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Friday, September 8th, 2017 7:58 PM

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Issues with Blinking Red Broadband or Services Down - Help & Solutions from the AT&T Community

Learn why your internet may not be working and how to fix it 

Wi-Fi_Black.jpg

The fastest way to get back in service and get rid of the blinking red broadband light is to perform one or all of the following: 

Restart the modem

Secure cable connections

Reset the modem (Last)

Press the red reset button for 5 seconds Check to see if cables are unplugged, if they are, plug them back in. Press and hold the red button for 20 seconds. This will clear custom settings.
Check out our how-to videos. Just choose your modem. Check image below You can also use Smart Home Manager to reset it. 

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The reason why your service is dropping

  • Surge protectors and power strips can cause resets and over time, cause the modem to fail. Plug the modem directly into a wall outlet if possible
  • If you added a device to the modem (3rd party equipment), unplug it and test. If service returns, this points to the equipment you added
  • If there was a recent storm or power loss, there could be an issue with the equipment inside or outside your home. Use the tools below to run tests and check for an outage.
  • A device on your network is causing issues. In some instances, a single device could be causing your loss of service. A sign of this is loss of service at a specific time of day. There could be a process running in the background. Disconnect all devices and test one at a time. 
  • Routers. If you have a 3rd party router connected, please remove it and test to see if the issue remains. Please note, if you are utilizing a router for your internet connection, we are unable to troubleshoot as it is not a product we support. 

Troubleshoot and check for outages

  • To check for an outage, visit our Service Outage Page. You can use your zip code or sign in to your account to check.
  • To troubleshoot, visit our Internet Support Page. Once you sign in, a check will be automatically performed. The same tests our teams run, are the same system checks our calls teams perform.  
  • Wi-Fi Disconnecting? Check out some tips to resolve like adjusting the modem settings to optimize your signal
  • Sign up for alerts. Just select the first option on our outage page.

David, AT&T Community Specialist

 

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*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.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

3 Attachments

Contributor

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1 Message

5 years ago

I have the same issue with my ATT UVERSE WIFI. Technician came in to check on June 7 at home. My wife spoke with the technician. Technician told my wife there was no problem with the Modem. There was a problem with line itself away from my backyard. Problem from a nwighbor's backyard. Problem happened apparently when the"SURVEYORS" made a mistake with the line. My wife is now on the phone and still on hold with AT&T personnel trying to wait for the "Manager".  THIS IS DISAPPOINTING!!!

 

Contributor

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1 Message

5 years ago

my internet was totally out!  however it was restored by Nate (tech) who did an excellent job and also a follow up call to make sure that the internet was working well . he is a great asset to AT&T. real fabulous customer service and good manners.

Contributor

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1 Message

5 years ago

We had a network outage today in the morning, and immediately our internet went down.  Received text message about 1:45 pm stating service was back. Umm, nope.  Called AT&T, while I was still at work, and they supposedly tested the lines (while I was on hold) then came back to state our modem was faulty, and they would send new modem, arriving in one week(!). Seriously, it was all working fine BEFORE the outage. This was a service outage for AT&T internet, not a power outage.  I arrived home, and confirmed our modem's Ethernet and Wi-Fi are both working (green), only the Broadband 1 and Broadband 2 are blinking red.  Husband ran diagnostics on the router and reported that DSL can't be found.   I called again (spoke to a great person who was very patient), and diagnostics are run again, and it's the same story.  We are pretty sure it's the outside line(s)  since I drove by an AT&T truck on our road on my way home (after being told outage was all fixed). Now a technician is coming in two days, and we will have to pay $149, depending on where they find the problem. Super frustrating!! 

Contributor

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3 Messages

5 years ago

Yep that's sounds very familiar. However, once the technician fine out that
the problem is in fact on at&t end, you shouldn't be charged anything.

Contributor

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2 Messages

5 years ago

The issue that I have is that ever since I got the higher speed modem the broadband 2 light has always blinked red. Guess I wasn't smart enough the know better. But I did get a tech out to look at my internet and found out the second of 2 bonded pairs was dead like 4000 feet away. Hope I get some results soon. My feeling is that I should get some money refunded or something. Have had the modem for probably 3 to 4 years paying for more service

Contributor

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4 Messages

4 years ago

I tried installing my Uverse internet and did everything that the instructions said, but the broadband light is still red. 

Note: This comment was created from a merged conversation originally titled Broadband red light
ATTHelp

Community Support

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210.9K Messages

Hi Alice639,

 

If you have a Red Blinking or Solid Broadband light, resetting the modem and checking cables and connections is recommended:

 

  1. Reset the Modem: Press and hold the reset button located on the rear of the modem for 20 seconds. This may get your services up and working. You can also log into the modem to reset it. Click here for more information on how to reset the modem. 
     
  2. Check the Connections: they can loosen if bumped into. Sometimes cables are unplugged by mistake. Remove all surge protectors, battery units, and other equipment so that there is a direct connection.

If you are having issues with your service, be sure to download the myAT&T app  and go to the "Fix it now! Support tool" and follow the self troubleshooting guides. The tool will begin testing your service and recommend some steps that you can take to restore your connection.

Thank you for reaching out to AT&T's Community and Forums Team.

 

Lafayette, 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.

Contributor

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4 Messages

It says that the DSL failed to connect, restarting it isn't working. 

ATTHelp

Community Support

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210.9K Messages

Thanks for letting us know the troubleshooting did not help, @Alice639!

So that we can look into this with you further, we'll be sending you private message. You can view and respond to the private message in your Forums Inbox.

John, 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.

New Member

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2 Messages

I'm having the same issues above.

spoom2

Expert

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17.7K Messages

If resetting the modem doesn't help place a trouble report.   This is a two year old topic. 

Contributor

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1 Message

4 years ago

I've been without service for 10 days now.  I can't even get a straight answer from anyone at ATT about what the problem might be let alone when it might be fixed. That's after a 4 hour technician visit and a dozen phone calls.  I rely on Internet connectivity for my job and it is almost impossible to do on my cell phone alone.  What do I have to do get Internet back?  According to the tech, it's not a problem on my end but that's all I know.  

 

I have a solid red light on "service"

Browser says "Broadband service not available (message ID: NAD-3304L005)

The pace 5268AC gateway could not connect to the broadband service.

Etc...

If this condition persists for more than 15 minutes, please contact the ATT help desk .

 

Contributor

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2 Messages

4 years ago

Holding the reset button for 20 seconds will factory reset your modem and will require a service call to fix. I am without services until Friday (its Tuesday) thanks to this bit of advice.

Contributor

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1 Message

4 years ago

I just moved into a new apartment. Ordered AT&T last week and so far 2 of 2 modems (5628ac) haven't worked and your technician said he's getting service but that the modems aren't responding. But yet AT&T is going to still try and charge me even though AT&T is networked through the apartment complex. It's been a week and haven't even been able to log in on any device wirelessly. Great job AT&T. Good to see those huge profits go to superior equipment and networks! 

Tutor

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5 Messages

4 years ago

I am having this same issue! Exactly! Could you tell me what ended up being wrong? We have a tech coming but can’t come until Friday. This started yesterday. I need internet to work, this is driving me crazy!

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