Pre-order the New Samsung Galaxy Z Flip4 & Galaxy Z Fold4 and, for a limited time, get twice the storage and a free case!
Get superfast AT&T Fiber internet
Shred's profile

New Member

 • 

11 Messages

Fri, May 27, 2022 9:07 PM

ATT CEO John T. Stankey, screwing entire ATT or trying to repair the previous damage?

I thought Spectrum was bad. ATT used to be a great company with great customer support. I have ATT customer support calling twice for an incomplete app when I already talked to someone yesterday. Today some lady from India left a call back number that I couldn't understand what she said. I understood everything except for the call back number. Usually I can understand the outsourced foreigners. I don't mind the outsourced support as long as I can understand. 

 

Fiber tech support are very very limited in knowledge. Fiber tech support makes up for lack of knowledge by coping and pasting generic possible fiber speed issues even if it doesn't apply. I had to keep repeating myself in the ATT chat, saying I'm testing the speed by connecting only a PC directly to the ONT, 5Gb blue port #1. I asked the first fiber tech that couldn't help and we were just going around in circles, to escalate to a higher tech and was transferred to Carlos that seemed to have the same knowledge and cheat sheet. I asked to escalate for an even higher level tech or supervisor, Carlos says he was a supervisor and there's no other higher level. Only if I pay for one. And this is only the second day I've had this new fiber 1Gbps service and equipment. 

 

The management for fiber installers aren't listening to the installers who also repair. Installers are working on the front lines and knows what works and what will have problems. Which causes more repair work in the field and or longer installations times.

 

I hope ATT gets their act together because before ATT fiber, Spectrum/Charter had a monopoly on the cost in my area in Los Angeles and every year when the promotion expired and had to fight for another promotion or find other creative ways.

Constructive

Employee

 • 

28.7K Messages

3分前

you really think the CEO or any other corporate person reads the at&t community forums ? 

tonydi

ACE - Guru

 • 

6.2K Messages

3分前

Well, most of us here aren't using "cheat sheets" 😁 so if you could actually give us details on exactly what problem you're having we'll try and help fix it.  It sounds like you have a BGW320 gateway, 1Gbps service and you have a PC wired directly to the blue gateway port#1 is that right?

New Member

 • 

11 Messages

3分前

@tonydi  Thanks for the reply. I was referring to corporate tech support employees uses cheat sheets and copy and paste.

One problem is: I disabled the 2.4 GHz and 5 GHz. ATT tech confirmed both are disabled but when I disable my mobile phone's data and do a speed test on the mobile, it's download speed is about 300 Mbps

tonydi

ACE - Guru

 • 

6.2K Messages

3分前

😁  I knew who you were referring to.

What Wifi SSID does the phone say it's connected to?

New Member

 • 

11 Messages

3分前

Wifi SSID is the ATT ONT router

browndk26

ACE - Professor

 • 

4.7K Messages

3分前

When you Speedtest on Wi-Fi, whose Wi-Fi network are you connected to? If it’s the gateway, it will be attxxxxxx. You do know that when you select save after Wi-Fi changes, you have to select the continue button that comes up on the next screen? As @tonydi said, tell us what your problems are and we can assist. 

tonydi

ACE - Guru

 • 

6.2K Messages

3分前

You keep saying ONT, but you're connecting to the BGW320 gateway (modem + router).

If the phone is saying it's connected to the gateway's Network Name (SSID) then you obviously haven't turned the wifi off. 

But why are you trying to disable the wifi on the gateway, do you have a third party router connected?  Is that why?  And if so, do you have the third party router using the same wifi SSID?

ATTHelp

Community Support

 • 

195.9K Messages

3分前

We can walk you through the process of disconnecting your AT&T Wi-Fi, Shred.

 

Our Aces browndk26 and tonydi have asked some great questions that will help us assist you. In addition to answering their questions, make sure that you follow the correct steps to disable your Wi-Fi:

  • Enter 192.168.1.254 into your web browser
  • Go to the Home Network tab
  • Click Wi-Fi, then Advanced Options.
  • Set Wi-Fi Operations to OFF for both the 2.4GHz and 5GHz sections.

We'll be awaiting your response so we can further assist you.

 

Aminah, AT&T Community Specialist

New Member

 • 

11 Messages

3分前

Thanks for the help. Is there a reply button on this platform or do we post a message with @ATTHelp ?

I've all done 4 of the steps. And Status says they are both Disabled.

I've even took out my SIM card to test it. 

ATTHelp

Community Support

 • 

195.9K Messages

3分前

Thanks for getting back to us, Shred. We do appreciate it.

 

 We have received your response on the thread, so your reply has posted. This is just to confirmation that you were able to disable the Wi-Fi on your router and that your test was successful? 

 

Please let us know. 

 

Matthew, AT&T Community Specialist

New Member

 • 

11 Messages

3分前

Sorry for not being clear.

I've done all 4 of the steps since last week and also recently but problem still exists. This problem has existed since the installation on May 26.

Browser Status says:

2.4 Wi-Fi

Wi-Fi Operation = Off, Default = On

Home SSID Enable = On, Default = On

Guest SSID Enable = Off, Default = Off

5 Wi-Fi 

Wi-Fi Operation = Off, Default = On

Home SSID Enable = On, Default = On

 
For some reason, both Network Names (SSID) 2.4 and 5 have reverted back to the default names. I didn't reset them.

My mobile phone is still receiving wifi from the ONT that still has the custom SSID name that I changed but 192.168.1.254 browser Status has the ATT default SSID name. Test mobile download speed is 295.8 Mbps, upload 22.9 Mbps with mobile data off.

PC speed test from Chrome browser: 660.7 Mbps download, 711.7 Mbps upload.

PC speed test from Firefox browser: 296.8 Mbps download, 296.1 Mbps upload.

PC speed test from Edge browser: 665.5 Mbps download, 570.1 Mbps  upload.

Can there be a conflict with the ATT Smart Home Manager mobile app?

(edited)

browndk26

ACE - Professor

 • 

4.7K Messages

3分前

The default column never changes. That just tells you what the settings would be if you factory reset the gateway. Your Wi-Fi is off. 

If you set a custom name for the gateway and the gateway wifi is off, the custom name is still there but grayed out. Do you have  another router connected to the gateway? 


You are not understanding correctly what you see. In the photo below. You see that my gateway Wi-Fi  is off even with a custom network name. 

(edited)

New Member

 • 

11 Messages

3分前

@browndk26 Thanks for the help. I don't have another router connected. Yes I'm aware I need to enable wifi in order to change the SSID name. That's how a changed the name and disable after but unfortunately, something went wrong.

I posted the info thinking it might give a clue about my issue. 

For some reason, both Network Names (SSID) 2.4 and 5 have reverted back to the default names. I didn't reset them.

The 192.168.1.254 browser is showing both 2.4 and 5 are disabled. But mobile phone is still getting wifi mobile download speed is 295.8 Mbps, upload 22.9 Mbps with mobile data off.

Why is the mobile phone wifi still showing the old custom SSID name I created. 192.168.1.254 browser is showing ATT default SSID names when I never did a reset.

New Member

 • 

11 Messages

3分前

Does anyone else have slow download and upload speeds on a PC using the Firefox browser?

Need help?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.