Do you have the issue on more than one device?
• Have you reset the gateway?

As Bonnie had mentioned, we recommend using the Smart Home Manager app because it can do a series of tests, including scheduling a service call if needed to resolve the issue.

You may need to use it while the issue is going on so it can easily detect it.

To clarify, these are some tools to help get the most of your service. We want to ensure you have checked these options out in the app as well:

1.  Speed Test tool - New devices being added to your network could impact the speed of your internet service. Internet speed refers to how fast your internet works, as well as how many devices you can connect at once. Tools > Speed Test > Begin Speed Test
2. You can check what devices you have connected with the option to remove ones that you no longer want connected. Menu > Devices
3. Channel Scan tool - The feature automatically looks for a more optimal channel and makes a channel change with the goal of improving Wi-Fi performance. Tools > Channel Scan > Begin Channel Scan
4. If the issue is happening in some areas of your home, check out the Do I need a WiFi Extender tool: Tools > Do I Need Smart Wi-Fi Extenders? > Continue.

Let us know the results so we can better assist you!

 
Jessika, AT&T Community Specialist

I have NOT checked what lights look like when it goes down but I have reset the gateway several times. All devices lose internet when it goes down. We lose internet randomly almost any time one or two devices are being used. Our devices are: Acer laptop, Amazon Fire, Amazon Echo, Visio smart TV. We almost never use more than two of these at one time.

Hey @DarkAlley,

We are here to help with your Internet connection trouble. We recommend trying the suggestions that Jessika gave in the previous post. Also let us know what the light status of your gateway is. Here is an article on what the Gateway light status means.

Let us know if this helps.

Max, AT&T Community Specialist

6:51 pm 08/16/2020

I will check the lights next time we lose internet and let you know.

Thanks, Bob