connection problem with my macbook pro

Teacher

connection problem with my macbook pro

hi i don't know why but whenever i am using my macbook on my wireless home network the connection dies and internet is unavailable for about a minute and comes back on and it does not happen with other computer which is not a macbook how do i fix this?
Message 1 of 102 (14,145 Views)
Contributor

Re: connection problem with my macbook pro

Hello, I had to replace my old wireless modem of 5 yrs with the new AT&T wireless router 2701HG-B on December 23, 2009 for my labtop HP Windows Vista computer and have not been about to access the internet consistantly ever since. Tech support came to my house to set-up my wireless router and I've had to contact tech support via phone 6 times only to experience the same problem. My 2wire states that I am connected to the internet, but I unable to remain connected. Now I live in a standard one bedroom appartment. According to AT&T, "The issue which you've mentioned above could be because a few reasons. To verify the same, check if there is any EMI device ( halogen lamp, speakers, microwave, cordless phones ). You may also check, whether the router is placed near the computer or Monitor, as this may affect the wireless frequency and if there is no EMI devices, there could be some problem with the wireless settings on your MacBook. In order to check settings in your MacBook, you may follow the steps provided in the link below." I live in standard size apartment with standard amentities: TV, lamps, cordless phones, microwave, and I do not have a Mac, yet I am experiencing the same problem. It appears to me that these amentities cannot be in the same apartment as the AT&T's wireless router if that is indeed the real cause of the problem. I have also been told that there may be a Microsoft software problem hendering me from accessing the net. Keep in mind that my 2wire router says that I'm connected online; I just can't access it. The idea according to AT&T tech is that there may be software (Norton) that's incompatible with their wireless router. Wow, there was no problem with the old wireless router and my software, but suddenly there's a problem with my software now. I beg the differ, it's AT&T's product. At this point, I need to find a new Internet Provider, because AT&T cannot resolve my problem. Would anyone please recommend a reliable internet provider with a great wireless router and service? Thank you. Honorai Franklin
Message 16 of 102 (9,807 Views)
Contributor

Re: connection problem with my macbook pro

Thanks, but they did not correct/fix my problem. I am so disappointed with the new AT&T's wireless modem. I will definitely be switching providers in the near future. I'd rather AT&T be honest about their product instead of finding other excuses as to why it doesn't function properly.
Message 17 of 102 (9,807 Views)
Teacher

Re: connection problem with my macbook pro

well i cant still figure out how to fix... i hope att comes up with solution soon
Message 18 of 102 (9,807 Views)
Contributor

Re: connection problem with my macbook pro

I called the tech services countless times, and they played around with the wireless settings, and the issue is STILL not fixed. My wireless still drops every 15-30 minutes. It is very frustrating. There is obviously a problem because there are many macbook users who are having the same issue of dropped wireless connection. This really needs to be fixed soon.
Message 19 of 102 (9,807 Views)
Contributor

Re: connection problem with my macbook pro

I have an Apple Macbook Pro (2008), an IMAC (2008), an Apple TV, an Apple Iphone, PS3, and Xbox 360 connected to my wireless network. I find my Motorola 3346 modem losing internet signal 3-4 times a day. A red light appears under the internet line on the modem. Prior to this I had a Motorola 2210, which did similar things. I am constantly resetting the modem, and losing signal during an online PS3 game (frustrating). I never associated it with MAC, but maybe that has something to do with it. How can you tell if its a line issue or a problem with MAC/ATT DSL... ? I recall when I was using a Alcatel modem I never had this issue....hmmmm.
Message 20 of 102 (9,807 Views)
Guru

Re: connection problem with my macbook pro

@ bertinoj08

 

if the DSL light on the modem blinks red or green, it's an indication of a possible line problem...

 

but since you said that only the INTERNET light blinks red at times, it may be a configuration conflict between your modem and wireless router. BTW, what is your router?

