AT&T Internet - Restart Gateway or Modem

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 is not working
• Wi-Fi is disconnected
• Slow internet speeds
• Gateway appears offline
• Modem appears offline
• Devices cannot connect to Wi-Fi
• Intermittent internet connection
• Need to restart gateway remotely

Understanding Gateway Restarts

Restarting a gateway or modem refreshes the internet connection and resolves many common connectivity issues without changing network settings.

Restarting does not affect:

• Wi-Fi network name
• Wi-Fi password
• Connected devices
• Gateway configuration settings

Restart Gateway or Modem Manually

Standard Restart

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 restart completely.

Devices with Battery Backup

1. Unplug the power cord.
2. Remove the internal battery backup.
3. Wait 20 seconds.
4. Reinstall the battery.
5. Plug the power cord back in.
6. Allow the gateway to restart.

DSL Customers

1. Unplug the power cord.
2. Disconnect the phone line from the modem or gateway.
3. Wait 20 seconds.
4. Reconnect the phone line.
5. Plug the power cord back in.
6. Allow the gateway to restart.

Verify Successful Restart

1. Wait for the Broadband light to become solid green.
2. Test internet connectivity.
3. Verify connected devices can access the internet.

Important

Gateway startup can take up to 10 minutes to complete.

Restart Gateway Using Smart Home Manager

Requirements

Customer must have:

• Smart Home Manager access
• Compatible AT&T 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 Gateways

Smart Home Manager supports:

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

Troubleshooting Steps

Broadband Light Does Not Turn Green

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

Internet Still Not Working

1. Verify gateway lights appear normal.
2. Test multiple devices.
3. Verify Wi-Fi credentials.
4. Check for 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.

Gateway Will Not Power On

1. Verify the power outlet is working.
2. Verify the power adapter is connected securely.
3. Inspect the power cord for damage.
4. Test another electrical outlet.

Expected Outcome

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