nccatlvr's profile

New Member


1 Message

Fri, Aug 12, 2022 4:43 PM

new extender

I got all the way through the set up process at my gateway then when trying to place my extender, all I get during the "scan" process on my phone using the app is "we're having trouble scanning> Make sure you're on your WiFi network". I'm on my network, I've checked multiple times. Even when my phone is right next to the gateway, I get the same error message. I've tried multiple times.

Accepted Solution

Official Solution


Community Support


200.1K Messages

2 m مضت

Hey there nccatlvr, we'd be happy to help you set up your Wi-Fi Extender.


Restart the gateway to refresh the connection between it and the Extender. Just unplug the power connection behind the gateway for about 15 seconds, then plug it back in and wait for the Broadband light to turn green. Be sure to check all cables and cords to ensure they're connected properly and securely.


We also suggest using the web version of the Smart Home Manager to rule out the possibility that there's a problem with the app.


Let us know if you still need help getting the Extender to connect!


Aminah, AT&T Community Specialist

Need help?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.