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New Member

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4 Messages

Friday, June 12th, 2020 12:23 AM

AT&T Fiber Frequent Disconnects

I'm a new AT&T Fiber 1000 member (1 month in). For the most part, I am very satisfied with the service; however, I am experiencing intermittent disconnects from service. It happens a few (3-5) times per day which is alarming since I'm at work or sleeping most of the day. It's nothing that a quick reset of the modem doesn't fix, but it is quite annoying (especially when playing online video games). At first I assumed it would iron itself out, but now I'm getting concerned that this is going to be an ongoing issue.

 

Is this type of behavior typical with fiber service? Or is there something wrong with my setup? Any suggestions/advice/HELP would be greatly appreciated.

 

Thanks!!

New Member

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2 Messages

3 years ago

I have had fiber service for going on my second year and I continually have the problem you describe. I have never seen the advertised speed and regularly have to reset the router. My devices constantly lose internet connectivity and the U-verse boxes constantly freeze. I have even gone so far as to factory reset the router weekly. The wireless tv receivers regularly fall off the network. Since working from home, it happens even more frequently. I have called technicians out, and of course, since the issue does not specifically happen while they are on-premises, I get no help. They remind me about the speed capability of my devices and the proximity to the router. I recognize while speeds can get up to 1000mbps with fiber that not all connected devices are capable of utilizing that speed and I have several feet of cat6 ethernet stretched around the house for wired connections away from the router in addition to having a wifi extender. However, my devices don't utilize anything near their own capability. I am told that I should remove devices from my network when the point of my getting fiber was partially for the increased bandwidth. I've had services with competitors in the area that come with their own issues and limitations. While Spectrum can't match speed, my cable/coaxial connection was much more reliable and my devices actually operated near the advertised speed. I have devices that I know are capable of communicating between 350 and 500mbps and I have rarely seen anything higher than 175mbps, wired or wifi. I wish you luck and hope you meet with a resolution. I have all but given up that will ever get a resolution and I am waiting for 5G wireless broadband offerings so I can switch.

New Member

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4 Messages

@edgardamon Thanks for the reply, although I'm saddened that you haven't found a resolution to your issue.  I guess this is just how AT&T fiber is supposed to work? 

browndk26

ACE - Professor

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4.9K Messages

@edgardamon did your techs ever check the line from your home back to the neighborhood fiber box? Sounds like a bad port or loose connection at the box. 

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Contributor

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5 Messages

2 years ago

Just had fiber service installed yesterday, and having the same issues! Years of cable service at very slow speed - and no problems. But required by AT&T to switch to fiber (1000!), and the WiFi is TERRIBLE (WiFi dropping, TV picture stuttering/flickering). I have a tiny house, and very few devices (one smart TV, one cell phone). Computer with ethernet connection working fine. I've already tried a couple googled solutions, but no help. Super frustrating to be paying more for worse service. Really don't want to go through the rigmarole of a call to AT&T, but guess I'll have to - even thought it sounds unlikely that it will help. 

ATTHelp

Community Support

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207.5K Messages

2 years ago

Hey there, @cass7joy. We can help with those Wi-Fi problems. Sorry that this is your first impression of AT&T Fiber: we want to make sure this gets addressed.

 

What we would recommend first is logging into Smart Home Manager, and choosing the “Let’s Scan for Better Wi-Fi” option. The Wi-Fi channel your router currently uses may be congested. Hopefully this alone will fix your problem. You can also use Smart Home Manager to see problem spots in your home, which will help with the next couple steps.

 

Thanks for going into so much detail with your setup and your devices. Even in a smaller home, if the router is located in a corner or further away from most of your rooms, you will lose signal strength. This may be due to distance from the router, or can also be due to thicker home fixtures (fridges, TVs, even mirrors and aquariums), or the construction material in the walls. Basically, the more the Wi-Fi signal has to pass through, the weaker it will become.

 

Lastly, try checking what’s around the modem: quite a few common household devices (microwaves, cordless phones, baby monitors, garage door openers, etc.) use similar frequencies as Wi-Fi, and often disrupt the signal. The goal should be to place the modem as high as possible, surrounded by as much open air as possible.

 

Please let us know if you have other questions or need further assistance, @cass7joy, we’re here to help.

 

Genevieve, AT&T Community Specialist

Contributor

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5 Messages

2 years ago

@ATThelp -While I appreciate the prompt response, I want to point out that my new modem is situated in exactly the same place as my old modem. And my devices are situated in exactly the same places as they were previously. All worked fine for years with my previous set-up (and 6 Mbps!). The ONLY difference is ATT Fiber (at 1000 Mbps!). I've already rescanned channels, to no avail.

ATTHelp

Community Support

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207.5K Messages

2 years ago

Hello again @cass7joy,

 

Thanks for rescanning those channels. Since you were just installed a couple days ago, we may need to send another tech out there to investigate further. But first, can you try factory resetting your Gateway? When we install a new Gateway, it will often try to load the settings from the older one. It's possible one of those settings is conflicting with the new Gateway setup.

 

If factory resetting doesn’t fix the problem, can you provide us some more information?

  • How long does it take the connection to drop? (Or how many times does it drop per day?)
  • Do you have to do anything to reconnect it, or does it reconnect automatically?
    • If it’s automatic, how long does it take to restore?
  • Does the Wi-Fi network itself disappear, or are you simply unable to browse using the Wi-Fi network?

Get back to us with the results, @cass7joy, we want to make sure this gets addressed.

 

Genevieve, AT&T Community Specialist

JefferMC

ACE - Expert

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30.9K Messages

2 years ago

The Wi-Fi on most AT&T Gateways leaves much to be desired.  Some units work passably well, but many do not.

You can get AT&T to replace your Gateway and the new one may be better.  Or you can get your own Wireless Router, Access Point or Mesh system and connect it to the AT&T Gateway and just turn the Wi-Fi on the Gateway off.

Contributor

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5 Messages

2 years ago

I've completed a factory reset on the Gateway, and that has indeed helped. My continued issues are more narrow. For example, an app on my smart TV that stopped working immediately after transition (spent long time with app customer service, and despite many strategies, app still non-functional). In addition, I still experience intermittent loss of WiFi signal (2-3 times per day, usually very briefly, automatically reconnects). Perhaps a Gateway replacement or router purchase? But, honestly, I've wasted SO much time on these issues over the past week, I probably need to give it a rest for a bit.

Visitor

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2 Messages

2 years ago

Having the same issue.  Connection history - showed 3 brief disconnects this morning. Happens with different devices at different times.

Very frustrating. 

Have done channel scans and communicated with ATT cust service - issue continues.

New Member

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2 Messages

2 years ago

Ok - so I am not going mad.  I am having the same issues.  I can see the "Service" light flicker and drop off on the router.  Oddly, it is worse during the day.  The connection seems to be more stable in the evenings.  Do you think AT&T is throttling the bandwidth?

BTW -- I have called AT&T numerous times.  They have replaced my modem/gateway, but the problem persists.  It is very frustrating - because working from home requires a stable connection.  May have to shop around.

(edited)

New Member

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2 Messages

2 years ago

The ONT lights (except alarm) are green.  The data light is more yellowish green and flickers a little, but I was told that is normal.  When the service light goes off, the lights on the ONT are still green.   I have rebooted everything.  I have called AT&T and they have run what ever it is they do.  And, as i mention in my original post, the drop offs are usually during day time hours. 

I beginning to think it is an overloaded system.  

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