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Posted Jun 22, 2012
5:10:02 PM
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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).

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).

Keep getting BAD 2wire 3600HGV modems

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Jun 22, 2012 5:25:10 PM
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ACE - Expert

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

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

*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.

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Jun 23, 2012 2:02:17 PM
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thanks for the info
thanks for the info

Re: Keep getting BAD 2wire 3600HGV modems

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Jul 4, 2012 11:37:19 PM
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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. 

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. 

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Jul 11, 2012 5:54:26 PM
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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.

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.

Re: Keep getting BAD 2wire 3600HGV modems

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Jul 13, 2012 6:32:18 AM
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Edited by Ravenous26 on Jul 13, 2012 at 6:43:52 AM

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

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

Re: Keep getting BAD 2wire 3600HGV modems

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Jul 13, 2012 6:53:45 PM
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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.

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.

Re: Keep getting BAD 2wire 3600HGV modems

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Jul 20, 2012 10:31:32 AM
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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.

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.

Re: Keep getting BAD 2wire 3600HGV modems

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Jul 20, 2012 11:15:59 PM
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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!

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!

Re: Keep getting BAD 2wire 3600HGV modems

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Jul 31, 2012 4:45:02 PM
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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.

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.

Re: Keep getting BAD 2wire 3600HGV modems

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Dec 8, 2012 10:01:02 AM
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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?

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?

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Dec 8, 2012 1:47:36 PM
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ACE - Expert

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. 


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. 

*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.

Re: Keep getting BAD 2wire 3600HGV modems

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Dec 11, 2012 1:50:41 AM
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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.
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.

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Dec 16, 2012 11:39:38 AM
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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.

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.

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Dec 17, 2012 11:33:00 AM
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Community Support

Hi smythp67,

 

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

 

ATTChrisZ

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

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Hi smythp67,

 

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

 

ATTChrisZ

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Follow us on: Twitter @ATTCustomerCare • FaceBook AT&T • YouTube AT&T

Re: Keep getting BAD 2wire 3600HGV modems

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Dec 23, 2012 10:08:41 PM
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I have a wireless problem and have sent back 2 modems already. I've talked to techs 3 times and they are not helpful like above. I don't want to go through this long hour process again where they tell me it's my line error when everything worked fine before.

I have a wireless problem and have sent back 2 modems already. I've talked to techs 3 times and they are not helpful like above. I don't want to go through this long hour process again where they tell me it's my line error when everything worked fine before.

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Feb 1, 2013 2:34:30 PM
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It seems that I'm now in this loop as well.

 

My first 3600HGV fried like others mention: I was watching a video, my connection dropped and didn't return. I went and looked at the device and no lights were on-but the power brick was lit up. Nothing was hot, nothing was smelling burnt. It refused to power up, until I let it sit unpowered for several minutes. WHen it came back online, it popped, sparked and smoked-but all lights came on and I had a wireless connection again. THe connection was flaky, though, and while weak it was usable. I got the HGV in November, so it's barely 3 months.

 

I called and had a replacement sent out, and within 24 hours had the wireless radio take a dump again. It didn't do the weird power thing, though. I lost my connection and went to look at it (expecting the same situation as last time), and instead just saw the wireless light out. I got technical support on the phone again and had to go through the process again...this time I had to have a technician come out and they won't be here until tomorrow.

 

I don't understand why Technicians are required for what seem to be KNOWN ISSUES with this device. ATT required that I purchase this device for $120 and it lasts between 24 hours and 3 months. My old Speedstream DSL modems would last years without failure. 

 

Is there a different piece of hardware U-Verse Internet customers can use? I'd love to get the equivalent of a Speedstream U-Verse modem in my house. Then I can worry about maintaining my own Router and Firewall and I can be responsible for breakdowns. Having to wait 24-72 hours for service or replacements is burdensome and I won't put up with it much more.

 

I'll update this thread after my visit tomorrow. I'm sure it will be interesting...

