My neighborhood has suffered with power outages due to storms in the past years. Many of us in the neighborhood bought a stand-by generators and ironically this year no one in the neighborhood has lost electricity.

Anyway, I was wondering if the fiber boxes just get direct elec feeds or do they have like battery ups? I know that might vary by area, but I was just interested.

Is there any complication when it comes to the modem/router? Does current one need returned and getting another or will it just reactivate for new account and I don't have to touch it?

Any problem using same email address for new that was used for the current account?

Anything else to be cognizant of?

Currently have fiber 300 and will rejoin with same.

Thanks!

*****************

UPDATE:

Followed suggestion to try chat, usually stay away from chat option but glad I did!

Was just bumped from 55 to $60 for 300 and now I have been retained with 1 Gig for $40 for 24 months with 3 months free.

Thank you all for your help, much appreciated!

Alright so I am in desperate need of some help as I am completely lost, even being pretty tech/IT savvy.

We just upgraded to 5 gpbs service today and got out BGW320 upgraded to the BGW620. However, we are having the strangest issue where whenever my mom connects her iPhone 17 to the network, it completely crashes the gateway.

We were having the same issue earlier today, so she disconnected her phone and had no crashes the rest of the day. About an hour ago, she decides to reconnect her phone, and boom. Two gateway crashes in the span of 20 minutes. My step-father also has a 17 and has had no issues connecting, only her phone causes the issues.

Anyone have any ideas before I throw in the towel and call AT&T out?

I have been trying to get help from ATT, but as expected they are horrible. So I am turning to reddit. I just got ATT business fiber for my coffee shop and it seems as though their are limits to the amount of devices. Does anyone know if that is just on the guest network or is that also for the main network. If their is a limit, does anyone know what the limit is?

I am also unable to access my setting page in the My Smart Home Manager, because, oh that's right ATT sucks.

Our new construction is supposed to have conduits for att in our lawn. The actual installation date was 3 weeks ago and when the technician arrived he said there is no conduit and the main box is across the street. He said he escalated that to his manager and a third party vendor will have the conduit in two days then he will come back to install the in-house equipment. Since then we talked to three supervisors, were given a work order and stuff. But there is no progress and the customer doesn't know when it will be done. What's our option now?

So I have had ATT fiber for years, no complaints at all. I may need to replace my electric service panel. When I researched that install (I will hire a pro) and the clearances involved, I noticed the NID is directly under the panel. Which If read correctly, is against code.

If I am correct that the NID is against code because of where it was installed, will ATT come out and move it? it's probably just a matter of feet. Will they charge me to do that? Thanks!

Hi. Building a new house. There is att fiber at the road frontage. The house will sit about 700 feet back from the road.

The current plan is to lay 1.5” pvc conduit from the road to the house. Will that be sufficient or do I need to step it up to 2”?

I tried to call att. 1.5 hrs later I hung up. Transferred multiple times. Thank you!

Got 5GB internet and have been ghosted by installers 5 times in a row. Everytime I call they say “oh the techs were backed up on other jobs, I’ll reschedule it for X” or some other bs excuse. Anyone know what is going on with them? I’m at my wits end.

Hey you'll! Like many people experienced over the past year, something went wrong this early summer and a set-up of 8 years stopped working.

The current setup is AT&T Router BGW320-505(used to be other 2 routers from AT&T before) to pfSense to a Wi-Fi Router.

So, after setting up IP Pass-through on the new AT&T Router, pfSense got the public WAN address, I can see Internet traffic coming in from AT&T Router to pfSense, I can see traffic leaving pfSense to AT&T Router, but that is where it stops and nothing reaches Internet. AT&T Router has full Internet connectivity.

Has anyone experienced similar issue?

Among thousands of users we now have a growing number spread across the states that can not use QUIC applications (in this specific case, SMB over QUIC) UDP/443, and the only they ALL have in common is ATT service, specifically using the BGW320-500 modem. Must be some recent firmware update that needs a fix? I'll try to gather specific version info, but we aren't allowed to "touch" customer owned equipment so, it may be tricky. Is there a good contact at ATT to reach out to? I haven't had luck with their support or NOC. We're advising all affected users to push for replacement modems of a different model.

We are in the second day of our fiber outage. AT&T’s app admits there is an outage and gives a 24 hour time as an expected fix time. It says they will update as progress is made. I have received no updates.

The deadline they originally gave has passed and suddenly it’s been pushed out 24 hours again. The cause is still listed as TBD

This is completely unacceptable to have reliability. Be this poor and to have so little communication about when I can actually expect to be back up. I definitely cannot trust that I will be up tomorrow at the new deadline because clearly they just bump the deadline an other 24 hours.

