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al056's profile

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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!

New Member

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31 Messages

11 months ago

Te

New Member

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31 Messages

11 months ago

No idea what I was typing in the previous post.  I talked to an ATT guy and he basically didn't know, mentioned, he's off until Thursday.  If anyone hears anything please let me know.  (Edited per community guidelines) to freeze.

(edited)

New Member

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3 Messages

11 months ago

Same problems here in same suburb. Has been going on for what seems like months. 5 second pause at :00, :15, :30, :45. Did all the basics (restart, recabling, working with router settings, etc.) and no change. This seems like a system problem. Looking forward to this being resolved! 

New Member

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12 Messages

11 months ago

Well I guess we just hope this gets some attention from an ATT employee now. I don't know how else to further escalate this. Trying to call results in long wait times on hold or getting called back in three days from someone in Eastern Europe who can only send out a tech or do troubleshooting on an individual level.

New Member

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31 Messages

11 months ago

Guy was super-cool and said, "I do not work at the CO in Chicago" and "I'm not sure who exactly I need to talk to".  Great to hear versus I know who exactly call and what exactly to do.  I would rather have an honest statement like that versus dealing with some wanna be.  One thing he did say is my issue "usually" would affect tons of people like an "apocalypse".  I understand his point in that more than a few of us should be seeing this issue.  A tech called "Bruce" who showed up made a good point in that everyone wouldn't notice.  Sorta-agreed but I think everyone would notice freezing.

Anyway, we shall see.  Has anyone else connected with a US-based human via a private message?

New Member

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3 Messages

11 months ago

It is tricky to notice the freezing unless you are playing games or on a live webinar or some sort of live video call. Otherwise there must be enough "buffer" (excuse my lack of technical knowledge) to overcome any perceived lag. It is very apparent on my router UI as there is clear visual of regular packet loss. Attached a screenshot for info. Not as good as the original post, but a clear visual of the problem. Unfortunately I don't have a historical view that I can find. Nor do I have a more detailed view that I can find. Like I wrote, I'm not a technical expert...but it's clearly a regular repeating problem.

(edited)

New Member

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8 Messages

11 months ago

I've used pingplotter to track this since the day I noticed the pattern. Not to sound super negative, but at this point, it seems like it's a low priority issue. I'm sure this isn't the only problem that exists and there's always an roi perspective to it. Like everyone noted, it's not generally evident to the individuals who just stream and browse the internet. But if you work from home and have live video meetings or play online games, you'll notice. But it's probably not worth their time.

I don't think it takes an expert in statistics to notice the amount of people in this thread from the SAME area having these problems, would potentially indicate a wider problem; and also know that not everyone is going to come on an online thread to search for an answer or even know that's a possibility. So for someone at AT&T to mention that an issue like this would / should be like an "apocalypse" is just mind numbing. But if they are saying that's the degree of how it needs to be for a true escalation, well I guess it is what it is then. Like at this point, does one need to make some calls to some fellow executives they know to get a hold of a connection within AT&T lol. I'm being sarcastic here if you didn't notice.

Hopefully the more vague and general answers are coming from online or call center support, and according to the field techs, they are actually looking into it. I wouldn't be surprised if there was a complete disconnect between online / call center ops and field employees. I've shared a lot of information over all my calls, but every tech who came by was like "do you need a new modem"? Hopefully some of you aren't in situations where AT&T is the only option, because based on what I'm seeing so far, looks like it's just days away from switching to another ISP for me. I do try to be understanding as best I can and cordial to all the employees I talk with, but I think I also have the right to expect a service that I pay for, to not affect both my personal and work experiences every 15 minutes of every day lol.

(edited)

New Member

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12 Messages

11 months ago

@al056 couldn't agree more. I've been checking the competitions offerings because of this and looks like I'm overpaying anyways. If ATT can't get it resolved I'll have no choice as both my wife and I work from home a considerable amount of time.

New Member

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31 Messages

11 months ago

Another neighbor sent me this.  Yet another.  Reality is if it's down, it's a priority, if it's not then "someone" will look in to it.

ACE - Expert

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35.6K Messages

11 months ago

I wouldn't be at all surprised to learn that the post you're seeing is someone already in this thread, though.

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