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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

New Member

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2 Messages

4 years ago

please help! My internet had poor connectivity yesterday then stopped working entirely. I’ve reset the modem (+ unplugged etc) several times. I noticed the ATT branded box on the wall now has a red Alarm light that wasn’t there before.

There is no light for PON (& I believe that was lit before?). What more can I do (if anything) to fix this?

New Member

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2 Messages

4 years ago

No power on modem. Green light on power cord but no green light on modem. I reset modem. Held it for 30 seconds. Unplugged power cord for 3 minutes. Plugged it back up but no power green light on modem front but power on power cord small box. 

New Member

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2 Messages

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