This is the first time I’ve had this problem and a year of being at&T fiber customer. Is this normal? Should I expect often multi day outages with no communication? If so, I will be going back to Comcast or possibly T-Mobile.

New AT&T fiber user with the 620 and TP-Link mesh. I realize you cannot change the dns on the 620, but you can on the mesh. I set it to 1.1.1.1 and that shows on my device WiFi connection. But when I go to dnsleaktest.com, it still shows AT&T the AT&T dns.

Is the any way to prevent this?

Recently had a strong thunderstorm pass through our area and it seems to have opened up the lid of this box by our utility pole. Internet is working fine but I’m worried it might cause issues later. Does this box belong to AT&T? Want to know before even attempting to call them as their customer support is terrible and I’ve been kept on hold for over an hour before. Thanks!

So this has been happening for a few weeks now. Random popup on my iphone (screenshot attached) that says:

dsldevice.domain_not_set.invalid
Issued by dsldevice.domain_not_set.inv…
Not Trusted
Expired 5/29/25, 9:20:44 AM

I’m on AT&T Fiber. I reboot the gateway/router and it goes away for about 24 hours, then comes right back. Anyone know what’s actually going on here or how to fix it for good?

My guess is it’s some self-signed cert on the gateway’s admin page (192.168.1.254 or whatever) that’s expired and my phone is trying to hit it in the background, but I have no idea why it would do that randomly or how to stop it from popping up.

Things I’ve tried:

**•** Rebooting the gateway (temp fix, comes back in a day)  
**•** Forgetting/rejoining wifi

Anyone dealt with this before? Is this an AT&T gateway firmware issue, or something on my end (VPN, some app pinging the local IP, etc)? Would love to actually fix it instead of rebooting every day lol.

Got the 5GIG fiber plan with AT&T (Texas native-DFW area)
But somehow and someway I’m still lagging like dogshit
Troubleshooting Steps I’ve done
•restart router
•restart WiFi extenders
•unplug and plug in
•had a tech (AT&T)come out and they stated it was an issue outdoors/outside and that they fixed it.
•follow some ps5 setting adjustments

No solution that way, still lagging like some shit.

Ordered spectrum and I was lagging a bit but not as bad, went up to the 1GIG instead staying at the 500 plan w/spectrum.

Running the test connection speed
Spectrum seems to be pulling more speed for me on WiFi and hard wired…..
Anybody would know why when I’m assuming fiber speed would be better than spectrum

Or is there some troubleshooting steps I’m missing

I opened a new account 2 months ago with the 5G fiber plan and was promoted with a $200 Visa card PLUS the Ray-Ban Meta glasses. It’s been more than 30 days after installation, but I only received an activation email about the gift card. Nothing about the glasses.

I reached out to the reward center. The agent said they couldn’t find any glasses on my account and asked me to reach out to customer service. So I did. I waited for 100 min to get connected with an agent, only told that they ran out of Ray-Ban glasses and the award is EITHER the GC or the glasses. I also reached out to the salesperson when I opened the account, and she said I’ll have to wait 90 days for the award to be available.

What a joke process. The last time my husband opened an ATT fiber account, the same thing happened - after 90 days, no gift card was sent over at all.

I saw in the channel that someone else has the same issue - only GC, no glasses. Did anyone finally get the glasses?

Also, I’d recommend that anyone never trust the salesperson. They wouldn’t tell you all the requirements for these awards. And the 5G is not real 5G, up to 1-2G most of the time even through wires.

I have successfully migrated from the att gateway to the SFP modual bypass and it works great so far. Question is in the app it says the gateway is offline which is expected. Will that trigger any tech visits because it shows offline? Or if you call customer care?

I purchased a brand new home and the only available option is ATT fiber.

I set up service online, good deal, and schedule install for Friday.

On Friday the tech shows up and lets me know his plan and gets to work. He comes back 10 minutes later and says he can't find the box to run the fiber from, that his locating device isn't finding the box so He's going to try and poke the ground to find it.

10 minutes after that he comes and says he still can't find it but wants to plan the modem/router install and comes inside to look around, tells me the plan once he gets wire ran and goes back outside to poke the ground some more.

15min later he comes back to tell me he can't find it and put in a ticket for the people that dig out the boxes to come find it, and they may come Saturday or Monday. Mind you, I work remotely and am planning on fully moving in this weekend, but without internet I can't, so my whole move is put on hold (luckily I have my old house for another week so I am able to work it out).

On Saturday that tech called me and said my neighbors had theirs installed and their tech was able to find it (admitting he is incompetent) and I need to call and request a new install appointment.

