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Contributor

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1 Message

Tue, Jan 16, 2018 4:38 AM

Fiber keeps going in and out

I installed fiber two weeks ago because it was supposed to be smooth sailing for streaming video and the internet. It looses connection with Hulu and netflix ever 15 seconds I have had my 30 minute show last an hour between the fiber dropping and going back online. I need this fixed it is ridiculous 

Responses

Community Support

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2.4K Messages

2 years ago

Hi @Laurac123,

 

I am so sorry about the issues with your internet service, but I will be glad to help. When your internet drops, do you lose connection on all your devices? Are you connected wired or wireless? If wireless, try testing hard wired. Look on your gateway to see what the lights are doing when your service goes out. The main ones to concentrate on are the power, broadband, and service lights. Let us know how it goes. In the meantime, when your services do go down, try running our Troubleshoot & Resolve tool to identify and possibly fix the issue.

 

David, AT&T Community Specialist

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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6 Messages

a year ago

I too have the problem with WiFi dropping. We have wireless 1000 speed and even two ATT extenders. It drops when I’m streaming and even on my iPad or my Children’s ps4. I’ve had a technician come out twice and again next week. I’m over this and if it’s not corrected AT&T better let me out of the contract. Not fair for me to be paying for a service that doesn’t work. 

New Member

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3 Messages

is it wifi or internet overall? my IT guy fixed my problem (same as yours) and told me it was a faulty ONT (lil box on the wall)

Tutor

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2 Messages

a year ago

Were you able to get a resolve to this? I just had my internet set up on 2/11 and here I am on 2/15 and I have restarted/reset my modem/router 5 times today! My internet drops every 15 minutes. This is insane. On top of that, AT&T is the only provider to my complex. May have to cancel fiber and go to regular internet? Not sure what the solve is here. 

New Member

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3 Messages

its the ONT box that is faulty. i had the same problem the it guy that came to fix it told me to call and every time it messes up, it seems like its a very constant thing.

Tutor

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6 Messages

a year ago

Technician came out yesterday and installed a new optical terminal (the white box) and a new modem. When he got there it showed on his quality check that we had interference with our airtie extenders. Everything worked well yesterday, but today we have been disconnected a few times while streaming with our fire tv. Talked to the tech and I'm thinking about using my own modem/router. I don't think the modem att provides has good extension. 

 

Contributor

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1 Message

a year ago

Hey customer care, how about a little care?  This a real problem.  I just had my service upgraded and installed on Saturday.  Everyday since then we have this issue where the internet blinks on and off for periods of time.  Then it works fine for a while then does it again.  The tech said the location was fine.  We have no landline so no phone lines or cordless phone.  It is all wireless.  What is going on?  Let's get some answers.

Contributor

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1 Message

10 months ago

Did you guys get your att fiber disconnect issues fixed.  I just got it installed a couple days ago and already having it drop.  Plus I can’t talk to a love body at att.  I wished I reviewed this forum before I switched from Spectrum.   If I don’t get this problem fixed soon I will go back to spectrum even if it slower. 

New Member

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1 Message

We got ours installed last week and the next day the kids were saying it keeps dropping signals (lots of buffering, games stuttering, internet requests hanging, etc). Run many speed tests and some were ok, but then run again and it is 10mps. Had cox before and at least it was consistent. (Edited per community guidelines)!!

(edited)

New Member

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3 Messages

2 months ago

hello i just had this problem fixed. its the little thing they put on the wall.. ONT? the guy that came over said the firmware was fed up. they need to replace that.

New Member

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9 Messages

a month ago

The issue is that AT&T's dual band wifi causes frequent disconnects.

1. Head over to http://192.168.1.254/cgi-bin/home.ha

2. Go to Home Network -> Wifi (it may ask you for your password this is the one on blk & wht sticker not yellow)

3. Click Advanced Options after some description text near the top

4. Change the 2.4GHz name by adding -2.4G

5. Save

6. You will have to reconnect any devices that only use 2.4GHz to the new name with -2.4G added to it but password will still be the same.

And then you guys should be good to go. After i split the bands I have never had a disconnect again. Cheers!

New Member

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2 Messages

You lost me at step 4. How exactly do you change the 2.4Ghz name?

New Member

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9 Messages

Underneath where it says 2.4 GHz you'll have a bunch of information about that WiFi things like the SSID which is the Wi-Fi name which is normally something like ATT492QR?3bt you'll go to that box and under the 2.4 GHz section and add -2.4G to the name of that WiFi that way the name under 2.4 GHz section is different from the name under the 5ghz section. This whole problem starts because the Wi-Fi name under both sections are exactly the same meaning if AT&T dual band system software thinks one band is better than the other and you're on the other one it will take you off of that one and put you on the other which is why you keep getting disconnected it is trying to give you the best internet but in the end it's just screwing everything up. Remember 5ghz will offer higher internet speeds while 2.4 GHz offers a larger range but slower speeds. Also remember 2.4 GHz is a older frequency and is also the same frequency Bluetooth uses garage door openers old home phones and things like that so it's normally more congested but it does put out a stronger signal just not faster speeds most newer devices try to be on 5G if they can

New Member

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2 Messages

Ah, I see. Thanks!

New Member

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9 Messages

Your welcome
Let me know if you need anything else