Internet has been down for a week

Let us help you get your Internet back up and running, FianyaJ!

To get started, let us know what kind of tests you performed on your gateway.

If rebooting didn't help, you'll want to try a factory reset. Locate the small red button and pinhole on the lower rear of the gateway and depress for about 15 seconds.

Let us know if your service is restored or if you're still unable to connect.

Aminah, AT&T Community Specialist

We have been having the same problem here in Los Angeles, CA. ATT sent us a new modem (same exact model as years ago) and all the green lights that are supposed to appear are not appearing and we still have zero internet after five days. I can’t even open the Internet page for “advanced device configuration” for the new modem to see what’s active and what’s down. 

We're here to help with your status lights, @CrystalMissesCingular!

You may want to look into what the status lights on your gateway mean, which may help you indicate what is occurring. Simply select the drop down menu, and pick the model of AT&T Gateway you currently own.

Currently, we recommend rebooting your gateway to see if this changes the way the lights are appearing. Often times a simple reboot can fix any issues within your network. We also recommend using the Smart Home Manager to scan your network for any issues and follow recommended solutions.

Since you've been without service for five days, we want to bring you into a Direct Message to find out what's going on with your network and get you back online as soon as possible.

Please keep an eye out for a notification in the upper right corner of the screen. We look forward to speaking with you.

Donovan, AT&T Community Specialist

We have tried rebooting multiple times. The smart home manager often takes longer than the “up to 30 minutes” and then goes to a page that says “something went wrong on our end” … the “ufix.att.com” page also takes significantly longer than the “up to 45 seconds” it warns you about. We feel pretty defeated over here. 

Let's ignore SHM for the time being.

Which AT&T gateway do you have?

You said you had no green lights, but do you have any lights?  If so, describe what you see.

What was the issue that caused AT&T to send the replacement gateway?

Are you able to connect to the gateway via an Ethernet connection or via wifi?

Thank you for letting us know about this, @CrystalMissesCingular.

Were you able to see the Direct Message we sent to you? We hope to hear from you soon!

Donovan, AT&T Community Specialist