What is the number for AT&T internet not working?

When your AT&T internet service goes down, finding the right contact number is crucial. This guide provides the direct number for AT&T internet support and outlines immediate troubleshooting steps to get you back online faster, addressing your urgent need for a solution.

Immediate Troubleshooting Steps

Before you reach for the phone, a few quick checks can often resolve AT&T internet issues. These steps are designed to be performed in under five minutes and can save you valuable time and frustration. Many common connectivity problems stem from simple, easily fixable causes.

1. Check Your Equipment

The first and most fundamental step is to inspect your AT&T modem and router. Ensure all cables are securely plugged in. This includes the power cord, the coaxial cable (for U-verse or Fiber), or the Ethernet cable connecting to your wall jack. Loose connections are a surprisingly common culprit for internet outages.

• Modem/Router Lights: Observe the indicator lights on your AT&T gateway. Typically, there should be lights for power, internet connectivity, and Wi-Fi. If any of these lights are off, blinking erratically, or showing a red or amber color, it indicates a problem. Consult your AT&T gateway manual or the AT&T website for the specific meaning of each light.
• Physical Damage: Look for any visible signs of damage to the equipment, such as frayed wires or cracked casings.

2. Power Cycle Your Modem and Router

This is the universal fix for many tech issues, and internet connectivity is no exception. A power cycle, often referred to as a reboot, allows your equipment to reset and re-establish a connection with AT&T's network. It clears temporary glitches and can resolve many "not working" scenarios.

1. Unplug the Power: Disconnect the power adapter from your AT&T modem and router. If you have a combined gateway unit, unplug that single device.
2. Wait: Allow at least 30-60 seconds for the devices to fully discharge. This is crucial for a complete reset.
3. Plug Back In: Reconnect the power adapter.
4. Wait for Boot-up: Give your modem and router several minutes to power up and reconnect. Watch the indicator lights to confirm they return to their normal, stable state (usually solid green or blue).
5. Test Connection: Once the lights indicate a stable connection, try accessing the internet on your devices.

3. Test on Multiple Devices

If your internet seems to be down, it's important to determine if the issue is with your entire network or just a single device. Try connecting to your AT&T Wi-Fi network with a different laptop, smartphone, or tablet. If other devices can connect and access the internet, the problem likely lies with the specific device you were initially using.

• Wi-Fi vs. Ethernet: If possible, also try connecting a device directly to the router using an Ethernet cable. This helps differentiate between a Wi-Fi issue and a broader internet connection problem.

4. Check for Service Outages in Your Area

Sometimes, the problem isn't with your equipment or your home setup; it's a wider AT&T network outage. AT&T provides tools to check for these disruptions.

• AT&T Website: Visit the official AT&T website and look for a "Service Outage" or "Check Service Status" section. You may need to log in to your account.
• AT&T App: The myAT&T app often has real-time outage information for your specific location.

AT&T Internet Support Numbers & Contact Options

When basic troubleshooting doesn't resolve your AT&T internet issues, it's time to contact AT&T directly. Knowing the correct number and the best way to reach support can expedite the resolution process. While a single, direct number for "internet not working" can vary based on your service type and account status, AT&T consolidates its customer service lines.

Direct AT&T Internet Support Number

For **residential AT&T Internet and U-verse support**, the primary number to dial is:

1-800-288-2020

This number connects you to AT&T's general customer service, where you can navigate through options to reach the technical support department specializing in internet services. Be prepared to provide your account information, including your account number or the phone number associated with your AT&T account.

Other AT&T Contact Channels

While calling is often the most direct route for urgent technical issues, AT&T also offers several other ways to get support:

• myAT&T App: Download the myAT&T app on your smartphone. It provides account management, billing information, and often has a direct link to technical support or a chatbot that can guide you through troubleshooting steps. It's also an excellent tool for checking for local outages.
• AT&T Online Support: The AT&T website features a comprehensive support section. You can find FAQs, troubleshooting guides, and often initiate a live chat with a support agent. This can be a good option if you prefer not to call or are experiencing issues during peak call times.
• AT&T Social Media: AT&T actively monitors its social media channels (e.g., Twitter). While not for immediate crisis resolution, you can sometimes get assistance or be directed to the right department by sending a direct message.
• Local AT&T Stores: For equipment-related issues or to discuss service upgrades, visiting a local AT&T store can be an option, though they may not offer in-depth technical troubleshooting for internet connectivity problems on-site.