 

moto3346/moto2210 modems and routers are smart devices. if these modems are connected to a router, it is best to either:

- set modem on bridge mode and let the router handle the internet connection (set on PPPoE)

OR

- set the modem on PPPoE and router on DHCP

 

hope this helps! :smileyhappy:

 

 

Message 21 of 102 (9,725 Views)
Contributor

Re: connection problem with my macbook pro

Thanks. I will call ATT tonight and see if they can diagose any line issues. I will be working online, and I will notice that I can not access a page, or some script appears to be running slow. All of a sudden I will be looking at the modem login page. It is prompting me for a username/password. I will walk over to the modem and see the solid red light under the "internet" mark on the modem. My router is a combined modem/router. Motorola 3346, and was supplied by Att directly. It replaced my previous Motorola 2210 (also supplied by ATT). I was told I did not need a separate router. I think my best bet is to let ATT try to make it right. If it causes me to make multiple phone calls, and a bunch of aggravation I will most likely switch to cable, or clearwire..... (do not want to though). Thanks again for the info.
Message 22 of 102 (9,725 Views)
Tutor

Re: connection problem with my macbook pro

Well I've been thru all the wireless chanels many times. To me it seems to be a macbook/2wire att incompatilbity issue. I also have a Wii that runs on the wirelss just fine. This is just really frustrating. Maybe I shall try a different wireless router or switch from ATT to another provider
Message 23 of 102 (9,725 Views)
Teacher

Re: connection problem with my macbook pro

did anyone fixed it?
Message 24 of 102 (9,725 Views)
Employee

Re: connection problem with my macbook pro

Hello everyone,

I truly appreciate that you took your valuable time to let us know that you are experiencing Internet connection issue  and please accept my sincere apologies for any inconvenience that you might have experienced.


Please, try the following troubleshooting steps as per the issue, which you are experiencing while trying to use AT&T Internet Services.
Basic Troubleshooting:


   1. Verify that all physical connections  to your DSL modem and computer are in place (e.g., phone line, power cords, ethernet cables) and that the power is turned ON. The DSL modem should not be plugged into a surge protector.
   2. Make sure DSL filters  are installed on ALL phone jacks that have telephone devices connected (e.g., phones, fax machines, answering machines).
   3. Make sure the phone line connected to your DSL modem is plugged directly into the phone jack or into the "ADSL HPN" side of a DSL filter.
   4. Powercycle  both your DSL modem and your computer (i.e., turn each off for at least 2 minutes). While the modem is off, remove the phone line from the modem and plug it back in before powering on the modem and computer.

      Note: Connectivity will be lost while performing this step. Please bookmark or print this page for future reference.
   5. If you have followed these steps are still having Internet connection issues, use the AT&T Self-Support Tool to help you resolve the issue or continue with the additional steps, below.

ISSUE TYPE: Connection to the AT&T network is established, but computer is unable to surf (WIRED connection)

Symptoms

    * The "DSL"/"Sync" and "Internet" lights on front of your DSL modem will be in a solid green state.

      Note: It is normal for the "LAN" and "Wireless" lights to flash green when there is an active connection, and these lights will be off when there is no active connection to a computer.
    * Some computers on your home network may be able to surf, and others may not.
    * Computer(s) having connection issues may display a "page cannot be displayed" error in your web browser, or some other indication that you are not currently connected to the internet.

Steps to resolve

   1. Check the physical ethernet connection from the computer to the modem/router. If the connection is correct but the associated LAN light on the front of the modem and the light by the ethernet port on the back of the computer are OFF, try a different ethernet port on the modem/router (if available) and/or a different ethernet cable.
   2. Verify that the LAN connection on the computer is enabled.
   3. Clear the cache  (temporary internet files) in your web browser.
   4. Clear the cookies  in your web browser.
   5. Make sure you are running only one firewall , and consider temporarily disabling your firewall to see if it is causing the connection issue.
   6. Check your system for a virus or for spyware that could be depleting your system resources. Infected computers can generate network traffic without your knowledge and may cause slow surfing speeds. Run anti-virus and anti-spyware software regularly.


ISSUE TYPE: Connection to the AT&T network is established, but computer is unable to surf (WIRELESS connection)

Symptoms

    * The "DSL"/"Sync" and "Internet" lights on front of your DSL modem will be in a solid green state.

      Note: It is normal for the "LAN" and "Wireless" lights to flash green when there is an active connection, and these lights will be off when there is no active connection to a computer.
    * Some computers on your home network may be able to surf, and others may not.
    * Computer(s) having connection issues may display a "page cannot be displayed" error in your web browser, or some other indication that you are not currently connected to the internet.

