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idiotsonlyapply's profile

New Member

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7 Messages

Saturday, December 17th, 2022 8:09 PM

Intermittent Fiber Internet

Last night (Dec 16) I had frequent internet drops while playing an online game.  This morning (Dec 17) I tested again and had the same problem.  Less demanding programs that used internet access had no problems.  I've now run four trace routes and know where the problem resides.  The last good node is 71.155.29.52.  There is a problem between that node and the following one 12.122.85.233.  Both are AT&T servers.

I’ve spent approx. 100 minutes on the phone with AT&T today.  Spoke to 4 people.  Not one knew what a trace route was.  All treated me as stupid.  I offered to send the screen shots of the trace route output and was told that wasn’t  possible.  The fourth even had the nerve to tell me that trace route wasn’t a reliable program --- when he didn’t know what the program was.  I can’t believe the utter incompetence at a tech giant.  Four people, two of whom were supervisors, and not one had heard of trace route, none knew that tracing a set of internet paths was possible, and all four insisted the problem was in my modem.  How would sending a tech to my home conceivably solve an issue with one of their servers?

 

I was begging to talk to someone who knew what a trace route was, a specialist in second tier tech support.  The answer was that there was no second tier tech support.

 

I finally told the fourth person, a supervisor, that I gave up.  All I could do was hope he would pass the information and IP addresses to someone who could understand what they meant.  If my internet was not fixed today, then I’d send all the information, including the trace routes to the CEO and let  his office sort it out.

I'd like to hear from a single competent person who works for AT&T.

ACE - Expert

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34.9K Messages

1 year ago

Network engineers are protected from talking to the general populace.  The people who answer the support phones know how to navigate the scripts the screens put up for them.  An aberration in a traceroute is only a data point that indicates something may (or may not) be wrong.  There may be an issue where you say.  There may not be an issue where you say (but it is likely that you are correct).  AT&T has been quickly increasing the bandwidth available to end users, and those end users have quickly learned how to repeatedly do speed tests to tax the network.  I think AT&T needs to get back ahead of the curve on their back end infrastructure.

Or there just may be a temporary routing issue.  If you're still having this issue, post your traceroutes, etc. here.  I will ask the AT&T Social Media team to get someone to look at your information.  They may be just a little better than the people you've already talked to, but it's all I got.

New Member

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7 Messages

1 year ago

This has reached the level of "inconceivable".  The first person I talked to this morning, and who disconnected me twice, called back just now, four hours later.  All he wanted to do was lay out a load of spin as justifications for doing nothing.

I've run two new trace routes for this post.  One to the World of Tanks game server and the other to World of Warcraft's game server.  I'll edit the first two lines of my network information.  Both traces generated errors at the same point of departure.

World of Tanks:

Tracing route to 174.34.231.132 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  removed by poster
  2     1 ms    <1 ms    <1 ms  removed by poster
  3     1 ms     2 ms     3 ms  104-187-72-1.lightspeed.rcsntx.sbcglobal.net [104.187.72.1]
  4     4 ms     1 ms     3 ms  71.155.29.52
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     8 ms     7 ms     7 ms  gar25.dlstx.ip.att.net [12.122.85.233]
  8     5 ms     6 ms     8 ms  192.205.36.222
  9     9 ms     5 ms     8 ms  be2764.ccr32.dfw01.atlas.cogentco.com [154.54.47.213]
 10    14 ms    15 ms    14 ms  be2433.ccr22.mci01.atlas.cogentco.com [154.54.3.214]
 11    26 ms    27 ms    27 ms  be3036.ccr22.den01.atlas.cogentco.com [154.54.31.89]
 12    27 ms    26 ms    27 ms  be2402.rcr21.b006467-6.den01.atlas.cogentco.com [154.54.88.46]
 13    27 ms    26 ms    27 ms  be2259.nr51.b006467-5.den01.atlas.cogentco.com [154.24.32.34]
 14    28 ms    27 ms    27 ms  38.32.95.10
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *     199.192.70.11  reports: Destination net unreachable.

Trace complete.

World of Warcraft:

Tracing route to 24.105.62.129 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  removed by poster
  2    <1 ms    <1 ms    <1 ms  removed by poster
  3     5 ms     3 ms     4 ms  104-187-72-1.lightspeed.rcsntx.sbcglobal.net [104.187.72.1]
  4     2 ms     3 ms     4 ms  71.155.29.52
  5     *        *        *     Request timed out.
  6     5 ms     7 ms     7 ms  32.130.16.9
  7     3 ms     3 ms     6 ms  dlstx409me9.ip.att.net [12.122.100.105]
  8    23 ms     6 ms     6 ms  12.244.90.238
  9    26 ms    27 ms    23 ms  ae1-br01-eqda6.as57976.net [137.221.74.33]
 10     *        *        *     Request timed out.
 11    27 ms    28 ms    28 ms  et-0-0-0-pe02-eqch2.as57976.net [137.221.69.49]
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

Community Support

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231.2K Messages

1 year ago

We'd be happy to help you with your intermittent fiber internet, @idiotsonlyapply.

