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

Posted on: 16 Feb 2026

When your AT&T internet isn't working, finding the right contact number is crucial. This guide provides the direct AT&T support line for internet issues, alongside comprehensive troubleshooting steps and insights to resolve your connectivity problems quickly and efficiently.

Troubleshooting Steps When AT&T Internet Isn't Working

Experiencing an AT&T internet outage can be frustrating, especially when you rely on a stable connection for work, entertainment, or communication. Before you reach for the phone, a systematic approach to troubleshooting can often resolve the issue. This section will guide you through the most common and effective steps to get your AT&T internet back online.

1. Check Your Equipment: Modem and Router

The first and often simplest solution lies with your AT&T-provided modem and router. These devices are the gateways to your internet service, and they can sometimes encounter temporary glitches.

a. Power Cycle Your Modem and Router

This is the digital equivalent of a hard reset and is remarkably effective. It clears temporary memory and allows the devices to re-establish a fresh connection with AT&T's network.

Locate your AT&T modem and router. Some AT&T services use a single gateway device that combines both functions.
Unplug the power cord from both the modem and the router (if they are separate units).
Wait for at least 30-60 seconds. This ensures that all residual power has dissipated.
Plug the modem back in first. Wait for its indicator lights to stabilize. This usually takes a few minutes. Look for lights indicating power, DSL/Broadband/Fiber connection, and internet activity.
Once the modem lights are stable, plug the router back in. Again, wait for its lights to stabilize.
Attempt to connect to the internet on your devices.

b. Inspect Physical Connections

Loose or damaged cables can be a silent killer of internet connectivity. Ensure all connections are secure.

Check the coaxial cable (for U-verse/cable internet) or Ethernet cable (for Fiber) connecting the wall jack to your modem. Ensure it's screwed in tightly or firmly plugged in.
Verify the Ethernet cable connecting your modem to your router (if separate).
Inspect all power cords for any signs of damage.

2. Verify Your Device's Connection

Sometimes, the issue isn't with the AT&T service itself but with the device you're using to access it.

a. Check Wi-Fi Connection

On your computer, smartphone, or tablet, ensure you are connected to the correct AT&T Wi-Fi network name (SSID) and that the Wi-Fi is enabled.

Try disconnecting from the Wi-Fi and reconnecting.
If you're using a wired Ethernet connection, ensure the cable is properly plugged into both your device and the router.

b. Test Multiple Devices

To isolate the problem, try connecting to the internet with a different device. If other devices can connect, the issue is likely with the specific device you were initially using. If no devices can connect, the problem is more likely with your AT&T service or equipment.

3. Check AT&T Service Status

It's possible that AT&T is experiencing a wider outage in your area. Checking their official status page can save you a lot of time and frustration.

Visit the AT&T Outage Information page.
You may need to log in to your AT&T account to check for specific outages affecting your address.
Alternatively, you can often find outage information through the AT&T mobile app.

4. Examine Modem/Router Lights

The indicator lights on your AT&T gateway provide valuable diagnostic information. While the exact meaning can vary slightly by model, here are some general indicators:

Power Light: Should be solid, indicating the device is powered on.
DSL/Broadband/Fiber Light: Indicates a stable connection to AT&T's network. This should typically be solid or blinking steadily, not rapidly blinking or off.
Internet/Online Light: Shows that your gateway has successfully connected to the internet. This light should be solid.
Wi-Fi Light: Indicates that the Wi-Fi network is active.

Refer to your specific AT&T gateway model's manual or AT&T's support website for a detailed explanation of its indicator lights.

Common AT&T Internet Issues and Their Causes

Understanding the typical problems users face with AT&T internet can help you pinpoint the cause of your current outage more quickly. These issues often stem from equipment, network congestion, or external factors.

