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Wireless Keeps Dropping Connection

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Wireless Keeps Dropping Connection

Starting one week ago, ATT wifi starting disconnecting then reconnecting.  Will stay connected for a few minutes then will disconnect/reconnect again.  Does this continuously.  Tried using different channels but problem persists.

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Message 1 of 13
Administrator
Solution
Accepted by Administrator (Administrator)
Accepted by ATTKevin
‎12-19-2018 1:52 PM

Re: Wireless Keeps Dropping Connection

Hi, @Tukebird.

 

We've put together some Wi-Fi troubleshooting tips to help with intermittent connections. Here is a quick tip, try restarting your gateway.

  1. Unplug your gateway for 15 seconds.
  2. Remove and reinsert the battery, if you have an internal battery backup.
  3. Plug the gateway back in and wait for the lights to stop flashing.
  4. Check your connection to see if the problem is fixed.

If this does not correct the service connection error please read through the article linked about for more tips. Let us know how this works for you.

 

Ariel, AT&T Community Specialist


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*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 2 of 13
Contributor

Re: Wireless Keeps Dropping Connection

I've just had a U-Verse tech over to the house (knowledgeable) and had him trouble shoot our wireless that has become ineffective. He updated (2) extenders for us, added a new router, and a couple of boosters for the video signal...still....signal keeps dropping in the back master...and even in my office next to the router. While sitting here going through various steps with the AT&T home management portal....I had to "enable" the wifi 2.4g at least (6) times in the past hour as it keeps dropping out. I have read all of the threads, and realize that it's dual band between 5 and 2.4.....but I am more interested in coverage than speed. I thought our problems over the past couple of months were behind us with this.....guess not.

Message 3 of 13
Employee

Re: Wireless Keeps Dropping Connection

Best coverage is 2.4Ghz at half the frequency of 5Ghz. However has fewer channels (1-11) and more prone to wireless interference from other devices, especially in close living quarters such as apartments, condos. 

 

Recommend using an android device, preferably dual band, and free app wifi analyzer (radar sweep icon). After scanning, change the channels on your gateway.

 

Next do you have hardwired connection to pc or laptop? When wifi drops, does hardwired device still have internet connection? 

 

My thought is crowded wifi environment, gateway keeps changing channels resulting in a drop to wireless devices. If hardwired device(s) also drop suggests signal issue to gateway.

 

Do you have Uverse IPTV service? If yes, are the receivers losing service as well?

 

Edit... Problem could also be caused by power issues such as bad ac power, noise on ac line, Foreign Voltage from improper or no grounding of power, etc. 

 

For most gateways with coax connector the gateway can be grounded using 442C and if ac outlet is actually grounded. Not an option on 210-700 gateway or 510 or 5031.

*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 13
Contributor

Re: Wireless Keeps Dropping Connection

I have the same problem - been ongoing for months.  Gateway's replaced, WAP replaced, wireless tv boxes replaced - no luck.  I had an in home consultant from ATT out to tell me that it could be the location of the WAP (been moved to 3 different places)  voltage surge as it is near a refrigerator, mice chewing on wires at night, etc.  Took no ownership and when I explained why each theory didn't hold water told me to call the service department and left.

 

I've called the service team and said since they can'f fix my wireless receiver issue to hard wire the two television boxes.  I'll let you know if that solves the issue.

Message 5 of 13
Contributor

Re: Wireless Keeps Dropping Connection

We have had ATT Uverse for 5 years now and really never had any problems. About 3 months ago we started having the WiFi Gateway just stop. All the lights go off and anywhere from 3-5 minutes, and at least once a day sometimes 4 or 5 times a day. It then reconnects and things start working. My computer is hardwired into the gateway, everything else is on WiFi. Nothing works for that time period. It is very annoying to be watching TV or be on the computer and for no reason it just cuts off. I am not a techy person so what I would like to know is could this be my Gateway/router getting old and needs to be replaced? It is 5 years old and used a lot. P.S. How do I know if I have an internal backup battery? I see some instructions say unplug and take out battery if you have an internal backup battery> I have a backup battery thing if the power goes off but I am not sure if that is what they talk about when saying to reboot.

Message 6 of 13
Contributor

Re: Wireless Keeps Dropping Connection

Okay, I am reading this thread and I have been experiencing the same problems as others have described with the wireless router sometimes crashing, turning off and then on, etc. And I have tried the solutions described. Sometimes they work, sometimes I think it's just that the problem eventually resolved with time. 

