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J

New Member

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3 Messages

Fri, Jun 26, 2020 4:41 AM

Arris NVG599 drops internet several times a day, every day

I am using Arris NVG599 router which ATT provided. I've already replaced this router once through ATT because of this same issue.

 

Every day my internet randomly drops. The Broadband lights blink red a few times, I'll lose the internet connection, and if I am browsing the web my browser window opens up a page to "http://www.msftconnecttest.com/redirect" and I'll get an error message in my browser that my connection is not private. On my work laptop running Outlook I get an error that the certificate isn't validated correctly and my VPN gives a message about a "Captive Portal" being detected.

 

The internet drops out for all devices. Even my phone won't load anything if I'm connected to Wifi when this happens and my desktop computer is plugged into the Arris router with an ethernet cable directly. If I am quick enough to disconnect the mobile phone from Wifi and open the Smart Home Manager app, it too confirms no connection.

 

This happens several times a day where it is just annoying enough to affect my day negatively, especially since it is guaranteed that it will drop during an important business conference call now that we are in lockdown and I am working from home. But a majority of the time it does work. This just isn't normal to have a disconnection EVERY day, not to mention several times a day. After about 2 minutes the internet will reconnect and may stay on for several hours... or only 10 minutes and do it again. I've contacted the help desk at ATT and had a service technician come out but no one has fixed this issue. This is going on over a year this problem has existed.

 

My internet package is the 50 Meg down Uverse DSL since fiber is not available in my area yet.

Responses

Brand User
ATTHelp

Community Support

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128.4K Messages

2 months ago

Good Morning @jasonreed6963,

 

We do understand intermittent internet can cause intermittent frustration and we want to help you out!

 

  1. Is the NVG599 plugged directly into a wall outlet or is it in a power strip, surge protector or battery backup?
  2. When the broadband light goes red, do you notice anything powering on in the house like an air conditioner, appliances, or electronics even a treadmill can cause issues occasionally? Here is an article from att.com about it.
  3. Have you used the Troubleshoot and Resolve tool when the broadband light is red? Here is a link to that tool and it can test the line, the modem, and assist with scheduling a replacement or a tech dispatch.

Please let us know if this helps,

 

RoyN, AT&T Community Specialist

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New Member

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3 Messages

Nothing obviously switching on in the house that would cause EMI issue. I've run microwaves and blenders without issue and nothing switches on when the internet drops out.

 

Router plugged directly into the wall outlet.

 

I don't think I've used the tool you linked but I'll keep it bookmarked for the next time it happens.

JefferMC

ACE - Expert

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17.6K Messages

The problem with trying to use that tool link in the middle of an issue is that you can't get to it when your Internet is down.  It may see errors right after your Internet comes back up.  Another idea is to download the Smartphone app that contains it and then you can run it while your Internet is on the fritz (as long as you have a Mobile connection).  It used to be its own app, but I think now it's in the myATT app.

 

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New Member

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3 Messages

Is that a different tool than in the Smart Home Manager app? I have run the smart home manager app when the internet goes down but it just tells me the internet is out. Would be great if there was one and only one ATT Uverse app that did all this stuff...

Brand User
ATTHelp

Community Support

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128.4K Messages

Good Morning @jasonreed6963,

 

@JefferMC is correct and I should have thought about that. You can use it on your smartphone by texting myATT to 8758 to download it. It is different from the Smart Home Manager and is part of the myATT app, listed at the bottom as the Troubleshoot and Resolve.

 

Please let us know if that app helps.

 

Thank you,

RoyN, AT&T Community Specialist

 

 

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