This is so that you can gain internet access via your phone's data plan (because presumably you don't have internet service) On your phone, turn on your personal hotspot, then connect your laptop/computer to the personal hotspot.Steps if you want to schedule a tech visit via the website: I assume this was a bug, so if you experience the same issue, try scheduling a tech visit via the website (see steps below, which did work for me). I was personally unable to schedule a tech appointment using the app on my iPhone because it wouldn't let me select a date/time for the appointment. This should take you to a screen where you can schedule a technician’s appointment.Scroll down, under "Fix my Internet" - “Diagnostics”, it should say “We found an issue”.Scroll down, under “My gateway”, it should say "offline".Just wait a few second for it to realize you are already logged in. It may briefly prompt you to sign in again.Scroll down, under Internet support categories, click "Troubleshooting & repair".Under "Service checkup" it may say “Everything looks good on our end” (it did for me, even though there was a service problem).Under “Internet”, click “Get Internet Support”.Steps to schedule a tech visit via the "my AT&T" app: Disclaimer: These steps may change if AT&T makes changes to their website/app.
If your service is intermittent, then you may need to wait until it's down to follow these steps, so that the remote diagnostic tool recognizes that there is a problem.
The following steps assume that you have no internet due to a service problem that AT&T can remotely diagnose.
It was somewhat difficult to figure out the steps you need to take to schedule a tech appointment without calling customer service, so I thought I'd document those exact steps here. There was no charge for the tech visit since it was a problem on AT&T's end. He repaired that and internet service came back. The tech came out, and after checking a few things, he discovered that a previous tech had crammed a fiber junction into a box that was too small, which caused the fiber to bend to the point that it disrupted the light reaching the ont. I was able to schedule a same-day tech appointment via the website, without having to talk to customer service - win. The router showed a red blinking broadband light most of the time, but sometimes the broadband light would show steady green, even when the internet wasn't working.Īfter having had several previously terrible experiences with trying to call AT&T customer services, that was the last thing I wanted to do. Our ont showed a green PON light and red alarm light. Over the course of those 7 days, the problem got worse, until at one point we had no internet for nearly 24 hours. We had not changed anything in our very normal "setup" prior to this issue starting. We tried all of the usual troubleshooting tips: unplug/reset router, unplug/restart ont, factory reset router, make sure cables are seated, replace cables. Neither ethernet-connected devices nor wifi connected devices worked. This post is meant to help others having similar issues.Ībout a week ago our AT&T fiber internet started going out for hours at a time, several times per day, on all connected devices.
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