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6.7K Messages

Friday, April 7th, 2017 6:58 PM

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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 slow or low speeds
  • Get back in service (loss of internet)
  • Improve poor Wi-Fi performance

Resetting the modem is easy, just press and hold the red reset button for 5 seconds. Not sure where the reset button is, the picture below will help.  Also,  you will find overlooked fixes that can help improve your internet experience 


Modem Reset2.png

Once reset:

  • The lights on the modem will go dim and then blink for a few minutes. 
  • You should 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, there is still more to do! Let's go! 


Things you may have missed

Modem Connection2.png

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 may 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. 

 

Modem Environment

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. 

 

Power

If your modem is not getting the right juice, it can cause drops. Surge protectors, power strips, and UPS devices have been known to cause drops. Plugging the modem directly into a wall outlet can make all the difference.  

 

Wi-Fi

The internet does not work the way you think it does. It is normal for Wi-Fi speeds to drop compared to wired speeds, sometimes by half. If your internet plan is 24mbps, your Wi-Fi may test around 12 Mbps, possibly lower. But guess what, there are things you can do to improve your Wi-Fi speeds like improving the modem environment or changing the Wi-Fi channel: 

  • You can use Smart Home Manager to easily scan for the best Wi-Fi Channel.
  • If you are like me and want to test each channel, you'll find the following helpful

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. Don't wait on hold!

 

ChrisZ, AT&T Community Specialist 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

2 Attachments

Community Support

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2.7K Messages

7 years ago

Hi @Eric.Holloway,

 

Sorry to read of the trouble you are having with your Wi-Fi. I moved your post to our Internet Quick Fixes article. It has some troubleshooting steps that may help and information on how to download our myATT app to troubleshoot further.

 

ChrisZ, AT&T Community Specialist 

Contributor

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2 Messages

7 years ago

I havealready did all of the trouble shooting steps still no connection. 

Contributor

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1 Message

7 years ago

My Wi-Fi stopped working.  The light isn't lit on the modem and my devises can't find the network.

Community Support

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2.7K Messages

7 years ago

Hi @Eric.Holloway,

 

There could be an outage or the modem could be the issue. I recommend downloading our myATT app to check for an outage, just text the word myATT to 556699 from any device and get a link to download the app. You can also use to schedule a tech. 

 

ChrisZ, AT&T Community Specialist 

Community Support

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2.7K Messages

7 years ago

Hi @jcrumpa,

 

Try resetting the modem, this may resolve the trouble you are having. The thread we moved your post has information on how to address and how to troubleshooting this further. 

 

ChrisZ, AT&T Community Specialist 

Contributor

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1 Message

6 years ago

why the hecki m not getting the required speed for paying 25mbps, i m only getting 1mbps speed

Contributor

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1 Message

6 years ago

I can't get uverse video but I do have Directv and at&t internet. I live in White Bluff, Tn. When are going to give us faster better internet service. The service currently stinks to the point were we don't even use the Wi-Fi on our phones, have to reset my modem all time and anything on demand either buffers while we are watching it or we get a message saying it can't stream. I just want better more reliable internet.

Contributor

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1 Message

6 years ago

Our internet plan is 500M500M but, according speed text, totally won't be able to satisfy the speed. Download is less than 50M and Upload could not measure it. Please tell me what gonna happened

Contributor

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1 Message

6 years ago

I have had at&t for years and in the last two years my connection is terrible not even close to what I'm paying for I've called your service like 3 times and they acted like it is normal, then they hung up on me. If my internet plan says I get 50 mb per second that's what I should see when I test connection not less than 1/5 of it. I can't even watch Netflix or hulu since Christmas and every time I test the connection it gets slower. I just want what I'm paying for.

Community Support

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232.2K Messages

6 years ago

Hello @lalitgrover123!


Experiencing slower internet speeds than what you are expecting is definitely inconvenient. I am happy to help!


Our Troubleshoot & Resolve Tool is a great resource we have which was designed to walk you through step by step instructions with issues you may encounter. Using this tool, you can also setup and repair email, change your Wi-Fi password and much more! Please login for a more personal experience.


If you need additional assistance, please send us a private message to @ATTCares with your full name and account details, and I’ll be glad to take a look deeper into this.


Thank you for reaching out to us on the Community Forums! Have a great day!


Jenn, AT&T Community Specialist

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