Let AT&T help you elebrate your dad with Father's Day Gifts that connect us.
Get superfast AT&T Fiber internet
al056's profile

New Member

 • 

8 Messages

Sunday, June 4th, 2023 6:24 PM

Complaint / Escalation Requested - 100% Packet Loss - Exactly Every 15 Minutes (For about 5 seconds)

Hello,

I have an issue that started happening about a month ago and everything was fine for the first 5 months of service. Like the subject says, I am getting massive ping spikes or basically 100% packet loss at every 15 minutes intervals, throughout the day, everyday. It's definitely NOT random. I have numerous pingplotter graphs that show this, and attached is one of them. I can also time this with the exact moments I experience this. Whether I'm on a zoom call, gaming, browsing the internet etc. everything will just stop for about 5 seconds. For example, during a zoom call for work, I will be talking, and then at exactly 3h:15m:15s, my video cuts out and the recipient will have missed everything I said during the 5 second spike. If I'm gaming, I'll be clicking to move and then at 8h:45m:15s, none of my inputs will go through and then after 5 seconds, be in a completely different spot in the game.

1st cs rep said it's a "pass-through" problem. Didn't work. 2nd cs rep, I explained everything and said it probably requires a new modem installation. Tech came and through no fault of his own, didn't even know it was troubleshooting. He thought it was a fresh install. I showed the tech all the issues, even played my actual game in front of him and showed the 100% packet loss happening at the exact times. Didn't work. 3rd cs rep, started going down the "pass-through" problem again, and I said already tried and didn't work. I have another tech appointment which I have to pay $149 now, but don't feel confident that this person can or will try to help. I'll try to keep my hopes up, but hoping I can at least get this escalation started here too.

Below are a couple of details that may help, and reasons why I believe it's more of a wiring/connection issue within the apartment complex I live at. I'm not an SME with all of this for sure, but I also am not someone who doesn't know the difference between a modem and a router. And sincere apologies if I sound rude or demanding. Tbh, I am just frustrated at the lack of escalation this has gotten so far as this problem directly affects my meeting heavy schedule and is just simply annoying while gaming.

-This affects every device in my apartment unit. Mac, PC, etc. and all at the same exact time.

-I have ran pingplotter through only a wired connection straight to the modem, disconnected all routers, all devices except the one testing the connection, etc.

-Tested specific routers, specific devices, and all have the same issues. As I mentioned above, I don't think it's an isolated problem because even with a wired connected straight to the modem is still happens; and regardless of the device.

-Happened with both the old modem AND the new modem. Old modem actually worked fine for the first 5 months.

-Here's something unique. The old modem was actually directly connected to my bedroom ethernet jack. I had fiber service, but I stupidly had it connected by ethernet to the wall. I don't even know how it was connected in the small compartment in the closet. But funny enough, after the 1st tech came, the new "Fiber" modem is now in the compartment and connected by a fiber cable. Unfortunately the issue is still happening. 

-Every 15 minutes, i.e. (1:00:15, 1:15:15, 1:30:15, 1:45:15, 2:00:15, etc.) for 5 seconds roughly.

-I found a few other individuals in other forums who were having very similar issues. One person ended up solving it by actually moving to a different ISP and NOT fiber. I wonder if this has to do with the fiber connection and something happening behind the walls, in which I can't do anything about.

Appreciate anyone's help, many thanks!

Accepted Solution

New Member

 • 

8 Messages

1 year ago

Just updating this as the original poster, but it looks like our location specific problem has been fixed and based on the confirmations of others who are in the same area as me. Since there was nothing I needed to do, this was definitely a central office issue; and I'm almost certain the escalation was through the field techs / numerous others who were following up with them.

I'm not entirely sure on the exact timing of the fix, but the online support agent I was working with suggested that I unplug all my 3rd party equipment for 24 hours for more testing. My chat conversation was then closed a few days later. I only mention this because as I stated before, there doesn't seem to be an ideal process flow of communication with online/call center support and field technicians specific to each area. So if you are in a different location and experiencing the same exact issues, my recommendation would be to work with the field tech employees as best you can. I think what also helped was that there were multiple situations of the same issue in the same location and a collective effort.

