AT&T 2Wire 2701HG-B Disconnects / Drops

[meatwagon64]

     Hello AT&T community, I'm having some really bad issues with my 2Wire 2701HG-B modem.  This issue is really urging me to switch to cable.  If this issue doesn't get resolved, I will be contacting the President of AT&T, or whoever runs the Internet part of the company.  I did contact the support line and they said they would send out a technician around 8:00 AM (CENTRAL).  It would most likely be covered with our plan that we use.  Hopefully this problem gets resolved.  If not I will be contacting them and contacting them before I get somebody who knows what they are doing.

     The problem I am facing is that I have been disconnecting.  What my modem does is that the DSL lights blinks red and the Internet light turns off.  It reboots itself and I am off what I am going to do.  I wouldn't be complaing about this issue but when I play my XBOX or anything that requires a internet connection, I will disconnect and I will lose my spot in the game.  Wouldn't you be mad if your internet was acting up?  I would and the others would too.  I've read sources saying that AT&T has one of the worst customer support, I'm not sure if it this is true or not, I honestly think it is.  My connection is very stable though when nobody is online or using WI-FI.  The computer which I am typing this is my desktop which is my main PC which controls everything.  (Pretty much I have full accsess to the Control Panel for the 2Wire.)  I was reading something in the 2Wire Panel and it says that you should have your channel and everything else to default settings.  I know that is a great thing that AT&T has told people, especially for the people who don't know that much about modem's or the technical area.

     Does anybody know what settings I should have my modem to?  Which would at least stop the disconnections or make it less disturbance?  It be really great and it would my family less stressed about their internet.  Because it really does affect my family.  If it was a less disturbance then I would be perfectly fine.  About three days ago, I called AT&T and told them that the same thing I am telling you guys.  They said they want me to write every time I disconnected and give them the time.  So I did, and I disconnected seventeen times that 24 hour period.  So please, don't tell me that I am exaggerating this when I am really not.  If you would like, I can give you the times I've disconnected.  And most of them occur around noon.

     All I can is that if this issue is not addressed, I will be fed up with AT&T and I will never come back to this company.

I hope you all have a great week, and I hope to see a reply shortly.

Nickolaus

A person who has depended on AT&T for 3 years.

PS:  The technichan is coming tomorrow morning, should I ask him anything?  Should I ask him for a N-Router or any better routers?  I know for sure that the 2Wire isn't the best router AT&T is producing.  Heck, a lot of people are saying that there is no updates for it and it is a older type of router they produce.

[meatwagon64]

Nobody is here to answer?

[nickaster]

Thanks!

I have a nearly identical problem with the 2701HG-B. At TWO DIFFERENT locations.

My girlfriend can use the DSL just fine, then I show up and it goes haywire - red light comes on, it resets in about a minute, then 20 minutes later it happens again.

This ALSO happens at another friend's house - same model.

I suspect the 2701HG-B is just a piece of junk, but there are a lot of settings in there if you access the router directly from your browser. I really have no idea how to understand most of it, but if anyone has any tips, i'd love to try - that thing is going under a sledgehammer otherwise.

Also - any tips on a new modem/router for ATT DSL that actually works?

[themack707]

you have to go into the wireless settings of the modem http://192.168.0.254

go to home network -> wireless settings 

enter in router password

go down to additional settings -> wireless mode -> CHANGE to "b"

click save

go to home network -> advanced settings

go to private network -> click on 172.16.0.0

 save

[sunshine24/7]

I followed the instructions for difficulty with 2wire and macbook, but after I went to private settings and changed to 172.16.0.0 amd hit save, my computer basically froze and now I can't access the wireless settings page.  Any suggestions?

[sfbayjim]

Meatwagan64/Nickolaus,

There is no problem with AT&T DSL, but an issue with the 2Wire 2701HG-B itself which can not be fixed.  I have been having the same problem you have for a couple of years mainly with the Mac disconnecting over Wi-Fi every 3-5 minutes.  If you connect the Mac via ethernet, there is no problem.  I have called their tech support tier 1 & 2 and they blamed the Mac or the settings on the Mac.

