Get superfast AT&T Fiber internet
sombu's profile

New Member

 • 

2 Messages

Monday, January 23rd, 2023 3:11 AM

ATT Fiber: intermittent packet drops (BGW210-700)

I have had ATT Fiber for the last 5 years or so. In the last month or so there is noticeable

impact in intermittent packet drops. I monitor using https://test.vsee.com, and it

distinctly shows the drops around the time we notice interruption in our streaming

or video call.  There is no periodicity in the drops. Seems somewhat random and the

duration of drops is somewhat random as well.

The home network just connects to BGW210-700 and the drops are noticed on multiple

device and so I am fairly certain the drops are happening downstream after the modem.

The only minimal drops I see in the modem are on LAN side (Receive Dropped).

Note that the speed test from modem itself is fine otherwise (I did not try it while I see

the behavior).

Any suggestions on how to debug this ? 

Thanks

ATTHelp

Community Support

 • 

210.9K Messages

2 months ago

Hi there, sombu. We understand that you have intermittent packet loss on multiple devices. We can help you with that.

 

If you could provide a screenshot of a ping command test and a traceroute from your command prompt on your computer? The reason why we need that is, that the graph that you are providing is a hard for us to read.

 

Also, check out this latency and high ping forums article, which provides, in detail, what is an acceptable range for pings.

 

Another thing you can check is your router logs. Follow these steps:

  1. Go to 192.168.1.254.
  2. Click on Diagnostics.
  3. Click on Logs.

This will give you a list of what your inbound traffic looks like. Scroll down the to bottom of the list and then take that scroll bar to the right, then scroll back up to the top of the list. Look for anything that says, "DOS Attack." That normally means that you have intrustion on your IP address, coming from the router.

 

The way to solve the "DOS Attack" is to unplug the router from the power and let it rest for a period of 24hrs. This will change the "sticky public IP address" ,when you plug it back in. Then rerun your ping and traceroute tests again to see if it improves.

 

If it does not improve, then next step is to factory reset the router. Follow these steps:

  1. Press and hold the gateway Reset button for at least 15 seconds. If you let go before 15 seconds, the gateway will reboot, but it won’t reset.
  2. Wait until the gateway restarts and all the status lights are lit. 
  3. See if the Broadband or Service status lights are solid green. If so, the reset worked.

Try these things and let us know if things improve for you.

 

Matthew, AT&T Community Specialist

 

 

New Member

 • 

2 Messages

2 months ago

Thanks for the response. I called ATT and they indicated their side is ok but are sending a replacement

modem any way. I will see how it goes.

I have an unmanaged network switch which is connecting a single port to the BGW, and 3 APs (serving

about 20-30 devices) along with few wired connections feeding to the same switch. The rep was

wondering if there is any congestion drops on the link feeding to the gateway (owing to burstiness).

I have also moved the APs directly to the gateway to see if it helps.

ATTHelp

Community Support

 • 

210.9K Messages

2 months ago

Hello @sombu, thank you for letting us know about the replacement that has been sent.

 

Please feel free to reach back out and let us know what the results were. If further assistance will be needed, we will be happy to help!

 

Lani, AT&T Community Specialist. 

 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.