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udpumpkin's profile

New Member

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3 Messages

Sunday, November 13th, 2022 11:17 PM

AT&T Internet Keeps Dropping

My internet drops out almost daily now.  Is it not possible to get in contact with an actual person?  I don't get it.  It seems like it would be easier for me to just switch to a different provider than try to fix the AT&T connection.

I have had an AT&T fiber internet connection since 2017.  Over the past year, I have had intermittent dropouts of internet that have progressively gotten worse.  Now 3-5 times a week, the router needs to be power cycled and every day there is a short outage of internet that resolves itself in a couple of minutes.

I have the Pace 5268AC router.  I have the wi-fi on the router turned off.  I have a mesh router that I have set to bridge mode.  I changed the third party router from an Amplifi to a Netgear to see if it would help the issue to no avail.  When I lose internet, I lose internet to the Netgear bridge and to the desktop computer I have connected directly to the Pace router with a Cat6 ethernet cable.

When I do the diagnostics on the AT&T website, it says it doesn't detect any issues.  Sometimes it says it couldn't communicate with the gateway.

Could the problem be anything other than the AT&T service or hardware?  If I have a computer hardwired directly to the gateway, that seems to remove the possibility that the wi-fi bridge is causing a problem, doesn't it?  Is it possible that seven-year-old equipment could be causing the problem?

I'm tired of troubleshooting.  I'm tired of not being able to get actual support.  I'm tired of resetting the gateway and having the inconvenience of my internet cutting out at critical moments.  This is my last ditch effort before just switching ISPs.  The local cable company now has 1Gbps speeds so the cost of switching is only time but worth it now that the reliability of the connection is lousy.

tonydi

ACE - Guru

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9.5K Messages

3 months ago

When you lose the wired connections, what do the lights on the ONT and the 5268ac look like?

Yeah, that pretty much takes the mesh out of the equation.

New Member

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3 Messages

3 months ago

Thanks. The gateway still shows a solid light for service. Everything else looks normal but to be honest I have only paid attention to the service and Ethernet light. 

New Member

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3 Messages

3 months ago

Also, I forgot about the ONT. It is under the house and I have never checked it when there is an issue. A power cycle of the gateway has always solved the problem. 

Also, it seems that devices don't lose internet all at once. One device loses it and then eventually all devices lose it over time. This could be my imagination though. Maybe some devices are just running through a buffer. 

ATTHelp

Community Support

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207.4K Messages

3 months ago

Let's get your internet working better, @udpumpkin

 

Thanks for your input, @tonydi

 

The thorough troubleshooting you've detailed saves us a lot of time! If it's still dropping out after all that, it sounds like it may be an equipment issue. We may need to get it replaced and get a tech out there. Please check your direct message inbox in the top right corner of the page. We'll be messaging you there shortly to get this resolved. 

 

Raiden, AT&T Community Specialist 

tonydi

ACE - Guru

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9.5K Messages

3 months ago

Interesting that the lights on the gateway don't change.  That does sound like a gateway issue rather that with the fiber.

Hopefully you can get together with ATTHelp and get a tech out there to scope things out.

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