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3 Messages

Mon, Oct 12, 2020 1:47 PM

Uverse internet shuts down at 6:30 pm every day.

About 2 weeks ago an At&T work crew was working on the hub for my neighborhood. Then my internet started going out at 6:30pm every day. I changed nothing to my service and it works fine during the day. So whatever was done by the work crew has caused this. I've contacted the help number when my internet was up during the day and when it is down and there is nothing they can do. if it is down, there is no way to get it back up again.

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Brand User
ATTHelp

Community Support

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140.6K Messages

2 months ago

We can help with those connection problems, @lorieh1.

 

This might be related to the work in your neighborhood. However, this is an infrequent issue for other customers, and it’s usually unrelated to work on the network. We do have some questions:

  • When your internet goes out, is it just the Wi-Fi that disconnects? Or are devices connected to your Gateway with an Ethernet cord also disconnected?
    • If this is a Wi-Fi only problem, use this article to check your modem environment. It could be a weak signal throughout the day that finally just gets weak enough around 6:30 each night.
    • You might also use Smart Home Manager and choose the “Scan for Better Wi-Fi” option. You may be using a Wi-Fi signal that has heavy interference, and it finally gives out around 6:30.
  • Does your internet restore automatically? Or do you need to do something like reset your Gateway?
    • If it is automatic, how long does it take?
  • Do other devices connect to the internet around 6:30 PM each night? Phones, laptops, TVs, etc.
    • It’s common for internet speeds to slow down in the evening: that’s when most people come home, stream movies, connect their phones, etc. The more devices you have connected, the slower each device will run. If the internet gets slow enough, some devices will disconnect from the network.
  • Which Internet speed plan do you subscribe to?
  • Lastly, what colors are the lights on your Gateway when your internet drops?

Get back to us when you can, @lorieh1, we’re here to help!

 

Genevieve, AT&T Community Specialist

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*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.

New Member

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3 Messages

2 months ago

There is no internet connectivity to the router after 6:30pm. The service light blinks red. I can plug my computer directly to the router and it says no service detected. I don't know when it comes back up but so far it is up each morning and then goes down again like clockwork.

Brand User
ATTHelp

Community Support

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140.6K Messages

2 months ago

Thanks for providing more info, @lorieh1, that helps us narrow down the issue. If the service light is blinking red, that means your router has lost connection from the network altogether.

 

We’d like you to try two things please, both of them simple:

  1. Go ahead and restart your Gateway It will go offline for a bit, but should be back online within about five minutes. See if the connection still drops at 6:30 tonight.
  2. If it does, then reset your Gateway while the Service light is red. We want to see if the network comes back online after you reset it.

Right now, we’re basically trying to rule out a problem with the Gateway’s software. If your internet does drop again tonight, please let us know if resetting it fixed it temporarily, or if it didn’t help at all.

 

Let us know how it goes, @lorieh1!

 

Genevieve, 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.
my thoughts

Employee

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16.5K Messages

2 months ago

This is likely a noise being generated somewhere that is causing a high number of errors with gateway rebooting or failing to maintain service.

This is often something happening as a dimmer switch or light set on a timer that causes the issue.

 

There have been posts before about this issue, the one I remember was along the lines of vampires come out at night.... ended up being a bad ballast in a street lamp that had the overhead (pole) wiring on it.... once another company changed the ballast the problem went away.

*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.

New Member

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3 Messages

a month ago

This was resolved by the service tech. The technician said there was a corroded wire at the street in front of my home.

(edited)

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