My recommendation is throw away the 2Wire modem and go with Actiontec's DSL Modem.  You can go to BestBuy or Amazon to get it.  I recently purchased the Wireless N model and guess what no problems with disconnects.  I even noticed the speed is faster with Actiontec compared to 2Wire.

Let us know what you end up doing to resolve the issue.

[sgreen002]

There is a real problem with the 2wire 2701HG-B and it is related to wireless connectivity.  I am told that a long term fix for this is currently being pursued, but in the meantime the work around is to set the wireless mode of the 2 wire to 802.11b instead of the default which is 802.11b/g.  This does slow the wireless speeds from 54Mbps to 11Mbps, but that still isn't a bottleneck for a 1.5 or 3 or 6Mbps DSL line.  Until the long term fix is available, this simple configuration change will in most cases eliminate the wireless connectivity issues and the modem/router reset issues. 

The steps are to login to the 2wire by going to 192.168.1.254 in a browser window > click on Home Network > Choose the link for Wireless Settings > Under additional settings choose 802.11b for wireless mode > click save. 

I too suffered from this problem especially with a new iPad2 connecting wirelessly.  Changing the wireless mode to 802.11b has completely eliminated the drops. 

Note:  this issue will not fix those customers who are experiencing DSL sync loss due to physical issues on their copper loop or inside wiring. 

[jhammermil2008]

i agree with the above posts.  the 2wire modem is not good.  i had the same problems and bought an actiontec modem at bestbuy and plugged up my old linksys wireless router. works like a charm.  no problems yet

[nickaster]

WOW!!!! IT seems to have worked! Out of curiosity, can you explain what any of that actually means?

[bobbq]

I had the same disconnect and sluggishness problems with the new 2701HG-B that the AT&T service tech installed earlier this year.  I even flopped back to my previous 2701HG-B and encountered the same problems.  The folks at 2wire were of no help and told me to call AT&T for suggestions.  Since I don't like wasting my time with most of AT&T's outsourced support people, (I've only encountered two excellent support people in all the times I've posed a question to AT&T in the past dozen or so years.  The majority of them just follow a script and simply frustrate the consumer), I turned to this forum.  Lo and behold, this suggestion to switch from 102.11g to 102.11b seems to have corrected my problem since I made the change two days ago. 

My questions are

 1) will this change to 102.11b provide any sort of downgraded service?

 2) if this problem is so common, why can't 2wire come up with a solution?

 3) If 2wire can't fix their problems, why doesn't AT&T wake up and recommend a better gateway product (or is there some sort of secret kick back deal they have with 2wire)?

[bobbq]

Many thanks for your suggestion sgreen002. This disconnect problem had been plaguing my wife's work-at-home business for a long time, causing all her work connections to drop when another laptop connects. I hope it also helps with the extreme sluggishness when two computers are using the internet. I made the change on Friday evening, so the real test will be when the work week begins.

[bobbq]

Evidently 2wire didn't like me questioning why their product won't work as 102.11g, as I can no longer find any reference to my trouble ticket on their website.

[fpsfreak209]

wow i thought  i was the only one with this problem,google searching for days sure did pay off lol,att guy on the phone told me to switch to g wireless,tomorrow i will try b wireless to  see how it goes.i was stumped hehe,i thought it was drivers issue or there was a virus causing the conflict lol.wifi bridge(buffalo router ddrt) seems to be less disconnects.if switch to wireless b still causes trouble then i will try that actiontec modem.thanks for the info.

[RR99i]

This problem with the 2701HG-B's wireless needs to be fixed, if possible.  I've only had DSL service with AT&T for almost two months.  All this time it's been headaches over this gateway.  Thinking it's only been a line issue in my area, it's that but also this gateway.  Very hard to figure out what to say when I'm on the phone with tech support.  Hearing that our line signal is fine.  I'm guessing this issue is with the firmware, hopefully so.  Why offer the 2701HG-B if a major issue has arised.  Mostly wanting just a modem out of all this.

