Reply
Posted Dec 24, 2013
12:28:59 PM
Google Services(Gmail, Search) Timeouts or Slow
Edited by bustedmagnet on Dec 24, 2013 at 12:50:27 PM

Hello, I'm brand new UVerse GigaPower user.

 

The transition to this new service hasn't gone as smoothly as I hoped but I want to try to figure out this most annoying issue for now.

 

First of all, I'm using all of the default settings on the device provided by AT&T. The Motorola NVG589. On speedtest I'm getting the advertised speeds of 300/300 with a 15ms ping.

 

So the problem is, when I do a google search from chrome, it hangs there until it eventually times out and then I have to reload the page, after which the search results appear. Another example is in Gmail, sometimes the inital page is very slow to load, but it hangs forever when trying to open individual emails. Again, multiple page refreshes seem to fix this. 

 

Again, everything is default. I'm tempted to try to disable WIFI on the NVG589 and use my own router but hoping I can resolve it without going through that. 

 

Thanks!

 

PS. I'd like to add that youtube(google) is also unusable.

0
(0)
  • Rate this reply
View profile
Solved
Dec 28, 2013 7:11:30 PM
0
(0)
Teacher
Edited by mwhahaha on Dec 28, 2013 at 7:45:13 PM

FYI, I don't think it's dns related but I think it may be IPV6 related.  I attempted to do some a speed test the other day an IPV4 was fine but IPV6 was flakey.  In addition, when I look at my connections, it appears that it's using IPV6 to get to google.  You could try turning off IPV6 on your computer and see if the timeouts go away.

 

I don't believe IPV6 was enabled before I upgraded to the 300/300 service so that would explain the post-upgrade issues.

 

EDIT: To test I just disabled ipv6 on my laptop and google/facebook and it appears that I no longer have the random timeouts and the sites load much faster.  You could disable IPV6 on the router if you want to do it for your whole house.

Accepted Solution

Google Services(Gmail, Search) Timeouts or Slow

[ Edited ]
4,203 views
16 replies
(3) Me too
(3) Me too
Post reply
Replies
(16)
0
(0)
  • Rate this reply
View profile
Dec 24, 2013 1:10:54 PM
0
(0)
Community Specialist

Thanks for posting here in the Community @bustedmagnet , we can certainly do what we can to resolve this for you.  I can't say right off what the issue may be but fortunately we have a great team of specialists who can help. Send us a private message here with your full name, account number, contact information and the best time you can be reached. We'll be in touch!


Rethink Possible

For account specific help, please send a private message to ATTCustomerCare

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Google Services(Gmail, Search) Timeouts or Slow

2 of 17 (4,161 Views)
0
(0)
  • Rate this reply
View profile
Dec 24, 2013 1:16:34 PM
0
(0)
ACE - Master
@bustedmagnet - Try setting your computer DNS server to Google - 8.8.8.8 & 8.8.8.4 (if you set a secondary). Response should appear as you remove your finger from the button.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Google Services(Gmail, Search) Timeouts or Slow

3 of 17 (4,156 Views)
0
(0)
  • Rate this reply
View profile
Dec 24, 2013 3:01:20 PM
0
(0)
Community Support

Hi bustedmagnet,

 

We have received your message and look forward to working with you to get this resolved.

 

-David T

If you encounter any issues with your service or equipment, we recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Google Services(Gmail, Search) Timeouts or Slow

4 of 17 (4,132 Views)
0
(0)
  • Rate this reply
View profile
Dec 25, 2013 7:03:30 PM
0
(0)
Tutor

Hello, with the device that is provided, you cannot alter the DNS settings.

Re: Google Services(Gmail, Search) Timeouts or Slow

5 of 17 (4,088 Views)
0
(0)
  • Rate this reply
View profile
Dec 25, 2013 8:09:29 PM
0
(0)
Expert

bustedmagnet wrote:

Hello, with the device that is provided, you cannot alter the DNS settings.


 

You cannot alter the DNS settings on the Motorola gateway, but you can alter the DNS settings on your computer, which is what was suggested.

 

Re: Google Services(Gmail, Search) Timeouts or Slow

6 of 17 (4,082 Views)
0
(0)
  • Rate this reply
View profile
Dec 26, 2013 9:40:34 PM
0
(0)
Teacher

I too am having the same issues.  I did not have these connection issues prior to upgrading to the 300/300.  When I had the slower speed and old modem it did not have these timeout issues.

Re: Google Services(Gmail, Search) Timeouts or Slow

7 of 17 (4,036 Views)
0
(0)
  • Rate this reply
View profile
Dec 27, 2013 7:15:44 AM
0
(0)
Tutor

I have been trying to resolve this via PM but so far no luck. I've changed DNS on my Mac and it hasn't improved anything. I'm glad to know I'm not the only one with this issue.

Re: Google Services(Gmail, Search) Timeouts or Slow

8 of 17 (4,010 Views)
0
(0)
  • Rate this reply
View profile
Solved
Dec 28, 2013 7:11:30 PM
0
(0)
Teacher
Edited by mwhahaha on Dec 28, 2013 at 7:45:13 PM

FYI, I don't think it's dns related but I think it may be IPV6 related.  I attempted to do some a speed test the other day an IPV4 was fine but IPV6 was flakey.  In addition, when I look at my connections, it appears that it's using IPV6 to get to google.  You could try turning off IPV6 on your computer and see if the timeouts go away.