 

My question is ... this problem seems to have been something many AT&T customers have been experiencing and reporting and discussing for well over a year.  Why in the he** are we as customers still left to discuss this and try to resolve the problem among ourselves?  Why hasn't someone from AT&T cared enough to get to the root of the problem system-wide for ALL customers so we don't have to go through the frustration of getting on these sites via our smart phone to try every DIY solution we can find on the slowed down version of the itnernet?? And why don't they credit our bills when we our experiencing these unresolved problems several times a day?? 

 

AT&T this is your job!! Do your job!!! I am a critical care nurse.  How would you like it if your family member went into cardiac arrest several times a day and I just let you try to resolve the problem yourself after discussing it online with other patients and families?? Well, that's how I feel about what you are doing to us with these unresolved crashing wireless routers.

Message 7 of 13
Contributor

Re: Wireless Keeps Dropping Connection

Once Google Fiber comes into my neighborhood, dropping ATT.  
Message 8 of 13
Contributor

Re: Wireless Keeps Dropping Connection

Ditto - fed up with constant repeated all through the day of wi-fi drops with no apparent reason.   Even the ATT dashboard

doesn't show anything unusual or incorrect for my setup.  It's entirely correct but just plain stops working with wi-fi. 

 

I had Cox before and with a regular DOC 3.1 cable modem.  It also had dual 2.4 and 5GHz signals.  I never once had any issues

whatsoever.  No conflicts and no unexpected drops in their Wi-Fi signal.  I liked owing my own Cable modem

as well, since I completely and totally controlled my environment.  The ATT Modem is grossly over-complex and IMO

a total and complete mess of a configuration.  Granted that Cox service was expensive IMO for the speed they offered,

but at least it was stable and I never once had an unexplained wi-fi drop out.  Occasionally their system would go out but

that was rare and got it back quickly. 

 

I'm tired of ATT controlling my environment and the grossly overly complex ridiculous setup of their Wi-Fi.    The technical

guy had to spend a couple of hours to setup my system initially - which to me really insane.  

I will wait my yearly time period with AT&T, and then I'm switching back to Cox even at slower speeds, I'd rather have the knowledge

that my signal wasn't going to suddenly and periodically stop working and disappear for no apparent reason being controlled by

mother AT&T modem setup. 

Message 9 of 13

Re: Wireless Keeps Dropping Connection

In my case, it's not the wifi, but the actual bandwidth. The bandwidth coming into my modem reads a constant 14.0 mbps, but suddenly no bandwidth, yet my wifi signal reads full bars on my phone. I try to perform speedtest, and get error message "speedtest not available. Please try again later." It does this intermittently, throughout the day, and the blackouts can last anywhere from 5 minutes to an hour.

Message 10 of 13

Re: Wireless Keeps Dropping Connection

In my case, it's not the wifi, but the actual bandwidth. The bandwidth coming into my modem reads a constant 14.0 mbps, but suddenly no bandwidth, yet my wifi signal reads full bars on my phone. I try to perform speedtest, and get error message "speedtest not available. Please try again later." It does this intermittently, throughout the day, and the blackouts can last anywhere from 5 minutes to an hour.

Message 11 of 13

Re: Wireless Keeps Dropping Connection

In my case, it's not the wifi, but the actual bandwidth. The bandwidth coming into my modem reads a constant 14.0 mbps, but suddenly no bandwidth, yet my wifi signal reads full bars on my phone. I try to perform speedtest, and get error message "speedtest not available. Please try again later." It does this intermittently, throughout the day, and the blackouts can last anywhere from 5 minutes to an hour. I did purchase a wifi extender at the time my services were connected, but the device makes no difference one way or the other.

Message 12 of 13
Contributor

Re: Wireless Keeps Dropping Connection

I just switched from Cox to At&t because my building management turned the place upside down digging up the earth and putting a S.W.A.T.T. team of at&t technicians to go door to door mandating every resident to allow them to install new equipment.  at&t told us this would be less expensive and super fast Fiber Optics. I decided to look into it and make the switch with promises of faster internet. Results? I am miserable! In the middle of a huge conference call for work with a new client and all my VP's and my internet goes out and I was hard wired in on a Cat 6.  I am having the same exact issue you described and I am a new customer of a few weeks. I am done done done! Called Cox today and I am getting my Cox service back and cancelling at&t. The cheap equipment they are installing for wifi and gateway routers is the issue. How many more people have to complain about the plastic piece of crap and bad engineering that can't handle the new technology. It doesn't take a rocket scientist to figure out that there will be NO troubleshooting tips unless you can re engineering that box to work. And I myself am not a manufacture or and engineer.

 

Bottom line, I never had one issue with Cox's service. Never had one power outage or wifi issue, no T.V. issues or phone issues in all the years I had Cox. I really didn't know how good I had it with Cox till I got at&t. Fiber Optics my butt!!

Message 13 of 13
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