 

To assist you further, we recommend that you set up port forwarding to help resolve your internet connection while gaming:

  1. Go to your gateway settings.
  2. Select Firewall.
  3. Enter the Device Access Code found on the side of your gateway.
  4. Select NAT/Gaming.
  5. If you get a warning message, restart your Wi-Fi gateway. Then, continue with these steps.
  6. Select the application for port forwarding from the Service drop-down. If you don’t see your application, or you’re setting up port forwarding for a device:
    • Select Custom Services.
    • Enter the name for the application or device in Service Name.
    • Enter the port(s) you wish to open for Global Port Range. It's recommended to create a separate service entry for each port as opposed to using a port range. In this case the port number should be the same in the Global Port Range fields.
    • In Base Host Port, enter the port number used for the first Global Port Range section.
    • Select the appropriate Protocol from the drop-down for the application or device you are adding.
    • Select Add. Repeat as needed for additional applications and devices.
    • When all applications or devices have been added, select Return to NAT/Gaming. Your new applications or devices will display in the Applications list.
  7. Select the device name or IP address of the device from the Needed by Device drop-down, to open the port.
  8. Select Add.
  9. When your selections display in Hosted Applications, select Save.

Please reach back out, and let us know if this helps.

 

Latoya, AT&T Community Specialist

 

ACE - Expert

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34.9K Messages

1 year ago

Latoya, Port Forwarding is not the answer to every situation, and this is one of those situations where it has no bearing.  Please don't paste stupid crap like this.  Sigh.  Sigh.  Triple Sigh.

New Member

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7 Messages

1 year ago

Followed the directions and added both the preset Warcraft and the specific custom TCP and UDP ports for Tanks as separate entries.  Performed a gateway restart.  No change.  Have run trace route for both games after the changes and the results are the same as above.  Opening the UDP ports did generate an error message, "Pinhole Conflict Detected 12222-12222."  One of the UDP ranges is 12000-29999. The test of Tanks was with the full UDP settings in spite of the conflict.

Here is the Tanks site (This is a Win10 box.).  https://portforward.com/world-of-tanks/

Both games worked fine on Thursday evening and were broken on Friday evening.  I've wasted a day on this.  And in case you ask, there have been no new programs installed in between Thursday and Friday.

What's next?

ACE - Expert

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34.9K Messages

1 year ago

@idiotsonlyapply , Do you have other traceroutes that actually illuminate an issue with AT&T networking. The two above look perfectly normal to me.

New Member

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7 Messages

1 year ago

Both trace routes time out at the same location, 71.155.29.52, which is listed as an ATT server/router/firewall.  A friend of mine thinks it is a firewall.  Why does it hit a bump at that location?  From that point the routes follow different paths.  Both trace routes ultimately fail hard.

And again, both games worked fine on Thursday.

New Member

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3 Messages

1 year ago

Any chance you live somewhere in the DFW metroplex?  There are a few other threads of individuals experiencing similar intermittent issues that started Friday afternoon.  Support is sending me a new modem/router and ensured me it would solve the issue.  Another user was told that they are aware of the issue and will be issuing a firmware update within the next 24 hours to resolve.  No idea if either of those is true yet though.

ACE - Expert

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34.9K Messages

1 year ago

Both of those traceroutes have a hop (or two) that didn't respond one past 71.155.29.52.  That does not necessarily indicate a problem.  Your traceroutes continue on after those non-responding hops (and there are a lot of legitimate reasons for a hop not to reply with the error packet the traceroute expects) which means that the next non-responding hops continue to pass traffic on to the next hops in line.   In both traceroutes, the traffic continued out of AT&T networks to other networks:

  • In the case of WoW: It reached Blizzard (137.221.74.33).  AT&T cannot do any better than that.
  • In the case of WoT: It reached somewhere in Colorado.  I don't know where the WoT server should be for you, but I don't know that's not right.

ACE - Expert

 • 

34.9K Messages

1 year ago

There are a few other threads of individuals experiencing similar intermittent issues that started Friday afternoon.  Support is sending me a new modem/router and ensured me it would solve the issue.  Another user was told that they are aware of the issue and will be issuing a firmware update within the next 24 hours to resolve.  No idea if either of those is true yet though.

The odds that this is a Gateway firmware bug or that a new Gateway will have any bearing are slim and none.  The CSRs took an excuse/action off their list of things they could do and got the caller to hang up, thus allowing them to complete another call and improve their metrics.

I don't know what problem you're running into, but it's not with the Gateway, and, unfortunately, nothing in @idiotsonlyapply 's traceroutes shows any evidence of what is happening that is not correct.

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