Military Appreciation: Exclusive savings for military, veterans, and their families!
Troubleshoot your device issues
Clline's profile

New Member

 • 

7 Messages

Fri, May 13, 2022 3:55 PM

Stand alone mobile hotspot dropping constantly in Las Vegas

Hello - I have a stand alone hotspot in my house in Las Vegas.  In the last week it has started constantly dropping.  Most of the time the 5g doesn’t even show up on my list and the 2.4 shows up but stops and starts about every 15 minutes.  I do need to work and this is a pain.  I have run speed tests and they are 10 in and 6 out.  I have taken the battery out, moved it to various locations where I get 5 bars, made sure the auto select for channels is on, checked if any outages and everything seems to be fine.  Not sure if AT&T is replacing antennas or what.  Any suggestions would be appreciated.  Please let me know if this is the incorrect forum.  Not much info on the site for stand alone hotspots. 

Accepted Solution

ATTHelp

Community Support

 • 

189.5K Messages

Il y a 10 d

Hi Clline, thank you for that information regarding your mobile hotspot connection. 

 

We have a few reset options that we'd like you to try to help restore your device's connection: 

  • Power cycle the device. (Press and hold the Power button on top of the device to turn the device off. Press and hold the Power button again to turn the device on.)
  • Factory reset on the device. (Insert a paperclip or sim tool into the reset hole on the bottom of the device, then hold for 6 seconds. The AT&T Turbo Hotspot 2 will factory reset.)
  • Factory reset on management website. (Enter your Login Password, then click Login. Click the System drop-down menu on the left side of the screen, then click Factory Reset. Click Reset, then click Confirm. The AT&T Turbo Hotspot 2 will factory reset.)

 

Try using our Troubleshooting and Device Tool to find step-by-step help for your device if you're still not able to get a good connection.

 

Let us know if this helps, and thank you for reaching out to the AT&T Community Forums.

 

Jeff, AT&T Community Specialist

sandblaster

ACE - Expert

 • 

57.4K Messages

Il y a 10 d

It might help if you identified the specific device. Anyway, there are two connections in play here, the connection of the hotspot to the cellular network and the connection of devices to the hotspot’s WiFi. You should be able to connect to the hotspot’s WiFi whether the device is connected to cellular or not. If not connected to cellular, you just get no internet. It sounds like your issue is connecting or staying connected to the hotspot’s WiFi. Since you say you get 5 bars, it sounds like the device is connecting to the cellular network just fine but not seeing the 5g and 2.4g WiFi networks from your devices might indicate the hotspot’s WiFi is going bad. 

New Member

 • 

7 Messages

Il y a 10 d

I have an AT&T Turbo 2 hotspot.  I bought it a month ago.  It has 5 bars but the 5g doesn’t show up on any devices and after a few minutes the 2.4 will drop. 

ATTHelp

Community Support

 • 

189.5K Messages

Il y a 10 d

Hello Clline, we're here to help with your mobile hotspot connection.

 

Try these troubleshooting steps to check the connectivity of your device.  

 

1. From your connected device's web browser, go to http://hotspot.webui. Enter your Login Password, then click Login.

Note: The admin password for the online WebUI is the last 8-digits of the IMEI code, which is printed on the device label (underneath the battery). IMEI code is also listed on the Device Details screen of your device. Ensure that your device is connected to the AT&T Turbo Hotspot 2's Wi-Fi network. For more information, please see the Connect Devices to Wi-Fi or Connect PC or Mac to Wi-Fi tutorials.

 

2. Click the Wi-Fi drop-down menu on the left side of the screen, then click Connected Devices. From here you can view blocked devices.

 

3. Click the Remove icon beside the desired blocked device.

 

If your'e still not able to get a good connection, use our Troubleshooting and Resolve Tool to get a more personalized solution.

 

Let us know if this helps, and thank you for reaching out to the AT&T Community Forums.

 

Jeff, AT&T Community Specialist

New Member

 • 

7 Messages

Il y a 10 d

“If your'e still not able to get a good connection, use our Troubleshooting and Resolve Tool to get a more personalized solution.”

this took me to a general page with no troubleshooting tool.

there are no blocked devices.

 

New Member

 • 

7 Messages

Il y a 10 d

Thank you!  The reset on the device definitely helped.  Still a few pauses so going to run it longer to see if it starts dropping again.  But for now it is working 

ATTHelp

Community Support

 • 

189.5K Messages

Il y a 10 d

We're glad to hear that your concerns were resolved, @Clline.

