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What to do if you don't have an Internet connection

There are several reasons you may experience problems connecting to the Internet. These tips will help you diagnose and resolve most connection issues.


ArticleDETAILED STEPS

Troubleshoot

Note: Connectivity may be lost while performing the steps below. Bookmark (add to Favorites) or print this page for future reference.
  • Check for maintenance - Visit the AT&T eRepair website to check for maintenance in your area.
  • Power cycle (reboot) your AT&T gateway - Unplug the gateway from the power outlet in the wall and wait two minutes before plugging it back in. After the Power, Broadband, and Service lights on your gateway turn green, verify that your connection has been restored.
  • Power cycle your computer - Turn off your computer and wait 30 seconds before turning it back on; it's important to occasionally reboot your computer to ensure optimum performance.
  • Check your cables - Verify that all physical connections to your AT&T gateway and computer are in place (e.g., phone line, power cords, ethernet cables). The AT&T gateway should not be plugged into a surge protector. Note: If your AT&T provided gateway is connected to a third party router (Linksys, DLink, etc), you should remove that equipment before continuing. For help setting up a home network using third party equipment, contact the equipment manufacturer.
  • Check your filters - Make sure filters are installed on all phone jacks that have telephone devices connected (e.g., phones, fax machines, answering machines). Also, make sure that the phone line connected to your AT&T gateway is plugged directly into the phone jack or into the DSL/HPNA side of the filter.
  • Check your wireless settings - If you're connecting to the Internet using a wireless connection, make sure your wireless connection is set up correctly.
  • Check your browser - Clear your browser cache (temporary Internet files) and clear your browser cookies; this will free up space on your hard drive and allow for temporary storage of more Web content.
  • Check for spyware or viruses - Viruses and spyware can deplete your computer's system resources. Infected computers may generate network traffic without your knowledge causing slow Web surfing/browsing speeds or no web surfing at all. Be proactive, and run your anti-virus and anti-spyware software regularly. Learn more about AT&T's Internet Security Suite - powered by McAfee.
  • Check your firewall - Make sure you're only running one firewall. You might want to disable your firewall temporarily to determine if the firewall is the cause of your problem.
  • Check the location of your AT&T gateway - Distance, interference, and obstructions can adversely affect your wireless signal. Follow these simple guidelines for optimal wireless network performance:
    • Place your wireless gateway/router in a central location in your home
    • Set up your wireless gateway/router at least three feet away from other appliances that send wireless signals (i.e. microwave ovens, cordless telephones, baby monitors)
    • Avoid physical obstructions; don't place the wireless gateway/router directly against a wall or within a cabinet
  • Use the AT&T Self Support Tool - If you have the AT&T Self Support Tool installed on your computer, use it to help you detect problems and resolve Web surfing issues.

If you were unable to restore your connection after following the steps above, contact us for further assistance.

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