What to Expect When You Call

When you call 1-800-288-2020, you'll likely encounter an automated system. Listen carefully to the prompts. You'll want to select options related to "Internet," "Technical Support," or "Service Issues." You may be asked to verify your identity using your account number, PIN, or other personal information. The representative will then guide you through further troubleshooting or schedule a technician visit if necessary.

Common AT&T Internet Issues and Solutions

Understanding the most frequent reasons for AT&T internet service disruptions can help you identify the problem more quickly and apply the correct fix. These issues range from simple configuration errors to more complex network problems.

No Internet Connection

This is the most straightforward and frustrating issue. It means no devices can access the internet, regardless of whether they are connected via Wi-Fi or Ethernet.

• Cause: Modem offline, service outage, billing issue, loose cables.
• Solution: Perform a power cycle (see above). Check all cable connections. Verify your account is in good standing with AT&T. Check for local outages on the AT&T website or app.

Slow Internet Speeds

Your internet is working, but it's significantly slower than expected. Websites load slowly, videos buffer constantly, and downloads take an eternity.

• Cause: Network congestion (peak hours), outdated router, too many devices connected, interference with Wi-Fi signal, malware on devices, insufficient plan speed.
• Solution:
  • Speed Test: Run an internet speed test (e.g., Speedtest.net, Fast.com) to measure your current download and upload speeds. Compare this to the speeds advertised in your AT&T plan.
  • Router Placement: Ensure your router is in a central, open location, away from obstructions and other electronic devices that can cause interference (microwaves, cordless phones).
  • Limit Devices: Temporarily disconnect some devices to see if performance improves.
  • Check Plan: If you consistently experience slow speeds, especially during peak hours, you might need to upgrade your AT&T internet plan.
  • Malware Scan: Run a full system scan for malware on your devices.
  • Update Router Firmware: Ensure your AT&T gateway has the latest firmware. This is usually handled automatically but can sometimes be checked via the gateway's admin interface.

Intermittent Connectivity (Drops Frequently)

Your internet connection works for a while and then suddenly disconnects, only to reconnect again later. This can be incredibly disruptive.

• Cause: Faulty modem or router, loose internal wiring, Wi-Fi interference, IP address conflicts, issues with AT&T's local network infrastructure.
• Solution:
  • Power Cycle: Always start with a power cycle.
  • Check Cables: Ensure all cables, including the coaxial or fiber optic line, are securely connected and not damaged.
  • Wi-Fi Channel: If using Wi-Fi, try changing the Wi-Fi channel on your router. Many routers can automatically select the least congested channel.
  • Router Age: Older routers may not be able to handle the demands of modern internet usage and can become unstable. Consider upgrading if your router is several years old.
  • Test Ethernet: Connect a device via Ethernet to rule out Wi-Fi as the sole cause.

Wi-Fi Not Working, But Wired Connection Is Fine

This indicates that the internet service is reaching your router, but the wireless signal is not being broadcast or received correctly.

• Cause: Router Wi-Fi is turned off, Wi-Fi password incorrect, Wi-Fi interference, router's Wi-Fi radio has failed.
• Solution:
  • Check Router Settings: Log into your AT&T gateway's administrative interface to ensure the Wi-Fi radios are enabled.
  • Restart Wi-Fi: Some routers have a button or setting to toggle Wi-Fi on/off. Ensure it's on.
  • Forget and Reconnect: On your devices, "forget" the Wi-Fi network and then try reconnecting, re-entering the password.
  • Change Wi-Fi Channel: As mentioned before, interference can be a major factor.

Specific Websites or Apps Not Loading

This is less about your overall internet connection and more about how your traffic is being routed or if specific services are experiencing issues.

