3 Messages
Sudden loss of service
We have Fixed Wireless Internet service in a rural area. It was working fine until two days ago around 3pm. I have reset both the gateway, and the antenna multiple times; reset button, power button, physically disconnected the power cable and re-connected, to no effect. I went to the browser interface using the 192... address and reset the connection to AT&T, as well as the gateway, apn, and antenna again. I even tried a factory reset on both the gateway and antenna. All for the same result: it says that the connection to AT&T is down with a full green bars indicator for signal strength. Under broadband it says: "searching for service." I checked the AT&T outages map, and it says there are none in my area. My bill is fully paid to date. My wifi works, but there is no internet service.
Accepted Solution
DG1661
3 Messages
2 months ago
Just a follow up. The Antenna was set to Band 30, and said it was connected to the internet, however under Broadband is said "Searching for Service." Testing revealed that I could perform a Google search ( but not visit any website other than youtube, which would not load any media). I went to an AT&T store to reset the passcode, however the account was in my father's name and they couldn't reset it without him.
Since it was down over 4 days, while my cell phone data which uses the AT&T network was working fine. I assumed it was a hardware issue, either at the tower or on my antenna, and ordered the Wireless Air 5G unit while I was at the AT&T store.
The next day I took my dad to the nearest AT&T store, they reset the passcode, and found nothing wrong with the account. At home I called tech support and she tried to diagnose on her end, to no avail. She also confirmed that service should have been working properly, and offered to send out a tech. Since I just ordered the Wireless Air replacement, I declined.
I started up the Wireless Air last night, and so far so good. I think the most likely case for the loss of service is a hardware failure on the Antenna, there could still be an issue with the tower but since nothing else seems to have been effected and I didn't ask for a tech to confirm, that's just speculation.
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my thoughts
Former Employee
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22.5K Messages
2 months ago
ATT Fixed Wireless uses 4G LTE band 30, if the equipment is connecting to band 2 (full bars) will not have working service.
Might also be an issue at the tower being upgraded to 5G from 4G LTE…
Or new growth of vegetation….
https://forums.att.com/conversations/att-internet-equipment/need-help-with-fixed-wireless-internet-connecting-to-band-2-instead-of-band-30/5df028ebbad5f2f606c4932a?page=2
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DG1661
3 Messages
2 months ago
Thank you, my thoughts.
Based on the threads you attached, it looks like the hardware should auto-detect and connect to the strongest band available. Is there anyway to toggle this? Is there a resource at AT&T that can confirm there is an upgrade / issue being resolved with my tower? I couldn't find anything on the Outages Map.
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