Community Support

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2.4K Messages

Fri, Sep 8, 2017 7:58 PM

Issues with Blinking Red Broadband or Services Down

 

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

 

  1. Restart Gateway : Unplug the power connection behind the gateway for ~15 seconds.

    Plug back in and wait for the broadband light to go green, this can take 2-5 minutes.

  2. 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. 
    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.

  3. 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.

 

Also, please be wary of any change that may have occurred around the time service dropped like: adding new equipment, storms, power loss or something out of the ordinary.

 

 

If you are having issues with your service, Try using our Troubleshoot & Resolve Tool. The tool will begin testing your service and recommend some steps that you can take to restore your connection. 

 

Check for Outages

 

Use our site to check to see if there are any known issues out there. You can also sign in to your account to check your specific area.

 

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.

3 Attachments

Responses

Contributor

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2 Messages

a year 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

a year 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

a year 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!

Contributor

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2 Messages

a year ago

They never told me! They simply fixed it in the overnight period and we
suddenly had service the next am. I hope it happens for you. Be sure to get
a credit for the days you are without service!

Tutor

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5 Messages

a year ago

Thank you for your response! Mines been out since I got home from work yesterday, but was fine when I left for work that am.. it’s still out and the internet customer service said that it was an outside line that had been damaged. We’ve walked the yard, checked all lines inside.. can’t see a problem.. I’ll update when they fix it and tell everyone what the problem on our end was. 

Broadband lights continuously blink green and then go normal for a few seconds, then blink red. We can hook up to WiFi but have no service when we do. I get the message that the person a few above me did. Anyways, I appreciate you taking the time to respond! Having something you pay so much for mess up is always a headache! 

Contributor

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1 Message

a year ago

My internet Uverse is down for a day now we called and told us the available tech will be in the next 3 days. What in the world! What a crappy service of At&t! 

Contributor

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3 Messages

a year ago

I tried all the above solutions and still no service!!! 

Tutor

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3 Messages

a year ago

We have a similar experience. Broadband and Power lights are green but service light is red and then out. Att says its an outage but cannot give us an ETA on when the case will be resolved. More than one week without internet now and we work from home. Very disappointing service from ATT.

Contributor

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1 Message

a year ago

Our power light is solid green but our ethernet and wifi is blinking green when before it was solid green. It was fine the night before but woke up this morning to problem. Laptop says we need to sign in to network's internet service provider to get access which we have never had to do before. I tried reset but it just went back to blinking green. 

Contributor

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2 Messages

8 months ago

Yep...same for me.  I am not sure why a tech cannot be dispatched immediately when service is completely down.

Contributor

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2 Messages

8 months ago

Still not working...tech should be dispatched immediately.  I bet ATT can shut down service immediately if you don't pay the bill

 

davemize

ACE - Professor

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2.2K Messages

8 months ago

What have you tried to diagnose your problem? Have you unplugged your gateway for 20 seconds? Have you called 800.288.2020 and asked for line and equipment tests? If the tests indicate a problem, a tech can be dispatched to diagnose your issue.

"Don't make me summon the flying monkeys...."

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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1 Message

8 months ago

Blinking red and lost internet after 10 hours, I have reset 3 times but failed. Man Sad

Contributor

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2 Messages

8 months ago

hey @tuanhung, Your problem may be caused by disconnecting the cable, call support for them to fix. If not, try:

https://forums.att.com/t5/AT-T-Internet-Features/Issues-with-Blinking-Red-Broadband-or-Services-Down/m-p/5258374#M24650

Tutor

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5 Messages

8 months ago

Yes I’ve tried unplugging my modem, I’ve tried resetting my modem, I’ve called inverse multiple times, I’ve set up four different tech appointments to which none have shown up or called to reschedule. I’ve been without internet and cable since August 23rd. When I call att they tell me it’s a line problem and I’ll have to have a tech out. But the tech never comes to the scheduled appointment. And then never rescheduled or calls me. I’m pretty fed up at this point.