• Cause: DNS server issues, website/app server problems, firewall blocking.
• Solution:
  • Try a Different Browser/App: See if the issue persists across different applications or web browsers.
  • Clear Browser Cache/Cookies: Sometimes, cached data can cause loading problems.
  • Flush DNS: On your computer, you can flush the DNS cache. For Windows, open Command Prompt as administrator and type ipconfig /flushdns. For macOS, open Terminal and type sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder.
  • Change DNS Servers: You can temporarily switch your device's DNS settings to a public DNS server like Google DNS (8.8.8.8 and 8.8.4.4) or Cloudflare DNS (1.1.1.1 and 1.0.0.1) to see if that resolves the issue. This is an advanced step.

Advanced Troubleshooting Techniques

If the basic steps haven't resolved your AT&T internet problems, you might need to delve a bit deeper. These techniques require a bit more technical know-how but can pinpoint specific issues.

Checking AT&T Gateway Diagnostics

Most AT&T gateways have a built-in diagnostic tool accessible through their web interface. This tool can test the line quality, modem status, and other critical parameters.

1. Access Gateway Interface: Open a web browser and type the gateway's IP address into the address bar. Common addresses are 192.168.1.254 or att.home. You'll need the gateway's admin username and password, usually found on a sticker on the device itself.
2. Locate Diagnostics: Navigate through the interface to find sections labeled "Diagnostics," "Troubleshooting," or "Connection Status."
3. Run Tests: Execute any available tests, such as line tests, modem tests, or internet connection tests. The results will often provide specific error codes or indicators of where the problem lies.
4. Interpret Results: If the diagnostics report a line issue or modem failure, this information will be invaluable when speaking with AT&T support.

Testing Your Connection with an Ethernet Cable

This is a crucial step to isolate whether the problem is with your Wi-Fi or the internet service itself.

1. Direct Connection: Connect your computer directly to one of the LAN ports on your AT&T gateway using an Ethernet cable.
2. Disable Wi-Fi: Temporarily disable Wi-Fi on your computer to ensure it's using the wired connection.
3. Test Internet: Try browsing websites or running a speed test.
4. Analyze Results:
   • If Ethernet works, but Wi-Fi doesn't: The problem is almost certainly with your Wi-Fi signal, router settings, or the router's Wi-Fi capabilities.
   • If Ethernet also doesn't work: The issue is likely with the internet service coming into your home, the AT&T gateway itself, or a broader network problem.

Understanding Signal Strength and Quality (for U-verse/Fiber)

For AT&T U-verse and Fiber internet, the quality of the signal reaching your home is paramount. Issues can arise from damaged cables, faulty splitters, or problems at the network demarcation point.

• Visual Inspection: Check the condition of the coaxial cable (for U-verse) or fiber optic cable (for Fiber) running from the wall to your gateway. Look for kinks, cuts, or loose connectors.
• Splitters: If you have multiple devices connected to the same line, ensure any splitters are high-quality and properly installed. Damaged or incompatible splitters can degrade signal strength.
• Professional Assessment: If you suspect a physical line issue, it's best to let an AT&T technician assess and repair it. Tampering with external wiring can be dangerous and may void your service agreement.

Checking for IP Address Conflicts

An IP address conflict occurs when two devices on your network are assigned the same IP address, which can cause connectivity issues for one or both devices. This is more common in complex home networks but can happen with AT&T gateways.

• How to Identify: You might see error messages on your devices indicating an IP conflict. Your router's logs might also show this.
• Resolution: The easiest way to resolve this is to restart your router and modem (power cycle). This forces them to re-issue IP addresses. If the problem persists, you may need to manually assign static IP addresses to devices or ensure your router's DHCP server is functioning correctly.

Resetting Your AT&T Gateway to Factory Defaults

This is a more drastic step that should only be used if other troubleshooting methods have failed. A factory reset will erase all your custom settings (like Wi-Fi name and password) and return the gateway to its original configuration. You will need to set up your network again afterward.

1. Locate Reset Button: Most AT&T gateways have a small, recessed reset button, often on the back or bottom of the device. You'll typically need a paperclip or a pen tip to press it.
2. Press and Hold: With the gateway powered on, press and hold the reset button for about 10-15 seconds.
3. Wait for Reboot: The gateway will reboot. This process can take several minutes.
4. Reconfigure: Once the gateway is back online, you'll need to access its web interface (e.g., 192.168.1.254) and reconfigure your Wi-Fi network name (SSID) and password, along with any other custom settings.