[SondraL]

I agree with this completely. My AT&T high speed DSL has become horribly inconsistent. I work from home and cannot afford to continue dealing with the lack of connection at the most inopportune times. I've had the rudest technician imaginable in my home to test the inside wiring. He found nothing wrong with wiring or the 2Wire router. They claim they sent out a technician to make changes to the "main board", outside at the box, but the issues continue. The connection drops intermittently throughout the day. And, after 9:00PM it's virtually impossible to maintain a connection for more than 20-30 minutes without an interruption in service, which brings up the error screen and results in having to close the browser and reopen. The frustration is becoming more than I can handle. Comcast's Xfinity service is looking like a terrific idea.

[susu1020]

I've been having the same issue for way over a year.  It seems to have gotten worse lately.  I am going to buy an all in one DSL wireless modem/router to see if that will resolve the issue.  After reading all the posts, I believe the 2wire device is causing all the issues.  I will write another update after I get my new router connected.  AT&T should do something about this issue!!!!   I have made multiple calls as well as had an onsite tech ... nothing has resolved the issue.

[NastyNickPee]

http://172.16.0.1/

[NastyNickPee]

RE: sunshine24/7 "I followed the instructions for difficulty with 2wire and macbook, but after I went to private settings and changed to 172.16.0.0 amd hit save, my computer basically froze and now I can't access the wireless settings page.  Any suggestions?"

http://172.16.0.1/

[MerryMarjie]

I hope beyond hope that someone will solve this problem.  The "b" change did not work for me, but I doubt it is my wiring or my cords or connections or computer or placement of the modem, whatever.  I have spent hours on the phone in the past year and a half with AT&T, I have had several repairmen trek through my house inspecting every phone and filter, the modem and filters have been changed out, I have allowed techs to scan my computer for info, I have changed/modified nearly every category on the setup pages, I have watched as techs mess with the box down the street, I have been told I've been "moved" to a top location on the box, I have had wires replaced at the phone box outside, I have talked to at least two dozen people from overseas to here in the U.S., from low techs to high, and still, I have drop-outs, disconnects, "Broadband Link Is Not Available" pages by the dozen.  I have actually gone almost three days at times without a disconnect but the norm is more like 50 a day, in clusters, sometimes many in the space of 10 minutes, sometimes hours without a drop. (How can I download a movie?)  This month the service has become very unreliable, more problems than in past months, but I must tell you a mystery I haven't solved:  from about September last year till February this year, I had no disconnects.  Then they restarted with a fury.

Either my Gateway 2Wire 2701HG-B is the modem from heck. or maybe my entire house wiring should be replaced to "see" if that helps.  Hours have been spent on reading suggestions on the Internet for my problem.  I've scoured forums and tech sites and Googled my fingers off to no avail.  Please, would someone tell me if a fix has actually worked more than one or two days?  Did susu get her new modem and did THAT work?  What kind of modem should I go out and buy on my own to try?  Like others, I am leery of spending more hours on the phone --- the last time I had to explain my problem to 13 people before I got a senior person, but that amounted to nothing.  Still having the problem, folks.

I hope someone will give me THE answer, but at this point, I'm not sure it's possible.  Thanks.

[cb6614]

Hi Merry!
There's something you might look into, type this into the address bar (http://192.168.1.254/mdc) then log into your 2Wire with your admin router password. This is the Management and Diagnostic Console. Look to the left, under "Troubleshooting" and click "DSL Statistics". That takes you to a very useful page. Take a screen shot and post it here. I'll check it for indications of any "signal" issues and post suggestions here for you. If there are ANY signal issues affecting your connection, we'll find them on that page.

[MerryMarjie]

Thanks for the reply, I'm very grateful.  Am having a problem getting this to work, but let's hope it can be read:

Troubleshooting – DSL Diagnostics

General Information
DSL Line (Wire Pair):	Line 1 (inner pair)
Downstream Rate Cap:	6016 kbps
Downstream Atten. at 300kHz:	6.1 dB
Uncancelled Echo:	-17.1 dB	Ok
VCXO Frequency Offset:	-39.1 ppm	Ok
Final Rx Gain:	9.9 dB	Ok
Impulse Noise Comp. Tones:	0	Ok
Excessive Impulse Noise:	0	Ok
Impulse noise protection:	0.02
Delay of latency path:	0.25 ms

Guess I'll try to post more, keep getting "exceeds 20,000 characters" problem.

