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mmorleytn's profile

2 Messages

Monday, April 22nd, 2024 7:11 PM

slow internet

I'm paying for 1000mbs fiber but only getting150mbs in my house (standing beside the extender).  How can I get the service I'm actually paying for?

ACE - Scholar

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989 Messages

26 days ago

When you run the speed test within the smarthomemanager app, what does it report?

If the speed test shows the promised speed to the router, but only 150mb/sec to the device, it may be the wi-fi in your area or an issue with the unknown device you are using.  Such as phone, tablet, laptop.

For my service, when it is working, I get over 600mb/sec up/down to the router, but closer to 400 with my phone.  (I pay for 500mb service).

2 Messages

26 days ago

It says 975 on the router 150 on the device

ACE - Scholar

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989 Messages

26 days ago

Then it is possibly an old device that only supports that slow of speed.  If you plugged in an ethernet cable you would probably get the full speed available.

All ATT is promising is to supply the 975 to the router.  The speeds of the devices that connect are not in their control.  If you don't have other devices that can use some of that speed I would recommend dropping to a cheaper plan like the 300.

Note, when I had 1gb cable, I still got the same speed downloading as I did with 500mb on my ATT service.  The main reason I didn't go to 1gb, let alone the 2gb or faster options.

Community Support

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232.1K Messages

26 days ago

Hey @mmorleytn, we understand you have concerns regarding slow speed internet, let's get the help you need.

 

We recommend beginning by restarting your gateway to refresh the connection and improve the speed. Just unplug the power connection behind the gateway for ~15 seconds, then plug it back in and wait for the Broadband light to turn green.

 

We'd also like for you to learn what you need for AT&T Fiber speed. You'll want to make sure that you have the right hardware and that you're not running any programs that may impact speed. You'll find more details and information in the link provided above.

 

Let us know if this helps.
Thank you for reaching out on AT&T Community & Forums.
Bruce, AT&T Community Specialist

ACE - Expert

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35.5K Messages

26 days ago

(standing beside the extender).

When you say "extender" did you mean the BGWxx0 Gateway or an separate Wi-Fi extender device?  If a separate device, is it connected to the Gateway using an Ethernet cable or is it communicating to the Gateway wirelessly?

Community Support

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232.1K Messages

26 days ago

Hi @mmorleytn! We completely understand your concern regarding slow internet speed, and would like to help. Let's get the assistance you require.

 

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 [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,

Ancy, AT&T Community Specialist.

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