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Internet Quick Fixes - U-verse

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Internet Quick Fixes - U-verse

If you are experiencing slow speeds, loss of service, or poor Wi-Fi performance, the quickest way to resolve these issues is by resetting the Residential Gateway (modem). This article also has other recommendations that may help as well. 


The Quickest Fix

On the rear of the modem is a red reset button. Tap the reset button. On the images below, you will see the location of the reset button. 

  • You will see all the lights on the modem go off and start to come back. If this does not happen, you can pull out the power cord and plug it back.
  • If the reboot did not fix the issue, press and hold the red reset button for at least 10 seconds to do a full reset.

 

If a reset does not resolve the issue, check out our other quick fixes below. 

Modem Reset2.png

Other Fixes

 

Check the modem connections

Sometimes the connection from the wall to the gateway may be loose. Make sure all connections are securely plugged into the modem and wall outlets. 

Modem Connection2.png


Gateway Environment

Make sure the Gateway is at least 3-4 feet away from electronics. Electronics, like speakers, can emit interference that can impact modem performance, speeds, and lead to service drops. This article goes into more detail.


Power

A common cause of loss of service is related to power. If you are using a surge protector, power strip, or UPS devices, plugging the modem directly into a wall outlet may resolve the service drops.


Wi-Fi

Did you know what Wi-Fi speeds can drop in half? If your internet plan is 24mbps, your Wi-Fi may test around 12 mbps, possibly lower. This is normal. Modem environment plays factor as mentioned above. If resetting the modem does not improve Wi-Fi speeds, chaging the Wireless Channel in the modem has also proven effective! You will find instructions below! 

 

  • If you have a 2WIRE/ Pace Modem, click here to learn how to update the channel.
  • If you have a Motorola, click here to learn how to update the channel. 

NoteYou may need to test a few channels to determine the best for your connection. Also, test your wired speed with one device. If your speed is matching or near your plan, this means the inbound signal is good.

 

Troubleshoot with An App!

In some instances, checking the connections or resetting the modem will not restore service, if this happens, download our app to troubleshoot further. You can even setup a technician asppointment. Just text the word myATT to 556699 from any device and get a link to download it. 

 

 

ChrisZ, AT&T Community Specialist 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

Employee Contributor*
*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.
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Message 1 of 26
Community Support
Solution
Accepted by topic author Community Support
Accepted by ATTU-verseCare
‎04-07-2017 11:59 AM

Re: Internet Quick Fixes - U-verse

Is your internet acting? Check out the above article to learn how quickly resolve your service trouble. 

 

-ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

Employee Contributor*
*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.
Tags (1)
Message 2 of 26
Contributor

why can't multiple devices use wifi simultaneously?

We have several devices and only 1 can connect.  We get the "Incorrect Password" message.   The wifi worked very well up until yesterday.   The router is working fine with the ethernet connected network.  I did go in and check the settings on the router, I even "forgot" the wifi on the phones and then tried reconnecting but to no avail.  

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Message 3 of 26
Contributor

Home WiFi very slow

Home wifi dead slow right from the first day.
Message 4 of 26
Contributor

Cant connect laptops and tablets to Wi-Fi

I disabled a phone that was connected to my Wi-Fi network and now I can't connect my laptops or tablets. Does anyone know how to fix this problem. 

Message 5 of 26
Contributor

Internet down once a day

I have AT&T internet with direct tv. I lose internet connection every night at random times. Each time I am able to restore connection by power cycle the modem. Any ideas?

Message 6 of 26
Community Support

Re: Internet down once a day

Hi @penny1118,

 

I moved your post to this thread. It has some common fixes that have resolved most service issues. I recommend resetting your modem and your devices network settings. This should get you back you back up and running. If it does not, text myATT to 556699. You will get a download for our troubleshooting app that will allow you to resolve this issue. 

 

ChrisZ, AT&T Community Specialist 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

Employee Contributor*
*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 7 of 26
Community Support

Re: Internet down once a day

Hi @Ineedinternet1,

 

Sorry to read of the resets, this can be a pain when you are online or streaming a movie. In the past, resets were caused by some type of power issue. I moved your post into our troubleshooting thread. It has some information that should help you resolve this once and for all. If it does not, download our myATT troubleshooting app by texting myATT to 556699. It is a great app and will allow you to resolve this issue and more in the palm of your hand. 

 

ChrisZ, AT&T Community Specialist 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

Employee Contributor*
*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 26
Administrator

Re: Internet down once a day

Sorry to hear of the trouble you are having with intermittent services. We will be glad to help. To assist further, we need to gather more information. Click here to send us a private message, please include your account number and the phone number that is on the account.

-BrandonP, 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.
Employee Contributor*
*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 9 of 26
Contributor

Re: Internet down once a day

Please tell me how to unlock my Chrome and my internet explorer they both have a green locked padlock on them

Message 10 of 26
Contributor

Fiber nerwork not conecting

Having an issue with no Wi-Fi connection with fiber

Message 11 of 26
Community Support

Re: Fiber nerwork not conecting

Hi @Eric.Holloway,

 

Sorry to read of the trouble you are having with your Wi-Fi. I moved your post to our Internet Quick Fixes article. It has some troubleshooting steps that may help and information on how to download our myATT app to troubleshoot further.

 

ChrisZ, AT&T Community Specialist 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

Employee Contributor*
*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 12 of 26
Contributor

Re: Fiber nerwork not conecting

I havealready did all of the trouble shooting steps still no connection. 
Message 13 of 26
Contributor

Wi-Fi issues

My Wi-Fi stopped working.  The light isn't lit on the modem and my devises can't find the network.

Message 14 of 26
Community Support

Re: Fiber nerwork not conecting

Hi @Eric.Holloway,

 

There could be an outage or the modem could be the issue. I recommend downloading our myATT app to check for an outage, just text the word myATT to 556699 from any device and get a link to download the app. You can also use to schedule a tech. 

 

ChrisZ, AT&T Community Specialist 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

Employee Contributor*
*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 15 of 26
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