When to Call AT&T Support

While self-troubleshooting is valuable, there are specific situations where contacting AT&T support is the most efficient and necessary course of action. Knowing when to escalate can save you time and prevent further complications.

After Exhausting Basic Troubleshooting

If you've diligently followed the power cycle, checked cables, tested multiple devices, and confirmed there isn't a widespread outage in your area, it's time to call. Your efforts have likely ruled out the most common user-fixable issues.

When Diagnostics Indicate a Line or Equipment Failure

If your AT&T gateway's diagnostics report errors related to line quality, signal strength, or internal modem/router faults, these are issues that typically require AT&T's intervention. You cannot fix a damaged underground cable or a failing piece of AT&T-owned equipment yourself.

Recurring or Persistent Issues

If you experience the same internet problem repeatedly, even after you've fixed it temporarily, it suggests an underlying issue that needs professional diagnosis. This could be related to AT&T's network infrastructure in your neighborhood or a recurring fault with your service line.

Billing or Account-Related Connectivity Problems

If your internet is down and you suspect it might be due to a billing issue (e.g., a payment was missed, or your account was suspended), contacting customer service is essential. They can clarify your account status and reinstate service if necessary.

New Installation or Equipment Malfunction

For issues arising immediately after a new installation, or if you suspect your AT&T gateway is defective and under warranty, AT&T support can arrange for a technician visit or equipment replacement.

When You Need a Technician Visit

If AT&T support, after initial remote troubleshooting, determines that a physical problem exists with the lines or equipment outside your home, they will schedule a technician to visit your premises. This is often the case for persistent slow speeds or complete connection failures that cannot be resolved remotely.

Specific Error Codes from AT&T Gateway

When your AT&T gateway displays specific error codes or messages that you don't understand or cannot resolve with the manual, these codes are best interpreted by AT&T's technical support team. They have access to a database of these codes and their corresponding solutions.

Examples of When to Call

• Your internet has been completely out for over 12 hours, and a power cycle has not helped.
• Your speed tests consistently show speeds far below your subscribed plan, even during off-peak hours.
• Your Wi-Fi signal is extremely weak or non-existent, despite being close to the router.
• You receive a notification from AT&T about network maintenance that has completed, but your service has not been restored.
• You've recently moved into a new property and cannot establish an internet connection after activation.

Preventative Measures for a Stable Connection

Proactive steps can significantly reduce the likelihood of experiencing AT&T internet outages and performance issues. Investing a little time in maintenance and smart usage can lead to a more reliable online experience.

Keep Your AT&T Gateway Updated

AT&T gateways receive automatic firmware updates from the company. These updates often include performance enhancements, security patches, and bug fixes that can prevent connectivity problems. Ensure your gateway is always powered on and connected to the internet to receive these updates.

Regularly Reboot Your Equipment

While not strictly necessary daily, scheduling a weekly or bi-weekly reboot of your AT&T modem and router can help prevent the buildup of minor glitches that can eventually lead to service interruptions. This is a simple preventative maintenance task.

Optimize Your Wi-Fi Network

A well-configured Wi-Fi network is crucial for a smooth experience. This includes:

• Router Placement: As mentioned, place your router in a central, elevated location, away from thick walls, metal objects, and other electronics.
• Wi-Fi Channel Selection: Use your router's settings to select the least congested Wi-Fi channel. Many modern routers can do this automatically.
• Network Name (SSID) and Password: Ensure you have a strong, unique Wi-Fi password to prevent unauthorized access, which can slow down your network.
• Consider Mesh Wi-Fi: For larger homes or areas with Wi-Fi dead zones, consider investing in a mesh Wi-Fi system that works with your AT&T gateway to provide seamless coverage.

Monitor Your Internet Usage

Understand your AT&T internet plan's data caps (if applicable) and your typical bandwidth consumption. High usage, especially during peak hours, can lead to slower speeds if your plan isn't robust enough.

Secure Your Network

Use strong, unique passwords for your Wi-Fi network and your AT&T gateway's admin interface. Regularly review connected devices in your gateway's settings to ensure no unauthorized devices are using your bandwidth.

