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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!

ACE - Expert

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34.4K Messages

8 months ago

This thread is predominately focused on the regular disconnects since they are so regular and traceable.  Yes, there are other threads for random issues, and you could start your own.

New Member

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53 Messages

8 months ago

Like I stated previously I have a guy calling my back tomorrow and checking in with me. I’ll show him what’s been said here and what the original poster said as well. It seems like an internal error. And the worst part about this is, one of my neighbors does have fiber. But it’s an older couple and they wouldn’t know if their internet is going out every 15. I wouldn’t know either if I didn’t have work/play games that require a stable connection. It’s a very small thing to most. But detrimental to some like me who require a stable connection for work. I’m not going anywhere and will continue to post and update until this is fixed. Very happy to see that it is getting fixed in other areas so it gives me a sliver of hope for myself. 

Community Support

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229.8K Messages

8 months ago

Hello @Moose29, thank you for reaching out. We will be more that happy to help you take a closer look into your connection.

 

Please meet us in a DM, so we can review your account and assist you further. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right-hand corner of the Forums). Once there we can continue over chat or by phone if you would prefer.

 

 

Blanca, AT&T Community Specialist

New Member

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53 Messages

8 months ago

I was on the phone with the tech manager for my area and he said that they’re going to try replacing the splitter for the whole neighborhood. They ran all new stuff for my line and still nothing. Even ran fiber directly into my router. So since it’s not anything on my end he’s going to try that. I’m going to reach out to att on this forum Monday when I get home from out of town work. And see what I can get done.

ACE - Expert

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34.4K Messages

8 months ago

It's not the splitter.  If it's happening on a clock, it has to be something WITH a clock, i.e. active electronics. 

New Member

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53 Messages

8 months ago

@JefferMC i see what you’re saying. I’m getting back home today and going to contact the att person that reached out here on the forum and see what they can do for me. @LaTortuga @I’m sorry to hear that they’re not seeing your internet drop. They’re able to see it on their end for mine. When they came out to run all new lines last week, they had an error of over 600 drops on my line. So they know my line is messed up and still troubleshooting. Still hopes this gets resolved soon and I’ll keep posting and letting people know the issue as I find out. Also @JefferMC any luck on reaching out to the people in Chicago or Texas for a solution? 

ACE - Expert

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34.4K Messages

8 months ago

I was told by the ACE group coordinator that the online help people were advised, but I don't have high confidence that they got the entire message across.  You might want to reiterate that information with your contacts.

New Member

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53 Messages

8 months ago

@JefferMC okay. I’ll do that. Just reached out to the field tech that’s been sticking with me. They also have a link to this forum. Doing as much as I can to escalate it. 

Community Support

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229.8K Messages

8 months ago

Hi there, Moose29. We understand that you are having some service concerns. We would love to help you with those concerns. 

 

Can you please make a brand-new thread with what exactly is happening, so we can take look to see what is going on? 

 

We do look forward to working with you soon. 

 

Matthew, AT&T Community Specialist

New Member

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53 Messages

8 months ago

@ATTHelp Yeah I can make another thread. Is there anyways that we could also speak in Direct message or over the phone on the issues as well? Would love to be able to get this resolved and looked into as much as possible as it’s been happening for over 5 weeks now. 

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