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ran2001's profile

Tutor

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4 Messages

Thursday, June 13th, 2019 1:45 PM

ATT Fiber 300 Internet Installed a Week Ago - Lag, Timeouts, and Slow Loading (BGW210-700)

We just upgraded to AT&T Fiber last week. We got the BGW210-700 modem and it's not been particularly fun.

 

Problems

  • I get logs from my router about "Invalid Packets" (92 of 192 logs had this error).
  • My phone randomly gets off of the network and doesn't reconnect unless I notice (did not do this with previous internet and there have been no updates on it)
  • We get various errors on Chrome (ERR_CONNECTION_TIMED_OUT is the most common; the recommendation of "clearing browsing history" won't work because I incognito everything; some error with DNS, I forget but have started to document).
  • Netflix videos now take longer to load. With our previous slower (100 Mbps) internet, we would see the 1% and the 99% for a brief second before a show started playing. Now we see the numbers in between changing because it takes a couple of seconds for AT&T to load it. 
  • We were watching YouTube videos and they randomly stop playing. Just stopped.
  • When watching videos for class using the textbook publisher's site, the videos, which loaded easily with the previous internet provider, load slowly. In fact, the page loads slowly. It's aggravating counting to 10-20 seconds before you can even hit play. 
  • Yes, IvP6 is disabled. It was never enabled. 
  • Yes, all of our devices, except my personal laptop, are on the 5 Ghz connection. 
  • Yes, we have the BGW210-700 router. 

My plan is as follows:

  1. I told the other two inhabitants of the home to document and record
  2. I'll post here in hopes that AT&T helps by actually providing me a service instead of worse internet
  3. I'll file a complaint with either the FTC or the FCC

 

Questions

  • What recommendations do you have (what do you want me to try)? I'm not willing to pay to have a technician come fix an error not caused by me. 
    • What information do you need from me to better assist me? 

 

I have rather little patience for a service that should be working immediately.

Community Support

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229.7K Messages

5 years ago

Hello @ran2001,

 

Thanks for reaching out to the Community, the Forums team can help provide a possible solution for the lag, timeouts, and slow loading you're experiencing.

 

How many total devices are connected to your network? When there are many enabled devices connected to the network, it creates overcrowding and slows things down. You can use the Smart Home Manager to manage network performance and connected devices.

 

Find tips to Maximize home Wi-Fi Networking here.

 

Reach back and let us know if the articles above helped!

 

Denise, AT&T Community Specialist

 

Tutor

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4 Messages

5 years ago

Denise: 

 

I already saw that link "Maximize home Wi-Fi Networking" before posting.

 

There are three cell phones, three laptops, a tablet, and a TV that use the network. Given the fact that we've never had such lagging issue before when our Internet was slower (100 Mbps), I doubt that our devices are the issue with AT&T faster Internet (300 Mbps). 

 

Questions

  • What do you recommend the solution for me be? 
  • What are my next steps? 

 

Updated Frustrations

After resetting the modem, no avail. I had to reset Netflix twice because it stopped loading at 5 percent. By the third time it stopped loading at 48 percent so I decided that AT&T didn't want me to watch Netflix tonight. 

 

Denise, even clicking your recommended links was not helpful due to the fact that I had to refresh for 3-6 minutes to get them to load. 

 

Below is a speed test that might be beneficial to you:

http://www.dslreports.com/speedtest/50869475.png

Community Support

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229.7K Messages

5 years ago

Hello @ran2001,

That's not the experience we want anyone to have, let's see what we can do. I'll be inviting you to a PM (private message) to further investigate. Please look in your inbox for a message from me.


Mihai AT&T Community Specialist

ACE - Professor

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5.8K Messages

5 years ago

Are your devices wired or wireless? If any can be connected via wire, test again. Also run the Speedtest from the gateway settings. If wired tests from there are good, the problem is the WiFi. Most combo modems and routers provide poor WiFi coverage. You may need a wireless router behind the gateway. I disconnected my router since we are moving. WiFi coverage has been poor using the gateway WiFi. Especially the 5 ghz band. 

 

If possible, move the gateway to a more central location in the house too. 

Tutor

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4 Messages

5 years ago

@browndk26 I tried using my router today and that didn't work. 

 

Also, when I run speed tests via gateway settings, I get 355 Mbps up and 388 down. A bit odd considering that this is over Wifi and that I pay for 300 Mbps service so I somehow have my doubts. 

 

Latency is okay at 27.

 

 

 

ACE - Guru

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9.9K Messages

5 years ago

If you're running the Speedtest under Diagnostics on the BGW, that's the truest test of the line's capability.  While you may connect to the BGW via WiFi, you're simply triggering the Speedtest via WiFi.  The test is actually running from the BGW through the fiber to the Speedtest server.  So your numbers indicate a properly running line since the 300Mbps plan should see around 370 up and down.

 

Try and do as @browndk26 suggested and see if you can wire a computer directly to the BGW and run speedtest.net with your browser.  If that gets the same basic speeds as the BGW showed, then you know it's a problem with the WiFi....either the BGW is flaky, or your devices don't particularly like the BGW.

 

What make/model are the devices?

 

What make/model is the third party router you tried?

Tutor

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4 Messages

5 years ago

@browndk26 and @browndk26, it is a Wifi issue. Everything is connected via Wifi.

 

Modem is a BGW210-700.


3rd party router Netgear G54 Wireless Router (WGR614v10). As I mentioned in a previous post, I ended up unplugging it because it didn't seem to help.

 

Update: 

AT&T called and sent a technician. Turns out the exterior box that holds the fiber was too small and bending cables. The technician ended up unbending the wire, wrapping it in what looks like aluminum foil, opening the box, and propping the device outside. He mentioned that he put a work order for a larger box. 

 

Problems

  1. My cell still randomly disconnects and it's causing me to use up my cell data very quickly.
  2. The other inhabitants of the house still complain about random slow loading speeds. 
  3. Logs (73 Invalid Packet ID, 126 Generic Discards,18 Policy (filtersets, etc.), out of a total of 217 logs). Can anyone interpret these for me? These are all from today? 
  4. Also, each time I hit reply on this forum, I see the HTML version of my post, then it switches to what looks like 8 pt Sans Serif font, then to 12 pt Times New Roman, and then to 12pt Arial, all in a matter of seconds. Do you all see this too? 


Do you all this it's better to cancel within the 30 days? I just don't like having to see multiple technicians and scheduling to leave the office to meet them between 4:00-8:00 PM. Any other solutions or information would be appreciated. 

ACE - Professor

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5.8K Messages

5 years ago

Running the Speedtest from the gateway is not WiFi. It is a Speedtest from the gateway back to att. All wired. You will never get 300 mbps over WiFi. You may as well downgrade to 100 and get a better wireless router or dedicated access points. 

 

Post here to get wifi help

 

https://www.dslreports.com/forum//wlan

ACE - Guru

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9.9K Messages

5 years ago

You will never get 300 mbps over WiFi.

  That's just not true at all.  I routinely get over 350 on a 300Mbps fiber line and approach 450Mbps on gigabit lines.

Tutor

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3 Messages

5 years ago

Was this ever resolved, and if so, how?

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