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Having Trouble With Your Internet or Wi-Fi? (Wi-Fi 101)

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Having Trouble With Your Internet or Wi-Fi? (Wi-Fi 101)

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If you have blinking red lights on your router, see this article for more troubleshooting steps.

 

If you stream or download, check out this article for tips to improve performance. 

 

 

It’s important to identify potential issues that may be causing your Wi-Fi to be slow and intermittent. Here are some simple suggestions to consider when you run into issues with your Wi-Fi:

  • Are there other electronic devices near your router?
    • Provide at least 3’ of separation from other electronics and appliances for less interference.
  • How is your router connected to the power source? Is it connected to a power-strip, directly to the wall outlet, a battery back-up unit, a GFCI outlet…?
    • Plug your router directly to a non-GFCI wall outlet to help isolate potential power issues.
  • Where is the router located in home? Is it in the basement, a cabinet, on the floor…?
    • Place the router in an open space so it can stay cool. Be sure to keep the router elevated off the ground.


You may need to Factory Reset your router after making changes to the environment. Find out more information on How to Restart and Factory Reset your Router here.

 

 

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If still having issues after arranging your router environment, you may need to run a Speed Test to determine whether the issue is with your wireless environment or your equipment connection.

  • It’s common to assume that your Wi-Fi and Wired (Ethernet) speeds would be equal, but because wired connections are less prone to interference, the wired speeds will always be the more stable and reliable internet connection.

This test measures the speed between your computer and the internet and can help determine if you should take steps to improve performance.

 

 

Test your internet speed with only one wired device connected to your router to establish the baseline internet speed. Is the speed test result in line with your subscribed service?

  • If yes, then test the speed with only 1 device connected to the router wirelessly (Wi-Fi). If there is a big difference, then wireless connection is the issue. Proceed to section 3.
  • If no, and your hard wired is either as slow as the wireless connection, or isn’t in line with your subscribed service, then you can proceed to login to the myAT&T app to further diagnose the issue using the Fix it now! Support tools.


Go here for more information about How to check your Internet Speed or Visit att.com/speedtest to run your speed test today. For more information about internet latency, check out this article on Understanding Ping and Traceroute

 

 

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After going through resets/speed test, and Wi-Fi has been identified as the issue, you may want to consider changing your Wi-Fi channel. Get more information on How to change your wireless channel on an NVG and on a 2Wire/Pace gateway. 

 

  • Wi-Fi can be broadcasted on different channels and issues may occur when everyone is on or near the same channel. By changing the Wi-Fi channel you will help reduce the interference from other networks in range (e.g. neighbor’s Wi-Fi).
  • You may need to do some trial and error to find a good Wi-Fi channel, since it depends on how congested a channel is and how much electromagnetic noise there is for the local area.

 

 

-ATTU-verseCare

AT&T Customer Care

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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.
346,764 Views
Message 1 of 45
Administrator

Re: Fustrated with the same Problem no resolution

Hi @portiz,

 

Sorry to read of the trouble you are having. We have a few questions that will give us an idea of what needs to be done.

 

Does the modem ever blink red?

What is around the modem? Electronics? Speakers?

What is around the Wi-Fi box? Speakers?

Is the modem plugged into a surge protector and power strips?

Is the wireless receiver plugged into a surge protector and power strips?

 

-ATTU-verseCare


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 31 of 45
Tutor

cell fone log on

Since I have had the AT&T uverse internet I have to keep logging on from my cell phone.  I have to keep watching when using my phone to see if I'm using 4G.  Didn't have this problem when I had the DSL modem.  Anybody know why this keeps happening?  Another Nuisance with this Uverse.

Message 32 of 45
Contributor

Uverse Internet Constant Intermittent Connectivity Problem, issue persists after troubleshooting

I have had AT&T DSL service for about 15 years or more. Uverse internet and phone were installed at my residence yesterday (1/3/2017). Since the Uverse installation I have experienced a CONSTANT INTERMITTENT CONNECTIVITY issue with my desktop. I did not have this connectivity issues with AT&T DSL and the desktop was also connected with ethernet cable at that time. The connectivity problem started from the beginning with the Uverse install and has not stopped no matter what I do to resolve it.

I have done the following: restarted the desktop numerous times, replaced the ethernet cable with a new one, moved the cable to different ports on the modem, made sure desktop and drivers are updated. As I said, I never had this problem with the AT&T DSL. Wifi appears to be working fine. No issues with streaming TV on Amazon Prime or recieving data on my iphone through wifi.

Does anyone have a solution to this CONSTANT INTERMITTENT CONNECTIVITY PROBLEM? Thank you! 

Message 33 of 45
Contributor

Re: Fustrated with the same Problem no resolution

The problem was corrected by ATT technician who found some crossed wires by previous technician. My problem is how difficult it is when calling ATT and explaining to someone that you have already done all that they are asking and they don't understand you nor want to just send a technician. I get better responses with the Chat window.

Pablo
Message 34 of 45
Administrator

Re: Uverse Internet Constant Intermittent Connectivity Problem, issue persists after troubleshooting

Hi @GoodGovernment,

 

Sorry to read of the trouble you are having. Wi-Fi working is a good sign but if you are not on Wi-Fi all the time, you may be experiecing drops there as well. When you lose connection on the PC, does the modem blink red?

 

-ATTU-verseCare


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 35 of 45
Contributor

Re: Uverse Internet Constant Intermittent Connectivity Problem, issue persists after troubleshooting

 Thank you for responding.

