Need help connecting your router?
dannyski's profile

Tutor

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7 Messages

Thursday, September 3rd, 2020 5:05 PM

Smart Home Manager app issue after installing new gate way.

The drop down in the mobile app says "no wifi network" yet all is well after installing a new gateway router. I have run all diagnostics, reset everything, un- and reinstalled app, etc to no avail. There is now way to contact AT&T that makes life easier. TS&R procedures just loop around. Frustrating. "Help" is not good. No options for SHM app issues.

Accepted Solution

Official Solution

Community Support

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230.7K Messages

4 years ago

Hello @dannyski,

 

Thanks for reaching out, let’s see if we can get this working again for you.

 

It sounds like the SHM system is not recognizing the new gateway. There are a few things we can suggest to help:

  1. Reset the new modem to factory settings.
  2. Login to the Smart Home Manager via the website while connected to the new gateway and check if it’s working.
  3. If it’s still acting up, reset your account password using the forgot password page. The reset process serves to re-sync the account itself which is what we want. If this fixes it you may need to log out/back into the app afterward.

We hope this helps, please let us know if there are any further concerns.

 

Jeff, AT&T Community Specialist

Tutor

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7 Messages

4 years ago

I did numbers 1 & 2. When I tried to reset my PW, I had all kinds of trouble (more than one UID, multiple attempts with the correct PW, AT&T could not find my account and PW, etc.) I finally called to get a PW reset, and that worked. Logging back into the app, on my phone, I was able to have "My WiFI" recognized. Thank you for the re-synch advice.

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