This article provides a product overview of the IP-DSL 2701HGV-B Gateway, along with configuration and troubleshooting information for U-verse agents trained to support IP-DSL customers.
The 2Wire 2701 HGV-B is not shipped with new IP-DSL orders. It is used in like-for-like replacements of devices that are still under warranty.
Note: IP-DSL customers must purchase their IP-DSL CPE, which has a 30-day buyer's remorse (BRE) period and a one-year warranty.
Note: IP-DSL customers must purchase their IP-DSL CPE, which has a 30-day buyer's remorse (BRE) period and a one-year warranty.
- Firmware Version 6.3.15.2 - Supports the U-verse features, which includes IGMP, 802.1x, captive portal, TR-98 and extensions, Quality of Service (QoS), and AT&T Voice over Internet Protocol (VoIP) support.
- Not HPNA-compatible.
- Not USB-compatible.
- Support and GUI is the same as that of the 2701HG minus the point of protocol over Ethernet (PPPoE) configuration.
- The Reset button is located on the back of this unit.
- Uses the Motive CD-Less registration flow.
- Uses 802.1x.
- Four Ethernet Ports, Wi-Fi, and VoIP ATA.
- [Front Horizontal - Screenshot]
- [Back Horizontal - Screenshot]
- [Front Vertical - Screenshot]
- [Back Vertical - Screenshot]
- [Setup View - Screenshot]
Jump to: Remove or Disable Conflicting Applications | Check Browser and System Requirements | Choose Computer and Connection Type | Filter Installation | Ethernet Connection
Internet-sharing software and PC-based firewall applications typically interfere with the gateway and should be removed or disabled before installing the gateway. The gateway provides the same features as the products listed below. If any of the following, or similar, applications are installed on the computers, remove or disable them according to the manufacturer's instructions before proceeding.
- Internet-sharing applications - Microsoft Internet Connection Sharing, Intel Anypoint ISS, and 3Com HomeClick
- Proxy software - Wingate and Sygate
- Security software - Norton Internet Security, Black Ice, and Zone Alarm
Check Browser and System Requirements
Verify that the customer's computers meet the following minimum requirements:
Verify that the customer's computers meet the following minimum requirements:
- Browser Requirements
- Windows: Microsoft Internet Explorer 5.5 or higher (included on the 2Wire CD), Netscape Navigator 4.7 or higher, or Firefox 1.0 or higher
- Macintosh: Safari 1.0, Microsoft Internet Explorer 5.0, or Netscape 4.74 or higher
- System Requirements
- 5MB of available hard-disk space for the gateway software
- Microsoft Windows 7, Windows Vista, Windows XP, Windows 2000, Windows NT 4.0 with Service Pack Windows ME, Windows 98/98SE, or Mac OS 8.6 or higher
- Network adapter (e.g., Ethernet, USB, or 802.11b/g wireless)
While the browsers and operating systems (OS) listed above meet the minimum requirements, not all browsers and OS listed here fall within AT&T scope of support. Refer customers with browsers/OS not in our scope of support (available for U-verse Care only) to ConnecTech.
There are many ways to set up a network; typically, the first computer is located in the same room as the gateway and the U-verse connection. Ethernet is the preferred connection method for the first computer, although instructions for connecting via wireless are also provided. The first computer connected to the network is used to configure the gateway for proper operation. Save and close all open programs before beginning this process.
Note: Previous DSL customers may have filters installed. Confirm with customer that filters are still in all locations.
Note: Previous DSL customers may have filters installed. Confirm with customer that filters are still in all locations.
Regular telephone and U-verse HSI signals are carried over the same line. Converting a regular telephone line to U-verse can cause high-pitched tones and static when using the phone. Installing a filter on every telephone or telephone device sharing the same telephone number as the U-verse HSI separates these signals and eliminates the noise. Do not install filters if the telephone line is only carrying a U-verse HSI signal.
