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SimplyNexus's profile

8 Messages

Friday, September 22nd, 2023 1:16 AM

Internet Latency Issues

For few years I've had perfect service, no reason to ever call AT&T but over the last several months I've had this terrible latency/download issues that will typically occur a couple to a few times a month and basically last an entire day.

When this occurs it affects all devices and isn't to any particular service. The internet itself is still "usable" but it's noticeable when it starts to occur.

  • Games and applications with real time interactions typically have a ping range of 20~30 steady but will go to ~100 jumpy.
  • Any browser based using will be significantly slower loading the more client-side files the webpage requires, especially images.
  • Speed test to an AT&T server that normally net [~950mbps Down | ~950mbps Up | 16 ping] will give results like [~3D | ~900U | 80-120 ping]

As far as the home network nothing fancy, I have a total of ~15 devices connected and typically only a handful are actually used at once.  2 dumb switches with 4 hardwired devices and the rest are Wifi.

Things I've tried to resolve the issue.

  • Contacted support MULTIPLE times
    • Always results in them saying they see no major issues
    • Resulted in two different techs coming out
      • First visit saw no issues but moved my line on the neighborhood box 
      • Second visit saw no issues but "cleaned" a line head.
    • Replaced the modem twice
    • Factory reset the modem twice
    • Side note: The problem with techs coming out is usually by the next day or two the issues is gone
  • Attempted fixes on my end
    • Unplugged different devices to test if the issue was caused by anything hooked up to the network
    • Reviewed the modem settings
      • No parental controls on
      • No settings blocking traffic
      • No unknown devices on the network
      • No devices is using anywhere near the bandwidth allotted to me (1gbps)

I'm at a dead-end on where to go and the only other provider in my area is Xfinitiy (which I do not want to switch to) so any further advice/insight would be appreciated!

4 Messages

7 months ago

I've had a very similiar issue for the last 10 weeks or so. But it's at the same time every night. From around 8pm to 11pm my latency triples and I get a bunch of packet loss.

The only way I've been able to get AT&T's attention was by filing an FCC report with data included. I'll warn you though. It's been almost 30 days since I've done so and they have yet to fix it, or really even try to. They just keep blaming it on my equipment.

They've sent out 3 techs, who did all the things you mentioned. I've factory reset my modem and unplugged every device in my house except for one via Ethernet directly to the gateway and monitored it. Same results.

Recently they said they "came out during the time I'm reporting problems and monitored the line" which was last night. Guess what, it's the only night in the last 10 weeks where I didn't see wild latency/packet loss. But it's back again tonight.

They really claim there is no problem, but if you want to get any attention on it at all, I highly suggest filing an FCC Complaint.
Also, set up something like SmokePing so you can monitor your latency.

(edited)

ACE - Professor

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5.4K Messages

7 months ago

When doing these tests, use a single computer hardwired to gateway.  Use the test built into the gateway’s management console, and another using speedtest defaults on the PC itself.  If you still see only 3Mbps on a 1G fiber connection, you’ve got something to talk about.  

4 Messages

7 months ago

^This advice is always floating around and is not the right way to measure things. The Speedtest within the gateway itself is only checking the link speed between the gateway and 1st or 2nd hop. This is why the speeds are always maxed out. Its not an accurate representation of peering to the internet which is where AT&T experiences the majority of their problems.

Measure connectivity to the actual internet outside of AT&T's network is the right way to measure these types of problems. Yes you should use a hardwired device, but just because the speedtest works in the gateway does NOT mean you're internet is performing as it should be. Make sure you measure multiple endpoints to multiple different places on the internet. If they all experience the same latency packet loss pattern then the problem is AT&T's.

We pay for access to the internet, not access to their splitters and routers within their own network only.

8 Messages

7 months ago

I've had a very similiar issue for the last 10 weeks or so. But it's at the same time every night. From around 8pm to 11pm my latency triples and I get a bunch of packet loss.

We may or may not be having the same issue but it's not at a particular time or day for me. It's very random and when it occurs it usually will last a majority of a day sadly. I honestly got lucky the last month and it only happened two days but some months it happens more often.

When doing these tests, use a single computer hardwired to gateway.  Use the test built into the gateway’s management console, and another using speedtest defaults on the PC itself.  If you still see only 3Mbps on a 1G fiber connection, you’ve got something to talk about.  

