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2Wire router not connecting to Internet

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2Wire router not connecting to Internet

 

2Wire 3801HGV-B & 3800HGV-B

 

Wired Connection

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No Internet Connectivity

You may have ended up here if you were searching why you are not able to connect to the Internet at home or were surfing and suddenly lost connectivity. Thankfully you had an alternate source to use a temporary Internet connection while you get help. Here you will find some common solutions to get you back in service. First, let’s find out where to start.

Take a look at your U-verse gateway and check if your Broadband light is lit green. If it is, you can be assured there are no faults with your signal wiring and you can move on to troubleshoot other things like a wireless connection, equipment issues, or specific settings that may be causing your service interruption. For these issues, check the sections below. If the Broadband light is lit red, check the Wired Connection section of this content.

Watch Installation  video

Meaning of front LED lights 

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Red Blinking Broadband light?

Disconnect and reconnect the VDSL cable, this is usually the green Cat5 or phone cable that connects from the green port on the gateway to the phone jack on the wall. In some cases you may have a Coax connection and you can check if the metal fitting is fully tightened on both the gateway and the wall connection. You may need to replace the cables if any sign of damage is present on the wire or the connectors. Keep this in mind, the connection on the wall leads to the side of your home where some trouble may exist.

Restart the gateway. This can be done by unplugging the power connection behind the gateway for about 15 seconds. Plug back in and wait for the broadband light to go green, this can take 2-5 minutes.

Red Service light?               

Factory Reset the gateway. This can be done by locating the small red button on the lower rear of the gateway and depressing for 15 seconds or more. Keep in mind this will return all gateway settings to a default state and will cause you to lose any custom WiFi passwords, SSID, Static IP, and Port Forwarding rules. A screenshot of your settings or taking notes is recommended prior to taking this step. If you still have trouble, check the ATTU-verseCare section to get more help.

 

Wireless Connection

 

Popular Solutions

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WiFi
If it’s your first time connecting to the wireless network for your gateway you will need to locate the Wireless Network Key shown above to help you complete the connection. Check out the detailed instructions offered in the video for more help.

Connect to WiFi video

Solve WiFi issues video

Change WiFi Channels 

Many have been helped using these solutions

We located some popular conversations that are helping our customers get back in service right away. Try these solutions and let us know how they worked out for you or if you still need help.

Issues with Wired devices 

Internet Drops Constantly 

Too much WiFi activity 

Slow Internet Speed video

Check Internet Speed 

 

ATTU-verseCare


Exhausted the help options and still having trouble?
Sometimes the source of trouble is not so obvious and further testing and monitoring is needed to locate the issue and have it repaired. For this, the ATTU-verseCare team can help. Just send us a private message by clicking on the link and provide us the details of your issue. Don’t forget to include your account information such as the account number, name on the account, and a current callback number to be able to help.

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

*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 topic author Community Support
Accepted by ATTU-verseCare
‎09-30-2015 1:39 AM

Re: 2Wire router not connecting to Internet

 

For more helpful information to restore your service please visit
Troubleshooting wired AT&T High Speed Internet connections

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

*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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