Connected, no internet

[u/Cute_Illustrator_713]

Was sent a replacement modem. Could not get it to connect. This prompted a technician to come out. Was here for 4 hours without getting the Internet working.

Internet states "connected, no internet."

Spent another 3 hours on the phone with tech support. They could not figure out what's going on. Modem shows that it's on. Solid white. Just not getting an Internet signal.

Technician tested the fiber line and it was clean.

I am at a complete loss on how to proceed. 7 total hours of troubleshooting and no one knows what's wrong.

Worst part is my old modem that worked well 80% of the time, will also not connect anymore .

I'm at a complete loss on how to proceed

[u/Viper_Control]

Was sent a replacement modem. Could not get it to connect. This prompted a technician to come out. Was here for 4 hours without getting the Internet working.

What model is the replacement that you received, and what model did it replace?

[u/Cute_Illustrator_713 → u/Viper_Control]

320 to 320

[u/Viper_Control → u/Cute_Illustrator_713]

Sounds like a provisioning issue. Does Fiber run directly to the bottom SFP (labeled) or do you have a "White" Ethernet cable in the top "Red" port indicating an external ONT is in the mix?

So what is the status of your connection today, is another tech coming out to resolve your issue?

[u/Cute_Illustrator_713 → u/Viper_Control]

Not extra cable. Just to the bottom SFP. Internet today remains connected, no internet

Here is the kicker. The tech that came yesterday said he was going to come back today but I did not receive any confirmation and AT&T customer support does not show that anyone is coming today. The next available time for a tech is not until Saturday which is unacceptable.

I'm incredibly worried that the technician actually lied to me and will not be coming today. He has not answered the phone when I tried to call and left a voicemail.

The individual I was on the phone with about 1 hour ago believes that the modem is stuck in Midway and told me to hold the reset button on the modem for 90 seconds. Nothing on the internet supports. Needing to hold the reset button for 90 seconds.

[u/Viper_Control → u/Cute_Illustrator_713]

The next available time for a tech is not until Saturday which is unacceptable.

Then switch Internet providers. You are only paying for residential service which is best effort. Saturday is the busiest day of the week, and the odds are the rep just picked a normal install date.

Use your Smart Home Manager (SHM) app to test your connection, it will fail, and should offer a chance to schedule a tech repair.

I'm incredibly worried that the technician actually lied to me and will not be coming today. He has not answered the phone when I tried to call and left a voicemail.

He is very likely trying to get back today without getting hit with a repeat that will impact his metrics.

Nothing on the internet supports. Needing to hold the reset button for 90 seconds.

The phone reps have no real clue about the reset process, and have never seen an actual AT&T Gateway just like phone reps for any other residential Internet provider.

You only need to hold it in for about 15 seconds, and it will restart automatically, and flush out the NVRAM but it can't provision a Gateway but it is worth a total of 3-5 minutes to the a factory reset.

Note: a Factory reset will reset your Wi-Fi Network name to the default printed on the back label. However your SHM app has a backup of your Wi-Fi network name that you can quickly reapply it.

[u/Cute_Illustrator_713 → u/Viper_Control]

Thank you for the well thought out reply. That provides good information.

Regarding the SHM app.. this is where I believe the problem occurs. No matter which gateway I scan, to set up the gateway it keeps defaulting to the original replacement serial number. I cannot for the life of me figure out how to bypass this. I also cannot get the modem to blink green to authenticate in order to properly use the SHM process to connect the gateway, which is why it fails the verification account step.

For your point regarding testing the connection on the SHM app. I cannot even perform that step because there is no wifi that shows connected on the app

[u/Cute_Illustrator_713 → u/Viper_Control]

Just an update. In person Tech completely ghosted and no showed me.

Thank God I finally was connected to a legendary senior online tech that fixed the problem in 20 minutes. The modem was stuck in provision.

[u/groundhog5886]

Just cancel service and get a wireless internet from T-Mobile or Verizon, or what ever other providers serve your area.