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bkwildrick's profile

New Member

 • 

3 Messages

Tue, Aug 16, 2022 2:44 AM

Intermittent Disconnects

Using my connection for both work and home use on separate computers, both on wifi and wired connections, my wife and I have been noticing blips in connectivity.  They happen noticeably maybe 20-30 times in a day, and they'll be just long enough to disrupt Zoom meetings, RDP connections and online gaming.  Nothing comes up on the automated troubleshooting, and I can't seem to find an email address for support.

ATTHelp

Community Support

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200.4K Messages

2 m مضت

Let's help with your internet connection, @bkwildrick!

 

We suggest restarting your gateway, as this can help correct anything that may be affecting your connectivity throughout the day. To perform the restart manually, follow these steps:

  1. Unplug the power cord from the back of your gateway or modem. If you have: 
    • An internal battery backup, remove it
    • DSL, unplug the phone cord from your modem or gateway
  2. Wait 20 seconds.
  3. Put the internal battery back in if you have one. 
  4. Plug the power cord back in. If you have DSL service, reconnect the phone cord.
  5. Wait up to 10 minutes for the gateway or modem to restart and your Broadband light to turn solid green.

Let us know if this helps! 

 

Lacey, AT&T Community Specialist 

New Member

 • 

3 Messages

2 m مضت

Already did that twice, though I didn't note it in the original post.  It does not appear to have helped.

ATTHelp

Community Support

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200.4K Messages

2 m مضت

Thanks for letting us know, @bkwildrick!

 

The next step we recommend taking is to perform a factory reset on your gateway. This can help alleviate any issues that a simple reboot may not fix. You can perform a factory reset by following these steps: 

  • Locate the small red button & pinhole on the lower rear of the gateway
  • Depress for ~15 seconds

Please note: This will return all gateway settings to a default state. Any custom Wi-Fi passwords, Wi-Fi names, SSID, Static IP, and Port Forwarding rules will be lost.

 

Let us know if this helps. If not, there are a few other steps we can take to troubleshoot.

 

Lacey, AT&T Community Specialist 

New Member

 • 

3 Messages

2 m مضت

I did the reset, and we still seem to be having the same issue.

ATTHelp

Community Support

 • 

200.4K Messages

2 m مضت

There are a few more steps we can take, @bkwildrick.

 

So that we can dig a little deeper into what's going on with your connection, we'll need to speak privately. Check the Direct Message inbox in the top right corner of your screen. We'll be sending you a DM shortly and look forward to speaking with you!

Lacey, AT&T Community Specialist 

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