Visitor
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4 Messages
BGW320 Restart Will Not Reconnect and I Must Unplug/Plug It Back In Weekly
I've had ATT Fiber a few months now. Since I've had it, I've had to reboot the modem once a week, otherwise I have internet issues, such as unable to connect to online games, downloads stopping. A restart usually fixes the issue, but now whenever I restart my modem from the app, it will not reconnect to ATT fiber. It will slowly blink white, then eventually slowly red, then slowly blink white again, but never gets to the rapid white. I have to unplug and plug back in (sometimes a couple times) before it will reconnect.
I'm running the BGW-320, I have 3 unmanaged netgear switches connected, then several ethernet devices on those switches and use the BGW-320 WiFi. I reached out to ATT chat support who turned on IP passthrough - dynamic which is odd, because I do not use my own separate router, she said that would fix it and of course it worked when I tested it then, but it is back to doing the same and not reconnecting after a restart. Also, please note this is not a WiFi issue, this is not reconnecting to the ATT fiber service.
Any suggestions on a fix for the needing to reboot once a week plus restarts not reconnecting?
Accepted Solution
patrickiver
Visitor
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4 Messages
6 months ago
I wanted to update this in case anyone else has a similar issue. First, ATT called me back and told me everything was fixed and wanted to close my ticket. It was not, and I had to re-explain everything and re-troubleshoot. They then wanted to send me a new modem as she stated there were no line issues. I asked to have a tech come out and bring a modem then. The tech came out today and was able to test the connections and there was issues with the fiber. He changed out all of the connector's outside and inside the house, then when we plugged the modem back in it authenticated very quickly! Seems like all is working now. All his tests looked a lot better also.
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browndk26
ACE - Professor
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5.9K Messages
6 months ago
Eliminate the switches and connect your main pc to the gateway. Still getting disconnects? Confirmed that all cables are staying securely attached to the gateway? No chance that a pet or person is bumping into the gateway or the wall plate? Have you called for a tech visit?
Factory reset the gateway by holding down the red reset button until the gateway restarts? Replaced the Ethernet cable from the gateway to the first device?
(edited)
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patrickiver
Visitor
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4 Messages
6 months ago
I’m not getting disconnects at the PC’s. Everything works fine then right at about a week, I get internet issues such as slow downloads, downloads stop, can’t connect to online games. A reboot fixes that, but when I reboot the modem now it either doesn’t reconnect or takes a very long time. I did a factory reset on the modem today and it did reconnect with a restart but it took 8 minutes. I will wait a few days and reboot it and see what happens. It’s odd because in the past a modem reboot took 3-5 minutes. Plus I don’t know if it will revert back to not reconnecting in a few days. Hopefully, then factory reset maybe fixed it, but I’m not sure yet.
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browndk26
ACE - Professor
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5.9K Messages
6 months ago
The reset may have triggered a firmware update. Which can take awhile to do.
When you had internet issues did you notice a red light or flashing white light on the gateway?
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browndk26
ACE - Professor
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5.9K Messages
6 months ago
That’s different. No more contact via DM?
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ATTHelp
Community Support
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232.9K Messages
6 months ago
“Hi @Patrickiver,
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help”.
Thank you,
Sarah
AT&T Community & Forums Specilaist
(edited)
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gr8sho
ACE - Professor
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5.7K Messages
6 months ago
Are you sure IP passthrough is turned on? That only has meaning if it’s pointed to a personal router MAC address.
Doing a factory reset will clear all those settings anyway. You can report back what firmware level is present in the gateway.
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gr8sho
ACE - Professor
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5.7K Messages
6 months ago
Are you sure IP passthrough is turned on? That only has meaning if it’s pointed to a personal router MAC address.
Doing a factory reset will clear all those settings anyway. You can report back what firmware level is present in the gateway.
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patrickiver
Visitor
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4 Messages
6 months ago
I finally got to talk to a live ATT tech. They are sending someone out Tuesday to take a look. I will report back with what they find.
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ATTHelp
Community Support
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232.9K Messages
6 months ago
Hi Patrickiver,
Glad to know that you were able to speak to our tech. I hope this issue will get resolved.
Thank you,
Sarah
AT&T Community & Forums Specialist
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