
New Member
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2 Messages
Att Fiber having multiple disconnects every 15 mins involving multiple homes on my street.
Hello bit of a long post but please bear with me. and thanks in advance here goes.
I've had att fiber to the house since 2017. Originally the way it was installed - Direct Fiber Line straight from a pfp up the street, to the house that was connected via an outdoor ONT that converted the fiber to copper then to an indoor pace gateway, up until three weeks ago this was great and no issues. I work from home and noticed a problem one day while working, the internet would just drop out for a split second and pick right back up. No lights change on gateway, Just long enough to drop me out of whatever call or meeting that I am in and I'd have to rejoin. After ruling out all equipment/wiring I started calling Att.
Fast forward multiple phone calls to tech support, constant restarts of gateway due to what they refer to as "policy mismatches", replacing the gateway to a newer bgw310 then to actually have my first tech come out and reterminating the fiber at each end. still no dice problem still occurs. The last tech actually did away completely with the outdoor ont and now I have fiber ran inside the house directly to the BGW320 ONT/GATEWAY in one.
Issue still the same no changes. From the first few calls to now, In that time I came across a program that I used to ping 3 websites constantly for 24 hours straight an it created logs each fail and I noticed it was disconnecting then reconnecting from the isp for anywhere between 2-5 seconds at a time, every 15 minutes on the hour. ex. 8:00 8:15 8:30 etc this happens around the clock. This happens on wired connections also wifi and I've also verified that this occurs at least two different neighbors homes. So it is definitely a Att issue that the techs cannot seem to see on their end to address.
I've had a total of 4 techs out at this point and they see the issue when I show them but don't see anything wrong when they test the line. Its been passed onto two different departments already. I've searched forums online for hours and found quite a bit but still no other with this exact issue. I suggested to the tech on one forum post that I read about a similar issue possibly stemming from a bad "card" or splitter that feeds the pfp on my street and they agree that it maybe that but can only put tickets in for service on those if the service is "Dark" or completely out from what I understand.
Has anyone here had this happen and can give any advice? I'm not expecting a miracle and I know it's a long shot. I just thought that maybe sharing this may find someone that can point me in the right direction or even eventually provide help to someone in the future to have something when "Googling" a similar issue. If it does get fixed before I jump ship I promise to update here. I hate to have to go back to the old slow coax cable company.
ATTHelp
Community Support
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224.9K Messages
1 year ago
Hey @dale_dantony. We understand how important your internet service is and would be happy to help with the intermittent internet service you've been experiencing.
In order for us to do this, we'll need to meet you in a DM and gather some information to take a closer look for you and go over some troubleshooting steps. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).
We look forward to hearing from you.
Robert, AT&T Community Specialist
#14564534
#14564534
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Psycholotron
New Member
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11 Messages
1 year ago
I hope they solve your issue, but I wouldn’t count it. I’ve gone through the same thing. Daily internet issues, daily chats with tech support, multiple techs out every week, multiple gateway swaps. It never got fixed. On top of it, they had the nerve to charge me the $99 tech fee for one of the visits. I have given up hope after a few months of non usable internet.
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thewindowsguy17
New Member
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1 Message
10 months ago
Hi did you ever get this resolved? I am having the EXACT same issue, tech visits and all.
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Psycholotron
New Member
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11 Messages
10 months ago
My issue never got resolved. I actually received a call from an att supervisor and said nothing was found from the escalation team when checking the box out in the field. That it must be something I'm doing is what I was told. So glad I'm with another company. My daily headache is gone.
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dale_dantony
New Member
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2 Messages
10 months ago
Hey @thewindowsguy17 yep finally on december 1 i received a text from a "core tech" it was one of the techs that drive the bucket trucks an he told me they replaced a second "card" which from what he said is the fiber splitter located at the central office (normally they called it the C.O ) basically at the point before it even gets to my street theres a couple of splitters and they changed one which they thought was the culprit. after confirming issue was still occurring they placed an order for the second card an after that was replaced it started working like normal again. This started is early october and was fully resolved on december 1 2022. New splitter fixed this issue for my whole street. Here's a little more info from me diving deeper, I can say during the time of my issue Att was expanding services to other streets near mine. I was the only street with fiber since 2017 near my location. During the time of the issue starting the trucks were also working on expanding and when my issue was fixed, they coincidently finally finished up expansions. So I have a feeling them expanding somehow was also part of my issue. If work is being performed in your area maybe the best advice I can give is to stop an ask when they think they will be finished and base your decision to temporarily switch providers on the answer given unfortunately with working from home that's what i had to do while it was out.
(edited)
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