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New Member

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3 Messages

Friday, March 20th, 2020 6:33 AM

Internet not working, red service light on wifi gateway.

My internet isn’t working, and my wifi gateway model is Arris NVG599. The “service” light is red, and stays on for 2 seconds and then all lights turn off except for the “power” light, which is solid green. It stays like this for about 17 seconds, then the “Broadband 1” light turns solid green”, and stays this way for about 21 seconds. Then the “Wifi” light turns green (mostly solid except for a few flickers) and it stays this way for about 28 seconds. Then, all lights start flashing red for a second and then the service light turns solid red. Then it repeats the pattern.

Troubleshooting steps I’ve tried:

-Reboot procedure for wifi gateway (unplug power from gateway for 20 seconds).

-Press reset button for 5 seconds.

-Press reset button for 20 seconds (and read afterwards that this performed a factory reset).

-Used ATT’s “Troubleshoot&Recovery” tool.

-Used live chat tool to communicate with automated assistant. (Human personnel unavailable since I tried this after 12amCT).

Narrative: I lost power due to thunderstorm, after which I noticed the internet didn’t recover/come back on. All lights were off on the wifi gateway. I then performed two reboot procedures before any lights came on. Then I tried the other troubleshooting steps I mentioned above, but no luck.

Any help is greatly appreciated, as I need to work from home for job (as I’m sure everyone else does too with Covid-19).

Accepted Solution

Official Solution

davemize

ACE - Professor

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3.7K Messages

3 years ago

Your next step is to contact 800.288.2020 (expect long delays) and have support run line and equipment diagnostics. If the gateway is determined to be faulty, a new one can be sent to you for replacement; if it's an external issue, a tech can be dispatched (also expect long delays).

New Member

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3 Messages

Thank you for guidance on my next step, I’ll give them a call.

ACE - Expert

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24.2K Messages

3 years ago

Years ago, I lost power due to thunderstorms and I like to say "It fried my gateway." So yes, that happens.

As suggested, call the CS number. But I'd bet that you've got a "well done" gateway.

New Member

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3 Messages

Thank you for reinforcing the guidance given by the other user, much appreciated.

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