Jbellarmada's profile

New Member

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7 Messages

Monday, October 3rd, 2022 9:54 PM

Whole Fixed Internet-SmartHome

When will ATT get the SmartHome app fixed so it can see my network.  This is nonsense and has been going on for more than a month.  Provide your complete services or start refunding premiums.

ATTHelp

Community Support

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207.1K Messages

4 months ago

We'd be glad to help you fix the Smart Home Manager app, Jbellarmada!

 

Use our Forums solution guide to troubleshoot. We also need to know exactly what's happening with the app, so we can determine the best way to assist you.

 

The more details we have, the better. We'll be awaiting your response.

 

Aminah, AT&T Community Specialist

New Member

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7 Messages

4 months ago

I already spent an afternoon on the phone, being dropped and starting over.   The suggestion was to replace my router and was transferred.  Eventually was sent to the Fixed Internet team to replace my router.  They informed me that there was a bug in the SmartHome app that IT was working on a fix and to be patient.   Also suggested replacing my hardware now was silly since a new fiber Motorola model was to be ready very soon.     Basically my internet works fine but the SmartHome app thinks the wifi gateway is down.   The only way I can see what is happening on my network is to connect to the router admin directly.   Been nearly a month now and SmartHome continues to report "Your Wi-Fi network is offline"

ATTHelp

Community Support

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207.1K Messages

4 months ago

Thanks for the information, Jbellarmada.

 

If our support team has determined that there's a widespread issue with the app, then we'll have to allow them to work on it and find a resolution.

 

If you need assistance with any other aspect of your Internet, just let us know.

 

Thanks for visiting the AT&T Community Forums.

 

Aminah, AT&T Community Specialist

New Member

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7 Messages

4 months ago

I work in IT and we have service level metrics we must meet.   How many days,weeks, months are customers expected to wait?   Again, not getting full service but AT&T is happy to charge full service fees while capabilities are down.

New Member

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7 Messages

4 months ago

Not that hard to explain.  SmartHome app doesn’t work.  I.e.  my internet and WiFi are working fine but the app is not.

New Member

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7 Messages

3 months ago

Not resolved. 

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