Keep getting BAD 2wire 3600HGV modems

Keep getting BAD 2wire 3600HGV modems

Have tried 4 modems. 3 of them have the same power issues. They just died suddenly and the power light won't be on anymore. The power adaptors are good though. They have been connected both to wall outlet directly or through a surge protector. One thing I found is that if I connect the died modems to power outlet for a long time (such as overnight), the power light will finally turn back on, but the wireless will have ~0 signal afterwards. So far the 4th modem has no power issues, but the wireless signal is significantly weaker than the other 3.

 

I am just wondering if anyone else has similar experience? (So far, I have found one previous post with exactly the same problem).

Message 1 of 23 (14,103 Views)
Expert

Re: Keep getting BAD 2wire 3600HGV modems

Send Alex a PM he is an ATT Community Manager on the forum.  He will get you to the right person/dept to get that issue resolved.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

Message 2 of 23 (14,093 Views)

Re: Keep getting BAD 2wire 3600HGV modems

thanks for the info
Message 3 of 23 (14,069 Views)

Re: Keep getting BAD 2wire 3600HGV modems

I just received a self install kit and hooked up my 3600 HGV last night.  It lasted less than 24 hours before it failed the same way you described.  Before it failed, the service light would go out and the broadband light would flash red, go steady green and then the router would operate normally for several minutes before repeating the cycle.  After disconnecting and reconnecting the power supply, the gateway now works if it's wired to the ethernet port on my computer, but the wifi is dead. 

 

Needless to say, I'm less than impressed after having rock solid ATT DSL for years.  I'll call for service in the morning. 

Message 4 of 23 (13,967 Views)
A2J
Contributor

Re: Keep getting BAD 2wire 3600HGV modems

Today I received my 3rd 3600HGV (I have had service less than 60 days).  The first replacement was from neither the ethernet nor the wifi working, had a 50 minute call to support, a tech came out, did the troubleshooting, just gave us a router he had in the truck since we had service less than 30 days.  It worked great for 2-3 weeks, and while we were watching a streaming tv episode, it quit working.  This 2nd time the ethernet worked, but wifi only worked if a device was within 6-12 inches of router, due to VERY poor wifi signal.  Three calls to support later (in one day)... Today when I got #3, it worked literally about 3-5 seconds (with EXCELLENT signal), power cycled itself twice.  When it finally came back up, it is now performing exactly the same as the last one ( unable to use wifi outside of a 1 foot range.  I have tried everything (changing channels, etc), have no other devices (no home phones, etc.) that could be interfering.  I just can't keep doing this, the wifi part is critical for our needs.  If anyone has any suggestions, I would welcome them.

Message 5 of 23 (13,863 Views)

Re: Keep getting BAD 2wire 3600HGV modems

[ Edited ]

This very same issue happened to me!!

 

I woke up and there was no power to it at all...I tried numerous outlets and nothing, then plugged it back into my surge strip and I heard a little spark and smelled a little burning.

 

The wired worked just fine...

The wireless, well the signal was so weak the laptop had to be right next to the router to pick up any signal at all.

 

They are sending a tech out today to check it out

Message 6 of 23 (13,818 Views)
Contributor

Re: Keep getting BAD 2wire 3600HGV modems

I have had the same experience.  Original 2Wire 3600 went up and down rebooted about 4 times a day.  It seemed to get better, however, the replacement modem arrived so I sent it back as agreed upon.  The replacement one lasted two days and in the middle of watching a video it totally died.  Not a light on it after that.  I am waiting for ATT Tech to arrive in about one hour with another replacement.  I will see how long that lasts.  It seems like this equipment should be more reliable. Where I moved from recently supplied a DSL modem only and I supplied the wireless router.  It never went down in the entire 6 months I had the service.

Message 7 of 23 (13,791 Views)
Contributor

Re: Keep getting BAD 2wire 3600HGV modems

I got exactly the same problem. Two weeks ago my 1st 3600HGV modem was suddenly dead (no lights or any activity) after few weeks of working. I called ATT and had to painfully wait for 5 days (no internet) to get the replacement modem. This week I installed the 2nd 3600HGV modem and it worked fine for 3-4 days. However, last night the WIFI signal of this modem suddenly became very very weak and I guessed its usable signal was only ~3 feet (yes I felt terrified to say it is feet). I definitely have lost the WIFI signal and confidence in this 3600HGV crab. Tonight I will call to see how ATT handle this and I really hope I can get another GOOD replacement.

Message 8 of 23 (13,731 Views)

Re: Keep getting BAD 2wire 3600HGV modems

I think i have found the solution ot the problem, and it turns out it might not be the RG  itself. If any of you are plugging the RG in to a surge protector, it  is causing permanent damage to it. The reason for this is because the RG already has a surge protector, so double-backing surge protectors  will deprive the modem of the power it needs, therefore causing permanent damage. This might not be the case for some of you, but i believe it is a solution because i have seen this problem go unsolved many times before, and i haven't seen a problem with my RG since i plugged it directly into the wall.

 

In short, plug the RG in directly into the wall, not into a surge protector, and hopefully you wont have any problems.

 

Hope this helps!

Message 9 of 23 (13,726 Views)
Highlighted
Contributor

Re: Keep getting BAD 2wire 3600HGV modems

This is the follow up after technicians came to my house and tried to solve my 3600HGV router’s weak WIFI problem.

