Military Appreciation: Exclusive savings for military, veterans, and their families!
Get superfast AT&T Fiber internet
S

New Member

 • 

3 Messages

Fri, Jan 21, 2022 2:43 PM

Fiber broadband/internet goes down when temperatures are below 30

It’s very frustrating that the broadband will just go down as soon as temperatures go down 30F in Nashville, TN.  I work from home and it affects badly. 
Talking or chatting with customer care is absolutely useless as they do the same repeated stuff of rebooting the gateway.

The worst thing is that they aren’t able to send a technician asap but just say that they can send one on a later date with the caveat that he or she may charge me based on fixes.

I used to have xfinity and never had such issues with internet in cold weather.

spoom2

ACE - Master

 • 

15.3K Messages

4分前

Sounds like a bad connection.  Cold weather shrinks the materials cables are made out of.  Might want to see if you can contact tech support, seems they could have a tech come out and check the connections even when your service is up. 

New Member

 • 

3 Messages

4分前

Thanks for the input. It’s insane to think that they would have equipment or cables that don’t work well in cold temperatures especially when they are providing as fiber technology.

Is there a tech assistance number of At&T one can call? Their live chat is  always a hit or miss, mostly keep getting the message that all their  assistants are busy.

(edited)

ATTHelp

Community Support

 • 

189.7K Messages

4分前

We are here to help get your internet back up to par, sid2000.

 

Thank you to the ace for the useful information.

 

As he said, you can call our support team at (800-288-2020). They can schedule that technician appointment for you and answer any questions that you have.

 

Let us know if you have any other questions or concerns.

 

Thank you for choosing AT&T.

 

Marc, AT&T Community Specialist

spoom2

ACE - Master

 • 

15.3K Messages

4分前

@sid2000 It's not the equipment or cables, it's the human side that makes the connections or installs the cable. A connector not made correctly or rushed, an aerial cable strung too tight, a nick with a shovel, a bend radius too sharp, a kink.  Many problems that can be cause by human factors.  A good tech can most likely find the problem. 

New Member

 • 

6 Messages

4分前

I understand the human side is a factor, but if experienced technicians are incorrectly installing on a consistent basis then design needs to be reconsidered. It shouldn't take getting lucky with a "good" tech to identify a problem and fix the issue.

My initial install had included an ONT on the wall near cable entry. A very experienced tech thought it was a good idea to install a second one, and after my internet had been out for a period of 2 weeks I got a more competent tech tell me that there never should be two installed due to potential loss of signal at the joints.

It is a joke that stable internet provided by ATT is largely based around a lottery type outcome in getting a "good" tech.

spoom2

ACE - Master

 • 

15.3K Messages

4分前

if experienced technicians are incorrectly installing on a consistent basis then design needs to be reconsidered

If it were on a consistent basis there'd be a lot more post on the issue. Let's get the OP's problem resolved, hopefully soon, so we can see what the problem was. 

New Member

 • 

6 Messages

4分前

You think all the people experiencing this issue are going onto an ATT community forum to report their problems. Interesting ...

spoom2

ACE - Master

 • 

15.3K Messages

4分前

You did.  Since you've made up your mind there's no way to convince you otherwise. 

New Member

 • 

6 Messages

4分前

I had to do a google search for forums that have this issue. I was not prompted by any ATT customer service representative to go to the community forum.

My point is you can't truly assess how many people are experiencing this issue by the amount of posts on a voluntary community board. The only way would be to get the internet outage complaint call and text data from ATT. Any other means is simply a guess.

Considering the length at which I needed to even find the thread and community forum at all, it wouldn't be bold to assume that less than 10% of users even know it exists. Especially considering it does nothing in regards to helping someone out of their own issue (Evidenced by a "Master" only being able to say you need a "good" tech to identify the issue).

Additionally, the fact that this another user posted about this issue and had 3 or 4 technicians come out prior to switching providers. In my own experience, I had 4 techs come to resolve my issue. Also, last year it took 7 techs in cold weather to finally solve an internet issue.

Now I know it is rather anecdotal, but another user (who you also posted in his thread) and myself have multiple experiences of many techs needed prior to getting reliable internet or just not being able to. My original point still stands, using your own definition of a "good" tech:

It is a joke that stable internet provided by ATT is largely based around a lottery type outcome in getting a "good" tech.

The system should be set up such that even a "bad" tech can fix the issue. And they simply can't.

spoom2

ACE - Master

 • 

15.3K Messages

4分前

@sid2000 Sorry about the hijack of your topic, my fault for pointing another user to this topic, please keep us informed on any progress to your issue. 

New Member

 • 

6 Messages

4分前

Yeah @sid2000 make sure to keep us posted, so @spoom2 can tell you to keep trying until you get a "good" tech and ATTHelp can tell you to call there hotline anyway, and do the thing you are already frustrated with.

My suggestion ... every single day you are experiencing an outage call customer service and explain to them the inconvenience. Ask for a statement credit every time so you get the money you deserve minus the major inconvenience it causes to work from elsewhere.

spoom2

ACE - Master

 • 

15.3K Messages

4分前

@tdieringer I'm asking nicely to please quit the hijacking of this topic.  Thanks

(edited)

New Member

 • 

3 Messages

4分前

Few things after the technician visit.

1. One of lights on the fiber box was red and that was an indicator of a fault in the network as per the technician.

2. Inside the house, everything was fine.

3. External at&t fiber box/installation was checked and that something had to be clamped/fixed properly to get proper signal.

4. Post above, the red signal on the white fiber box in the house turned green.

On talking to the technician, he did confirm that weather does have an impact and it does cause issues.

So as of now, my issue is resolved is what I understand and hopefully the next time there is snowfall or temperatures below 30, I don't end up in the same situation. I have been asked to contact again if the issue resurfaces.

This thread can be closed.

spoom2

ACE - Master

 • 

15.3K Messages

4分前

I hope the bad connection the tech found resolves your issue for good. Please post back one way or the other when you feel sure.

Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.