Install the U-verse HSI Filter
- Locate the phone jack where the gateway is located.
- Insert the U-verse HSI filter into the jack.
- If there is a phone, answering machine, fax machine, satellite TV equipment, or other phone device in this jack location, plug it into the filter port labeled PHONE.
- Install a filter on all other phone devices in the house (e.g., dial-up modems, fax machines, Caller ID devices, and receivers. Plug each of these devices into the filter port labeled PHONE. [Phone Jack - Screenshot]
For Wall-Mounted Phones
If the customer has a wall-mounted telephone, install a wall-mount filter following these steps:
If the customer has a wall-mounted telephone, install a wall-mount filter following these steps:
- Lift the telephone from the wall pegs and disconnect the phone cord from the wall jack.
- Connect the telephone cord from the back of the filter into the wall jack. Align the keyhole slots on the filter with the wall plate pegs and press down gently to secure.
- Connect the telephone cord to the phone jack located on the front of the mounted filter.
- Attach the telephone to the mounting pegs on the filter and the installation is complete. [Wall Mount - Screenshot]
- Connect the dual-port phone filter to their wall jack.
- Phone service is not required to set up high-speed Internet.
- If the customer has a phone that shares this jack, plug it into the port labeled PHONE on the dual-port phone filter.
- Connect the green data cable from the port labeled DSL/HPNA on the dual-port filter to the phone line port on the gateway. [Setup View - Screenshot]
- Connect the yellow Ethernet cable from an Ethernet port on the gateway to the Ethernet port on the PC.
- Connect one end of the power adapter to the power port on the gateway and plug the other end into an electrical outlet. The customer should see a blinking then steady green power light.
- The gateway is now powering up. Wait up to 15 minutes for the DSL and Internet indicator lights to be solid green and the Ethernet indicator light to be blinking green.
- Do not unplug the power adapter or green data cable. Unplugging the gateway before power up is finished can damage the gateway.
- If the DSL light does not turn solid green or continues to blink after 20 minutes, repeat the setup process, or try another phone jack in the home.
- Have the customer turn on PC or Mac and open an Internet browser.
- The AT&T Online Registration page appears automatically. If it does not, have the customer type https://uverseactivation.att.com in the address line and continue with the online registration.
A wireless connection requires a wireless-enabled laptop or desktop computer with an 802.11b/g wireless network adapter installed.
Locate the Serial Number and Wireless Encryption Key
The serial number of the gateway is used as the network name (SSID). Beneath the serial number is a 10-digit number, which is used as the encryption key. These are located on the bottom of the gateway (shown in vertical orientation). This information is needed to configure the wireless adapter. [Serial Number and Wireless Encryption Key - Screenshot]
- The network name is the word 2WIRE (in all capital letters), followed by the last three digits of the gateway's serial number (e.g., 2WIRE110).
- In the future, all SSIDs may be increased to 10 characters in length (e.g., 2WIREXXXXX).
- The sticker on the RG provides the correct SSID.
- The encryption key is a 10-digit number located beneath the bar code on the bottom of the gateway. In the Serial Number screenshot above, it is 1234567891.
Note: For Mac OS X users, the $ character may need to be added at the beginning of the encryption key (e.g., $1234567891).
For operating system-specific wireless connection setup instructions, refer to:
- Configure Wireless Connections with Windows XP
- Configure Wireless Connections with Windows Vista
- Wireless Connection with Windows 7
- Airport and Airport Extreme 2Wire Configuration for Macintosh
The serial number of the gateway is used as the network name (SSID). Beneath the serial number is a 10-digit number, which is used as the encryption key. These are located on the bottom of the gateway (shown in vertical orientation). This information is needed to configure the wireless adapter.
- Install and configure the wireless adapter according to the manufacturer's instructions.
- Use the network adapter configuration software or Windows network-connection wizard to set the network name (SSID) and encryption key (WPA).
- The network name is the word 2WIRE (in all capital letters), followed by a sequence of numbers (e.g., 2WIRE123 or 2WIRE12345).
