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I cannot get it to come back on line through wifi. continues…

Customer Question
I cannot get it...

I cannot get it to come back on line through wifi. continues to sat that eather net cable broken or missing

Technician's Assistant: Are you able to connect using an ethernet cable?

I will need to buy one. We have always been on wifi. ATT

Technician's Assistant: Which lights are colored and/or blinking on your router?

1 green

Technician's Assistant: Anything else you want the Network Expert to know before I connect you?

We will be leaving AT&T but will still want to use wifi

Submitted: 7 months ago.Category: Computer
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Answered in 4 minutes by:
12/12/2017
Tech Support Specialist: Suhasini Velu,
 replied 7 months ago
Suhasini Velu
Category: Computer
Satisfied Customers: 640
Experience: Engineer at CSS Corp Pvt Ltd
Verified

Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

Before we proceed with any troubleshooting,please once unplug your router from the wall outlet wait for 2 minutes and plug it back in.
Let me know when this is done.

And please provide the model number of your router please.

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Customer reply replied 7 months ago
I will have to continue later. Left for work. Is that possible?
Tech Support Specialist: Suhasini Velu,
 replied 7 months ago

Sure, write back to me whenever you are comfortable, if am available I'll respond to you ASAP.

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Tech Support Specialist: Josh, Support Specialist replied 7 months ago
Josh
Josh, Support Specialist
Category: Computer
Satisfied Customers: 21,965
Experience: 5 years as Network Admin, 10+ years of IT support
Verified

Hello:

I'm so very sorry it took so long for someone to offer assistance to you. My name is ***** ***** I've just come online and saw your question waiting. Before we start, can you please confirm if you still need assistance with your question? Thank you!

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Customer reply replied 7 months ago
help is still needed
Customer reply replied 7 months ago
Hello Josh,
Again, I still need the help
Tech Support Specialist: Josh, Support Specialist replied 7 months ago

What is the make/model of the device?

Also, what is the exact error message?

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Customer reply replied 7 months ago
It is a Gateway. It will not connect to the enter net. The only connection that it shows is airplane mode. Nothing else shows for a connection
Tech Support Specialist: Josh, Support Specialist replied 7 months ago

Are you able to turn off airplane mode?

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Customer reply replied 7 months ago
No
Customer reply replied 7 months ago
Airplane mode is not on. When I try to connect it to wifi, everything disapears except airplane mode.
Customer reply replied 7 months ago
HOW CAN YOU CONNECT TO THE COMPUTER WHEN IT IS NOT ON LINE?
Customer reply replied 7 months ago
re you still there?!
Customer reply replied 7 months ago
Disregard. Help no longer needed!
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