1. Slow Internet Speeds

If your internet is working but is significantly slower than expected, several factors could be at play:

Network Congestion: During peak hours (evenings and weekends), more users in your area might be online, leading to shared bandwidth being stretched thin.
Wi-Fi Interference: Other electronic devices (microwaves, cordless phones, Bluetooth devices) or even neighboring Wi-Fi networks can interfere with your signal.
Outdated Equipment: Older modems or routers may not be capable of supporting the speeds of your current AT&T plan.
Too Many Devices: A large number of devices actively using the internet simultaneously can saturate your bandwidth.
Distance from Router: For Wi-Fi connections, the further you are from the router, the weaker the signal and potentially slower the speed.
Malware: In rare cases, malware on your devices can consume bandwidth.

2. Intermittent Connectivity (Dropping Connections)

This is one of the most disruptive issues, where your internet connection drops in and out.

Faulty Cables or Connections: Loose or damaged physical connections are a prime suspect.
Overheating Equipment: Modems and routers can overheat, especially if not properly ventilated, leading to performance issues.
Software Glitches: Firmware on your gateway might need an update or could be experiencing a temporary bug.
Power Fluctuations: Unstable power supply to your modem/router can cause drops.
External Interference: Severe weather or construction in your area can sometimes affect the physical lines.

3. No Internet Connection at All

This is the most critical issue, where you have no access to the internet whatsoever.

Complete Service Outage: AT&T might be experiencing a widespread outage in your region.
Equipment Failure: Your modem or router might have malfunctioned.
Account Issues: Though less common for sudden failures, billing issues or service suspensions could be a cause.
Line Problems: Damage to the physical lines connecting your home to AT&T's network.

4. Slow Wi-Fi Speeds vs. Wired Speeds

It's common for Wi-Fi speeds to be slower than speeds measured via a direct Ethernet connection. This is due to factors like Wi-Fi interference, signal degradation over distance, and the inherent limitations of wireless transmission compared to wired.

A significant difference, however, could indicate issues with your router's Wi-Fi performance or interference. For accurate speed tests, it's always recommended to connect a computer directly to the modem/router via an Ethernet cable.

Understanding Your AT&T Equipment

AT&T provides various types of equipment depending on your service plan (DSL, U-verse, Fiber). Knowing the basics of your gateway can help in troubleshooting.

1. AT&T Gateway Models

AT&T uses several gateway models, often referred to by their model numbers (e.g., BGW210, Pace 5268AC, NVG599). These devices are typically combination modem/routers.

Modem Function: Connects your home to AT&T's network (DSL, Fiber optic).
Router Function: Creates your home network, allowing multiple devices to connect wirelessly (Wi-Fi) or via Ethernet.
Wi-Fi Capability: Modern gateways support various Wi-Fi standards (e.g., Wi-Fi 5, Wi-Fi 6) offering different speeds and ranges.

You can usually find the model number printed on a sticker on the bottom or back of your gateway.

2. Modem Lights Explained (General)

While specific lights vary, here's a general guide:

Light Name	Status	Meaning
Power	Solid Green	Device is powered on and functioning normally.
DSL/Broadband/Fiber	Solid Green/Blue	A stable connection to the AT&T network is established.
Internet/Online	Solid Green/Blue	Gateway is connected to the internet.
Wi-Fi	Blinking/Solid	Wi-Fi network is active and broadcasting.
Ethernet Ports (1-4)	Light ON	A device is connected via Ethernet cable.

Note: Refer to your specific gateway's manual for precise light meanings.

3. Router vs. Modem vs. Gateway

It's important to distinguish these terms:

Modem: Translates signals from your ISP (AT&T) into a format your network can use.
Router: Directs traffic between your devices and the internet, and between devices on your local network. It also typically provides Wi-Fi.
Gateway: A single device that combines the functions of both a modem and a router. Most AT&T internet services utilize a gateway.

If you have a separate modem and router, the troubleshooting steps might involve power cycling both devices individually and ensuring the Ethernet connection between them is stable.

Advanced Troubleshooting Techniques

If the basic steps haven't resolved your AT&T internet issues, it's time to delve into more advanced techniques. These methods require a bit more technical understanding but can often uncover the root cause.

1. Speed Tests and Analysis

Regularly performing speed tests can help you monitor your internet performance and identify trends.

