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232.9K Messages

Tuesday, June 7th, 2022 5:49 PM

Internet and Wi-Fi Troubleshooting for a Single Device – Solutions & Help

Learn why one of your devices may not be connecting to Wi-Fi

Even AT&T employees run into issues with the internet. The thing about the internet, there are many reasons why your device may not connect. I have experienced a few myself and have even helped my family address some issues. Below you will find reasons for disconnects and what you can do. Some are fixes I have used and have recommended when helping customers like you.


Before we get into this, if you have a device that is not connecting, try these two fast fixes:

  • Restart your internet service/ modem
  • Restart your device 

The above can help clear backend processes in the device that could be preventing you from connecting to Wi-Fi. 


Causes of devices not connecting

So, what are some of the causes that can prevent one device from working while all others have no issue? We'll go over a few common ones below.

Why is a single device having trouble, or not connecting to the internet:

  • A damaged device– did you drop your device? You could have damaged the internal Wi-Fi radio.
  • Did you recently download a software update? It could have affected the software that helps your device connect.
  • Wrong password? It happens.
  • Too many electronics around your TV or smart device? The more devices you have, the more interference that affects Wi-Fi
  • Are you too far away from your modem? The further away you are, the weaker the signal gets
  • A process running on your device that may be causing this
  • Sometimes there is no reason, it just happens

So, what are the fixes? While some can be resolved, some cannot. Learn what you can do below.


A damaged device

There is little that can be done on a provider's end to resolve an issue on a damaged device. Normally it has to be repaired or a workaround found like using a wired connection on a laptop. Sometimes having a case can help but at the end of the day, a bad drop can damage internal components. If restarting your device and modem does resolve the issue, you may need to get the device looked at or repaired. With AT&T Device Protection, you can replace your device. 

A recent software update

I was at my cousin's. A couple of their windows laptops went through an update. All were connected to Wi-Fi but would not connect to the internet. It was blamed on me since I work for AT&T. To test the internet, I connected my smartphone and guess what, I was able to surf the web. This pointed to their device. On a whim, I decided to refresh their network settings and wallah, internet. I wrote a solution on how to do this, check it out.

Wrong Password

If one device is having trouble but all others are connected to Wi-Fi and working, it could be an issue with the Wi-Fi Password. A fix for this is forgetting the network and connecting to Wi-FI again. Please be aware, some passwords are long and have special characters by default. If you have AT&T Internet, use Smart Home Manager to create a new, easy password to use.

Too Many electronics around your device

Without going into the crazy science, devices can emit interference that can affect your Wi-Fi. For example, speakers near your device can interfere with the Wi-Fi signal because of the speaker inside. Other electronics, even though they do not have speakers, can do the same. The more devices near your Wi-Fi device, the more interference that can impact your connection and cause sluggishness or drops. Moving devices away from your modem and device having trouble may improve your experience

Too far away from your modem

Wi-Fi has a coverage area. Depending on your home construction, interference, and distance from the modem, can determine how far your Wi-Fi can reach. If you are in a spot where one of your devices gets a weak signal, there are some things you can as mentioned above. You can also test different channels using Smart Home Manager. Certain channels may improve your signal, but it is not guaranteed. In some modems, you can also adjust the channel to 2,4Ghz – this is a radio channel that reaches further. Speeds are slower with 2.4Hgz

A Process on Your Device

In some instances, there may be a program running that may affect your connection. For example, if your device is connected but disconnects at a certain period of time but other devices remain on, it points to the device in question. Sometimes running your device in safe mode can help determine this. In some instances resetting the device and modem can resolve this. If not, you may need to troubleshoot the PC itself. AT&T is unable to assist with software/hardware-caused disconnects. 


As mentioned above, there are a variety of reasons why a single device is not connecting to the internet. One of the above could be the issue or a combination of them all. Normally resetting the modem and your device's internet connection can help. If they don’t and only one device is the issue, try the steps above. If that does not help, contact the manufacturer. 


ChrisZ, AT&T Community Specialist 


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*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.

Accepted Solution

Official Solution

Community Support


2.7K Messages

2 years ago

Is there a device that will not connect to Wi-Fi? Check out our solution above to learn what you can do to resolve this and why it may be happening. 

ChrisZ, AT&T Community Specialist 

New Member


3 Messages

1 year ago

Please allow me to clarify...

it's not that my cellphone won't connect to my AT&T fiber optic internet/wifi, the question is, why do three of my Amazon devices connect to 5G wifi, but my cellphone will only connect to 2.4GHz wifi through my AT&T BGW320 fiber optic router?

My AT&T fiber optic gateway modem/router model is BGW320.

My cellphone is a Samsung Galaxy S20 5G.

My cellphone service provider is Consumer Cellular, which I think bings either AT&T and/or TMobile towers for voice and data service, depending on location - albeit, the only part relative to wifi might be my cellphone service provider.

I do not see an option in my Samsung Galaxy S20 5G connection settings to search, find, connect, or configure my cellphone to always connect to my 5G wifi network the way my other wireless devices do with no User interaction.  

An earlier response, (before my inquiry was moved to this forum) seemed to imply that I need to configure and name both a 2.4GHz and a 5G network on my AT&T BGW320 fiber optic gateway network,  (presumably by logging in on a laptop) 🤷‍♂️ but offered no instructions relevant to the router, my phone and/or carrier). 

In the event that none of this makes sense, let me put it in the most simplistic terms I can think of:

I only have AT&T Fiber Internet service, no DirectTV or any other AT&T products.

In my AT&T Smart Manager, there are five of my personally recognizable devices connected to my AT&T fiber wifi/internet service.

Without user input, my three Amazon devices and my HP Printer show to be connected to 5G.  Only my Samsung Galaxy S20 5G connects to 2.4GHz. 

I find no way to manually change the connection. 

I have 16 ft ceilings, so my wifi signal can be finicky... I often lose wifi signal just stepping out onto my front porch,  < 25 ft from the router.  The devices that connect to 5G are all within 10 ft of the AT&T router. Presumably, 5G wifi connectivity, as opposed to 2.4 MGz, offers a better signal and might provide better coverage for me, unless that's just illogical thinking? 🤔 

If a solution involves configuring the AT&T BGW320 gateway (or router?) using a laptop, please forward or provide a direct link to step-by-step instructions [for the technically challenged] (and how to bail out if things go south in the process, lol!).

I just don't understand why four of my wifi devices connect to 5G but my cellphone won't.

Community Support


232.9K Messages

1 year ago

Hello Frankjn22, we're here to help you with your wifi connection 

Let's meet in a Direct Message on this. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

Looking forward to speaking with you.

Carlton, AT&T Community specialist
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