Contributor
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1 Message
How do I escalate a chronic internet outage issue beyond level 1 support?
I have had many, many internet outages over the past month. I’ve paid to rewire the inside of the house and for a new router. We’ve had 7 technicians onsite with various diagnoses, all fiddled with the outside wires and several went up the nearby pole. ALL were able to bring it back up and then left. 2 hours to 2 days later, it is down again. I need someone to look at the whole account history and to look seriously at the outside wiring, including the house to the pole - but every single tech is “quick fix”. How can I get some serious issue management until this is stable?
ATTHelp
Community Support
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231.4K Messages
6 years ago
Hello @Aliecam,
Dealing with chronic internet outages can be very concerning. I will be more than happy to help! I apologize for the long wait for a response. Has the issue been resolved?
Looking forward to hearing from you!
Katie, AT&T Community Specialist
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bloomin
Scholar
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290 Messages
6 years ago
@Aliecam
Post your gateway/modem stats when you are experiencing the problems you mention.
Type 192.168.1.254 into your top browser box and you should see something like this:
DSL Information
Post these stats and lets see what they look like many times this will reveal the source of trouble on a line.
I think you have issues somewhere along your line from the NID to the DSLAM or VRAD it is also possible that
there is trouble at the DSLAM or VRAD itself. Do you have a next door neighbor with similar AT&T service?
If so are they having any trouble?
Post back with a follow up! Thanks.
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ejp_1
Teacher
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76 Messages
3 years ago
Ditto. I could have written that. Central CA July 2021.
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