New Member
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2 Messages
Intermittent connectivity issues
We have been having intermittent connection issues for months now. No matter the time of day or how many devices are connected. About 3 weeks ago I ran a diagnostic and it gave me an error and a tech came out. He fixed some issues that the original tech made ( used the correct wire on the fiber box, upgraded the fiber cable to the one with the copper wire in it) and changed the port that the fiber connected to at the terminal. All to help with the light flow in the fiber. This increased speed drastically and the connectivity issues were fixed for about a day. Now the speed is fine but we are still having issues. Last week I reached out again to a representative and they told me that my bandwidth was set to a 1 and she changed it to a 9. It did nothing, maybe made it slightly worse. If I go into my app it still says there is a diagnostic issue but every time I run the troubleshooting it come out fine. My wife and I are getting sick of this. She is unable to work. We are paying for the 1000 fiber and can’t even run 9 devices on it. This is ridiculous.
ATTHelp
Community Support
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232K Messages
1 year ago
We understand how important it is to have stable internet, @Christian63! Allow us to get to the bottom of this for you.
Since you've already done extensive troubleshooting, let's move this conversation into a direct message. This way we can access your account to run some tests from our end. Be on the lookout for a chat icon in the upper right-hand portion of the page, next to the bell icon.
We look forward to speaking with you!
CalebP, AT&T Community Specialist
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czd358121692
New Member
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5 Messages
11 months ago
I have done extensive trouble shooting on my end as well.
I have tried running your online diagnosis, restarted gateway multiple times, restarted devices, rescan channels, replaced gateway from ATT, even tried ip pass through and purchase my own TP-Link router. Nothing helps.
please fix it. The stability of network take higher priority than speed. It sometimes breaks during my important business meetings, sometime breaks during my important file upload/ download and causes delay in file delivery. This is highly bothering.
all I need now is your technician physically come by and check my line’s’ stability. And your chat bot in your help website simply can’t do that appointment scheduling. Please come and take it seriously.
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Sweete64133
2 Messages
10 months ago
I have been having the same issue for over a year. I work from home and is hard to have meetings with the internet dropping unexpectedly. This has to be fixed. I can never get anyone on the phone and have run all the checks. This is frustrating.
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ATTHelp
Community Support
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232K Messages
10 months ago
Hi @Sweete64133. We would like to turn this experience around for you. We understand the importance of having stable internet We are here to help!
We'll need to look further into your account and take a closer look. Please meet us in a Direct message. This way we can run some troubleshooting steps on our end and see what's going on in the area. Be on the lookout for a chat notification in the upper right-hand portion of the page, next to the bell icon. Once you're there, we can continue this over the phone or in chat if you'd prefer.
We hope to speak to you soon!
Rosey, AT&T Community Specialist
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EliamKyree
1 Message
9 months ago
Hey, Could you provide some insight into whether the connection issues seem to occur more frequently during specific times of day or with certain types of devices?
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