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What to do if your Services is Down

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What to do if your Services is Down

Hardware Failure?

 

Have you lost connection and need to know if the modem needs to be replaced? Review the details of the appropriate combination to verify hardware failure. For LED combinations not listed contact AT&T.

In addition to troubleshooting LED status, the following list contains examples of physical modem conditions that indicate the failure.

  1. Will not power on (no lights)
  2. Constant rebooting (i.e., modem reboots as soon as it completes its power up sequence)
  3. Physically damaged
    • Modem is smoking
    • Modem is making excessive buzzing/humming noises
    • Modem is melted, misshaped, or smashed

 

  

2Wire 2000 Series

 

2Wire2000.jpg 

 

No Lights

 

  1. Verify that the power adapter is the OEM adapter sent with the modem.
  2. Verify that the power adapter is securely connected to the back of the modem and to a power outlet.
  3. Disconnect/reconnect the power adapter. Connect the adapter to another power outlet.
  4. Bad gateway or power supply.

 

Red Power Light/Red Power Light with Green Wireless

 

  1. Are you using the power supply that came with the modem?
  2. Bad gateway or power supply.

 

Flashing Orange Power Light

 

  1. Upgrade in progress.
  2. Flashing orange for more than 20 minutes indicates hardware failure. Replace the modem

 

Flashing Green Power Light

 

  1. Modem POST (Power On Self Test) in progress.
  2. If flashing continues for more than 60 seconds a POST failure has possibly occurred.
  3. Possible bad power supply.

Red DSL Light

 

There is a possible hardware issue.

 

All Lights Green but still Cannot Connect

 

Check out this post

 

Westell/Netgear 7550 B90

 

WestellNetgear.jpg 

  

No Lights

 

  1. Verify that the power adapter is the OEM adapter sent with the modem.
  2. Verify that the power adapter is securely connected to the back of the modem and to a power outlet.
  3. Disconnect/reconnect the power adapter. Connect the adapter to another power outlet.
  4. Bad gateway or power supply.

 

Flashing Red Power Light

 

Bad gateway or power supply.

 

Note: The power light flashes red briefly when the modem is booting up. If the flashing red light continues for 30 seconds or more, this indicates hardware failure.

 

All Lights Flashing in Unison

 

  1. POST failure or unrecoverable error. Hardware failure. Replace the modem.

 

All Lights Green but still Cannot Connect

 

Check out this post

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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Accepted by Community Manager (Community Manager)
Accepted by ATTDmitriyCM
‎09-30-2015 1:39 AM

Re: What to do if your Services is Down

 

For more information please visit Internet & Home Phone Order Status

 

 

If the previous information has been exhausted, and you are still having problems, please send a private message with your account number and contact details to here for further assistance. If you are not a member of the AT&T community forums, we welcome you to register and reach out to us.

 

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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Administrator

Re: What to do if your Services is Down

You can use our tool, video, or tips to troubleshoot problems with your wired Internet connection.

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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Accepted by Administrator (Administrator)
Accepted by davidbk
‎11-19-2015 8:17 AM

Re: What to do if your Services is Down

If you're experiencing outages, let us help you find possible causes.

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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