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ATTU-verseCare

Community Support

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6.7K Messages

Fri, Apr 7, 2017 6:58 PM

Internet Quick Fixes - AT&T Internet Troubleshooting

Fixing it is easy and as 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 simple. Below you will find a quick how-to guide. Along with that, you will find overlooked fixes that can help restore your internet service. 


Modem Reset2.png

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

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. 

 

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 strip, 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. 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 schedule within 5 minutes

 

ChrisZ, AT&T Community Specialist 

 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*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.

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Community Support

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6.7K Messages

3 years ago

Is your internet acting? Check out the above article to learn how quickly resolve your service trouble. 

 

-ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*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.

Contributor

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2 Messages

3 years ago

We have several devices and only 1 can connect.  We get the "Incorrect Password" message.   The wifi worked very well up until yesterday.   The router is working fine with the ethernet connected network.  I did go in and check the settings on the router, I even "forgot" the wifi on the phones and then tried reconnecting but to no avail.  

Contributor

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1 Message

3 years ago

Home wifi dead slow right from the first day.

Contributor

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1 Message

3 years ago

I disabled a phone that was connected to my Wi-Fi network and now I can't connect my laptops or tablets. Does anyone know how to fix this problem. 

Contributor

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1 Message

3 years ago

I have AT&T internet with direct tv. I lose internet connection every night at random times. Each time I am able to restore connection by power cycle the modem. Any ideas?

Community Support

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2.4K Messages

3 years ago

Hi @penny1118,

 

I moved your post to this thread. It has some common fixes that have resolved most service issues. I recommend resetting your modem and your devices network settings. This should get you back you back up and running. If it does not, text myATT to 556699. You will get a download for our troubleshooting app that will allow you to resolve this issue. 

 

ChrisZ, AT&T Community Specialist 

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*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.

Community Support

 • 

2.4K Messages

3 years ago

Hi @Ineedinternet1,

 

Sorry to read of the resets, this can be a pain when you are online or streaming a movie. In the past, resets were caused by some type of power issue. I moved your post into our troubleshooting thread. It has some information that should help you resolve this once and for all. If it does not, download our myATT troubleshooting app by texting myATT to 556699. It is a great app and will allow you to resolve this issue and more in the palm of your hand. 

 

ChrisZ, AT&T Community Specialist 

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*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.
Brand User
ATTHelp

Community Support

 • 

127.2K Messages

3 years ago

Sorry to hear of the trouble you are having with intermittent services. We will be glad to help. To assist further, we need to gather more information. Click here to send us a private message, please include your account number and the phone number that is on the account.

-BrandonP, AT&T Community Specialist

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

*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.

Contributor

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2 Messages

3 years ago

Please tell me how to unlock my Chrome and my internet explorer they both have a green locked padlock on them

Contributor

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2 Messages

3 years ago

Having an issue with no Wi-Fi connection with fiber

Community Support

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2.4K Messages

3 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 

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*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.

Contributor

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2 Messages

3 years ago

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

Contributor

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1 Message

3 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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2.4K Messages

3 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 

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*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.

Community Support

 • 

2.4K Messages

3 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 

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*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.

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