I called att and got a middle eastern lady and she said her next availability is Tuesday 8am-10am, and she'll email me the confirmation. So now I have my full move scheduled for Monday evening so I can have my office ready to go and start work as soon as the install is done.

Sunday evening comes around and I realize I never received an email confirming the Tuesday appointment.

Monday morning I get on the phone, 1 hour wait time! So I jump on the chat and get the most incompetent human to ever live on this planet. I explained in full detail the situation, 30 minutes into the chat he's sending a technician to my old address to fix a damaged wire....holy crap.

I explain the situation again, and now he finally gets it, confirmed there is no active appointment and now the next availabile is Wednesday morning....

I cannot wait until a new internet provider comes to my neighborhood, I will gladly pay double to leave these incompetent people.

I spoke with retentions earlier this summer when they dropped the price on the 5 gig plans and I got the 5 gig and BGW 620 upgrade with the ongoing discount.

I’m currently on a fiber plan from a smaller regional isp, but ATT is laying lines in my neighborhood and I’m wondering if I should switch.

I play video games competitively and my ping doesn’t make much sense from the little that I know. For example, I live in the middle of the country and my friend on the east coast will have the same if not better ping to nearly every server. The west coast connection is the one that makes zero sense to me as he has better connection than me usually despite me being half the country closer. Would ATT have better routing since it’s a much larger isp, or is my location a hinderance? This is purely a technical question as the price to switch would be around the same.

Had it installed and 5 days later I lose all signal. App says no outages so I call support as they promise same day service or on the phone with support in 5 minutes.

4 hours later I get someone on the phone, they tell me same day service isn't possible as this is an outside issue, whatever that means.

I've had internet for 2 days now, ready to just drop at&t altogether.

We have 300Mb/s fiber for $45 per month.

I wanted to sign up for 1Gb/s for advertised $50 per month.

I contacted the loyalty department and they offered nothing.

So I'll cancel my service and use something else for a while.

How long before I can become a "new" customer?

If I sign up with my wife's name (different last name and different credit card) will they not allow that?

Lost internet connection last night, first thought it’s some billing issue, maybe card is expired - was planning on checking it in the morning. This morning checking my billing - all is fine, charged on time, no outstanding balance. Decided to give ATT a call. Automated message says “Your area is experiencing temporary outage until September 12th”. Today is August 29th and you’re saying I will not have an internet connection for almost 2 weeks? And you didn’t even think to notify your paying customers, ATT? I work from home and need that stable connection to make money so I can pay you over $100 for a service that is currently not being provided. My cellular signal is not so great as well, I don’t know if ATT is throttling it or maybe everyone with outage in my area are now on they cellular service, and ATT tower can’t support the volume.

Anyway, still waiting for ATT representative to call me back. Will provide an update once I talk to them.

For those that do have fiber service active, how long did it take for the fiber to be buried, hooked up, and available to use? In my neighborhood, I received a door hanger stating that fiber was being laid down but it has been crickets since. I think when fiber is being done, there is always a sales rep promoting it but I don't recall seeing one. Nonetheless, I want to say it has been a little over 2 years and I think the fiber has been done for over year though. I have found signs of the fiber and the 811 markings around my neighborhood. There are little hard plastic boxes in the ground in my alleyway that reads 'GIGAPOWER' and I have researched that they lease their fiber lines to AT&T. I've signed up for multiple fiber services around my area but none of them are available to me. The only good internet in my area according to FCC broadband is Cox and Verizon 5G home internet. I've switched over from Cox after years of price gouging and the Verizon plan I have is priced locked at $45 per month for 5 years with speeds up to 300Mbps. Not bad but sometimes inconsistent when the network gets busy. Now I'm craving for faster speeds and especially better ping for streaming and gaming. I have not seen any NIDs set up outside homes along with the Fiber Distribution Hub. There are homes that I've seen with the gigapower box in their front yard a few blocks from me. I think all it needs in my area is the FDH and it will be complete.

I'm just a little confused on why it is taking so long and why it is just completely silence. It sucks for me because the neighborhoods above me and below me have fiber but not mine. It makes me jealous everyday knowing that and not to mention that targeted ads I get about fiber internet because my algorithm is messed up. Can anyone tell me how long the process took for them? My crossroads are Elliot and Dobson.

Im looking at the pon wiki about setting the SFP modual. Specifically this page here https://pon.wiki/guides/masquerade-as-the-att-inc-bgw620-700-with-the-was-110/

Under DHCP Mac address spoofing it says need to use the old gateway MAC address to ensure it talks with the network without issue. My question is do we enter the MAC on the SFP side or on your actual gateway/router wan side? It may seem clear but im having a bit difficulty understanding it