AT&T Gateway and Modem Restart - Internet Connectivity Troubleshooting

Purpose

Use this procedure when a customer is experiencing internet connectivity issues and needs to restart an AT&T gateway or modem.

Customer Symptoms

Customer reports:

• Internet not working
• Slow internet connection
• Wi-Fi not responding
• Gateway offline
• Modem offline
• Devices cannot connect to Wi-Fi
• Intermittent internet connection
• Need to restart gateway remotely

Understanding Gateway Restarts

Restarting a gateway or modem can resolve many common internet issues by refreshing the network connection and re-establishing communication with the AT&T network.

A restart does not erase:

• Wi-Fi settings
• Device settings
• Network names
• Passwords

Restart Gateway or Modem Manually

Standard Restart Procedure

1. Unplug the power cord from the gateway or modem.
2. Wait 20 seconds.
3. Plug the power cord back in.
4. Allow the gateway to fully restart.

DSL Customers

1. Unplug the power cord.
2. Disconnect the phone line.
3. Wait 20 seconds.
4. Reconnect the phone line.
5. Reconnect power.
6. Allow the device to fully restart.

Devices with Battery Backup

1. Unplug the power cord.
2. Remove the internal battery backup.
3. Wait 20 seconds.
4. Reinstall the battery.
5. Reconnect power.
6. Allow the device to restart.

Verify Restart Completion

After restarting:

1. Wait for the Broadband light to become solid green.
2. Verify internet connectivity.
3. Test internet access on a connected device.

Important

Gateway startup may take up to 10 minutes to complete.

Restart Gateway Using Smart Home Manager

Requirements

Customer must have:

• Smart Home Manager access
• Compatible gateway
• Active AT&T internet service

Restart Procedure

1. Sign in to Smart Home Manager.
2. Select Network.
3. Select Home Network Hardware.
4. Select Wi-Fi Gateway.
5. Select Restart.
6. Confirm Restart.
7. Wait for the gateway to reconnect.

Compatible Smart Home Manager Gateways

Supported models include:

• BGW320
• BGW210
• NVG589
• NVG599
• Pace 5031NV
• Pace 5168
• Pace 5268AC
• 2Wire 3600HGV
• 2Wire 3801HGV
• 2Wire 3800HGV-B

Troubleshooting Steps

Broadband Light Not Green

1. Verify all cables are securely connected.
2. Verify power is connected.
3. Wait the full 10 minutes.
4. Restart again if necessary.

Internet Still Not Working After Restart

1. Verify gateway lights are normal.
2. Test multiple devices.
3. Verify Wi-Fi credentials.
4. Check for AT&T service outages.
5. Review gateway status in Smart Home Manager.

Smart Home Manager Restart Option Missing

1. Verify gateway compatibility.
2. Verify account access.
3. Refresh Smart Home Manager.
4. Use the manual restart procedure instead.

Gateway Will Not Power On

1. Verify power outlet operation.
2. Verify power adapter connection.
3. Inspect power cable for damage.
4. Test with another outlet if available.

Expected Outcome

The AT&T gateway or modem successfully restarts, reconnects to the AT&T network, the Broadband light becomes solid green, and internet connectivity is restored.