Troubleshoot your internet

Explore these tools and tips to troubleshoot slow, intermittent, or lost internet connections.

QUICK TIP

Reboot your gateway

Restarting your Wi-Fi^® gateway can be a quick fix for many internet issues. Here’s how:

Unplug your gateway for 15 seconds.
Remove and reinsert the battery, if you have an internal battery backup.
Plug the gateway back in and wait for the lights to stop flashing.
Check your connection to see if the problem is fixed.

INSTRUCTIONS & INFO

Wired & Wi-Fi troubleshooting tips

Check wired connections & filters

Wired connections

Check all Wi-Fi gateway electrical connections, including surge protectors.
Make sure the gateway’s power is on and green.
Secure all wired connections between the gateway and your computer. Wired connections may vary based on your equipment.

Filters

Do you have traditional phone service or phone equipment plugged into your phone jack? If so, be sure to put a filter on the jack so your gateway can get the internet signal from AT&T.

Make sure all jacks with phone devices have a single-port filter installed. To test the filter, plug in your phone and listen for a dial tone.
Confirm that there's a dual-port filter on the jack where the gateway is installed and that the gateway is plugged into the DSL / HPNA side of the filter.

Wi-Fi gateway

Gateway location

To avoid a weak Wi-Fi signal:

Place your gateway in a central location in your business.
Set up your gateway at least 3 feet from other appliances that send wireless signals, like microwave ovens, cordless phones, and baby monitors.
Be sure the gateway isn’t against a wall or in a cabinet.

If you still have signal issues, there could be a problem with your computer or device’s wireless adapter.

Gateway lights

Confirm that the Power, Broadband, and Service lights on your gateway are green. If your lights aren’t green, your gateway may have signal issues or other problems.

To reboot your modem or gateway: Unplug the power cord from the wall outlet. Wait 2 minutes and then plug it back in.

Heads up: If you have an internal battery backup, be sure to remove the battery while the gateway is unplugged to complete the reboot.

Equipment, browsers & additional help

If your gateway and connections are all good, check your computer or device.

Restart your computer or device.
Make sure your Wi-Fi settings are correct and the wireless adapter on your device is turned on. Check your manufacturer’s documentation for device-specific instructions.
Reduce the number of active devices connected to your network. Turn off equipment not being used such as computers, gaming systems, or other Wi-Fi enabled devices.
Close any apps, programs, or browser windows that you're not using.
Clear your internet browser cookies and cache to free up temporary storage of web content.
Check your browser's connection settings to make sure there are no proxies or filters in place that interfere with your ability to browse the web or check email. Your browser's support site can tell you how to do this.
Temporarily disable your firewall to determine if it interferes with your internet connection. Don’t forget to enable it when you’re done testing. Make sure to run only one firewall at a time.
Run anti-virus and anti-spyware software. Malicious software can deplete your computer's system resources. If you don’t have anti-virus or anti-spyware protection, learn about Tech360.
- Our remote technicians are ready to assist you with your IT needs and challenges. Use our self-scheduling options over the internet or call 24/7 and speak with the next available technician.
- Visit Tech360 or call 866.442.2827 to learn more.

Last updated: September 18, 2020