Use Reliable Speed Test Sites: Websites like Speedtest.net by Ookla or Fast.com (Netflix) are good options.
Test with a Wired Connection: For the most accurate results, connect a computer directly to your AT&T gateway using an Ethernet cable.
Test at Different Times: Run tests during peak and off-peak hours to see if congestion is a factor.
Compare to Your Plan: Know the advertised download and upload speeds for your AT&T internet plan. While you won't always get the maximum, speeds significantly below the advertised rate warrant investigation. For example, AT&T Fiber plans in 2025-26 often advertise speeds of 300 Mbps, 500 Mbps, or even 1 Gbps. If you're consistently getting less than 50-70% of your advertised speed on a wired connection, there might be an issue.

2. 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. While less common with modern routers, it can happen.

Access Your Router Settings: You'll need to log into your AT&T gateway's administrative interface. The default gateway address is often 192.168.1.254. You can find this by typing `ipconfig` (Windows) or `ifconfig` (Mac) in your command prompt/terminal and looking for the "Default Gateway."
Find DHCP Settings: Within the router settings, look for DHCP (Dynamic Host Configuration Protocol) settings. This is what assigns IP addresses to devices.
Check Connected Devices: Some routers allow you to see a list of connected devices and their assigned IP addresses. Look for any duplicates.
Restart Devices: Restarting your router and devices can often resolve temporary IP conflicts.

3. Router Settings and Configuration

Your AT&T gateway has a web interface where you can manage various settings. Incorrect configurations can lead to problems.

Firmware Updates: Ensure your gateway's firmware is up to date. AT&T often pushes these updates automatically, but manual checks can be beneficial.
Wi-Fi Channel Optimization: If you're experiencing Wi-Fi interference, try changing the Wi-Fi channel your router uses. Many routers have an "auto" setting, but manually selecting a less congested channel can improve performance.
Firewall Settings: While unlikely to cause a complete outage, overly aggressive firewall settings could block certain types of traffic.

4. Using AT&T's Diagnostic Tools

AT&T provides online tools and sometimes a mobile app to help diagnose service issues.

AT&T Troubleshoot & Resolve: This online tool guides you through a series of questions and automated checks to identify and fix common problems. You can access it via the AT&T Support website.
MyATT App: The mobile application often includes network diagnostic tools and allows you to check for outages.

5. Checking for Line Issues (DSL/Fiber)

For DSL and Fiber connections, the physical line coming into your home is critical.

DSL: Ensure the phone line connecting your modem is not damaged, kinked, or frayed. Try plugging directly into the main phone jack, bypassing any surge protectors or extension cords.
Fiber: Fiber optic cables are more delicate. Ensure the cable is not bent at sharp angles or physically damaged. If you suspect a fiber line issue, this usually requires a technician visit.

When to Call AT&T Support

Despite your best troubleshooting efforts, some issues require the expertise of AT&T's technical support team. Knowing when to escalate is key to getting your service restored efficiently.

1. After Exhausting Self-Troubleshooting

If you've diligently followed the steps outlined in the previous sections—power cycling, checking connections, verifying service status, and performing speed tests—and your internet is still not working, it's time to contact support.

2. Persistent Intermittent Connectivity

If your internet connection drops frequently, and you cannot identify a pattern or cause (like specific times of day or device usage), AT&T support can check for line quality issues or potential network problems affecting your area.

3. No Lights on Modem/Gateway

If your AT&T gateway shows no power light, even after confirming the power outlet is working and the cord is securely plugged in, this could indicate a faulty device or a power issue originating from AT&T's side. This is a clear sign to call for assistance.

4. Error Messages Indicating Network Issues

If your devices display specific error messages that point towards an inability to connect to the AT&T network (e.g., "No Internet Connection," "DNS Server Not Responding"), and these persist after basic troubleshooting, AT&T support can investigate.

5. Suspected Equipment Failure

If you suspect your AT&T-provided modem or router has failed (e.g., it's unresponsive, emits strange noises, or shows consistently abnormal lights), AT&T support can guide you through further diagnostics or arrange for a replacement.