It seems that I'm now in this loop as well.

 

My first 3600HGV fried like others mention: I was watching a video, my connection dropped and didn't return. I went and looked at the device and no lights were on-but the power brick was lit up. Nothing was hot, nothing was smelling burnt. It refused to power up, until I let it sit unpowered for several minutes. WHen it came back online, it popped, sparked and smoked-but all lights came on and I had a wireless connection again. THe connection was flaky, though, and while weak it was usable. I got the HGV in November, so it's barely 3 months.

 

I called and had a replacement sent out, and within 24 hours had the wireless radio take a dump again. It didn't do the weird power thing, though. I lost my connection and went to look at it (expecting the same situation as last time), and instead just saw the wireless light out. I got technical support on the phone again and had to go through the process again...this time I had to have a technician come out and they won't be here until tomorrow.

 

I don't understand why Technicians are required for what seem to be KNOWN ISSUES with this device. ATT required that I purchase this device for $120 and it lasts between 24 hours and 3 months. My old Speedstream DSL modems would last years without failure. 

 

Is there a different piece of hardware U-Verse Internet customers can use? I'd love to get the equivalent of a Speedstream U-Verse modem in my house. Then I can worry about maintaining my own Router and Firewall and I can be responsible for breakdowns. Having to wait 24-72 hours for service or replacements is burdensome and I won't put up with it much more.

 

I'll update this thread after my visit tomorrow. I'm sure it will be interesting...

Re: Keep getting BAD 2wire 3600HGV modems

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Feb 2, 2013 10:14:26 AM
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Edited by Phil-101 on Feb 2, 2013 at 2:06:58 PM

The technician came out and asked me "So what seems to be the problem with your service"? I said "nothing, the service is fine. It's that P O S right there"-and pointed at the 3600HGV. He laughed, agreed with my estimation of the quality of the hardware, walked outside without another word and replaced the unit with a 3801.

 

According to my technician, he replaces the 3600 when he's at a location, even if it's not what he's there for.

 

I'm pleased with the resolution, but ATT, [what] is up with the 3600GHV? Your users know it's not a good piece of hardware. Your technicians know it's not a good piece of hardware. Why keep sending them out to customers?

 

[Edited to comply with Guidelines]

The technician came out and asked me "So what seems to be the problem with your service"? I said "nothing, the service is fine. It's that P O S right there"-and pointed at the 3600HGV. He laughed, agreed with my estimation of the quality of the hardware, walked outside without another word and replaced the unit with a 3801.

 

According to my technician, he replaces the 3600 when he's at a location, even if it's not what he's there for.

 

I'm pleased with the resolution, but ATT, [what] is up with the 3600GHV? Your users know it's not a good piece of hardware. Your technicians know it's not a good piece of hardware. Why keep sending them out to customers?

 

[Edited to comply with Guidelines]

Re: Keep getting BAD 2wire 3600HGV modems

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     It's interesting reading the posts about bad 3600HGV's in self install kits. I moved from DSL to Uverse in January of 2012. I had a not so good set up experience. Mine was scheduled for 7:00 pm in the evening. I get everything set up ready to go, power the 3600HGV up, hear the internal relays clicking on an off, and then to my surprise see a little puff of smoke come out through the vent holes. I'm a technically experienced individual and it was a burnt semiconductor smell. I like to blame myself first so I checked all connections, they were correct. Next I call for assistance, of course against my better judgment I submit to the usual rigmarole. Naturally its most likely operator error for the failure so a tech will be out the next day to resolve this. Being the technically competent person I am I get my hands on a 3800HGV-B with in the hour. I reset the 3800, plug everything in and viola all the magic happens I have a working connection! The next day the ATT tech calls before his visit, we have a short discussion. I convey the fact I resolved my problem, and that the stinky 3600HGV brick with “Made in CHENA” stamped on it was the problem- not me. No need for his help, case closed. I threw the 3600 back in it's box and forgot about it.