Protect Your Equipment

Ensure your AT&T gateway is in a well-ventilated area to prevent overheating. Protect it from power surges by using a quality surge protector. Avoid placing heavy objects on top of the gateway.

Keep Devices Clean and Updated

Malware and outdated software on your computers and mobile devices can sometimes mimic internet connection issues. Regularly run antivirus scans and ensure your operating systems and applications are up to date.

Know Your Plan's Capabilities

Be aware of the speeds your AT&T internet plan offers. If you're consistently finding your speeds inadequate for your needs (e.g., streaming multiple 4K videos, online gaming, multiple users working from home), it might be time to consider an upgrade to a faster plan.

Understanding AT&T Internet Service

AT&T offers a variety of internet technologies, and understanding which one you have can be helpful in troubleshooting. The type of service can influence the equipment you use and the common issues you might encounter.

AT&T Fiber (Fiber Optic)

Fiber optic internet is AT&T's premium offering, providing the fastest and most reliable speeds. It uses light signals transmitted through glass fibers to deliver data.

• Pros: Extremely high speeds (up to 5 Gigabits per second), low latency, very reliable.
• Common Issues: Physical damage to fiber optic cables (less common), issues with the Optical Network Terminal (ONT) or gateway.
• Troubleshooting: Focus on the indoor gateway and ensure the fiber line entering your home is undamaged.

AT&T Internet (DSL/IPBB)

This service uses existing telephone lines to deliver internet. It's generally available in areas where fiber is not yet deployed.

• Pros: Widely available, can be more affordable.
• Cons: Speeds are generally lower than fiber and can vary significantly based on distance from the AT&T central office.
• Common Issues: Line noise, distance limitations, interference from other devices on the phone line, outdated copper wiring.
• Troubleshooting: Ensure no other devices on the phone line are causing interference (use DSL filters), check the condition of phone jacks and wiring.

AT&T U-verse (IPTV/Coaxial Cable)

U-verse is a hybrid fiber-coaxial cable service that delivers internet, TV, and phone. It offers higher speeds than traditional DSL but is generally slower than pure fiber.

• Pros: Good speeds, often bundled with TV and phone services.
• Cons: Speeds can be affected by network congestion within the neighborhood.
• Common Issues: Coaxial cable integrity, issues with the U-verse gateway, neighborhood network congestion.
• Troubleshooting: Check coaxial cable connections, ensure no damage to the cable entering your home.

AT&T Fixed Wireless Internet

This service provides internet access to rural or underserved areas using wireless technology. A small antenna is installed at your home to receive a signal from a nearby AT&T tower.

• Pros: Available in areas without traditional wired broadband.
• Cons: Speeds can be variable and dependent on signal strength and weather conditions.
• Common Issues: Signal obstruction, weather interference, tower maintenance.
• Troubleshooting: Ensure the outdoor antenna is properly aligned and unobstructed.

AT&T Internet Air

This is a newer fixed wireless offering that aims to provide home internet in select areas using AT&T's 5G network. It typically uses a dedicated gateway device.

• Pros: Potentially faster than older fixed wireless, uses advanced wireless technology.
• Cons: Availability is limited, performance can depend on signal strength.
• Common Issues: Similar to other fixed wireless, signal strength, gateway placement.

Choosing the Right AT&T Plan

When selecting an AT&T internet plan, consider your household's needs:

• Light Users: (Email, basic browsing) - Lower-speed plans may suffice.
• Moderate Users: (Streaming HD video, social media, some online gaming) - Mid-tier plans are recommended.
• Heavy Users: (Multiple 4K streams, extensive online gaming, large downloads, multiple users working from home) - High-speed fiber or top-tier plans are necessary.

You can compare AT&T internet plans and speeds on their official website or by speaking with a representative. Understanding your current plan's limitations is key to diagnosing whether slow speeds are a technical issue or a matter of needing a faster service tier.

In conclusion, when your AT&T internet is not working, the first step is always a quick reboot of your equipment. If that fails, check for local outages and then proceed to more in-depth troubleshooting. For persistent or complex issues, remember that AT&T's dedicated support line, 1-800-288-2020, is your direct gateway to professional assistance. By combining these troubleshooting steps with an understanding of your AT&T service, you can efficiently resolve most internet connectivity problems and get back online.