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Kylebjohnson's profile

New Member

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2 Messages

Sunday, January 22nd, 2023 10:11 PM

Modem needs replacing after unplugging???

Unplugged modem and router to put a new power strip in. Now restarted and power/broadband lights are green, but no internet? Called ATT and they said my modem is bad. How could that be when it was working 5 minutes ago? 3 days for new modem and no technician coming out. J O K E 

ACE - Professor

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5.4K Messages

1 year ago

I don’t believe power strips are recommended for gateway.  Wall power or battery backup is best.  

If broadband light is solid green, there should be internet.  Do you have access to an Ethernet connected computer to login to the management console of the device?

New Member

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2 Messages

1 year ago

Unplugged the power strip and plugged it back in exactly as it was when it was working 5 minutes prior. Yes I do. ATT wouldn’t walk me through any of that as they said the modem is bad. 

(edited)

ACE - Professor

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5.4K Messages

1 year ago

See if you can bring up 

192.168.1.254

address in a browser.  It will tell you some info about your connection.  

You can also use Att smart home manager app connected via cellular to see what status it shows for your broadband service.   

If you’re unable to get any response from the gateway, factory reset it as you have nothing to lose at this point.  Hold the reset button on the back for more than 10 seconds.   

ACE - Guru

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9.9K Messages

1 year ago

I went into the kitchen, turned on the light, grabbed a soda and went back to the game.  Then i decided I needed some chips so I went back into the kitchen, turned on the light and it didn't work!  How could that be when it was working 5 minutes ago?

Stuff happens.  Now I don't think my first choice is a bad gateway either.  You don't say which gateway you have but presuming you've already rebooted it per AT&T "support's" insistence then I'd at least try a factory reset.  Hold down the reset button for >15 seconds and wait for it to come ready and see what happens. 

NOTE:  This will wipe out any changes you've made to the gateway (wifi SSIDs or passwords, port forwarding, etc) so be prepared to re-enter those afterwards.

Former Employee

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22.3K Messages

1 year ago

I suspect you have an “RG is UP but UNREACHABLE” condition… 

Most often seen after power failures such as storm outage, however unplugging power and plugging back in is basically the same.

I believe this to be caused due to corrupt software.

Support will generally only have you perform a reboot, not a factory reset.

The factory reset forces a software update which should clear corrupt software.

If after performing a factory reset does not resolve within 10 minutes then replacing the gateway would be the next step.

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