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Tue, Oct 20, 2020 7:50 PM

intermittent unstable connection

Hello - with working from home and kids on online schooling, our internet connection over wi-fi becomes unstable and sometimes drops off, more noticeably during zoom meetings, video calls, etc. I have reset our modem/router, disconnected and reconnected devices, yet no improvement.  What else can I do?

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ATTHelp

Community Support

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140.2K Messages

a month ago

Hello @noelrovi,

 

Let’s get you connected again.

 

To begin we would like to work on maximizing your network settings and devices for zoom by trying out the following.

If these steps do not help we have additional information pertaining to web conferencing and our internet service on our support page.

 

Keep in mind when devices connect to your network, they each use a portion of your allotted speed. Multiple devices sharing your internet connection can affect the speed each device experiences. For more information on this and understanding how your internet speeds work please visit our support page.

 

We can also follow these troubleshooting steps to make sure there is nothing impeding the internet connection.

 

To ensure you Wi-Fi is healthy and optimized we recommend the following

  • Keeping the modem free and clear of electronics
  • Moving the modem off the floor and placing it on a hard surface
  • Plugging the modem directly into a wall outlet
  • Having the modem out in the open for proper air circulation

If you have the same troubles after ensuring your modem is in a good location we recommend trying out our Smart Home Manager app. This app has lots of great features that will help maximize your Wi-Fi.

  • Personalize network name and passwords
  • Run network health checks
  • Check for Wi-Fi dead zones and find out if your home could benefit from AT&T Wi-Fi Extenders for total coverage
  • Technical support built in with Smart Assistant

After that if you notice the same connectivity issues we can try the following.

  • Restart modem
    • Unplug the power for 30 seconds
    • Plug back in and wait for the broadband light to turn green, this can take 2-5 minutes
  • Reset the Modem
    • Press and hold the reset button located on the rear of the modem for 30 seconds.
    • WARNING: 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.

We hope this helps @noelrovi, please let us know if we can be of any further assistance.

 

KaneB, AT&T Community Specialist

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