 

Feel free to reach back out to us in the future, if you need assistance.

 

Thank you for contacting the AT&T Community.

 

Lynn, AT&T Community Specialist

New Member

 • 

7 Messages

Il y a 10 d

Darn, thought it worked, but back to dropping every few minutes.  At least both the 2.4 and 5 show but neither works very well.  Someone said antennas are being replaced in the area.  Does anyone know how to check that?  In 89134 zip code.  At this point, I can’t run my business this way so looking for any further help.  I can’t keep resetting every 15 minutes.  Doesn’t even run that well after reset. All was working fine until this week.

sandblaster

ACE - Expert

 • 

57.4K Messages

Il y a 9 d

Someone said antennas are being replaced in the area.

Even if that were true, that has nothing to do with connecting to the hotspot WiFi. Again, two connections in play, hotspot connecting to cellular and devices connecting to hotspot WiFi. Your problem is the latter and that’s totally between your devices trying to connect and your hotspot device. Your hotspot device has its own antenna. Antennas on towers are not involved. There is probably something wrong with your hotspot device. 

New Member

 • 

7 Messages

Il y a 9 d

So I bought another hotspot and tried it.  It is having the same problem so I don’t think it’s the hotspot device.  

ATTHelp

Community Support

 • 

189.5K Messages

Il y a 9 d

We appreciate the updated, @Clline

 

What's the model number of your newly purchased HotSpot? 

 

Here are some things may be affecting your signal

  • Electronics. ~ Electronics near your HotSpot can impact not only the Wi-Fi signal, but the incoming LTE signal because of electromagnetic interference. 
  • The walls & building design. ~ Have you noticed areas in your home where Wi-Fi drops or where calling is an issue? Thick or concrete walls, metal frames, and even rooftops can affect the signal and in turn, your HotSpot connection.
  • The number of devices connected. ~ The more devices connected to your Hot Spot, the slower speeds will be.  Each device shares a portion of the inbound signal. If you stream, game or download, your speeds drop further.
  • The distance between you and the HotSpot. ~ The further away you are from the Hot Spot, the weaker your signal gets. A good indicator is the Wi-Fi meter drops on the device.

The fix

  • Move the HotSpot away from electronics, place it on a hard surface (off the ground/floor, and elevated).
  • Place the HotSpot near a window to improve LTE signal reception. Also, not all home designs will affect the LTE signal. Feel free to test different spots and/ or place the HotSpot in a central location. This can help improve Wi-Fi coverage.
  • Reduce the # of devices connected to the HotSpot. If a device is being used to stream, game, or download, overall speeds will drop. If a device is not in use, turn it off. 
  • Keep your device within 50-75 feet of the HotSpot. Depending on your home environment, the signal may reach out further.

In addition, some AT&T Hot Spots have the option to adjust settings to improve your Wi-Fi range and band. This can help improve your MiFi experience. If you are in an apartment or you are close to your HotSpot, we recommend using the 5GHZ frequency. This frequency provides a strong signal in local areas. Test different bands and ranges to determine what works best for you.

 

Change the Wi-Fi Band:

  • Select the Wi-Fi icon.
  • Select Wi-Fi Band.
  • Select either 2.4Ghz or 5GHz.

Improve Wi-Fi Range:

  • Select the Wi-Fi icon
  • Select Wi-Fi Range.
  • Select either Long, Medium, or Short. (If you are using your device for your home, long is recommended).

Keep us updated on how this information helps. 

 

Sydne, AT&T Community Specialist

New Member

 • 

7 Messages

Il y a 9 d

Thank you for the suggestions, but I tried all of those.  Except the range as it doesn’t allow changing that.  It all worked fine until about a week ago.  The 2.4 works better than the 5.  I have no new electronics and it is not near any.  I have moved it all over the house.  I have tried it with 1 device.  Any other ideas? 

ATTHelp

Community Support

 • 

189.5K Messages

Il y a 9 d

Thanks for your response, @Clline

 

Based on the information provided, we'd like to carry this over in a DM. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

In the meantime, please gather all of your account details as we'll need it to perform our investigation. 

 

We'll chat soon! 

 

Sydne, AT&T Community Specialist

Need help?
Fix, replace or check device delivery
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.