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42 Messages

Sunday, January 21st, 2024 1:53 AM

Closed

Horrible evening connectivity and timeouts in the Austin/Dallas areas now on its 11th day!

Spinning off a new thread instead of mixing into that (laughable) gaming latency one.

I went back through my logs, this issue has actually been happening every evening since January 9th! Tonight it started early at 6:15 PM CST, likely due to being a weekend.

As noted previously, this is not just a ping/traceroute issue, this is connectivity failure and timeouts with many sites, including Google, YouTube, and any sites that import Google content (i.e. everyone).

Here's the latest, 565 ms through to 8.8.8.8:

$ traceroute -n -w 1 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 64 hops max, 40 byte packets
 1  192.168.1.254  0.417 ms  0.243 ms  0.506 ms
 2  99.a.b.1  1.511 ms  1.429 ms  1.455 ms
 3  71.149.77.250  3.054 ms  2.966 ms  3.055 ms
 4  * * *
 5  32.130.17.87  30.799 ms  46.03 ms  57.468 ms
 6  12.255.10.124  601.749 ms 12.255.10.122  855.111 ms 12.255.10.124  594.659 ms
 7  * * *
 8  8.8.8.8  564.383 ms  562.933 ms  562.999 ms

cc: @sm3388 @MotoX331 @Txchad73 

Additional background:

https://forums.att.com/conversations/att-fiber-equipment/att-routing-issues-to-games/65a87a72e9fca670cc37fcb1

https://old.reddit.com/r/ATTFiber/comments/197qa7u/is_atts_backbone_normally_like_this/

42 Messages

4 months ago

@ATTHelp Have you forwarded this issue for a network technician to investigate?

Community Support

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232.1K Messages

4 months ago

Hi @Pfuller_, thank you for providing the information. We understand the importance of getting a stable internet connection. Let's get the help you need.

We recommend that you try these steps to improve your Wi-Fi Signal :

Let us know how it goes!

 

Thank you

 

JasmineS, AT&T Community  and Forum Specialist

 

7 Messages

4 months ago

Well that is particularly unhelpful.

Community Support

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232.1K Messages

4 months ago

Hi @Pfuller_, after reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support.  To assist you best, we encourage you to review our Contact Us page to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.”

Thank you

 

JasmineS, AT&T Community  and Forum Specialist

17 Messages

4 months ago

@ATTHelp  It's OK to just have an honest conversation with your community members vs this canned response stuff. We can all understand that issues come up and we are more than willing to assist however is needed and can be patient as fixes are implemented, but these types of responses really put ATT in a bad light with the consumer and aren't necessary if someone were to actually read the post/threads entirely.

@Pfuller_ Isn't even the OP in this thread, although these responses aren't helpful/useful to anyone here either way. 

Example of a good response:

Subject: Network Routing Issue Investigation - AT&T Help

Dear [Customer's Name],

Thank you for reaching out to AT&T Help. We appreciate your patience and understanding as we work to address the network routing issue you've been experiencing.

Our Network Engineering team has identified the issue and is actively working towards a resolution. While we understand the impact this may have on your services, we want to assure you that we are committed to resolving it as quickly as possible.

At this time, we do not have an exact timeline for when the issue will be completely resolved. However, please be assured that our team is working around the clock to minimize any disruptions to your service.

We understand how important a reliable network is for you, and we sincerely apologize for any inconvenience this may be causing. We will keep you updated on the progress and provide any relevant information as soon as it becomes available.

If you have any further questions or concerns, please don't hesitate to reach out to us. We appreciate your continued patience and understanding.

Thank you for choosing AT&T.

Best regards,

AT&T Help Team

42 Messages

4 months ago

Day 12! Connectivity and latency went downhill early today, started to register at 3:31 PM CST. Already getting hangs trying to refresh my mail from time to time. Perhaps for football Sunday?

Seen latency through to Google at up to 575 ms, it will be up to 900-1000 before the night is through. A cool sub-3ms latency through the first 3 hops, of course.

Stay tuned for tomorrow's report.

(edited)

42 Messages

4 months ago

@ATTHelp People are here complaining because the live chat support ("account specific") is just as unhelpful as the form responses you are pasting.

Please let us know when this problem has been directed up the chain. It is affecting a large area of central Texas.

Thank you.

ACE - Professor

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5.8K Messages

4 months ago

All any of you can do is wait for it to be fixed. Which it will be eventually. 

7 Messages

4 months ago

If there was simply a post acknowledging the issue then we would have confidence that the issue is known and being addressed. At this point we don’t know if this is on anyone’s radar at all.

ACE - Professor

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5.8K Messages

4 months ago

That won’t happen. You are not dealing with high level engineers. And you never will. For all you know this may not even be an Att issue. You are paying for a residential service.  Unless it is a widespread problem that affects multiple large businesses, you won’t hear a thing about. 

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