P

New Member

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7 Messages

Tuesday, July 27th, 2021 1:42 PM

No service since yesterday on wireless phone network or internet

I have a WiFi "box" for both the wireless phone network (home phones) and internet, but neither has worked since yesterday evening. Fortunately, I have access to a work-related Verizon WiFi and a Tracfone cellphone through another provider; otherwise, I'd really be up the creek. The ATT tower is 1.5 miles away. I have removed the ATT Wifi battery, unplugged the home phones from the WiFi, and turned off and unplugged the WiFI, per ATT suggestions. Still show no bars on service, yet no area outage has been reported. Any recommendations or ideas on why I still don't have internet or wireless phone network (not landline, but wireless home phones) service?

ATTHelp

Community Support

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207.2K Messages

2 years ago

Thanks for reaching out @patchencindy, we'd be happy to help you with configuring your wireless internet and phone connections.

 

To better assist, you please confirm a few details:

  • What's the make and model of your wireless internet and home phone devices, so were able to provide you with device specific instructions?
  • Which current AT&T Data plan are you using with these devices, and have you confirmed that your data is turned on?
  • What's the address and/or zip code of where you're experiencing poor connections, so that we may check for any outages in your area?

Please be advised, for best performance, place the wireless internet device where it faces the least amount of obstructions.

 

Feel free to respond and provide us with these details, so we can assist further.

 

Thank you for your time!

 

Lyn, AT&T Community Specialist

New Member

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7 Messages

2 years ago

Thanks for getting back to me. The home phones are Full Duplex Speakerphone Vtech cordless phones, and we have three in the house. The wireless internet box was provided by ATT when we signed up for the internet service and home phone, which replaced our landline. The only box identification is the SKU #: AT&T 6807B. The box is set up next to a window, and since signing up with ATT 4-5 months ago, we've only had problems with reception a handful of times.

I did connect this morning with an ATT Customer Service rep via my cheapo Tracfone (we live in the country), but unfortunately she gave up calling me back after getting cut off five times. While taking out or putting back in the box's battery, looks like I broke one of the metal tabs off, so I no longer have power backup. I do, however, have an outlet that still works (for now).

One more thing, about the lights on the front of the box: The on-off is solid green, as is the WiFi connection. The info light blinks green, which I understand it's supposed to. There are no signal strength lights, and now there's no green light for the battery. Hope all this helps!

ATTHelp

Community Support

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207.2K Messages

2 years ago

Oh no, @patchencindy!

 

We hate to hear that the device became damaged while you were performing troubleshooting steps. For continued use, make sure to keep the device plugged into a wall socket.

 

If you've owned the device for less than a year it's likely still under manufacturer warranty. For warranty service information, please call ZTE service number (877) 817-1759 (toll-free). The manufacturer’s website, http://www.zteusa.com, is also available for assistance.

 

Additionally, try resolving your experience by relocating the device in an area with maximum wireless signal strength (Green Signal Indicator) and preferably near a window with a clear unobstructed view of the sky... removing any objects that may be obstructing the wireless signal. Make sure all connections are firmly in place.

 

A strong wireless signal (3-5 bars) is recommended for optimal performance. A moderate signal (1-2 bars) may be sufficient. Even if the AT&T Wireless Home Phone signal strength indicator does not display high signal strength (3-5 bars) or performance is unacceptable, relocating the device to another part of the home with a stronger wireless signal may help resolve your experience.

 

Give this a try and let us know how it worked for you!

 

Lar, AT&T Community Specialist

New Member

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7 Messages

2 years ago

The device is less than a year old, thanks. As I said, it is in a window with no obstructions and has almost always gotten good reception. The cell tower is only 1.5 miles away. We have now been without service for two full days.

(edited)

ATTHelp

Community Support

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207.2K Messages

2 years ago

Hello @patchencindy,

 

Thank you for informing us.

 

Would you kindly provide us with the zip code for your area, so that we can investigate this further?

 

We'll be patiently awaiting your response.


Sean, AT&T Community Specialist

New Member

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7 Messages

2 years ago

We finally made connections with an ATT rep and were able to get it working again, thanks.

spoom2

ACE - Master

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17.5K Messages

2 years ago

To help others can you post what the specific problem was?

New Member

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7 Messages

2 years ago

The fix was just a matter of resetting the WiFi device. First I unplugged it and left it unplugged for 2-3 minutes. While it was unplugged, the ATT rep reset something on his end to boost the signal. Next, I plugged it back in, then held in the reset button on the back (not the power button) for 30 seconds while the ATT rep once again tweaked something on his end to further boost the signal. Home phone and internet service came back up immediately after the fix. Hope that helps someone else. They'll still have to contact ATT at 800.331.0500 for assistance, but I only had to wait four minutes for a real person to come on the line. 

spoom2

ACE - Master

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17.5K Messages

2 years ago

Thank you

New Member

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7 Messages

2 years ago

Thanks, spoom2, for making the suggestion to share the remedy. I wouldn't have thought to do that otherwise.

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