internet keeps going down and broadband red light keeps blinking and wont connect! HELP!

[anodski]

internet keeps going down and broadband red light keeps blinking and wont connect! HELP!

i already tried restarting the gateway and powercycling the white att box on wall. sorry i dont know what you call it.

[david.c]

Sorry to hear you are having connection problems and it looks like this has been going on for a week or so.


The AT&T white box is called an ONT and if you could unplug the power then plug it in after 30 seconds. We want to make sure nothing is loose! The white box takes about 2-3 minutes to fully reboot.

After the ONT is done rebooting it is time to power off the Gateway for 10 seconds then power it back on. It is important to make sure none of the wires are loose.

If it is possible to check all the wires to make sure none of them are bent or damaged that can help us isolate the issue.

I am going to create a ticket with AT&T to check your lines and create a dispatch if needed.

Hope this helps

[anodski]

thanks david for responding. i re plugged the ont and restarted the gateway but the "pon" on ONT box has no light. ad the broadband is still blinking red. should i keep it on or just turn everything off. thanks

[david.c]

I would keep everything plugged in for now. AT&T will be running tests on the back end and it might be possible to fix remotely.

We will contact you as soon as we have an update from AT&T.

[anodski]

thanks. will do!

[anodski]

david,

i wanted to add that the alarm has been red on the ONT for the past 2 weeks. when should i expect a response from att regarding this situation. thanks.

[david.c]

Currently AT&T has your ticket and they marked the status as "remote repair in progress". If they cannot fix the connection remotely they will send someone out. We will contact you later today with an update.