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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!

3 Messages

9 months ago

I'm very interested to hear back from the rest of you folks in A2. I have not been contacted by ATT yet. I'll continue monitoring and report back in case a fix for one of us affects me in the meantime.

This is extremely frustrating, particularly since in my opinion it feels like automation via a cron job is causing this problem which might indicate ATT deciding to just restart a process periodically instead of properly implementing a fix. HW issues don't typically manifest bang on every 15 minutes scheduled.

(edited)

8 Messages

9 months ago

After talking to the tech this morning, they are aware of and able to track this larger issue. So here's hoping once this is resolved for some of us, it is resolved for all of us

13 Messages

9 months ago

@rdubisky I discussed this type of automated process with the tech that was just here because he said it looked like it could be something like that. No matter what though, the fix was beyond his scope and all he could do is elevate it to the right people. Which he said he did.

It took about 36 hours from when I submitted my complaint to the FCC to get confirmation that they served it to ATT. ATT contacted me the following business day after that.

6 Messages

9 months ago

I'm having the same issue in Ann Arbor.  Just got off the phone with a tech and they are sending me a new fiber modem.  After that found this thread and now believe that's not going to fix the problem.  At least I'll get an updated modem.  Hopefully they will fix this soon since it's disrupting my work conversations.  When I'm talking just before the 15 minute mark they all mention I'm getting ready to go out and come back.  What a pain.  Anything I can do to jump on the bandwagon for getting this properly escalated?

My ping timeout log to google.com.  Executing every 2 seconds.

(edited)

8 Messages

9 months ago

ideally you don't have to, the techs know the backend issue, just haven't resolved it yet.  When a tech came to my house I basically showed them this thread and they were like "Yup we know, attaching you to it"

13 Messages

9 months ago

@FuDavie All you can do is what others have done. File an FCC complaint from the link posted earlier in this thread. Lack of any information in almost a week makes me feel that the issue is languishing, so another complaint would help you and everyone else.

6 Messages

9 months ago

FCC complaint filed.  This should be top priority for AT&T and should have been addressed when it first started happening.  How are they not monitoring for area wide failures like this?

2 Messages

9 months ago

I have also filed a complaint with the FCC, from the greater Ann Arbor region late last week. Though a week later I still have not been assigned a tech (but the techs seem fairly powerless here). Incredibly frustrating issue and not really sure how it was not caught and resolved sooner. I actually just switched to AT&T less than a month ago and was planning on switching to another ISP until I found this thread.

13 Messages

9 months ago

Thanks @FuDavie and @tdavis07 for filing complaints.

I emailed my contact at corporate today and this was their reply late this afternoon: "AT&T is working on resolve, at this time there is no firm date of resolution. I have asked my network team to reach out to you."

I'll update with anything I learn.

2 Messages

9 months ago

Thanks for keeping us updated @JES600. If I learn anything new I will update as well.

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