 

Last Saturday technician#1 came. This guy was not very polite at all time and assumed to know everything. I asked him if he needed to check the router first but instead he mentioned the wire and house jack might cause the problem. After some checking, he told me I should have had used the filter provided by ATT and then attached a filter to the house jack (which already contained a filter). But the problem still existed and so he went outside of my house to check. After 20 minutes he was back and told me the problem might be outside as the road was dirty and he needed somebody to clean up. I was so confused as I never heard that the road outside was dirty and specifically made my router WIFI signal very weak. He told me he was a specialist and knew what to do and called a worker to do cleaning tomorrow. He tested to make sure my phone still working before leaving. However, once he was gone, I found out that my computer’s wired connection was also gone and my router’s internet light was blinking red. I called ATT to complain the issue. What I meant was if you needed to wait for the road cleaning, it was fine but you had to let me know and don’ shut down my wired connection immediately. Anyway I suffered from another day totally without any internet connection.

  

The next day a different technician#2 came in the afternoon after somebody supposedly cleaned up the road in the morning. After I explained the whole situation, he started to check my wired connection again first. Once he saw the filter attaching to the wall jack which already contained a filter inside, he said that might be a problem as it was double filters. After checking, he told me the wall filter was not working anymore and there was a charge for fixing. I explained to him it was working fine yesterday before technician#1 checked it. It was also the first technician who put on an additional filter to the jack and you just mentioned this might be a problem. We had some conversations and this guy threatened to leave if we did not agree the charge. I wanted to call ATT to clarify but this guy also threatened to leave if I called. I was so frustrated but finally gave up as he was the only guy to help and I might be able to dispute the charge later (I have to find out). After he changed the filter, my computer’s wired activity restored. I tested my WIFI but the same issue existed-- only good WIFI very close to the router but no signal few feet away. However, very surprisingly, this technician looked at his Iphone and kept saying WIFI was very good even far away and kept cheering bars, bars, bars! While I was so confused, I looked at his Iphone to find out what was going on. Ridiculously I found out he was actually looking at his own 3G signal instead but not the WIFI signal from my router. I think this is really a joke I can keep talking about for 20-30 years later. At last he had no choice and went back to his car to bring me a new router. I kept reminding him if I could get a different model as I totally lost my confidence in this 3600HGV crab. Later he was back with a 3800 model for me to try. After he swapped the router, everything including the WIFI was in good shape. On one hand, I was very happy to get back my WIFI. On the other hand, I was still very upset as I spent so much time and efforts to talk to ATT supports and “super-intelligent” technicians, suffered days of no internet activity, and might also end up paying some ridiculous charge.

 

This is really one of the most horrible experiences I have ever had in recent years. I’m sure if I don’t know anything, I could be a fool. These technicians said totally opposite things. One said to add a filter and the other said not to use it. One said the problem was outside and needed cleaning. The other said the problem was internal and it was the filter problem. Eventually it was found out the problem was from the router itself as I mentioned this at the very beginning. Another terrible feeling was a technician could go away without fixing your problem if you did not agree the fixing charge or if you dared to make a call. What I asked for was just to solve my WIF problem. I really don’t understand why it turned out my wall filter needed to be fixed and I had to pay for the fixing too. Believe it or not, this really happened to me in the US. Good luck to other ATT customers and have a nice day.

Message 10 of 23 (13,586 Views)
Contributor

Re: Keep getting BAD 2wire 3600HGV modems

Have had to replace one after a month but new one has bad wifi reception. It has to be the box because the first one had excellent reception. My question would be does ATT know this is a common problem with the 3600hgv?

Message 11 of 23 (9,954 Views)
Expert

Re: Keep getting BAD 2wire 3600HGV modems


rlooney5 wrote:

Have had to replace one after a month but new one has bad wifi reception. It has to be the box because the first one had excellent reception. My question would be does ATT know this is a common problem with the 3600hgv?


If you still have a bad or malfunctioning RG send a PM to AT&T Customer Care they are an escalation team who can get you the results you want. 

Message 12 of 23 (9,933 Views)
Contributor

Re: Keep getting BAD 2wire 3600HGV modems

I am glad I am not the only one. I am on my 4th one too and I have 2 in which I have returned and still owed for. They told me it takes 4-6 weeks for them to process the return. Meanwhile I have statement in the mail for over $200. Wireless is always the problem for the 3600.
Message 13 of 23 (9,785 Views)
Contributor

Re: Keep getting BAD 2wire 3600HGV modems

I was forced to switch from my traditional dsl to uverse.  I have had the uverse for 3 days.  Yesterday a tech came out to get it working, 1 hour after he left the box did what yours did.  Today a tech brought a new modem.  Same thing, within the hour.  Now I have a tech coming out tomorrow morning to bring another one which will probably do the same thing.  There is a distinct burning smell when the wireless quits working.  Can it be power surges over the phone line?  Power surges from the power supply?  Obviously a few people havent had problems,  seems like a lot have though.

Message 14 of 23 (9,563 Views)
Community Support

Re: Keep getting BAD 2wire 3600HGV modems

Hi smythp67,

 

I sent you a private message, get back to me when  you can.

 

ATTChrisZ

AT&T Customer Care

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