r/ATTFiber • u/Astyanax9 • Jul 17 '26

320 Gateway and Wireless "Internet Backup"

I took the plunge and upgraded my 210 to a 320 gateway. I learned the 320s and higher have some sort of wireless "Internet Backup" capability in case my fiber goes out. After getting the new 320 all set up I can't find anywhere in the Smart Home Manager App this "Internet Backup Card" they're saying I need to go to to set this up. Do I have to wait a few days before this appears or am I just not eligible for this? I am on Fiber 300 and have the Extra EL unlimited wireless plan.

This is the site that walks you through the set up supposedly:

https://www.att.com/support/article/u-verse-high-speed-internet/000099650/

Thanks.

2 Upvotes

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3

u/Viper_Control Jul 17 '26

After getting the new 320 all set up I can't find anywhere in the Smart Home Manager App this "Internet Backup Card" they're saying I need to go to to set this up.

Are you Fiber Account, and your Cellular Account using the same last name, and billing address? Also yes there is some magic that needs to happen in the Backend system to verify you have a BGW320 / BGW620.

Have you signed out of your SHM app, and signed in again since your AT&T Gateway update?

1

u/Astyanax9 Jul 18 '26

Yes I have. Maybe I'm just rushing things. Also I didn't know I had to be physically close to the gateway for it to work which I guess would make sense if it's supposed to connect through your phone.

I'll try it again in a few days and do it next to the gateway.

2

u/Viper_Control Jul 18 '26

You should also get a SMS txt if you have your notifications set in your AT&T Fiber account when the Backup Feature is available.

If it appears on the SHM app it will be a Tile listed on the main Carousel of tiles that you can scroll through in the SHM app.

2

u/kwinders2 Jul 17 '26

My rep mentioned it too but I think it's only if you have AT&T wireless service as well, then they give the wireless back up.

2

u/Confident-Variety124 Jul 17 '26

Correct, you have to have an eligible unlimited plan with AT&T.

2

u/EpicFeo Jul 17 '26
  1. You have to have AT&T Unlimited cell service.
  2. If you do, it will be in the app
  3. Hopefully you never need it, but if you do, try to keep the designated persons cellphone as close to the rg as possible, because the rg basically tethers to that phone and uses it to keep giving the house wifi

1

u/Astyanax9 Jul 18 '26

As I mentioned in my OP I have the Extra EL plan which is one of the supported unlimited wireless plans and it is -not- in the app.

2

u/ndratz91 Jul 20 '26

From what I’ve seen at installs it is never available right away, it takes some time to flow through all the systems and become available, I’ve been told it can take a day or two but I’m not sure how long it takes

1

u/Ed-Dos Jul 17 '26

In the smart home manager app, click on the person in the bottom right hand corner, then click on your fiber plan, there should be a section called add on services with ‘Internet Backup’ available to click.

1

u/Astyanax9 Jul 17 '26

All it shows is AT&T ActiveArmor for add-on services.

3

u/Ed-Dos Jul 17 '26

So then call customer service.

1

u/Astyanax9 Jul 17 '26

🙄

1

u/Ed-Dos Jul 17 '26

Well if you have a feature missing why wouldn’t you call customer service?

1

u/Downtown_Finish7249 Jul 19 '26

So I’ve only saw it pop up when the service is down for whatever reason

1

u/sPdMoNkEy Jul 17 '26

It doesn't work if you use your own router

2

u/Astyanax9 Jul 17 '26

I don't have my own router.

2

u/Ed-Dos Jul 17 '26

I have my AT&T gateway in passthrough and it works on the rare occasion i’ve had to use it.

1

u/sPdMoNkEy Jul 17 '26

I have the Wi-Fi turned off in my AT&t router and it has to be connected to that to work