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2 Messages

Friday, November 11th, 2022 7:49 AM

Frequent Packet Loss for THE PAST THREE MONTHS!!

I have been through the ringer. About 3 months ago now I started experiencing occasional lag spikes, occurring about once every 15 minutes. My PC is hardwired through an ethernet cable. The cable is 75 ft, though the PC is only about 35 ft from the router. I have never had this sort of issue before, and I've had ATT as my ISP for over a year. To make a long story short (it'll still be long), let me list all the steps I've taken to fix this problem:


1. Ensure all connections are properly secured. This did not solve the issue.

2. Reset my router. This did not solve the issue.

3. Contact ATT customer support, where I was told by the automated bot system that my router had to reset again. I went through with this again. This did not solve the issue.

4. Purchase a new ethernet cable. This did not solve the issue.

5. Contact ATT support again, this time informing an agent of the ongoing issue, and all steps previously taken. The agent concluded that a new router would solve the issue, sending out an older model that was "more robust". This router arrived 2 days later, and I installed it that same day. This did not solve the issue. I was also now downgraded from a BGW210 model to a 5268AC model.

6. Contact ATT support again. I spoke with another agent, explaining everything that's happened so far. A technician was scheduled to come and solve the issue. I provided my personal phone number for them to call or text, and specifically requested that that number be the only one used. The next day, a text message was sent to a different phone number informing them that my internet service seemed to not have any issues, asking if they would like to cancel the request for a technician. No response was given. Apparently, someone called that same incorrect number and simply stated that no technician would be sent out because service "seemed fine". The issue was still unsolved.

7. Contact ATT support AGAIN, this time demanding a technician be sent out. I was informed that if a technician did not find any issue, I would be charged $100 for their service. A technician was sent out, and I again explained everything that's happened so far. They unplugged the router and plugged it back in, then stated that there were no port errors popping up. They then left. Almost immediately after they left, I experienced another spike. The issue was not solved.

8. After doing some research, I concluded that the source of the issue had to be with my own hardware. I also installed a program that would allow me to ping any IP address or URL I chose, and track every single IP address my ping would have to hop through to reach its destination, as well the response time and packet loss percentage. I set the program to continuously send pings to google.com, and on average I would have ~9 hops before reaching said destination. This number would fluctuate, with several blank spots occasionally appearing. With this program I was able to detect packet loss from my PC to the router, even through my hardwired connection. I figured since there was packet loss visibly noticeable between my PC and the router, the issue must be with the connection, that being the one on the motherboard of my PC. So, I bit the bullet and purchased a new motherboard, buying a new processor as well to go with it. After having everything installed and set up by a professional, I went home and plugged everything in. A new issue was now occurring. My PC now was unable to connect to my router via ethernet cable. I tried 2 separate cables, and remember one of them was brand new, but neither worked. I was however able to connect through wifi. The original issue, however, was still not solved.

9. Contact ATT support once again, informing yet another agent of everything that has happened up until this point. Sidenote: up until now every time I've contacted ATT customer support I've had to sit through the automated bot system running diagnostics, which takes roughly 5 minutes. Now when I contact support, the bot immediately skips to transferring me to an agent. I explain to the agent in painstaking detail how the issue cannot possibly be on my side, and suggest that there might just be an incompatibility issue with the router and my new motherboard. I requested that a new router be sent, and repeated about 8 times that I would like whatever the latest model router is. The newest possible router that I could have with my current plan. The agent I spoke with assured me that they would send the latest model. 2 days later the router arrived, and it was the same 5268AC router that I already had. I still gave them the benefit of the doubt and installed the new router. Neither the original issue, nor the new issue was solved.

10. Contact ATT support again, skip past the bot system again, and speak with an agent again. I explain that the previous agent I spoke with provided me with the same exact router I had as a replacement. I demanded a new router, and that a technician be the one to deliver and install it. I was informed about a $100 service fee, and informed the agent that all issues have been with ATT. The technician arrived with the new router, and despite me being informed that I'd be unable to upgrade to anything past the BGW210, this new router was the BGW320. The technician was able to install it with zero issues, and sure enough it solved the newer issue, that being my PC being able to connect via an ethernet cable. I also informed the technician of my original issue. While waiting for them to arrive I documented further instances of my lag spikes. I have now confirmed that it is in fact packet loss, occurring at exactly 15-minute intervals. For but a couple of seconds there is 100% packet loss across the board for every IP address my ping requests must hop through. The technician had no idea what he was looking at but offered to call his manager "T" so that I may explain things to him. The moment I stated my issue, he read my thoughts and asked if it was occurring every 15 minutes. I said that it was and that I had tracked it down to being packet loss, though I didn't know what the source could be. He stated that they were aware of the issue and that they had some technicians looking into the problem now. He then added me to a group text chat so I could stay informed. It has been a full week since then and I have not heard back. The issue is also still left unresolved.

What in god's name do I do? How has this not been fixed yet? I figured roughly 3 months of this and the problem would have been found and fixed, but it's not.

Community Support

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230.7K Messages

1 year ago

Hey there @hughman. We understand your frustration and would be happy to help you with the intermittent internet service you've been experiencing for the last month.

 

In order for us to further help with your internet service, we'll need to meet you in a DM and gather some information to take a closer look for you. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

 
We look forward to hearing from you. 
 
Robert, AT&T Community Specialist

New Member

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2 Messages

1 year ago

It's been another two weeks Robert. Are there any updates? Why am I being left in the dark with a simple "An AOTS ticket has been submitted." I don't know what that (Edited per community guidelines)ing means, Robert. The issue is STILL ongoing. What efforts are being made to fix this?

(edited)

Community Support

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230.7K Messages

1 year ago

We're here to assist with your internet, @hughman!

 

Let's move this conversation into a direct message. This way we can check to see the status of the trouble ticket. Be on the lookout for a chat notification in the upper right-hand portion of the page, next to the bell icon.

 

We look forward to speaking with you!

 

CalebP, AT&T Community Specialist 

New Member

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6 Messages

1 year ago

I've been having the same problem with my ATT Fiber now since it was installed.  I've already had the modem replaced, and had 3 technician visits.  All of them say the fiber line is fine - but I'm still experiencing frequent intermittent packet loss (about 6% packet loss per minute) and the packet loss can be seen visually in real time using this website:  https://packetlosstest.com/  

I'm ready to cancel my service.  I had Comcast coax before this and never had a problem - only switched to the fiber with ATT for their promotion to lower my phone bill if I switched all my services to them.  BIG MISTAKE.   Each tech that came out has said they are not trained to deal with packet loss.  Nobody is taking ownership of this problem.

New Member

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1 Message

9 months ago

I just got moved to fiber from vDSL and so far I hate it.  Packet loss to the point that the service is unusable.  

I need a fix or I am moving to starlink

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