Available Now: Buy the new iPhone 14, iPhone 14 Pro and iPhone 14 Pro Max from AT&T!
Get superfast AT&T Fiber internet
joeydnc's profile

Contributor

 • 

2 Messages

Wed, Oct 4, 2017 2:19 PM

New Customer + Fiber Internet dropping every night 12+ hours

I've been an AT&T customer for about two weeks now. For the past 4-5 days or so, my fiber connection has been dropping every night any time between 9:29pm - 11pm and will not come back until approximately 12 hours later. The gateway itself will lose the broadband light and occasionally flash red. I've talked to technical support multiple times and have had two technicians come out but no one has fixed the issue - on Monday the first technician even dropped another fiber line from the box in the neighborhood since mine has yet to be buried (I have fiber to the home).

 

What I've done:

  1. Reset the ONT box as instructed
  2. Reset the gateway as instructed
  3. Inspected all cables
  4. Checked for any parental controls being enabled (I'm desperate at this point)

What can I do at this point? I believe I'm starting to fall on deaf ears because no one can see this problem happening but me or if I sit through a late night AT&T chat. It feels like I'm paying for a service that I've only been able to use for half of the time I've had it.

 

Update:

Reached out to AT&T again, the representative said there will be an expedited visit for a Network Technician to visit my home. Will wait and see. Also in touch with the original technician who came out, and he said there was some low light issues on my line still at the neighborhood box. I requested my ONT box to be replaced as well.

192kHz

Employee

 • 

540 Messages

5 y مضت

If light is low at the FST (fiber serving terminal) what you called neighboorhood box. Then replacing the drop, replacing the modem, replacing the ONT will still leave you with low light at the FST. 

 

Prem techs are not trained to service issues with the FSTs. Hence why they are sending someone from another department.

ATTHelp

Community Support

 • 

200.1K Messages

5 y مضت

Sorry to read of the trouble you are having with your intermittent service. We will be glad to help. To assist further, we need to gather more information. Click here to send us a private message.

BarryR, AT&T Community Specialist

Contributor

 • 

2 Messages

4 y مضت

Hello,

 

Was your problem ever resolved? I'm a new fiber customer as well and I've noticed my internet going out routinely around 2:30am. I like to use my HomePod to listen to music as I fall asleep and this is impossible when the internet goes out. I'm wondering what the problem could be.

Contributor

 • 

2 Messages

4 y مضت

Hi!

My problem was resolved after a few technician visits - it ended up being a
bad fiber junction box up the street in my neighbor's yard. I'd recommend
having them test your light levels, especially as it gets hotter during the
day. They had a crew replace that junction and it resolved all of my issues.

I hope this helps you!
Need help?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.