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AT&T related help: Welcome, Jeffrey



Opiat3's profile

3 Messages

Saturday, May 4th, 2024 8:21 PM

Connection drop outs

We have never had any issues in the past. ATT has been rock solid for us since they brought fiber to the neighborhood, but I can confirm a very annoying connection issue is happening at my house. Also the same issue happens when I?m wired directly to the router so it isn?t a WiFi issue. I get short and random drop outs for like 15-30 seconds every 5-10 minutes. It?s most noticeable while connected with Remote Desktop to my office or while having calls in teams. I witnessed a drop out in teams just now while connected via ethernet to the router and the router still showed all green lights and the connection was good as far as it was concerned. I haven?t really noticed an issue when streaming (yet). Same thing is happening with many neighbors who never have had issues in the past. How do we convince ATT there?s an issue on their end?

ACE - Expert

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35.8K Messages

1 month ago

Do you have more than one device, and do they all experience it at the same time?  The lights on your Gateway not going out makes me think that perhaps you're running into the BGW320's lovely Ethernet issues.

3 Messages

1 month ago

Yes it affects all devices at same time. My router is the BGW210-700. I think most everyone in the neighborhood has this one. I was testing with ethernet to confirm it was not a WiFi issue. My wife and I were in a teams call with each other to test. She was on WiFi and I was connected via Ethernet. We both experienced the drop at the same time. We have a neighborhood FB page and just about everyone is complaining about this issue which has been going on for about 2 weeks now.

1 Message

1 month ago

I'm a new customer and am experiencing the same issue. AT&T is refusing to accept accountability for this lack of service. Big mistake converting to this system. 

ACE - Professor

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5.7K Messages

1 month ago

If you’re using wifi of the gateway, this is standard behavior.  Strongly recommend getting a decent wifi system to replace what’s given in the gateway.  
The BGW210 and corresponding internet connection is otherwise reliable.  

Community Support

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232.8K Messages

1 month ago

Hi @Juracy

 

We understand you're concern. Let's get the help you need.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page - https://www.att.com/support/contact-us/, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

 

Thank you for contacting AT&T Community Forums,
Maria, AT&T Community Specialist.

ACE - Professor

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5.7K Messages

1 month ago

…and despite what the above post might suggest, there is no Att solution available.  

1 Message

1 month ago

Same problem we are experiencing for last 3 weeks.  Sometimes the AT&T outage page will show an outage sometimes it doesn’t. 

ACE - Professor

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5.7K Messages

1 month ago

You need to do more analysis before coming to a conclusion.  Unless you see a red light on the gateway, wifi of the gateway itself is the likely culprit. Att can confirm if you are experiencing any connection loss to the gateway.  

3 Messages

1 month ago

Update: I ran a continuous trace route from my Linux server (“my traceroute”) which is connected via Ethernet to the router, to the first external AT&T server at 108-215-92-1.uvs.jcsnms.sbcglobal.net. The trace route ran without issues for about 10 minutes and then packet loss occurred for a duration of 30 seconds at the AT&T server mentioned above. I also had a different server connected via WiFi and it showed a dropped internet connection during the exact same timeframe. This pretty much proves the issue is on AT&T’s end. I already knew this, but wanted to see it for myself. Again, this issue is affecting the entire neighborhood (50+ residents) where I am located. I hope the folks at AT&T viewing these messages can elevate the issue through the proper channels and get this issue resolved. I’m not wasting any more of my time calling tech support just so they can tell me to “reboot the router”.

ACE - Professor

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5.7K Messages

1 month ago

Have changes been made to the gateway default settings?

Are you able to do your test with the WiFi radios in the gateway turned off?

About your other question, Att doesn’t take action based on user posts.  We’re mostly users like yourself.  

My general perspective on problem determination is to isolate my own home network from the gateway and do whatever I can to prove or disprove the connection up to and including the gateway is working correctly.  The testing will need one Ethernet connected computer.  WiFi in the BGW210 is unreliable so from my perspective I dismiss it out of hand and is always disabled in favor of my own hardware.  This “requirement “ is especially important if you’re trying to work from home.  

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