No. All lights have remained green on the modem. I have now taken the ethernet cable out and put my desktop on wi fi. The signal is steady with no problems. This tells me that the problem is probably not with my computer or Windows 10 (as the AT&T support agent suggested when I called yesterday), but probably with the ports or something else on the modem. As I said before, I was previously on DSL that was connected with an ethernet cable and never had this issue. An AT&T tech I ran into yesterday gave me a new cable and I tried that in port 1 and 2 with no success.I guess I should try the other ports on the modem? 

Message 36 of 45
Contributor

Very slow fiber optic Internet

Over a year ago in rural NWGA an AT&T contracted sales rep came and sold us on the newly run fiber optic in our area. We chose the 18mbps plan, but only get this speed between 10-15% of the time. Usually it's less than 2mbps. A tech came out and ironically that was the day it ran well. When I have called tech support they tell me they are doing upgrades in the area. I'm very unsatisfied. Any suggestions will be helpful. I have walked through the web help instructions multiple times with no success. No restarts or resets help.
Message 37 of 45
Highlighted
Contributor

Re: Troubleshoot your Router & Wi-Fi 101

Hey, ya my uverse for internet only was working fine last nite, woke up today and service button was lit red, I unplugged plugged it back in several times, also reset it a couple times. Now service light doesn't light up at all and broadband light is flashing red, my name is Jacob C , my act number is: [edited for privacy – please do not post personal information], I'm living in Amarillo Texas, my number is  , call anytime please help me fix this issue, thank you

Message 38 of 45
Contributor

Laptop wont connect.

It keeps telling me there is no internet when i try to connect my laptop to my wifi. None of my other devices have any problems just my new laptop. What should I do?

Message 39 of 45
Contributor

Re: Troubleshoot your Router & Wi-Fi 101

I can't log onto the internet I have data and technical support can't find no reason y

Message 40 of 45
ACE - Expert

Re: Troubleshoot your Router & Wi-Fi 101

@Rachal1990, I'd suggest you create your own topic (Question) with some more details about your symptoms and attempted resolutions and maybe we can help figure it out.

 

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 41 of 45
Contributor

Re: Troubleshoot your Router & Wi-Fi 101

We have Netflix and other programs.  The tv won't connect or drops out when we can connect.  Our router is located in a different room than the tv. I have rebooted the router several times with no effect. Do we need a booster? 

Message 42 of 45
ACE - Expert

Re: Troubleshoot your Router & Wi-Fi 101


@Gendarme wrote:

We have Netflix and other programs.  The tv won't connect or drops out when we can connect.  Our router is located in a different room than the tv. I have rebooted the router several times with no effect. Do we need a booster? 


Wi-Fi signal strength is dependent on many things.  What kind of client device are you using with your TV (or are you using a Netflix client built-in to a smart TV)?  How far away is the Wi-Fi router from the client device?  Does your phone show a strong Wi-Fi signal there?  Is there something between (a Microwave, Refrigerator, Air Conditioner)?

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 43 of 45
Contributor

Re: Troubleshoot your Router & Wi-Fi 101

I live in a 100 year old house with plaster walls.   The first three months the internet service worked perfectly.  Since then, not so much.  Television skips, jumps, and disconnects intermittently.  I reset and wireless almost always connects quickly.  The internet icon revolves and then give a big   X!  I usually try resetting the Roku device first, then after several attempts I go and reset the router.  Sometimes this is a fix, sometimes it is not.  There are times I simply can not connect.   I've had two different ATT service techs. come out.  The first moved my router into the same room as the television.  ATT checks showed everything working perfectly.  They weren't.  After three more weeks of frustration another tech comes out.  ATT checks were perfect.  Tech replaces router and moves it to center of our home.  Still intermittent outages. 

 

Before all the above I had tried a Netgear extender with little, if any, improvements.  This was mainly for my laptop/desktop located on the other side of my home.  As with the TV, wireless seems OK but advises no internet.  Sometimes I have extremely slow service.  Other times it smokes and works perfectly.

 

The second techs last advice was to buy a Linksys AC3200 router as he felt the plaster walls may be affecting our connection.  I've not gone that route yet and the tech no longer answers my requests/questions. 

 

I am seeking advice.  I switched to ATT because Comcast was such a pain, but I at least had better service from them.  What to do?  

Message 44 of 45
ACE - Expert

Re: Troubleshoot your Router & Wi-Fi 101

@GMRobbins , the first task is to figure out whether your problem resolves around the Internet service to the gateway, or the Wi-Fi functionality between the gateway and your client device.  If there's a underlying problem with your Internet connection, all the Wi-Fi extenders are a waste of time.  It is likely the Wi-Fi, but first make sure.  If at all possible, have some laptop/computer connected to the Gateway via Ethernet cable.  When you're having an issue where your Wi-Fi devices are showing no Internet connection, check the wired PC.  If it's not working, Wi-Fi isn't the problem then.  If it is working, then yes, at that time Wi-Fi is the problem.

If you've determined it is a Wi-Fi problem, then the best recommendation is to get an additional access point or a Mesh system that can be wired to the Gateway via Ethernet.  Usually the Gateways have crappy Wi-Fi, and if you're using an extender to overcome that, it's still having to deal with the Gateway's crappy Wi-Fi to communicate.

 

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 45 of 45
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