New Member
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4 Messages
Need help - Fiber internet dropping connection through ethernet and WiFi!
My internet keeps intermittently dropping at seemingly random times. I have the BGW320-505 model. It's around 8-10 minutes in between intervals and it only lasts for a couple seconds before I see packets being received again. It's happening to both the ethernet and the wifi so I know it's not a signal issue. I've restarted the modem, customer service has done a restart. I've check physical ports and wires. I've swapped from port 2 to port 3 and 4. The DHCP server lease is set to a day, but the IP Passthrough DHCP appears off(?) and set to 10 minutes. I have no idea what either of these things mean, but it's just something I've come across while trying to find troubleshoots.
I also spent a good 50 minutes on the phone with the customer service rep who said they didn't see anything on their end while I was experiencing the data loss. I've checked the lights on the box as well when the issue occurs and there's nothing going on. The light stays a solid white the entire time. I'm hesitant to get a new box because that doesn't seem to fix the issue. Do I just need to get a tech out to my home? Or has someone found an issue to this seemingly persistent issue?
ATTHelp
Community Support
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231.4K Messages
2 years ago
Hey there @someguy101, we want to help with your internet connection!
Let’s meet in a Direct Message to discuss your internet connection with your BGW320. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums)
CalebP, AT&T Community Specialist
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N58SG
New Member
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6 Messages
2 years ago
This describes my issue exactly. You’ll find others on here describing this as well. Same ongoing struggles with techs and tech support. No resolution.
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TBKnbaNYC
Contributor
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12 Messages
2 years ago
@someguy101 did you ever find a support department that can help with this?
I'm having the exact same issues: https://forums.att.com/conversations/att-fiber-equipment/att-fiber-10001000-packet-loss-and-latency-spikes-intermittently-247/61afe6d32f2f4a2ecda172bb
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someguy101
New Member
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4 Messages
2 years ago
@TBKnbaNYC sorry for the long delay. I've got a newborn at home and the holidays are busy for me.
As soon as I posted this I stopped getting the intermittent disconnects until about a week a go I noticed it again when the Smart TV would disconnect. I'm not at work right now with the baby so it hasn't been noticeable since I work from home, but I fear it will continue. I'm in KS btw.
I've read some of the other posts and it seems like I have to jump through a ton of hoops to get a tech to check the connection at the box outside of my property... which MIGHT be the issue?
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someguy101
New Member
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4 Messages
2 years ago
Shameless self bump.
I'm still having this issue after I've spoken with an agent who said my firewall settings and device software needed to be updated, which she then did.
I'm still losing connection and can see the connection disappear through my task manager performance monitor.
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nsinkov
New Member
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9 Messages
2 years ago
I have the same issue!
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nsinkov
New Member
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9 Messages
2 years ago
I have the same issue as soon as I got a BGW320-505
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someguy101
New Member
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4 Messages
2 years ago
Can anyone from ATT reach out to help me. I am still experiencing this issue.
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cjhurTon09
New Member
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2 Messages
2 years ago
I have the same issues. It's not the wifi. I lose connection from the internet. The BGW320-505 blinks red for a minute or to and boots back up. It's super annoying, I've got a call into Spectrum. They come 2/8 so if I can get it fixed I'll stay if not I'm switching. It's horrible!!!!
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JaxH
New Member
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2 Messages
2 years ago
I'm having the same issue as well. I've had a tech out here Friday who basically gave me "new lines". He secured the connection in the ONT box and my box outside I share with my neighbor. On top of that, he replaced the ONT box with a new one just in case that was the issue. Saturday night, my computer kept losing a connection and I have an ethernet cable connected to it. I turned on WiFi thinking maybe the problem was the cord (a short or something), but within a few minutes, the same issue happened. I got kicked out of a Zoom meeting every couple of minutes for over an hour. I called support and they recommended disabling parental controls which I did. I was informed that would fix the issue. It didn't. Yesterday it went out again for a few minutes and did it again today as I was in another Zoom meeting. This has been going on over a month looking back on everything.
I don't like paying for a service that I can't use when I actually need to use it. I do fitness classes online via Zoom and this issue is causing me to cancel classes that I can't afford to not have. I also don't like paying so much for a service that doesn't work correctly.
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