I'm sure the results will be different there too but I'll surely look into it. I typically use Speedtest.net (Which is what AT&T uses to for their speedtest via app/site) and I select an AT&T server. Multiple devices are impacted when the issues occurs and the main device I use for gathering results is hardwired.  It's not even a matter of the speedtest, it's very noticeable on regular browsing, VOIP, games, and etc. when it occurs, I don't even have to look at a speedtest. The speedtest is just a nice way for me to prove I'm not insane.

ACE - Professor

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5.4K Messages

7 months ago

What reason is there to not trust connection to gateway?   Should the ISP be liable for what happens on a user’s network?   The ISP is responsible for service up to and including gateway.  The suggestion made was specifically to ensure this is the case.  

4 Messages

7 months ago

The question always is, how far does the paying customer have to go to prove it's not their network?

8 Messages

7 months ago

Sadly it's happening again after just happening two days ago but doesn't seem as severe .

When doing these tests, use a single computer hardwired to gateway.  Use the test built into the gateway’s management console, and another using speedtest defaults on the PC itself.  If you still see only 3Mbps on a 1G fiber connection, you’ve got something to talk about.  

It almost seems like it's a routing issue on AT&Ts side, doing a tracert in cmd also has one AT&T node that is the big jump in ping. I get three instant hops then it hits a brick wall. As you can see in the modem results the ping is quadruple what it normally is.

ACE - Expert

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35K Messages

7 months ago

^This advice is always floating around and is not the right way to measure things. The Speedtest within the gateway itself is only checking the link speed between the gateway and 1st or 2nd hop. This is why the speeds are always maxed out. Its not an accurate representation of peering to the internet which is where AT&T experiences the majority of their problems.

That advice tests what AT&T is obligated to provide.  It goes a little further than the 1st or 2nd hop.  AT&T does not promise any particular bandwidth or latency to any particular destination on the Internet.  It also allows you to isolate the issue to issues near or within your home to issues with peering connections.  We can argue about whether or how fast AT&T should react to peering partner issues, but knowing that it is that, vs a local AT&T network issue is helpful in directing traffic at AT&T.  Because, make no mistake, their troubleshooting processes leave a whole lot to be desired.  They will run techs out to polish ends, replace gateways, swap fibers, etc. for days on end rather than find out that the exact same problem the customer is experiencing is also happening to 2 customers in the next neighborhood and also happened to customers in two other cities and has already been resolved.

So, you first have to know where the problem is so you can help direct traffic.  It helps to make absolutely sure that it's not inside your house: why waste your time waiting on AT&T to fix a problem that doesn't belong to them at all?  It also helps to find out if the issue is between your gateway and the first hop: you share your fiber with up to 64 other customers; two or three of which could be running Torrent servers.  The solution to that problem is a lot different to that of a peering issue.  Or a network routing issue inside AT&T's network near your home.

8 Messages

7 months ago

So,youfirst have to know where the problem is so you can help direct traffic.  It helps to make absolutely sure that it's not inside your house: why waste your time waiting on AT&T to fix a problem that doesn't belong to them at all?  It also helps to find out if the issue is between your gateway and the first hop: you share your fiber with up to 64 other customers; two or three of which could be running Torrent servers.  The solution to that problem is a lot different to that of a peering issue.  Or a network routing issue inside AT&T's network near your home.

I've tried everything from resets, replacements, and changing devices on my end, I'm about 100% sure it's not on my end. Any suggestions I'll gladly try.

ACE - Expert

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35K Messages

7 months ago

I would suggest using pingplotter or similar (smokeping, winmtr), or just a few windows running "ping -t "continuously if you go look at them when you have an issue.  I would track latency to several different hops along the way to your favorite destinations.  Especially the very first hop past your gateway in a traceroute, the AT&T DNS address is a good choice because it's normally at the nearest major AT&T PoP, Google (8.8.8.8) or Cloudflare (1.1.1.1) DNS servers.  Anyway, When there is an issue, you want to see which of these servers you have latency issues with: (a) All, (b) some or (c) none.  

You can try pinging the first hop on the diverged route, but often these routers won't respond.
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