Frequent, brief internet outages & delays

The warmest point on the back registers about 95f

Interesting, certainly not what I was expecting!  Thanks for checking.

My BGW210 measures 101 F (in 76 F ambient) at the hottest point I can find when shooting through the vents.  But there are areas that are only 80.  Doesn't look like there are any vents on the rear of the 320, which may account for your low reading. 

@selfteach  Hi - Experiencing similar issues here. I was wondering the quickest way you were able to contact someone to get someone to come out and perform the service.

I am having the same issue where when I try to call there is a diagnostic run on the connection - everything comes back fine - and they do not connect me with someone to address the issue. 

Any help would be greatly appreciated.

@pottsja I called 800-288-2020. At the beginning when the recorded message starts, I would just repeat the words "actual person" over and over again. I have no idea if that was what did it or just that I was talking and it couldn't understand me :)  When you do speak to someone, emphasize that these are short but regular outages. In 7 calls, only one time did their test ever detect anything wrong and even then the subsequent call handlers dismissed it as a fluke. Also make sure that you're getting the outages on an ethernet connection not WiFi. If it's on WiFi they'll tell you that you have weak WiFi radio signal and try to sell you an extender.

When you do get someone to come out, don't let them leave without cleaning the tips in your house and if necessary, checking the distribution box. Ask if you have a strong light signal.  If it's weak, the problem is either distance or a fiber breakage. If it's strong and the outage is occurring on an ethernet connection then the problem is ether dirty tips or a failing piece of hardware in the network. I didn't have to pay for the two tech trips but mine was a brand new install so YMMV.

Good luck!

Hello, @pottsja

Having intermittent connectivity issues can certainly be frustrating and then having difficulty reaching someone for support can just add to that. 

Thank you for reaching out on our Community Forums, we will be happy to help here.

Let’s double-check a few things, just to eliminate an environmental issue with your Router:

1. Make sure your router is plugged directly into a wall outlet.
2. Make sure your router is at least 3ft from any other electronics or wireless emitting devices
3. If possible, make sure your router is out in the open to allow good air circulation

If you haven’t already, try resetting your router. This can sometimes correct many smaller issues and intermittent connectivity issues. 

Another online tool you can use is our Troubleshoot and Resolve Tool.  Once logged in, it will provide personalized steps that we would follow over the phone.  It can even help set up a technician visit if needed.

As always, you can use the Contact Us link to reach us via chat support.

Let us know if we can help with anything else,

Meaghan, AT&T Community Specialist

@selfteach thank you so much. This was really helpful! I just had ATT Fiber installed and I have the exact same issue you had. I was able to chat with a real person, after several different calls and have a tech coming tomorrow.

Did they say anything about a $99 tech fee? The first chat rep said something about this and I asked for it to be waived but the final person I chatted with who booked the appointment said you are only charge $99 if it is not an ATT equipment/network issue. This seems fine, since I know the latency is bad and I disconnect/lag about 5-10 times per 30 min video call but I wanted to see if they quoted you a fee for the tech visit? Thanks a bunch, this post truly helped me!