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Community Support

Community Support

 • 

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 

 

*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

Contributor

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1 Message

4 y 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

4 y 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

4 y 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

4 y 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.

ATTHelp

Community Support

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176.6K Messages

4 y 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

Contributor

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1 Message

4 y ago

My internet very slow since Christmas day and tell now And are use only three phone I’m not have laptop connected to the service

Contributor

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1 Message

4 y ago

Our WiFi went down last umpteenth for the time. The soonest they can get someone to look at it is the following Tuesday. Since our cell phones use an att tower in-house through wifi. We only have our house phone for communication. The problem is and always has been outside. We pay over $300.00 per month for our service and we’ve had enough. We’re looking elsewhere. I’m sure we can get better service for less aggravation. And no we don’t live out in the country. We live in the heavily populated town of Evans, Ga.

Community Support

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2.6K Messages

4 y ago

Hi @CORB5212,

 

I am so sorry about the issues you are having with your service. I will be happy to look into this and do everything I can to help. If you could please provide me a private message and include your name, account number, and a good number to reach you, I will be glad to help.

 

David, AT&T Community Specialist

Contributor

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1 Message

4 y ago

My internet is not working. I noticed like around 12pm.  The service light on my router is not on. 

Contributor

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1 Message

3 y ago

Unable to connect? Message instead "This site is not secure" Your connection is not private" ?

Contributor

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1 Message

3 y ago

The topic is,  well started out as not being able to get wifi on separate devices at the same time.  Which I've yet to see a solution for when all the rebooting wifi modem, checking wires and power supply "solutions " fails to solve the problem of not being able to use wifi on separate devices at the same time.  How is service going out once a day along the same problem? 

Tutor

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9 Messages

3 y ago

Is there a quick fix to the Smart Home Manager APP, not the website. I’ve had home services for 3 months now and I continue to get the “temporary service issue. Error 500” every time I try to login. I am using my @att.net email and my password is correct. I can log into the website on the second try (first gives same error as app, I fresh and try again and it works)   This error seems to be plaguing numerous people and has been for at least 6 months, according to the forums and searches I’ve done. Deleting and reinstalling the app doesn’t work (iPhone), rebooting the gateway doesn’t either. Please provide assistance. 

Tsrt60

Teacher

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23 Messages

2 y ago

I've been seeking both help and solutions for an inordinate  amount of time now. I have several issues that need to be addressed and solutions arrived at if possible. I noticed that you spoke about "modem environment." The technician installed my BGW210-700 so that it is setting next to my television. They literally just about touch. I also can NOT move the gateway to the bookshelf or to the fireplace mantle because the individual that installed the system didn't leave ANY slack in the wires. Any suggestions? Well hang on. I've barely started.

I've also been having issues with my two Airties 4920 extenders. I am of average intelligence but am not familiar with a LOT of this equipment, terminology, etc.. I thought the extenders would establish a mesh network . (pretty sure that what the advertisement states.) But I don't know if they have or how to check if they have. I also am unsure of what exactly a mesh network is. I was under the impression that the internet was supposed to be "lightning fast.and reliable" It's anything but!

The diagnostic tools on the AT&T sites and the apps are just about useless. The virtual assistant darn near got me to start hitting The bottle again, and most of the live techs I've spoken with on live chat aren't very helpful either. In fact some have been quite condescending. 

The home manager shows the extenders connected to the BGW210-700. However it also indicates that no devices connected to the extenders. Even though a wifi device is more than far enoigh away from the bgw-210-700, yet close enough to the extender. It also shows that there aren't any devices that are "mesh clients" under advanced settings on the gateway. I'm really quite frustrated and angered by this entire ordeal! Problems have been going on for almost exatly two months now.

I have been a long time customer of AT&T.  However, this experience  with the fiber optic installation, the lack of support, as well as the lack of performance of the internet has been a bit unravelling to say the least!!! 

Just looking for help and answers, if you would please. In retrospect I really havent found anyone that truly cares in the past two months of dealing with AT&T.  However,  I truly hope this reaching out for assistance will have a different and positive outcome. We shall see in the near future.

Thank you in advance for hopefully listening to my plight. I'm  equally as hopeful of finding answers to my questions and solutions to my problems. 

Respectfully Yours....

Tsrt60

Teacher

 • 

23 Messages

2 y ago

I've been seeking both help and solutions for an inordinate  amount of time now. I have several issues that need to be addressed and solutions arrived at if possible. I noticed that you spoke about "modem environment." The technician installed my BGW210-700 so that it is setting next to my television. They literally just about touch. I also can NOT move the gateway to the bookshelf or to the fireplace mantle because the individual that installed the system didn't leave ANY slack in the wires. Any suggestions? Well hang on. I've barely started.

I've also been having issues with my two Airties 4920 extenders. I am of average intelligence but am not familiar with a LOT of this equipment, terminology, etc.. I thought the extenders would establish a mesh network . (pretty sure that what the advertisement states.) But I don't know if they have or how to check if they have. I also am unsure of what exactly a mesh network is. I was under the impression that the internet was supposed to be "lightning fast.and reliable" It's anything but!

The diagnostic tools on the AT&T sites and the apps are just about useless. The virtual assistant darn near got me to start hitting The bottle again, and most of the live techs I've spoken with on live chat aren't very helpful either. In fact some have been quite condescending. 

The home manager shows the extenders connected to the BGW210-700. However it also indicates that no devices connected to the extenders. Even though a wifi device is more than far enoigh away from the bgw-210-700, yet close enough to the extender. It also shows that there aren't any devices that are "mesh clients" under advanced settings on the gateway. I'm really quite frustrated and angered by this entire ordeal! Problems have been going on for almost exatly two months now.

I have been a long time customer of AT&T.  However, this experience  with the fiber optic installation, the lack of support, as well as the lack of performance of the internet has been a bit unravelling to say the least!!! 

Just looking for help and answers, if you would please. In retrospect I really havent found anyone that truly cares in the past two months of dealing with AT&T. Perhaps you should change the name from AT&T cares to something more appropriate.  However,  I truly hope this reaching out for assistance will have a different and positive outcome. We shall see in the near future.

Thank you in advance for hopefully listening to my plight and I'm  equally as hopeful of finding answers to my questions and solutions to my problems. 

Respectfully Yours....

_xyzzy_

Expert

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15K Messages

2 y ago

@Tsrt60

I also can NOT move the gateway to the bookshelf or to the fireplace mantle because the individual that installed the system didn't leave ANY slack in the wires. Any suggestions? Well hang on. I've barely started.

So replace the cables.  You can by any length cat5e cables.  If you have a green data cable between the street/wall (pate) then get a longer one from this site.  If the wall/street connection is plugged into the OBT port of the gateway then you have a fiber connection and again just get a different length car5e cable to replace it.

 

...or maybe ask att to relocate the wall/street connection (for a charge).

 

I also am unsure of what exactly a mesh network is.

Google search is your friend.  This for example.

 

Won't comment on the rest.Man Wink

 

 

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