 

I don't believe IPV6 was enabled before I upgraded to the 300/300 service so that would explain the post-upgrade issues.

 

EDIT: To test I just disabled ipv6 on my laptop and google/facebook and it appears that I no longer have the random timeouts and the sites load much faster.  You could disable IPV6 on the router if you want to do it for your whole house.

Re: Google Services(Gmail, Search) Timeouts or Slow

[ Edited ]
9 of 17 (3,976 Views)
Solution
0
(0)
  • Rate this reply
View profile
Dec 30, 2013 12:13:36 PM
0
(0)
Tutor
Edited by bustedmagnet on Dec 30, 2013 at 12:30:05 PM

Thank you!!! This definitely seems to have fixed it. I went ahead and turned it off on the router and instantly my page loads with google are much faster.

 

It appears that using Google IPV6 DNS works just as well, if you don't feel like turning off IPV6.

https://developers.google.com/speed/public-dns/docs/using#setup

 

So instead of 8.8.8.8 and 8.8.4.4 use:

 

  • 2001:4860:4860::8888
  • 2001:4860:4860::8844

Re: Google Services(Gmail, Search) Timeouts or Slow

[ Edited ]
10 of 17 (3,891 Views)
0
(0)
  • Rate this reply
View profile
Dec 31, 2013 10:48:22 AM
0
(0)
Teacher

So is it IPV6 DNS that is the issue or is it IPV6 connectivity?  Have the timeouts stopped completely since you statically defined Google's DNS servers on your system?

 

Unfortunately since you cannot change the DNS servers on the router, I guess the only option if you want to continue to use IPV6 is bypass the ATT provided equipment and setup your own router to distribute your custom DNS settings or statically set it on all your machines.

Re: Google Services(Gmail, Search) Timeouts or Slow

11 of 17 (3,829 Views)
0
(0)
  • Rate this reply
View profile
Jan 7, 2014 11:47:36 PM
0
(0)
Tutor

i was having timeouts every few minutes.  i disabled ipv6 via the att router and they seem to have gone away.

Re: Google Services(Gmail, Search) Timeouts or Slow

12 of 17 (3,701 Views)
0
(0)
  • Rate this reply
View profile
Jan 13, 2014 11:21:49 AM
0
(0)
Tutor

Was having some serious issues with tablets and phones connected through wifi. Once disabled IPv6, all the problems went away. Thanks!

Re: Google Services(Gmail, Search) Timeouts or Slow

13 of 17 (3,604 Views)
0
(0)
  • Rate this reply
View profile
Feb 1, 2014 2:05:04 PM
0
(0)
Teacher

For anyone who wants IPV6, I did some further testing and it appears that the Reflexive ACL firewall setting may be what is causing the issues.  I tested by setting up the uverse router in IP Passthrough mode and used google's public IPV6 DNS servers on my own router.  When I disabled the Reflexive ACL option under the Firewall settings and was able to get 160+Mbps.   With the Reflexive ACL option enabled, I was getting timeouts and weird connection issues. As a word of warning however, that means your devices will be accessible to anyone over the internet unless you put your own IPV6 firewall in place somewhere.

Re: Google Services(Gmail, Search) Timeouts or Slow

14 of 17 (3,292 Views)
0
(0)
  • Rate this reply
View profile
Jun 8, 2014 10:47:50 PM
0
(0)
Tutor

This still seems to be a problem with GigaPower. Having to disable ipv6 on all my devices is a nuisance. I'm not even sure how to do it on iOS. Is there any traction on the ATT side to address this problem? I called tech support with this issue and suggested ipv6 as a culprit and they refused to acknowledge it.

Re: Google Services(Gmail, Search) Timeouts or Slow

15 of 17 (2,222 Views)
0
(0)
  • Rate this reply
View profile
Jun 17, 2014 11:08:17 AM
0
(0)
Teacher

I have really long pings, and terrible download/upload speeds. When I do a tracert my first leg, the Uverse hop is fine, 1ms or less. The rest of the route is terrible:

 

1ms to         192.168.1.254 - dsldevice.att.net

1007ms to   104.49.220..3 - lightspeed.frokca.net - this is their router, probably local

next hop timed out

952 ms to      12.83.77.141

618ms to       12.122.136.181

next hop timed out, another route attempted

672ms to     216.239.49.168

934ms to     209.85.246.253

946ms to       72.14.232.63

450ms to       72.14.233.200 - these are probbaly in the same building

808ms to     216.239.48.165

next hop timed out, another route attempted

889ms to         8.8.8.8

 

a ping is 900ms, a ping from another site, by another route, 11 hops is 23ms.

 

My conclusion is that Uverse, which I thought was my problem is working fine, it's ATTs routing and infrastructure that's the problem. Correct me if I'm wrong.

Re: Google Services(Gmail, Search) Timeouts or Slow

16 of 17 (2,042 Views)
0
(0)
  • Rate this reply
View profile
Jun 17, 2014 11:10:38 AM
0
(0)
Tutor

Definitely try disabling IPv6 on your computer.

Re: Google Services(Gmail, Search) Timeouts or Slow

17 of 17 (2,040 Views)
Share this post
Share this post