- edited 11-25-2019 8:32 AM by ATTCommunityTea
My Echo dot continuously loses its connection to Wi-Fi. Everything else on my Wi-Fi (laptop and phone) work perfectly fine. Whenever I reset my router or modem it connects just fine but then within 8-48 hours it loses the connection again and will not connect. I've been on the phone with amazon tech support several times and once we reset the router and it connects we end the call and then some hours later it loses its connection again so we never get to the base of the problem. We even looped in AT&T tech support on one of the calls and still nothing as all they did was remotely reset my modem and then when it connected they said great and ended the call. Then about a day later it disconnected again.
According to a thread i found on here apparently having the 2.4ghz and 5ghz connections named the same is the problem. But I tried renaming my 2.4 ghz connection and my echo dot has connected to it. Then just like an hour or so later it disconnected. All my other devices are still connected to the wifi.
Any suggestions would be awesome! Its so frustrating to buy something cool and not be able to use it!
Solved by: Go to Solution.
07-17-2018 6:15 PM
Arris provides a decent MAC filtering function which I've used. Whitelist/blacklist by radio band to control how devices connect. Probably not your problem but something to check. Good luck .
- edited 07-21-2018 8:22 AM
I have a Netgear router supplied by At&t. We have DSL (fiber not an option at my address). The routher has been replaced twice (with the same model?) due to my complaints of devices dropping connection constantly. The majority of our amazon devices (Fire TV, Echo, Kindles) as well as my google pixel phone constantly lose connection. My phone will reestablish connection easily, however the amazon devices are another story. For example, my Echo will reconnect if i unplug it and then plug it back in, but then after playing a song or two, it loses connection again. HELP! When I contact At&t customer service, I get NOWHERE. Should I purchase a new router? Should I demand a different router be supplied by At&t? My current settings are: Channel 11, Mode: Mixed 11b,11g,11n, Security: WPA2-PSK(AES). Thanks for any assistance you can offer.
08-09-2018 9:52 AM
Thanks, that's probably really helpful if you know what RG stands for. No luck yet searching Google. Wish you'd taken just 7 seconds more to help those of us who don't know what you mean
08-09-2018 11:44 AM
Hello, RG stands for residential gateway. It's the box supplied by AT&T that delivers services such as internet, TV, phone. Can be thought of as a combo modem and router. The router part allows connections to devices such as those from Amazon. These devices work best on 5GHz radio. This thread attempts to guide folks into making this setup work correctly.
08-09-2018 11:52 AM
You're quite welcome. BTW, solutions for making Amazon devices work correctly such as pinning a specific channel on 5GHz radio is not exclusive to AT&T internet. Other ISPs also need these tweaks as well.
08-09-2018 1:00 PM
I have had same problem for several years and as I tried to add various devices w/o success decided to join this forum. Several replies were helpful and solved problem for me.
A few changes need to be made to your residential gateway aka RG (Att modem/router/wifi). Open router controls by typing 192.168.1.254 into your browser address bar. Click on Local Network > WiFi. You will be asked to enter the device password which is on the serial number label on the side of the modem/router. The WiFi window will show the 5.0 and 2.4 GHz radio configurations. I suggest setting the channel for the 5.0 radio to 149 or above and save the change. Keep the pw and name for the 5.0 and 2.4 radios the same as suggested by the warning in red letters. I would also turn ON the Guest network and assign a name and pw to it then save the changes.
I found my Nest thermostats now connect and stay connected to the ATT network. Amazon Echo, Google Home and Ring devices at least at my house either wouldn’t connect or wouldn’t stay connected to the ATT network. I connected them to the Guest Network and they connected quickly, stay connected and reconnect when the power is cycled. Apparently the security/firewall or some other setting on the main 5.0 and 2.4 channels prevent these devices from communicating through the modem because they all “see” the network but won’t connect to it. I guess the Guest network is less secure and allows more devices to easily connect.
An ATT employee did not recommend using the Guest network in this manner but it is the only solution that has worked so far for me. What a frustrating journey it has been but hopefully I’m on to other puzzles and challenges. Good luck.
08-09-2018 6:11 PM
"The WiFi window will show the 5.0 and 2.4 GHz radio configurations. I suggest setting the channel for the 5.0 radio to 149 or above and save the change. Keep the pw and name for the 5.0 and 2.4 radios the same as suggested by the warning in red letters. I would also turn ON the Guest network and assign a name and pw to it then save the changes."
I do not have these options with my RG. Help!
08-10-2018 9:20 AM
09-20-2018 7:35 AM
Amazon told me that the echo dot is not compatible with my router from AT&T. My 3 fire tablets also will not connect. All 4 products are well over 2 years old, so I can't return them and now they're completely worthless. All products did connect to the WIFI once upon a time.I have 4 phones, Ipad, Firestick, and laptop that all will connect to the WIFI with the same router. All products did connect to the WIFI once upon a time. I've stayed on the phone over an hr with AT&T while they changed settings and checked everything on my router, nothing helped. So frustrating!!!!
09-20-2018 1:03 PM
Did you ever see the poster where it shows building a railroad from opposite ends but when the tracks meet, they are off by their own width? That's what you're dealing with here. And what's truly mind numbing is that after all these years, tech support from both ends are unable to advise customers. Here's how to make it work.
From a web browser while connected to Ethernet or WiFi of your residential gateway, navigate to 192.168.1.254
Click Home Network and then select WiFi.
Click the radio button or selector to choose 5GHz.
Set the channel to 149. Any value from 149 to 161 will work.
Your Amazon devices should connect to your network on their own. Worst case is you need to restart them They will perform better connected to the 5GHz radio.
As a precautionary and preliminary step, you could start the process by factory resetting your modem/router/gateway. Accomplished by pressing the red button in back for more than 10 seconds.
I'm going out a bit on a limb as I didn't ask you what make model of RG you have, but chances are good you have one of the 3 newer ones and in their default state will cause havoc with Amazon devices.
09-20-2018 1:09 PM
Thank you for your reply!! I will try this when I'm home, but if I'm not mistaken my router only has the 2.5GHz option.
- edited 09-20-2018 1:14 PM
Not sure what tier of service you have there, but it would be best to have a BGW210, NVG599, or 5268AC. These are the latest RGs available and I list them in order of preference. If you're using your devices to do video streaming, it will work better on 5GHz.