6. When Your Speed is Consistently Far Below Your Plan's Advertised Speed

As mentioned earlier, if speed tests consistently show speeds significantly lower than what you're paying for, even on a wired connection during off-peak hours, it's worth contacting AT&T. For instance, if you have a 1 Gbps AT&T Fiber plan and are consistently getting less than 500 Mbps on a wired connection, support can help.

7. Scheduled Maintenance or Outages

While AT&T usually notifies customers of planned maintenance, sometimes unexpected issues arise. If you're experiencing an outage and AT&T's website or app doesn't immediately show a known issue, contacting support can provide real-time updates.

The AT&T Internet Support Number

The primary number to reach AT&T technical support for internet issues is typically:

1-800-288-2020

When you call, be prepared to provide:

Your AT&T account number or the phone number associated with your account.
A description of the problem you're experiencing.
The troubleshooting steps you've already taken.
The model number of your AT&T gateway.

Having this information ready will help the support representative assist you more effectively.

Preventative Maintenance for Reliable Internet

Proactive measures can significantly reduce the likelihood of experiencing AT&T internet outages and performance issues. Implementing a routine of preventative maintenance ensures your connection remains stable and efficient.

1. Regular Equipment Checks

Periodically inspect your AT&T modem and router.

Ventilation: Ensure the devices are in a well-ventilated area. Overheating is a common cause of performance degradation and failure. Dust buildup can impede airflow, so gently clean vents if necessary.
Cable Integrity: Check all cables (power, Ethernet, coaxial, phone lines) for any signs of wear, fraying, or damage. Replace any suspect cables immediately.
Firmware Updates: While AT&T often manages firmware updates automatically, it's good practice to periodically check your gateway's administrative interface for any pending updates.

2. Optimize Wi-Fi Performance

A robust Wi-Fi signal is crucial for a good user experience.

Router Placement: Position your AT&T gateway in a central location in your home, away from obstructions like thick walls, metal objects, and other electronic devices that can cause interference (microwaves, cordless phones, Bluetooth speakers).
Channel Selection: If your gateway supports it, experiment with different Wi-Fi channels. Use a Wi-Fi analyzer app on your smartphone to identify less congested channels in your area.
Band Steering: If your gateway supports dual-band Wi-Fi (2.4 GHz and 5 GHz), ensure band steering is enabled or manually assign devices to the appropriate band. The 5 GHz band offers faster speeds but has a shorter range, while the 2.4 GHz band has a longer range but can be more susceptible to interference.
Guest Networks: Utilize guest Wi-Fi networks for visitors. This keeps your primary network more secure and can prevent less tech-savvy users from inadvertently changing critical settings.

3. Manage Connected Devices

The number of devices connected to your network can impact performance.

Limit Unused Devices: Turn off Wi-Fi on devices that are not actively in use, especially if they are bandwidth-intensive (e.g., streaming devices, smart home hubs).
Prioritize Devices: Some routers allow you to prioritize certain devices or applications. If you frequently experience buffering during video calls while someone else is gaming, you might consider prioritizing your work device.
Secure Your Network: Ensure your Wi-Fi network is secured with a strong WPA2 or WPA3 password. An unsecured network can be exploited by unauthorized users, consuming your bandwidth and posing security risks.

4. Regular Reboots

While not a daily necessity, performing a manual reboot of your modem and router once a month can help clear temporary glitches and ensure optimal performance. Follow the power cycling steps outlined earlier.

5. Surge Protection

Protect your valuable AT&T equipment from power surges and lightning strikes.

Use a Quality Surge Protector: Plug your modem, router, and any connected devices into a reputable surge protector.
Unplug During Storms: For maximum protection during severe thunderstorms, consider unplugging your equipment entirely.

6. Monitor Your Plan and Usage

Ensure your AT&T internet plan still meets your household's needs.

Evaluate Speed Requirements: With the increasing demand for higher bandwidth (e.g., 4K streaming, online gaming, remote work), your current plan might be insufficient. Review AT&T's offerings for 2025-26 to see if an upgrade is warranted.
Data Caps: While AT&T Fiber typically offers unlimited data, some DSL or U-verse plans might have data caps. Monitor your usage to avoid overage charges or throttling.

