Fusion IP Broadband (Internet Protocol Broadband), is a service introduced in 2015. IP Broadband is a service we deliver using the AT&T U-verse copper and fiber infrastructure. It utilizes fiber cabling from the CO to a junction box. From there, it is either copper lines or more fiber cabling to the home.
It uses a digital signal as opposed to an analog signal, and comes with a Voice over Internet Protocol (VoIP) service. This is delivered through the Sonic Analog Telephone Adapter (ATA).
Fusion IP Broadband utilizes the U-verse infrastructure and Residential Gateway (RG).
Connectivity and PerformanceWhen your connection is down and unusable we refer to it as "No connectivity". However, "Intermittent connectivity" describes a situation in which your Internet connection is usually active but periodically or consistently disconnects.
Sometimes, your connection is established, but is performing poorly. Symptoms manifest in slow speed, web-site inconsistently loading or streaming media buffering periodically.
If you are experiencing issues such as these, the following tips may be useful to you!
Reboot Your Device
Often times, simply rebooting your computer, tablet or smartphone can restore your ability to surf the Internet. This is, absolutely, the first step you should take!
Check Wires and Cables
All wiring and cabling should be secured. Over time your wires and cables can become loose and even dislodged. You would be surprised how often a wire becomes, inadvertently, disconnected due to pets, children and house cleaning!
Connect to the Residential Gateway
Many people use a router in addition to the provided RG. If you are in this situation, please connect your device to our RG, instead of your router. This step helps determine if the router is at fault.
Sometimes bypassing a router will reveal that the issue is no longer persisting. At which point, it can be determined that the equipment is faulty rather than service being down.
Test Multiple Devices
Sometimes a faulty device (ex. laptop, tablet or smartphone) can give users the impression that the Internet service is down. A great way to test this is to use other devices to see if the behavior persists. If other devices work as intended, it may be worth looking into why a specific device isn't connecting.
Reboot the Modem
- Unplug the power from the RG
- After 10-15 seconds plug, the power back in
RGs are like any other electronic device; from time to time they want to be rebooted. If an RG hasn't been rebooted in a while, it can result in some strange and varying behavior.
It is important to refresh the RG from time to time, as it is often the quickest way to resolve a given issue.
Hold the reset button or pinhole for 10-15 seconds then release! Factory resetting a device operates in many ways, like rebooting a device. However, it also brings your device to factory default settings. This tends to be a last resort, as it will remove any custom settings that were changed on the RG.
IP Broadband Voice
If you are experiencing issues such as having no dial tone, being unable call out or receive calls, you will want to reboot your ATA.
- Unplug the power from your ATA
- After 10-15 seconds, plug the power back in
You will also want to ensure that the internet connection is working properly and that all cables are plugged in and secure. Give it 5-10 minutes to reboot and in most cases your issue should be resolved. If you are still experiencing issues, please contact Sonic Support.
IP Broadband and Wi-Fi Troubles
Below are a list of helpful tips when troubleshooting IP Broadband Wi-Fi issues. For general Wi-Fi troubleshooting, please check out Wi-Fi Troubleshooting.
- See if it is occurring on multiple devices
- Reboot the modem
- Change the Wi-Fi Channel
- Ensure Wi-Fi drivers on your devices are up to date