Internet Down & Keeps Dropping - Solutions & Tips from the AT&T Community
Learn how to get your internet back up and running
Therefore something is wrong and you need to get it fixed! Luckily getting your internet back up can be easy and simple as resetting the modem. By doing this you can:
- Improve low speeds
- Get back in service (loss of internet)
- Improve poor Wi-Fi performance
Resetting the modem is easy. Below you will find a quick how-to guide. Along with that, you will find overlooked fixes that can help improve your internet experience
The Quick Fix - Reset the modem
Located on the back on the modem is a red reset button. Press and hold the button for 10 seconds.
- The lights on the modem will go dim and then blink for a few minutes.
- You will see a solid green connection light.
Heads Up: You can also unplug the modem to reset it.
If a reset did not work and your modem continues to blink red, we have more solutions below.
Things you may have missed
Check the modem connections
Sometimes the connection from the wall to the gateway may disconnect. Make sure all connections are securely plugged into the modem and wall outlets. Also, connections must be in the right spot, the inbound connection, where the signal comes into the house, must be plugged into the green port.
Damage Cables/ Ports
Some customers do not use Wi-Fi and prefer a wired connection. If you are not able to surf, there is a chance the cables may be damaged. This can happen if they are stepped on or bent at 90-degree angles. Simply replacing the cable and resolve this in most instances. Also, a damaged port can also be a culprit. Testing the ports/ trying a new one may get your device back online. Last, there is a chance the modem itself is faulty and why your wired connections are not working.
For the best internet experience, the modem should be at least 3-4 feet away from electronics. Electronics, like speakers, can emit interference that can slow down speeds and decrease Wi-Fi range. They can even cause service drops. Learn what you can do to improve the modem environment to get the most out of your service.
If your modem is not getting the right juice, it can cause drops. Surge protectors, power strip, and UPS devices have been known to cause drops. Plugging the modem directly into a wall outlet can make all the difference.
The internet does not work the way you think it does. Did you know what Wi-Fi speeds can drop in half? If your internet plan is 24mbps, your Wi-Fi may test around 12 mbps, possibly lower. This is normal but there are MANY things you can do to improve your Wi-Fi speeds like improving the modem environment, as mention above or changing the Wi-Fi channel:
- If you have a 2WIRE/ Pace Modem, click here to learn how to update the channel.
- If you have a Motorola, click here to learn how to update the channel.
Heads Up: You may need to test a few channels to determine the best for your connection. Also, test your wired speed with one device. If your speed is matching or near your plan, this means the inbound signal is good.
Troubleshoot with An App!
If the above does not help, it is OK, there is an app for that. Just text the word myATT to 556699 to download the app. I used it myself when my service went down and had a tech appointment scheduled within 5 minutes.
ChrisZ, AT&T Community Specialist