AT&T Internet Service Options and Performance (2025-26)

Understanding the landscape of AT&T's internet services in the 2025-26 period is crucial for setting expectations regarding performance and troubleshooting. AT&T offers a tiered approach, with Fiber being their flagship product delivering the highest speeds and reliability.

1. AT&T Fiber

Technology: Fiber-optic cable directly to the home (FTTH).

Advertised Speeds (2025-26):

Basic: Up to 300 Mbps download/upload
Standard: Up to 500 Mbps download/upload
Pro: Up to 1 Gbps (1000 Mbps) download/upload
Premium: Up to 2 Gbps or 5 Gbps download/upload (availability varies by location)

Performance Characteristics:

Low Latency: Crucial for online gaming and real-time applications.
Symmetrical Speeds: Download and upload speeds are often identical, beneficial for video conferencing, uploading large files, and cloud backups.
High Reliability: Fiber optic cables are less susceptible to electromagnetic interference and degradation compared to copper lines.
Future-Proof: Designed to handle increasing bandwidth demands.

Troubleshooting Focus: Issues are less likely to be with the fiber line itself (unless physically damaged) and more often related to internal home networking, Wi-Fi, or customer-premises equipment (CPE) performance.

2. AT&T Internet (DSL/U-verse)

Technology: Digital Subscriber Line (DSL) over traditional copper phone lines or a hybrid fiber-coaxial cable (U-verse). Availability and performance vary significantly based on distance from the AT&T central office or node.

Advertised Speeds (2025-26):

DSL: Speeds can range from as low as 3 Mbps up to 100 Mbps (with advanced DSL technologies like VDSL), but actual speeds are highly dependent on line quality and distance.
U-verse: Offers higher speeds than traditional DSL, often in the 50-100 Mbps range for download, with lower upload speeds.

Performance Characteristics:

Asymmetrical Speeds: Upload speeds are typically much lower than download speeds.
Susceptible to Interference: Copper lines can be affected by distance, electrical interference, and line degradation.
Variable Performance: Speeds can fluctuate more than with fiber.

Troubleshooting Focus: Line quality, modem performance, and potential interference are common areas for investigation. Physical line issues can be more prevalent.

3. Comparison of Service Types

Feature	AT&T Fiber	AT&T Internet (DSL/U-verse)
Technology	Fiber Optic	Copper Phone Line / Hybrid Fiber-Coaxial
Max Download Speed (Typical)	1 Gbps to 5 Gbps	Up to 100 Mbps
Max Upload Speed (Typical)	1 Gbps to 5 Gbps (Symmetrical)	Up to 10 Mbps (Asymmetrical)
Latency	Very Low	Moderate to High
Reliability	High	Moderate to High (dependent on line quality)
Interference Susceptibility	Very Low	Moderate to High
Best For	Heavy streaming, gaming, large file transfers, multiple users, future needs	Basic browsing, email, light streaming, single-user households (where Fiber is unavailable)

4. Factors Affecting Real-World Performance

Regardless of the service type, actual internet performance can be influenced by:

Home Network Setup: The quality of your router, Wi-Fi signal strength, and the number of devices connected.
Network Congestion: Both at the ISP level and within your local neighborhood.
Device Capabilities: Older devices may not be able to utilize the full speed of your internet plan.
Website/Server Load: The performance of the website or service you are accessing.

For 2025-26, AT&T continues to expand its Fiber footprint, making it the preferred option for most users seeking consistent high performance. When troubleshooting, understanding which service you have is the first step in diagnosing any connectivity issues.

In conclusion, when your AT&T internet isn't working, remember that a structured troubleshooting approach is your best ally. Start with the basics—power cycling your equipment and checking physical connections. Then, move to verifying your device's connection and checking for area-wide AT&T outages. Understanding your AT&T gateway's lights and features can provide valuable diagnostic clues. If these steps don't resolve the issue, delve into advanced techniques like speed tests and router settings, or consult AT&T's online diagnostic tools. For persistent or complex problems, don't hesitate to call AT&T support at 1-800-288-2020. By systematically addressing potential causes and knowing when to seek professional help, you can get back online swiftly and efficiently.