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al056's profile

New Member

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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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3 Messages

8 months ago

Also still working fine for me. 

New Member

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53 Messages

8 months ago

If anyone has anything to add or any recommendations on what I can do to escalate the situation, it would be greatly appreciated. It’s been almost a month with this problem. Thankfully a tech has taken this link I gave him and sent it up to see if they’d look into it. But still nothing yet. 

ACE - Expert

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34.4K Messages

8 months ago

@Moose29 where in SC are you?  Do you have any neighbors who are also using AT&T Fiber and have the wherewithal to do the same monitoring as you?

New Member

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53 Messages

8 months ago

I am in the Anderson, SC area. And im not certain BUT I do know their are people around with fiber. A tech called me friday and told me that I was the only one having this issue in my area. He put in a ticket to get the line from the road to my splitter outside redone. He said I was losing 3 decibles of light from the road. So he's going to try that to see if it'll be fixed although I don't have much hope seeing all the problems this is having everywhere. Because even with the loss of light it still doesn't explain why its dropping every 15 mins on the dot exactly.

New Member

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53 Messages

8 months ago

@JefferMC Im texting a few people now to see who they have. Im hoping for a fix soon. Paying for service thats not working as intended and its been over a month now. Its hendering my work. Dropping calls. Having to call customers back. Its been a nightmare. Im supposed to get a call wednesday from the tech about the fix for the line. @LaTortuga Did they come out and replace anything? Also is it still only once an hour? Mine is still every 15 mins on the dot for 5 seconds. Also they've replaced my ont and line and router. 

ACE - Expert

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34.4K Messages

8 months ago

Yeah, I don't think it's a 3 db light issue happening at regular intervals.  I have asked AT&T how we can put the people who apparently fixed the issue for our friends outside of Chicago in contact with these offices where the problem still exists.  It may be a firmware issue on some router, or a standard configuration setting that's getting rolled out to certain types of equipment.

New Member

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53 Messages

8 months ago

@JefferMC Thank you so much for trying to help. Glad to see the people in Chicago got a fix. Hoping its not much longer before we figure out a fix for us. The biggest issue is that it seems like its brand new. Everyone I've talked to so far has never seen this kind of issue before. I've had fiber for over 3 years and never had an issue until a month ago. So hoping its something simple as that where it can be fixed with an update or new config. 

New Member

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3 Messages

8 months ago

ATNT fiber customer here in Atlanta area, GA. Been seeing these random disconnects for about 2 weeks now. Is there an actual fix?

ACE - Expert

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34.4K Messages

8 months ago

random disconnects

Random, or at 15 minute intervals like clock work?

New Member

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3 Messages

8 months ago

its sporadic, not consistent like his every 15 minutes. Got the line a month ago. First two weeks, all was good. Then we started to get random disconnects like described here. I am on a BGW320 with the 4.23.4 firmware which other threads say may be an issue, but no clue how to fix. 

Yesterday was mostly rock solid, like one or two disconnects in the evening. Today though, its up and down like on a trampoline during an earthquake. 

(edited)

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