    As I was cleaning my work area out in my basement the other day I pulled the 3600 out of it's coffin and laughed. Then I googled to see if anyone else had this problem. You know when I had my problem tech support had never heard of a smoking 3600HGV before. Being a little over a year since I was shanghaied (ha ha) I was surprised I wasn't the only one that had this wonderful experience. Once again I googled on how to pop the bonnet on the 3600 to take a look around. To my surprise D1012 looked a little crispy. I get the power supply out apply power and D1012 starts to smoke. I pull power and laughed cause D1012 had finally completed its dance with death and better yet I have video recorded this for all the non-believers. Wow burn in was done at my house, tested product my arsh! Now I think back about the last year and about 3 other foreign made electronic devices I have gotten that have puked right out of the box or died prematurely. Now I'm getting frustrated because when you seek assistance, reimbursement, or even a “I'm sorry” it's evident they got your money and you got hosed and resolution will be a painful experience. I feel better now letting all the others know what that funny smell was that accompanied the loss of service. I have no bone to pick with ATT as fas as the internet service goes. It does what it says and has been robust(except for the 3600HGV) and trustworthy. Kudos to all of the hard working Americans that make that possible. I have nothing but absolute disdain for the imported crap that we are forced to live and die with because it makes the bottom line happy. Confucius once said “Good food not cheap, cheap food not good” or was it “Good product not cheap, cheap product, big margin, victimized customer”.

 

 

     It's interesting reading the posts about bad 3600HGV's in self install kits. I moved from DSL to Uverse in January of 2012. I had a not so good set up experience. Mine was scheduled for 7:00 pm in the evening. I get everything set up ready to go, power the 3600HGV up, hear the internal relays clicking on an off, and then to my surprise see a little puff of smoke come out through the vent holes. I'm a technically experienced individual and it was a burnt semiconductor smell. I like to blame myself first so I checked all connections, they were correct. Next I call for assistance, of course against my better judgment I submit to the usual rigmarole. Naturally its most likely operator error for the failure so a tech will be out the next day to resolve this. Being the technically competent person I am I get my hands on a 3800HGV-B with in the hour. I reset the 3800, plug everything in and viola all the magic happens I have a working connection! The next day the ATT tech calls before his visit, we have a short discussion. I convey the fact I resolved my problem, and that the stinky 3600HGV brick with “Made in CHENA” stamped on it was the problem- not me. No need for his help, case closed. I threw the 3600 back in it's box and forgot about it.

    As I was cleaning my work area out in my basement the other day I pulled the 3600 out of it's coffin and laughed. Then I googled to see if anyone else had this problem. You know when I had my problem tech support had never heard of a smoking 3600HGV before. Being a little over a year since I was shanghaied (ha ha) I was surprised I wasn't the only one that had this wonderful experience. Once again I googled on how to pop the bonnet on the 3600 to take a look around. To my surprise D1012 looked a little crispy. I get the power supply out apply power and D1012 starts to smoke. I pull power and laughed cause D1012 had finally completed its dance with death and better yet I have video recorded this for all the non-believers. Wow burn in was done at my house, tested product my arsh! Now I think back about the last year and about 3 other foreign made electronic devices I have gotten that have puked right out of the box or died prematurely. Now I'm getting frustrated because when you seek assistance, reimbursement, or even a “I'm sorry” it's evident they got your money and you got hosed and resolution will be a painful experience. I feel better now letting all the others know what that funny smell was that accompanied the loss of service. I have no bone to pick with ATT as fas as the internet service goes. It does what it says and has been robust(except for the 3600HGV) and trustworthy. Kudos to all of the hard working Americans that make that possible. I have nothing but absolute disdain for the imported crap that we are forced to live and die with because it makes the bottom line happy. Confucius once said “Good food not cheap, cheap food not good” or was it “Good product not cheap, cheap product, big margin, victimized customer”.

