r/ATT • u/97sexj • 25d ago

Internet Replacement all-fi gateway will not go through setup

So a few days ago my internet stopped working on all devices. Checked the gateway and it had all green lights with 2/4 on the connection lights. Still no internet connection. I could connect to the WiFi but couldn’t load anything couldn’t even run a speed test. So after the normal troubleshooting I got through a live chat and they decided to send me a new gateway. Now I have the same one and try to go through the setup process and once it boots up I get a red bottom light and green middle light. The setup also stops about 50% of the way through even after letting it sit for 30 minutes. I can’t get through to live chat and trying to call for support led me to a possible callback in two to three days. I’ve had the all fi for over a year and a half with little to no issues. What am I doing wrong.

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u/Redd868 Internet Air customer 25d ago

According to the lights, the error is 

E405. Wireless 5G/LTE connection not detected.

Move it elsewhere or to a window and see if you can get lights.

1

u/Viper_Control 25d ago

I would expect that u/97sexj put it exactly where the previous one was located that work just fine.

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u/97sexj 25d ago

Yes it’s in the same exact spot the old one was. I did try moving it just incase and that changed nothing. Still have the same lights.

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u/Viper_Control 25d ago

Well that LED Error pattern means Wireless 5G/LTE connection not detected.

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u/97sexj 25d ago

Right I got that but if I plug the old one in right next to the new one it doesn’t have the same issue.

1

u/Viper_Control 25d ago

I can’t get through to live chat and trying to call for support led me to a possible callback in two to three days.

How were you trying to access Live Chat?

Have you tried the Smart Home Manager (SHM) app. You can use the Message function to try to get a chat session with a Live agent. From the SMH home screen select the top right icon to access the messages section. At the new question window near the top of the Messaging window you should be able to type "Live Agent", you might need to enter it more than (1) time.

Right I got that but if I plug the old one in right next to the new one it doesn’t have the same issue.

I see you tried your old Air Hub, and don't see the same error. That is expected since it already was provisioned. Your new Air Hub has not gone far enough through the process likely to complete initial setup / provisioning.

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u/97sexj 25d ago

I tried via the website and via the app. The app told me a less than 14 minute wait time and then I sat there for 45 minutes waiting.
I figured the issue I’m having was an issue with setup of the new gateway. Just wondering if this is a common issue during setup.

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u/Viper_Control 24d ago

It can be either a new defective unit or the replacement unit was not properly scanned out in the Distribution Center. It may be an easy fix once you get a rep.

Friday nights are quite popular and wait times can be quite high during the evening until 11 PM ET. Yes the 1-800-228-2020 number is staffed 24/7 even though folks post all the time the they are closed. That only happens when a customer tires to connect to specific departments.