- The encryption key is a 64-bit hex value, located beneath the bar code on the bottom of the gateway.
- For Mac OS X users, the $ character may need to be added at the beginning of the encryption key (e.g., $1234567891).
Jump to: Third-Party CPE and Bridge Mode | Broadband Link Unavailable Error | Authentication Error | Firmware Upgrade Potential Issue
Third-party routers are incompatible with the 2701HGV-B and should be removed prior to troubleshooting; 2701HGV-B cannot be put into Bridge mode. Placing the 2701HGV-B gateway in Bridge mode causes the device to be unable to authenticate and subsequently renders the customer without Internet connectivity.
The 2701HGV-B is capable of displaying diagnostic information on the customer's browser, in addition to displaying status via the LED lights. This section covers the Broadband Link Unavailable (No Sync) condition.
When the 2701HGV-B is unable to sync or maintain sync with the IP-DSL, two conditions occur:
- The DSL LED blinks red to indicate that the device is attempting to sync/re-sync.
- Additionally, if the customer is currently browsing or attempts to browse and the device loses sync, the customer may encounter the error The Broadband Link is Currently Not Available. [The Broadband Link is Currently Not Available - Screenshot]
Run SCANR and follow the recommendations.
The 2701HGV-B is capable of displaying diagnostic information on the customer's browser, in addition to displaying status via the LED lights. This section covers the Broadband Authentication error (Unable to authenticate/obtain an IP).
When the 2701HGV-B is unable to authorize itself and pull down an IP address, the device exhibits the following:
When the 2701HGV-B is unable to authorize itself and pull down an IP address, the device exhibits the following:
- Non-lit Internet LED light
- Broadband Authentication Failure (if the customer is currently browsing or attempts to browse and the device loses connectivity) [Broadband Authentication Failure - Screenshot]
Run SCANR and follow the recommendations. If SCANR is down or unavailable, perform the following BAU troubleshooting steps:
- Verify the customer is utilizing IP-DSL (identified with red letters at the Top of CRM).
- Verify that the customer has a 2701HGV-B via G2.
- Check account status/registration in the G2 LS Tool.
- Identify the issue.
- If the customer does not have newest firmware 6.3.15.2, perform a reboot.
- If the firmware is:
- Upgraded, end the call
- Not upgraded, perform a factory reset
- Upgraded after the reset, end the call
- Send a new 2701 to replace the defective one and handle the replacement BAU if the customer has the old firmware after reset.
- Process a CPE swap via CRM/OMS with a due date for three business days from the time the order/request is made (e.g., if placing the order on September 10, 2013, the due date is November 13, 2012).
- UPS does not deliver on weekends or holidays.
- Verify with the customer that someone is going to be available to accept the shipment at the service address provided or obtain an alternate shipping address. If applicable, update address on the shipping screen when placing the order.
| Type | Status | Definition |
| Power light | Off |
The gateway is not getting power:
|
| Blinking green (slow) | The gateway is undergoing POST (power-on self test). | |
| Solid green | Power is on. | |
| Blinking orange | The gateway is undergoing a software upgrade. | |
| Solid red | System error; contact Technical Support. | |
| Ethernet, USB, or Wireless light | Off | The gateway is powered off or booting-up. |
| Solid green | Device(s) is connected via Ethernet, USB, or wireless. | |
| Flickering green | Data traffic is coming into or going out from the network | |
| DSL light | Off | Powered off or booting-up |
| Blinking green (slow) | Attempting to establish a connection to the broadband service | |
| Blinking green (fast) | Unable to connect to the DSL signal for more than three minutes | |
| Solid green | Connected to the broadband service | |
| Internet light | Off | Unable to detect a DSL signal or the DSL signal is detected and the gateway is attempting to train |
| Blinking green (fast) | Attempting to establish a connection to the broadband service | |
| Solid red | Cannot connect to the broadband service |
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