How Do I Report a Problem with My At&t Wireless Internet Service?

Network problems are unavoidable. That's why GetHuman, an online customer care resource provider, has developed this guide to help its customers in reporting problems with their internet service, reboot their Wi-Fi gateways, and understand the power status lights on gateway modems.

AT&T is a leading telecommunications operator in the United States that provides fixed and mobile network solutions. Apart from network carrier services, the company offers pay-tv and peripheral services, which include disaster recovery. Individuals who have subscribed to the operator's network carrier services can use the few pointers below to resolve their AT&T wireless service problem.

Reporting a problem with AT&T Wireless Internet service

The following steps will help you to resolve your network connectivity issues and get back online in no time:

  1. Visit your smartphone's application store.
  2. Download AT&T's Mark the Spot app that's compatible with iPhones, Android, Blackberry, or Windows devices, depending on your device.
  3. The app allows you to relay feedback on your network experience, and also to report any issues you may be experiencing with your network.
  4. Open the Mark the Spot application on your mobile device.
  5. Click on "Where did it happen."
  6. Select "What happened."
  7. Select "Where were you."
  8. Click on the icon that reads "Submit."
  9. Select "Save" to have an offline copy of your progress, if you're still unable to connect to the network.
  10. A red pin denotes the saved report on the map.
  11. Once your device has successfully connected to the internet, you can select "Submit" to finalize the reporting process.
  12. AT&T will send you a free message once it receives your report.

However, it's worth noting that reporting network issues or dropped calls using the Mark the Spot application doesn't warrant an immediate response. Also, network issues may occur due to downtime on your gateway IP server.

Below are guidelines that could help you restore network connectivity after such an instance.

How to reboot your Wi-Fi gateway?

  1. Unplug the power cable from the gateway modem or Wi-Fi router. If your gateway device has an internal battery, remove it. Also, if your modem has DSL telephone service integration, disconnect the connection.
  2. Give the gateway system an allowance of at least 20 seconds before reconnecting.
  3. Insert the battery back in where applicable.
  4. Proceed to plug in the power supply cable and reconnect the DSM telephone service cables.
  5. Wait for a minimum of 10 minutes for the gateway server to switch back on.
  6. Watch out for a solid green light that indicates the device is fully activated.

It's crucial for clients who use AT&T's network carrier services to know what the colors on their Wi-Fi gateway interfaces mean in terms of network connection. This way, you can identify problems earlier and with much ease.

How to read the power status lights on the gateway modem?

  1. Green means the gateway is powered on.
  2. When it flashes green, it shows that the device is in the process of turning on.
  3. Amber signifies that there's a software update in progress, and in this case, you shouldn't turn off the gateway.
  4. On the other hand, red indicates a malfunction in the system.


AT&T customers experiencing dropped calls and network issues can contact the AT&T customer care help desk. The agents will respond to your queries, and you can also request information on smart home management options and how to maximize your home network coverage.

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How Do I Report a Problem with My At&t Wireless Internet Service?

Why Did GetHuman Write "How Do I Report a Problem with My At&t Wireless Internet Service?"?

After thousands of AT&T Wireless customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together How Do I Report a Problem with My At&t Wireless Internet Service? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting AT&T Wireless if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.

Why does GetHuman Write How-to Guides for AT&T Wireless Problems?

GetHuman has been working for over 10 years on sourcing information about big organizations like AT&T Wireless in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How Do I Report a Problem with My At&t Wireless Internet Service? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.

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