 

 

Re: Keep getting BAD 2wire 3600HGV modems

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Mar 1, 2013 9:50:11 AM
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dwezal,

Thanks for sending us a PM.  I have notified one of our Social Media Managers and they will be in contact with you soon.

 

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dwezal,

Thanks for sending us a PM.  I have notified one of our Social Media Managers and they will be in contact with you soon.

 

–Ray, AT&T Social Media Manager 

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

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Re: Keep getting BAD 2wire 3600HGV modems

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Sep 17, 2013 1:02:42 PM
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I think I have a bad 3600 modem too.

 

It's an odd kind of defect that just occurred today. The tech tested the inside and outside wiring with his fancy electronic tools, and they were all within ideal specs, and he could sync just fine with his tools.

 

When the modem is connected to the telephone pole NID, it can sync.

When the modem is connected to the phone jack, it will keep trying to sync, but fail to, alternating between blinking yellow and red status lights. It's weird because it should be getting the same signal outside and inside the house.

 

Seems like there are so many weird problems with the 3600.

 

You guys are saying the 3800 doesn't have any problems?

I think I have a bad 3600 modem too.

 

It's an odd kind of defect that just occurred today. The tech tested the inside and outside wiring with his fancy electronic tools, and they were all within ideal specs, and he could sync just fine with his tools.

 

When the modem is connected to the telephone pole NID, it can sync.

When the modem is connected to the phone jack, it will keep trying to sync, but fail to, alternating between blinking yellow and red status lights. It's weird because it should be getting the same signal outside and inside the house.

 

Seems like there are so many weird problems with the 3600.

 

You guys are saying the 3800 doesn't have any problems?

Re: Keep getting BAD 2wire 3600HGV modems

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These modems are freaking terrible.  I had one just die completely and got a replacement, and because it was over a year old (like 13 months, of course) they made me buy a new one.  Then all of a sudden the WiFi radio stopped working on that one, and they sent a tech out with a replacement.  And what do you know, as soon as he pulled a new one out of the box and hooked it up, it wasn't working either!  So he gave me one of the TV ones (3800 i think), and even though i was told i wouldn't be charged anything for it....NOPE, they decided to slap me with a $100 charge even after i called them up and was told once more that the charge would be removed. And now i think this one is on it's last legs too...internet keeps randomly going out and i get the flasing red light.

 

AT&T customer support is such a rip off, and their equipment is the worst i have ever seen.  Seriously, let me buy my own quality modem and use it over the garbage you do a 90% markup on.

These modems are freaking terrible.  I had one just die completely and got a replacement, and because it was over a year old (like 13 months, of course) they made me buy a new one.  Then all of a sudden the WiFi radio stopped working on that one, and they sent a tech out with a replacement.  And what do you know, as soon as he pulled a new one out of the box and hooked it up, it wasn't working either!  So he gave me one of the TV ones (3800 i think), and even though i was told i wouldn't be charged anything for it....NOPE, they decided to slap me with a $100 charge even after i called them up and was told once more that the charge would be removed. And now i think this one is on it's last legs too...internet keeps randomly going out and i get the flasing red light.

 

AT&T customer support is such a rip off, and their equipment is the worst i have ever seen.  Seriously, let me buy my own quality modem and use it over the garbage you do a 90% markup on.

Re: Keep getting BAD 2wire 3600HGV modems

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Sep 29, 2013 3:39:25 PM
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ACE - Expert

Contact ATT Uverse Care here:
https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2365485

Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse modem service problems. Response can take up to 2 business days.

This is not the regular CS/TS people, but the social media people that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right, in case they replied this way. Good luck :smileywink:

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems) or ATT Customer Care (all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Contact ATT Uverse Care here:
https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2365485

Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse modem service problems. Response can take up to 2 business days.

This is not the regular CS/TS people, but the social media people that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right, in case they replied this way. Good luck :smileywink:

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems) or ATT Customer Care (all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*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.

Re: Keep getting BAD 2wire 3600HGV modems

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