 

Steps to resolve:


   1. Check the status of the wireless connection. If an active wireless connection exists, the Wireless light on the front of the modem/router should be ON or flashing. If the light is OFF, this indicates no wireless connection has been established.
   2. Verify that the Wireless LAN connection on the computer is enabled and indicates that you have connection to your wireless network. If unsure, follow these steps  to configure your wireless connection.
   3. If you have wireless security enabled on your router, make sure you have entered the appropriate credentials to connect to that secured wireless connection.
   4. Distance, interference, or obstructions can adversely affect your wireless signal. Follow these simple guidelines for optimal wireless network performance:
          * Place your wireless gateway/router in a central location in your home.
          * Set up your wireless gateway/router at least 3 feet away from other appliances that send wireless signals (e.g. microwave ovens, cordless phones, baby monitors).
          * Avoid physical obstructions (i.e., don't place the wireless gateway/router directly against a wall or within a cabinet)
   5. Clear the cache (temporary internet files) in your web browser
   6. Clear the cookies in your web browser
   7. Make sure you are running only one firewall, and consider temporarily disabling your firewall to see if it is causing the connection issue
   8. Check your system for a virus or for spyware that could be depleting your system resources. Infected computers can generate network traffic without your knowledge and may cause slow surfing speeds. Run anti-virus and anti-spyware software regularly.
 
If you have followed all of the steps outlined above (as per the issue, which you are experiencing) and you are still experiencing problems connecting to the internet, contact the AT&T eChat helpdesk.
If you are in 'AR, CA, CT, IL, IN, KS, MI, MO, NV, OH, OK, TX, & WI', you may use the link mentioned below to contact AT&T eChat.
https://pattta.att.motive.com/netagent/questionnaire_c2c_dsl_sw.aspx


Remember to always mark items that you find useful as "Accepted Solutions”, you can even mark multiple
posts
in a single thread.  This will help other users find this information too!!

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 25 of 102 (9,725 Views)
Employee

Re: connection problem with my macbook pro


Hi everyone,

Additional troubleshooting step that you could try is to change your WEP key to 128-bit encryption which has 26 characters instead of 64-bit encryption which has 10 characters. You will find the steps on how to change your WEP key by clicking on this link:

http://support.2wire.com/?page=view&article=60

Before changing your WEP key, you need to clear first the keychain in your MacBook so that it will ask for the new WEP once you try to connect again. For more information about a WEP key, please click here.

 

Also, you don't need to worry about the compatibility issue between your 2Wire gateway and the "wireless N" adapter in your MacBook Pro because the N adapter is designed to be backward compatible with our 2Wire gateways.

 

You may just contact our AT&T eChat help desk for further assistance in doing those steps above. If you are located in AL, FL, GA, KY, LA, MS, NC, SC, & TN, here is the link for AT&T eChat:

https://pattta.att.motive.com/netagent/questionnaire_c2c_dsl_se.aspx

 

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 26 of 102 (9,725 Views)
Tutor

Re: connection problem with my macbook pro

Has anyone tried and apple airport express or airport extreme router and ditching the 2wire? I see it works with both mac and pc's. That should be my next option, as we are still have connection issues on the macbook.
Message 27 of 102 (9,725 Views)
Mentor

Re: connection problem with my macbook pro

that would be a good idea! apple airport express or airport extreme router should work perfectly with your mac "n" adapter since they both came from the same manufacturer. compatibilty issues should be eliminated.

Message 28 of 102 (9,725 Views)
Teacher

Re: connection problem with my macbook pro

anyone fixed? and got no trouble? im getting tired of this connection thing..... i been a loyal att customer but thinking about changing to new sevice....
Message 29 of 102 (9,725 Views)
Employee

Re: connection problem with my macbook pro

Hello Hyun Cho,

I appreciate your patience and apologize for the inconvenience this has caused. 

If you have followed all of the steps outlined above (as per the issue, which you are experiencing) and you are still experiencing problems connecting to the internet, contact the AT&T eChat helpdesk.


If you are in 'AR, CA, CT, IL, IN, KS, MI, MO, NV, OH, OK, TX, & WI', you may use the link mentioned below to contact AT&T eChat.
https://pattta.att.motive.com/netagent/questionnaire_c2c_dsl_sw.aspx

Remember to always mark items that you find useful as "Accepted Solutions”, you can even mark multiple
posts
in a single thread.  This will help other users find this information too!!

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 30 of 102 (9,725 Views)