05-22-2019 7:05 PM
For the past week and a half or so, my Uverse connection drops out and will not recover until the service or the entire router (BGW210-700) is restarted. When running diagnostics during the outage, it’s always the same issue: ping default gateway fail. All lights are green and service shows as up.
On a rare occasion, it will eventually work again without a reset but this is rare. On the worst days, this is 4-5 restarts a day. This is unacceptable. I’ve searched around but had no luck finding anything on this. Anyone have any ideas?
Solved by: Go to Solution.
05-24-2019 5:22 AM
Let's see what we can do! From doing some research, this potentially could be an issue with the cabling in your house.
Can you please check and verify the cables connected to your router to see that it's not damaged in any way?
Please let us know once you do.
Mihai AT&T Community Specialist
05-24-2019 9:05 PM
05-25-2019 5:13 AM
Thanks for verifying and providing that additional info @Bragollach.
Since you received a message stating that a dispatch is necessary, we'll have to get a technician out there.
You can set-up a technician appointment by going to our main website and following the prompts.
If you'd like for one of us to schedule an appointment, please let us know.
Mihai AT&T Community Specialist
05-29-2019 8:50 AM
- edited 05-29-2019 8:56 PM
This is a known issue with the latest version of firmware updates AT&T has been pushing out the BGW-210. It causes you to simply lose connection randomly. All lights will stay green but exactly like you said, if you run the diagnostic utility on the BGW-210 it fails at "Ping default gateway". Sometimes it will happen after 2 days sometimes ~a week later or sometimes multiple times a day. This bug started with the version of firmware labeled 1.9.14. It was not an issue with the previous 1.8.18 version (I was at 3+ months uptime). AT&T obviously is aware and trying to get a version with this bug fixed out because there have been 4 more firmware versions for the BGW-210 since 1.9.14 which started this nasty bug. We've had 1.9.14, 1.9.15, and 1.9.16 in about 2 months. This is WAY more firmware updates than usual for AT&T to develop for one of its gateways in such a short period of time. There is an 8 page long thread on dslreports u-verse forums of other users talking about this issue and tracking the latest firmware updates as soon as they hit AT&T's servers.
You can manually update your firmware without waiting for AT&T to push a new version to it as long as you have the firmware file which thankfully they are hosted on a publicly accessible AT&T server to download.
The most current version that just released about 2 weeks ago is version 1.10.9. It was posted on AT&T's firmware server around the 18th of this month. I installed it that day and so far so good (I was getting the ping default gateway error as well randomly after AT&T pushed 1.9.15 to my BGW-210). Now I'm at a little over 7 days uptime (longest I could make it before on any 1.9.x version was 2-5 days). So I would suggest simply manually updating your BGW-210 firmware to this latest release. It could be several weeks before AT&T pushes it to your BGW-210 themselves. Below is the link to download the firmware file. You can only manually update your firmware version using a computer (PC or Mac) and it is suggested that it be connected directly to the BGW-210 with an ethernet connection (but not required, at least do it while close to the BGW-210 if on Wi-Fi). A smartphone will not work for this.
Just download that firmware file then go to the BGW-210's web GUI by typing http://192.168.1.254 into your browser (or clicking that link). Then click the "Diagnostics" tab, then "Update", click "Select File" and select the .bin file you just downloaded and hit the update button. Let the gateway do its thing. It will flash yellow at first while the firmware image is being uploaded to the gateway then it will reboot and install the update. When its all done it will automatically reconnect and you will have service. You can verify what firmware version you have by going to http://192.168.1.254 and clicking "System Information" and looking at the line that says "Software Version". So far 1.10.9 has been much better for me than any of the 1.9.x versions so it seems (hopefully) AT&T finally squished this nasty bug after 4 tries/updates.
Hope this helps. As long as you leave the gateway alone while its updating and let it fully finish and reboot/reconnect to the internet on its own there is nothing that can cause any harm doing this. When AT&T releases newer firmware updates in the future (god help us) your gateway will continue to automatically get them when AT&T decides to send them.
06-03-2019 8:02 AM
OK, the firmware update appears to have stopped this. I installed the update on this past Thursday and it has run without a dropout since then. Thanks again for the information.