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Green light on modem stays on, no internet, speed test zero

Teacher

Green light on modem stays on, no internet, speed test zero

Lose my internet on all devices, ethernet and wifi, several times a day. If I wait it will usually come back up on its own but can take up to an hour. Sometime takes several reboots of modem to get internet back up. I can speed test on wired and wifi devices and get a zero. All lights on modem remain green.

I have had 6 ATT repairmen here since New Years Eve. Everyone tells me my line tests fine. The last guy told me they have tested, replaced and fixed everything that could possibly be wrong with my internet and if I call for another repairman I will be charged.

I had two computers connected to the modem by ethernet, three iPads and two android phones on wifi. The last tech support guy told me to unhook the ethernet, and run everything wifi. He said something in my house is causing the modem to lose it's sync. Interference of some kind. He said turn all the devices off and bring them up one at a time. I had an outage with  just one of the iPads on. 

Would a power conditioner for the modem correct this? 

If I finally give up and switch to the cable company for my iSP will that correct my issue? I switched from CompuServe to ATT dial up over 20 years ago. One of the first in my neighborhood to get DSL from ATT. Would prefer to have a solution that keeps me with ATT.

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Message 1 of 9
Administrator

Re: Green light on modem stays on, no internet, speed test zero

Hello @ClayPotts,

I don’t think a power conditioner for the router will correct this, unless the router is plugged into a power outlet that’s faulty.

What electrical equipment do you have near the router?

Also, is there a specific time these issues occur?
My thinking is, it could be something electrical causing interference with the router at a specific time of day.

Please let us know.

 

Mihai AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 2 of 9
Teacher

Re: Green light on modem stays on, no internet, speed test zero

The router sat next to a computer.


@ATTCares wrote:

Hello @ClayPotts,

I don’t think a power conditioner for the router will correct this, unless the router is plugged into a power outlet that’s faulty.

What electrical equipment do you have near the router?

Also, is there a specific time these issues occur?
My thinking is, it could be something electrical causing interference with the router at a specific time of day.

Please let us know.

 

Mihai AT&T Community Specialist



There is no pattern to it shutting down. I moved the router this morning to a different outlet with nothing else plugged into it. So far so good. 

Message 3 of 9
Administrator

Re: Green light on modem stays on, no internet, speed test zero

Hello @ClayPotts,

Please leave the router plugged in the different outlet for at least 24 hours. If you have no issues, I think it would be safe to assume it could be the outlet.

Please let us know what happens after 24 hours.

 

Mihai AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 4 of 9
Teacher

Re: Green light on modem stays on, no internet, speed test zero

I only had to restart the modem once in a 36 hour period. Major improvement. Am going to try a different part of the room this morning. Trying to get it as far away as possible from any possible sources of electromagnetism.

Message 5 of 9
Administrator

Re: Green light on modem stays on, no internet, speed test zero

Hi @ClayPotts!

Thank you for reaching back to us! Please feel free to let us know if you still need help!

Yetty, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 6 of 9
Teacher

Re: Green light on modem stays on, no internet, speed test zero

I made it 36 hours with out an outage. This morning I had to restart the modem 4 times in one hour period. Any chance my wife’s Samsung 9 is the culprit? Outages only happen when she is home. phone was in the room this morning when the modem kept losing sync. No issues since I moved phone to different room.

Message 7 of 9
Administrator

Re: Green light on modem stays on, no internet, speed test zero

Hi @ClayPotts!

We'd love to look into this for you here! To fully assist with this issues further, we will need to look over your service concern in more detail.

I am sending you a private message (PM) to help in this matter. Please check your forums private messages and reply to my message.

I look forward to your response and the opportunity to help you!

Yetty, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 8 of 9
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Accepted by ClayPotts
‎01-22-2019 2:25 PM

Re: Green light on modem stays on, no internet, speed test zero

My wife’s Samsung Note 9 would cause the IP on the modem to fail disconnecting all devices. When I figured this out I spoke to ATT. He said to ch ck with Samsung. They told me to reset the network settings on the Samsung Note 9. Seems to have corrected this issue.

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