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2 Messages

Tue, Oct 20, 2020 1:33 AM

WIFI Disconnects

I have an Arris NVG589 router/modem , my iPad continually disconnects. Is there anything I can do to update the router to help this?

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Brand User
ATTHelp

Community Support

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140.3K Messages

a month ago

Let's work on your connection, @Spartanmlk!

 

We would want to start by making sure your iPad has the most updated software. If it does, let's reboot both the iPad and the router. 

 

If you're still having issues after those steps, let's get a little more info to allow us to be of more help... 

  • Is the iPad the only device with connection issues? 
  • Is the iPad used in a specific part of the house or does it drop in a specific part of the house? 
  • Does it reconnect automatically or do you have to manually reconnect?
  • How often does it disconnect? 
  • If happening on multiple devices or this is the only device, what are the router lights doing? 

We look forward to getting this resolved for you! 

 

Raychel, 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.
teetertotter

ACE - Teacher

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564 Messages

a month ago

It might be advisable to have the router out in a clear open space/setting and the higher up in the air, the better.  

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New Member

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2 Messages

a month ago

Thanks for the response. The iPad is the only device I use with the Wi-Fi.  The device will disconnect anywhere in the house but I generally use it within 15 feet of the router and in direct line of sight. Most of the time I have to manually reconnect. I can go days without it disconnecting then it continually disconnect numerous times per hour for days at a time. It just disconnected, the 2nd and 3rd lights are blinking. By “the most updated software “, what are you referring to? Thanks again for the help!!

Brand User
ATTHelp

Community Support

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140.3K Messages

a month ago

Thanks for the additional info, @Spartanmlk!

You can check your iPad software by going to Settings > General > Software Update. The screen shows the currently installed version of iPadOS and whether an update is available.

 

If that is up to date, let's make sure we have reset both the iPad and the router

 

Those lights can be a few different colors and each color has its own meaning. You can check that on the router info page. 

 

If the issue continues we would recommend using our Smart home manager app to be able to see network details and this app can also test your network for dead zones and problem areas. 

 

From there, we would recommend utilizing our Troubleshoot and Resolve Tool. It sounds like a router replacement or service call is needed, both can be set up with this tool after running through some checks with you. 

 

Let us know if you have trouble with any of these steps or have any other questions! 

 

Raychel, 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.

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