Thank you for your attention!

MerryMarjie

[MerryMarjie]

I'm sorry, I've tried screen shots and everything but it keeps saying I'm exceeding 20,000 characters.

[MerryMarjie]

Never give up! Hope you can enlarge/read it!

[cb6614]

Hey Merry, that screenshot was perfect and I think I know what is causing all the problems. First I gotta ask, do you have that 2Wire connected to a surge protector, power strip, or any way other than directly to the power outlet in your wall?

[MerryMarjie]

Thank you!  Yes, I have the 2Wire plugged into a surge protector.  I also thought about the power supply and switched out and bought a new surge protector a few days ago but it made no difference, am still having outrageous outages.

[cb6614]

Merry,

That is the problem here, the surge protector. The 2Wire should have a direct connection to a power outlet in the wall. The power supply for the 2Wire is already a surge protector and connecting it to another surge protector can reduce the voltage to the modem which will shorten the life of the 2Wire and negatively affect your modem's ability to sync with the network. This is NOT part of the help desk's troubleshooting flow and that's why no one's been able to pin point the issue. They're not looking for it. I've talked to COUTLESS customers who've had their modems connected to surge protectors or power strips and had similar port statistics as those you posted, similar complaints of intermittence, and similar luck with the help desk reaching their resolution. REMOVE the surge protector, connect the modem directly to the power outlet in the wall, and monitor your connection for a while. I'm 200% sure you will see a drastic improvement. 

[MerryMarjie]

Thank you so much.  I will definitely try this, but we also have to think that in this day and age, who has a spare wall outlet??!!!!  I'll disconnect everything else for this fix and see if it works, and I'll report back after a couple days, am hoping this will solve the devilish problem (NO one, and I mean NO one, ever mentioned this factor before, though as I said, it did occur to me).  The problem I have is a manufacturer who would make a product with this condition knowing how many other electrical appliances require specific power lines!  I'm at the point now, though, where I either spend $100 on a new modem/router or call out an electrician to put in a dedicated line, may pay me in the end to call the electrician!

Thanks so much for your help, am delighted that you had one suggestion that no one else had brought forth.

MerryMarjie

[MerryMarjie]

OK, your advice is very valid, but I can't prove it 100% at this point.  After crawling under furniture and disconnecting everything, I discovered that the 2Wire box plug is much too bulky for the outlet and wouldn't leave room for any item other than a simple two-prong plug.  Thus, for practical purposes, it would require a dedicated outlet (which I still may order).  For the time being, I removed all other electrical plugs from the surge protector and I believe that made a big difference.  From reading the broadband statistics, I can see that my outages were much less in the last 24 hours than they were in the previous hours, an indication that this temporary fix was justified.

Nevertheless, I have ordered a new modem since this one is now about 18 months old, and if that solves the numerous outages, I will report back.

Thank you so much for the attention to this problem as I think your solution really works.  You have at least made my life easier!

MerryMarjie

[mjn999]

I have been struggling with 'broadband error' disconnect messages for the last few months and lost all connection 2 days ago.  After all the usual reboots, I unplugged the router from the surge suppressor and plugged it straight into the outlet.  Voila!  I'm connected.  Thank you.  I will see if the 'broadband error' messages continue.  

[pfranczak]

What exactly did you see in that screenshot to make you think it was the power?  I have had a 2wire for over a year.  It was rock solid from install, but the last couple of months, dropping for about 15-45 seconds maybe 2 to 5 times a day.

Had a tech out, did the inside/outside wire test, ran some changes through his Toughbook, got a little better (I think), now more drops.  Good news is that they found out I was too far for the 6Mbps they were charging me, so I eventually got a refund and now down to 3Mbps.

I have had this on a power strip since I have had it.  I am moving it to its own power outlet - but it was solid for over a year.  Maybe I moved some devices around on the power strip?  Or did the lower voltage permanently damage it?

Anyway, if you could point me as to what to look for on the advanced diags, that would be helpful.  Thanks much for the tip, I was sure it was the DSL line (support/tech told me the modem/2Wire was fine).