For what it's worth, I hope this thread can help others and maybe even AT&T themselves understand this specific problem / solution. Thank you everyone for chiming in and kudos to the field techs in our area for taking care of this :)

 

New Member

 • 

3 Messages

1 year ago

I am experiencing the exact same issue in Katy, TX. It was working fine for about 6 months and then this issue started, replaced 2 gateways on instructions from the rep and finally had a technician out for a visit, he found some dust in the fiber jumper cable and cleaned it. He thought that was the issue but I live-tested for him and showed him the slowness when visiting simple web pages and how I had to refresh a few times for it to work. He notified me there is a server issue that the team was not aware of until this week and is working to resolve. He said all of Katy is affected. Not sure how much of that is true but looks to me that switching ISP is the best bet now.


How did you test your pings and packet loss over time? Is there a specific tool? 

Community Support

 • 

232.8K Messages

1 year ago

We can defenitely get more information about getting you a reliable Internet connection, and we'd be happy to help you @al056.

In order to further help, we'll need to meet in a Direct Message. 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!

Johan, AT&T Community Specialist

New Member

 • 

8 Messages

1 year ago

Yeah what's weird is that it happens precisely at every 15 minutes of the hour & 15 seconds of when it turns 15, 30, 45, 00. However, outside of those moments, no issues. And not that I'm a full on expert in this, but most people might not even notice it if they don't game or have live zoom / google meets calls. Streaming isn't really affected because the content is somewhat downloaded prior to playback. But obviously that's not possible with gaming or video conversations because live inputs are required. I used a program called pingplotter, which helped me figure out it wasn't a random occurrence, but happening at precise moments.

Community Support

 • 

232.8K Messages

1 year ago

Hello @theblacknight19, we are here to assist with testing your ping rates.


We recommend first resetting your AT&T gateway. This can help refresh your connection and correct any errors. To reset the gateway:

  • Locate the small red button & pinhole on the lower rear of the gateway
  • Depress for ~15 seconds.

Warning: Resetting a gateway to factory settings will return all gateway settings to a default state. Any custom Wi-Fi passwords, Wi-Fi names, SSID, Static IP, and Port Forwarding rules will be lost. So be sure to write down this information before factory resetting the gateway if you plan on using the same information afterwards.

 

For information regarding ping rates and how to run the tests, we recommend this helpful article on ping rates, with instructions on how to test the pings.

 

If you are still experiencing issues after the above steps, or if you need additional assistance, please be sure to let us know, so we can invite you into a DM and run some troubleshooting tests on your account to get this resolved for you.

 

Looking forward to hearing from you.

 

Amon, AT&T Community Specialist.

New Member

 • 

3 Messages

1 year ago

@ATTHelp as I mentioned above I have switched out gateways 2 times and have reset + power cycled hundreds of times. I wish it was that simple. 

New Member

 • 

3 Messages

1 year ago

@al056 interesting, your issue sounds a little different. Mine is happening more often and sporadically. I can't even load simple web pages or message threads on Slack. Thanks for the tip on ping plotter, I'll try that out. 

Community Support

 • 

232.8K Messages

1 year ago

Thank you for letting us know @theblacknight19.

 

Please meet us in a DM, so we can take a closer look into what is happening. In order to proceed, please check your direct message inbox in the top right-hand corner of the screen. We will be messaging you there shortly.

 

Blanca. AT&T Community Specialist

New Member

 • 

8 Messages

1 year ago

Just as an update, the 2nd tech recently visited and noted to me that other people around my city were having the same issues. It's funny because when I went down to my apartment lobby to meet the tech assigned to me, there was another technician who came around the same time. Apparently there was another person within my apartment who had the same issue. And before we go down the path of "it's an apartment issue", like I said before, the techs noted to me there were other people within the city and other neighboring cities having the same problems. They said it might be a central office switch problem and have escalated it.

I hope they fix it soon because this has been going on for about a month or so. I had to pay $100+ just for the technician to show up and acknowledge my concerns; without being able to actually fix it. Definitely not his fault though. And this was the 2nd tech who arrived thinking this was a fresh install of a new modem or new service without being told any of the previous details. I'm not sure how many times I have to explain this problem to multiple people. Is there even a tracking system to monitor an issue for a specific account holder, so I can at least get updates and not have to explain my entire situation again AND have to go through the conversation of, "did you try an IP passthrough?".

Also, no update from my online escalation yet. But I understand this takes time, so will continue to wait :/

(edited)

New Member

 • 

22 Messages

1 year ago

+1 from Arlington Heights IL, internet drops out for a few seconds every fifteen minutes at :00 :15 :30 :45  which kills anything interactive.

(It's been a month for me, at least.)

(edited)

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.