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3 Messages

Thu, Oct 22, 2020 7:24 PM

Internet speeds have drastically decreased

I have a gigabit fiber internet connection thru AT&T.  That is what I am paying for.   When I tested the speed after the initial install, it was running about 700 mbps up and down.   Now I test it after 2 years,  it runs on a wired connection directly to the router, at WiFi speeds.  I am usually on a WiFi connection and did not notice the down-turn in speed until I used a wired connection.   I've rebooted the gateway and there is no problem with the internet connection itself;  just the speed is not up to the initial 700 mbps.    It is running about 120 mbp down and 80 mbps up.  It IS on a cat6 connection directly into the wall, where the initial test was done 2 years ago.   Why has my speed been downgraded?  There is no contact at AT&T that I can reach.  Though there is a tech on y NextDoor that I can 'yell at', I meant talk to :).

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Brand User
ATTHelp

Community Support

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140.3K Messages

a month ago

We appreciate you reaching out to us so we can help @Obira_an, we will do what we can so you don't have to 'yell at' anyone if we can help it. 

  • Have you downloaded and used our Smart Home Manager? It would show you the speed that your router is recognizing under the Network option at the bottom of the page. If it is showing as low as you are describing there is a concern.
  • When you ran the speed test and got the 120 Mbps down and 80 Mbps up that was through the ethernet connection from how I read it? How many devices were active and using the internet at the time? Have you ran the speed test without other devices active and were the results the same?
  • Has anything changed in the modem environment that could be contributing to the slowness that you are experiencing?
  • On the AT&T website does it show you have the Internet 1000 plan or is it showing something else?

If nothing jumps out at you on this or helps fix the issue we would recommend our Troubleshoot and Resolve tool for Internet > Slow browse which would continue to resolve the issue and may lead to a technician visit if needed.

 

Bryan, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

a month ago

Thank you for the helpful response!  When I used your Smart Home Manager app to test the connection speed, it took my whole home network down.  A bad thing at the moment, but good in the long run.  I had to phone in the problem.  Your help desk tech walked me thru reboots of the gateway modem and my fiber to cat6 converter, which in turn uncovered that I had a faulty modem.  The modem would work intermittently and at a low bit rate.  A new modem is being shipped to me, hopefully fixing the problem.   Before the modem failed, I was getting a 900+ mbps upload.  It failed with the download test with an authentication error, and a red service light on the modem.  

Brand User
ATTHelp

Community Support

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140.3K Messages

a month ago

You're most welcome, @Obira_an!

 

If you need help with your new router when it arrives or have any questions, we'll be happy to assist you!

 

Thank you for reaching out to the AT&T Community Forums team.

 

Aminah, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

a month ago

Also, another KUDO to AT&T's service.  I just received the new gateway modem.  It was an overnight FedEx delivery.  Very impressive.  Thanks.

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