The most common reason AT&T internet goes down is a loose cable or a modem that needs to restart

Before you call AT&T support, check three things in this order: whether the cables connecting your modem to the wall outlet and your router are physically plugged in tight, whether your modem has power (look for a light on the front), and whether you have restarted the modem by unplugging it for 30 seconds and plugging it back in. Most outages that feel like a service failure are actually one of these three.

If those are fine, check whether AT&T is reporting an outage in your area. Go to att.com/support, enter your phone number or service address, and look for an outage map. If there is an active outage, your internet will return on its own — AT&T publishes an estimated time. If there is no outage listed but your internet is still down, the problem is either with your equipment or with the line coming into your home.

Key Takeaways

  • Restart your modem by unplugging it for 30 seconds before assuming there is a service problem.
  • Check the AT&T outage map at att.com/support to see whether the problem is on AT&T's side or yours.
  • If your modem has no lights or will not turn on, the power cable may be loose or the outlet may be dead.
  • A modem that keeps dropping connection may need a factory reset or replacement, which AT&T can arrange by phone.
  • If only one device cannot connect while others work fine, the problem is with that device, not your internet service.

How to tell whether the problem is AT&T's network or your equipment

AT&T's network is the line running into your home. Your equipment is the modem and router inside your home. The fastest way to know which one is broken is to check what lights are on your modem. Most AT&T modems have a light labeled "Internet" or "Online" — if that light is off or red, the problem is the line or the modem itself. If that light is green or blue, your modem is connected to AT&T's network, and the problem is either your router or the device you are trying to use.

If the Internet light is off, unplug the modem, wait 30 seconds, and plug it back in. Watch the lights for two to three minutes while it restarts. The Internet light should turn green or blue. If it stays off or red after a full restart, the modem itself may be faulty or the line into your home may be down. Call AT&T at 611 from any phone or 1-800-331-0500 to report the problem.

If the Internet light is green but you still cannot get online, restart your router the same way — unplug it, wait 30 seconds, plug it back in. If that does not work, try connecting one device directly to the modem with an ethernet cable instead of using WiFi. If that device works, your router is the problem. If it does not work, your modem or line is the problem.

What to do if your modem keeps losing connection

A modem that disconnects every few hours or every day is usually overheating, has a loose cable, or is receiving a weak signal from AT&T's network. First, make sure the modem has air around it — do not put it in a closed cabinet or behind other equipment. Move it to an open shelf if you can. Then check that both the power cable and the cable from the wall outlet are pushed in firmly until you hear or feel a click.

If the modem still disconnects, try a factory reset. Most AT&T modems have a small reset button on the back that you hold down for 10 to 15 seconds with a paperclip or pen. This erases all settings and returns the modem to factory defaults. After the reset, the modem will restart and reconnect to AT&T automatically — this usually takes five to ten minutes. You will need to reconnect your WiFi devices using your WiFi password, which is printed on the modem label.

If the modem still disconnects after a factory reset, AT&T can send you a replacement. Call 611 or 1-800-331-0500 and tell them the modem keeps losing connection. They will ask for your account number and service address, then either mail you a replacement or arrange a technician visit depending on your service type.

Why your WiFi is slow even though the internet light is green

A green Internet light means AT&T's network is working, but it does not tell you how fast the connection is. Your actual speed depends on your plan, how far you are from the router, how many devices are using the WiFi at once, and what those devices are doing. Streaming video uses much more speed than email, and a device downloading updates in the background can slow everything else down.

To check your actual speed, go to speedtest.net on a device connected to your WiFi and run a test. Write down the read speed. Then compare it to the speed your AT&T plan promises. You can find your plan details by logging into your AT&T account online or calling 611. If your actual speed is much lower than what you are paying for, restart the modem and router, then test again. If the speed is still low, call AT&T to report slow speeds — they can run a line test from their end and may send a technician if the line itself is faulty.

What happens when only one device cannot connect

If your phone, laptop, or tablet cannot connect to WiFi but other devices in your home can, the problem is with that one device, not your internet service or router. Try these steps in order: restart the device by turning it off and back on, forget the WiFi network (go into WiFi settings, find your network name, and tap "Forget"), then reconnect by selecting the network again and entering your WiFi password.

If the device still will not connect, restart your router by unplugging it for 30 seconds. If that does not work, check whether the device is too far from the router or blocked by thick walls or metal objects — WiFi does not travel well through those. Try moving the device closer to the router and testing again. If it connects when close but not when far away, your router may need to be moved to a more central location in your home, or you may need a WiFi extender to reach distant rooms.

When to call AT&T and what information to have ready

Call AT&T at 611 from any phone or 1-800-331-0500 if the Internet light on your modem is off or red after a full restart, if the modem keeps disconnecting even after a factory reset, or if your actual read speed is much lower than your plan promises. Have your account number and service address ready — you can find your account number on your AT&T bill or in the AT&T mobile app.

When you call, describe what you have already tried: "I restarted the modem," "I checked the outage map," "I ran a speed test and got X Mbps." This helps AT&T support move faster and avoid asking you to repeat steps you have done. If they ask you to do something you have already done, you can say so. AT&T support can run a line test from their end, send a replacement modem, or schedule a technician visit depending on what the problem is.

How to prevent future outages from affecting your work or calls

If your internet goes down during work or an important call, a mobile hotspot from your phone can keep you online. Most phone plans include hotspot data — check your plan details in your carrier's app or by calling customer service. To use it, go into your phone's settings, find "Personal Hotspot" or "Mobile Hotspot," turn it on, and connect your laptop or other device to it like you would any WiFi network.

If you rely on your home internet for work and cannot afford downtime, consider keeping a second internet provider as a backup. Many areas have cable internet (Comcast Xfinity, Charter Spectrum) or fiber (Verizon Fios, local providers) as alternatives to AT&T. You do not need to switch — you can keep AT&T as your main service and pay for a second line from another provider that stays dormant until AT&T goes down. This costs extra but guarantees you stay online during outages.

Frequently Asked Questions

What do the different colored lights on my AT&T modem mean?

Green or blue usually means connected and working. Red or orange usually means connected but with a problem, or trying to connect. Off means no power or no signal. The exact meaning depends on your modem model — check the label on the back or the manual that came with it. The Internet or Online light is the most important one to watch.

Do I need to restart my modem regularly to keep it working?

No, a modem should not need regular restarts if it is working properly. If yours needs a restart every few days or every week, that is a sign it is overheating or faulty. Try moving it to a cooler, more open location. If it still needs frequent restarts, call AT&T to request a replacement.

Can I use my own modem instead of AT&T's?

Yes, but only certain modems work with AT&T internet. AT&T publishes a list of compatible modems on their website. You will need to buy the modem yourself, and AT&T support may be less helpful if you use a non-AT&T modem. Most people find it simpler to use AT&T's modem, which is usually included with the service.

Why does my internet work fine at night but slow down during the day?

Network congestion — more people in your area using the internet at the same time. This is normal and happens to all internet providers. If the slowdown is extreme, call AT&T to check whether your plan speed is appropriate for your area, or ask whether a faster plan is available.

Is it safe to restart my modem while I am working or on a call?

No. Restarting the modem cuts your internet for five to ten minutes. Save your work, close video calls, and finish any uploads or downloads before you restart. If you need internet during that time, use your phone's mobile hotspot.