kirbyh's profile

Tutor

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4 Messages

Monday, September 26th, 2022 1:23 AM

Home phone problem

Two days ago, people calling in to my home phone were unable to hear my voice. Also when I tried calling out, after the number was dialled, the phone immediately reverted to a dial tone, and the call did not go through. I am using an Arris Megabit Ethernet Router with 1Gb internet fiber service for my home phone. The problem went away after I rebooted the router. I think this may be a software bug in the router. This is a new problem; the system has worked fine for about a year until now. 

spoom2

ACE - Master

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17.5K Messages

4 months ago

Rebooting the modem/gateway usually corrects these type issues, it's not unusual or a software bug. 

Tutor

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4 Messages

4 months ago

Spoom2, thanks for this response. I agree this may not be unusual although it's the first time it's happened to me in about a year. But the software in the Arris router is clearly a state machine and it evidently landed on an unrecognized state. That seems to me to be a software bug. But maybe I'm wrong. 

ATTHelp

Community Support

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207.3K Messages

4 months ago

We'd be glad to help you with your phone service, kirbyh!

 

And thank you, spoom2, for your input!

 

As our Ace stated, the phone service temporarily malfunctioning doesn't automatically mean there is a software issue with the gateway.

 

If you run into more trouble with your phone service, let us know, and we'll help you troubleshoot.

 

Thank you for visiting the AT&T Community Forums!

 

Aminah, AT&T Community Specialist

Tutor

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4 Messages

4 months ago

Thanks for your followup, Aminah. As I said, rebooting the router solved the problem, but I didn't think of doing it for a day and a half. This means my phone was out of commission for that much time. I think that's more than "temporarily malfunctioning." At first I thought the problem was in the telephone itself and was about to replace the instrument until I realized I should at least try the reboot. 

I tried to figure out how to get help from AT&T to solve the problem, but I could not figure out how to actually reach a person. 

I realize AT&T doesn't want to look bad by admitting there might be a software bug in this router, but I really hope a software engineer will look into it. State machines can be pretty complicated. 

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