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mgonzal61's profile

Contributor

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2 Messages

Tuesday, May 1st, 2018 11:33 AM

Why won't AT&T Tech Support Service Run a Trace Route?

For the past month or so we've been dealing with intermittent buffering (stuttering) when accessing streaming audio from Citrus3.com via IP address 91.121.164.210. The buffering is not happening when using a non-AT&T network connection. Only on AT&T wireless and fiber is the issue present. I've asked AT&T support several times to run a trace route to the mentioned IP and they have ignored me. When I run a trace route i see 20 or more hops and various time outs when the buffering is happening. Instead AT&T keeps asking me to test my equipment (router, devices) when I clearly explained to them that my equipment has checked out find every time. If they took a minute to look at the results of the trace route, they could probably see a server and/or router in the hop list that may need attention (i.e. overtaxed, about to die, needs replacement). I've tried many times to just get them to do the trace route and nothing. What else can I do?

Former Employee

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22K Messages

6 years ago

Try changing the DNS setting on the device your using.... Some possible DNS would be Google 8.8.8.8 or 8.8.4.4 there are others you could search for.

 

The ability to use the service based on reading the Terms Of Service (TOS) is service is only guarantee on ATT Network, once you leave the network there is no guarantee those 20+ hops are going to have off network connections. Peering, traffic congestion, etc is beyond the scope of level 1 customer support which only deals with ATT equipment and testing from gateway to ATT connection point. If local problem found on testing a tech can be dispatched to check copper, fiber connections from VRAD, CO, or RT on copper or PFP on fiber. If speedtest and connection to other websites are good, then issue is beyond ATT network. 

 

 

Contributor

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2 Messages

6 years ago

I've tried the DNS settings for Google on a few local devices but, that has not helped with the buffering. While it is true that some routers/servers may not be part of the AT&T network, I have to reiterate that the issue is not happening when using a non-AT&T network (i.e. Level 3) connection. On another provider I've noticed only 8 hops, max 10, no time outs and no intermittent buffering .When the buffering occurs on the AT&T Fiber network the hops jump to 20 or more with time outs. The fact that it also occurs over wireless again leads me to suspect the AT&T network. As an IT professional is it usually standard practice to have monitoring tools in place that send alerts when a particular routing resource is having a consistent issue. I will keep monitoring the situation with the slight hope that AT&T can do something about it. 

 

G.

 

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

 

 

 

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