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Troubleshoot your device issues
Winslow010's profile

Contributor

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8 Messages

Friday, June 9th, 2023 11:23 PM

Att wireless internet failure

We have att wireless internet. Every few months it just stops working. Customer service insists on upgrading our package, the service techs insist on a new SIM card, and the asurian folks try to sell me a different package. 

It is not the box or SIM card. The device just stops receiving a signal from the tower. Every time it takes well over a week to get resolved but eventually does by a random tech who deals with me at my worst after a million phone calls. IT IS ALWAYS SOMETHING ON THE BACK END. They reset something and all is well. 

Here we are again. DOES ANYBODY know a quicker way to go through this process, or do I have to spend the next week on the phone?  

TLDR: wireless internet box works, SIM replaced, no signal from tower, no service and terrible customer service. 

Community Support

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231.3K Messages

10 months ago

Hi there, Winslow010. We understand that your AT&T Wireless Internet stopped working. We can help you that. 

 

According to your posting, you mentioned a couple of things that jumped right out at us. You mentioned a SIM card replacement and no service at the tower that's near you. So it looks like that you are using a mobile hotspot

 

There are a few things that we can do to help resolve this. Also can we please have the make and model of the mobile hotspot that you are using? They reason why we need to know that, is to get the correct documents to help troubleshoot. 

 

Also, can we please have the zipcode to your physical location.? That way we can look up the tower that you are pinging from, and we can see what is going on with it. 

 

Once we get that information, we can proceed on getting your hotspot back up and running again. 

 

Looking forward to hearing more from you. 

 

Matthew, AT&T Community Specialist

 

 

Contributor

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8 Messages

10 months ago

Model IFWA-40

Zip 16668

Community Support

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231.3K Messages

10 months ago

Thank you for providing that information, we know how important it is to have steady internet connection. Let's see what we can do to turn your experience with your wireless internet service around @Winslow010.

 

When your device drops signal, what happens when you power the device off and on?

 

At times, signal strength can change, and relocating your device to another location in your home can resolve instances where you have no connection.

 

Below, we have provided steps on how to reset your device:

 

1. RESET AT&T WIRELESS INTERNET: From the back of the device, press and hold the RESET button for 15 seconds using a pen, paperclip, or SIM removal tool. 

 

2. RESET USING WIRELESS INTERNET MANAGER: From a device that is connected to the AT&T Wireless Internet network, open the web browser and go to http://attwirelessinternet. Enter your login information, then click LOGIN.

 

3. Click the System tab, then click Configuration. Click PERFORM RESET to perform a factory data reset.

Note: You will be prompted to click OK to confirm. 

 

Please try these troubleshooting methods and let us know if this helps with your AT&T Wireless Internet connection.

 

Diajhanae, AT&T Community Specialist 

 

Contributor

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8 Messages

10 months ago

Didn't work. The "tower" light is still red

Community Support

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231.3K Messages

10 months ago

@Winslow010, thank you for reaching back out to us with that update. Since the tower light is still red, we would like to run some diagnostic on your network in Direct Message.

 

Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums). Once you're there, we can continue over the phone or in chat if you'd prefer.

 

We look forward to speaking with you.

 

Diajhanae, AT&T Community Specialist 

Contributor

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8 Messages

10 months ago

I have responded to the chat. There has not been an answer.

Contributor

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8 Messages

10 months ago

Update. I returned the device to the store. It checked out OK at the store.  When I got home, it stopped working again.

Contributor

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8 Messages

10 months ago

Update. Canceled my plan.  Overall terrible experience. Will look elsewhere for a provider. 

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