Tutor
•
4 Messages
Ongoing Issues with new Fiber Install
Hi guys,
I've used you guys at previous residences and had no issues, but I just moved and at the new residence your home fiber service has had consistent connectivity issues. I've been here about a month, and right from the beginning I would have Internet outages, daily at first, then every few hours, now every 15-20 minutes.
I've had 8-10 support calls averaging 45 minutes, and three technician visits. Each time the technician thinks it's fine and the issues starts at some point later that day.
I had been using an Archer C7 behind the router with a static WAN IP from you guys, but at this point I've disabled that and am using solely your modem for Wifi (BGW210-700, mfg date of 01/07/2019.)
This is occurring on all wired and wireless devices, including on a laptop connected to the modem via an Ethernet cable provided last week by your technician after they claimed it was a faulty Ethernet cable.
I'm starting to run the diagnostics on the modem on my own at this point, because technical support just wants to schedule another on-site technician. I'm seeing the following during the outages:
Troubleshoot
Running this test will help locate problems with your Internet Connection.
Top of Form
Ethernet |
Pass |
|
Authentication |
Pass |
|
IP |
Fail |
|
DNS |
Skipped |
|
Details - IP Check
|
|
Check IP connection to Ethernet |
Pass |
Validate Broadband assigned IP address |
Pass |
Ping default gateway |
Fail |
Running a traceroute from the Ethernet-connected laptop, I see the following during the disruptions:
traceroute to google.com (216.58.193.142), 64 hops max, 52 byte packets
1 dsldevice (192.168.1.254) 5.666 ms 2.622 ms 2.554 ms
2 172.12.254.169 (172.12.254.169) 1917.108 ms !H 1193.793 ms !H 3059.379 ms !H
In terms of device, I have a Roku, a TV, a few tablets/mobile devices and two laptops currently connected. I did have two workstations and three security cameras but I've turned those off as part of troubleshooting and have still been getting this issue with them turned off.
At this point I'm ready to cancel my account, as each on-site tech has said that the line to the box and your network tests fine, and they have replaced both the ONT and the modem on separate visits. Please reach out to me via PM with a way to proceed if you could. Thanks.
Cheers, Ryan.
tonydi
ACE - Guru
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9.9K Messages
4 years ago
Ryan....
What is the version of the firmware in the BGW?
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browndk26
ACE - Professor
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5.6K Messages
4 years ago
Factory reset the gateway. If that doesn’t help, ask for a replacement gateway.
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ryandolan82839
Tutor
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4 Messages
4 years ago
Hi guys,
Thanks for the replies. @tonydi the firmware is 1.9.16.
@browndk26, thanks for the tip, but they have already swapped the modem.
Cheers, Ryan.
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ryandolan82839
Tutor
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4 Messages
4 years ago
Also, I've included the results from a ping check during an outage on the laptop connected via Ethernet. In this instance, this outage happened 2-3 more times in a short period, then stabilize for a bit, then go out in a similar fashion again. Nothing changing on my network or in my house during all of this.
64 bytes from 8.8.8.8: icmp_seq=3051 ttl=53 time=2.395 ms
64 bytes from 8.8.8.8: icmp_seq=3052 ttl=53 time=2.568 ms
64 bytes from 8.8.8.8: icmp_seq=3053 ttl=53 time=2.506 ms
Request timeout for icmp_seq 3054
Request timeout for icmp_seq 3055
Request timeout for icmp_seq 3056
Request timeout for icmp_seq 3057
Request timeout for icmp_seq 3058
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 9a98 0 0000 3f 01 0f0a 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 6cf7 0 0000 3f 01 3cab 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 aa99 0 0000 3f 01 ff08 192.168.1.79 8.8.8.8
Request timeout for icmp_seq 3059
Request timeout for icmp_seq 3060
Request timeout for icmp_seq 3061
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 b316 0 0000 3f 01 f68b 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 e8ca 0 0000 3f 01 c0d7 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 a737 0 0000 3f 01 026b 192.168.1.79 8.8.8.8
Request timeout for icmp_seq 3062
Request timeout for icmp_seq 3063
Request timeout for icmp_seq 3064
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 fceb 0 0000 3f 01 acb6 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 4fd5 0 0000 3f 01 59cd 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 cbf9 0 0000 3f 01 dda8 192.168.1.79 8.8.8.8
Request timeout for icmp_seq 3065
Request timeout for icmp_seq 3066
Request timeout for icmp_seq 3067
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 e7e2 0 0000 3f 01 c1bf 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 b4e2 0 0000 3f 01 f4bf 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 03bc 0 0000 3f 01 a5e6 192.168.1.79 8.8.8.8
Request timeout for icmp_seq 3068
Request timeout for icmp_seq 3069
Request timeout for icmp_seq 3070
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 b55c 0 0000 3f 01 f445 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 25bb 0 0000 3f 01 83e7 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 9937 0 0000 3f 01 106b 192.168.1.79 8.8.8.8
Request timeout for icmp_seq 3071
Request timeout for icmp_seq 3072
Request timeout for icmp_seq 3073
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 9ce4 0 0000 3f 01 0cbe 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 2506 0 0000 3f 01 849c 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 c909 0 0000 3f 01 e098 192.168.1.79 8.8.8.8
Request timeout for icmp_seq 3074
Request timeout for icmp_seq 3075
Request timeout for icmp_seq 3076
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 3ca7 0 0000 3f 01 6cfb 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 cda7 0 0000 3f 01 dbfa 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 f678 0 0000 3f 01 b329 192.168.1.79 8.8.8.8
Request timeout for icmp_seq 3077
Request timeout for icmp_seq 3078
Request timeout for icmp_seq 3079
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 e1c3 0 0000 3f 01 c7de 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 7577 0 0000 3f 01 342b 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 f62d 0 0000 3f 01 b374 192.168.1.79 8.8.8.8
Request timeout for icmp_seq 3080
Request timeout for icmp_seq 3081
Request timeout for icmp_seq 3082
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 a449 0 0000 3f 01 0559 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 ecb1 0 0000 3f 01 bcf0 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 655b 0 0000 3f 01 4447 192.168.1.79 8.8.8.8
Request timeout for icmp_seq 3083
Request timeout for icmp_seq 3084
Request timeout for icmp_seq 3085
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 80fb 0 0000 3f 01 28a7 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 6d00 0 0000 3f 01 3ca2 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 7412 0 0000 3f 01 3590 192.168.1.79 8.8.8.8
Request timeout for icmp_seq 3086
Request timeout for icmp_seq 3087
Request timeout for icmp_seq 3088
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 57b1 0 0000 3f 01 51f1 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 f064 0 0000 3f 01 b93d 192.168.1.79 8.8.8.8
92 bytes from 172-12-254-169.lightspeed.cicril.sbcglobal.net (172.12.254.169): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 b795 0 0000 3f 01 f20c 192.168.1.79 8.8.8.8
Request timeout for icmp_seq 3089
Request timeout for icmp_seq 3090
64 bytes from 8.8.8.8: icmp_seq=3090 ttl=53 time=2006.886 ms
64 bytes from 8.8.8.8: icmp_seq=3091 ttl=53 time=1003.213 ms
64 bytes from 8.8.8.8: icmp_seq=3092 ttl=53 time=2.397 ms
64 bytes from 8.8.8.8: icmp_seq=3093 ttl=53 time=2.481 ms
64 bytes from 8.8.8.8: icmp_seq=3094 ttl=53 time=2.363 ms
64 bytes from 8.8.8.8: icmp_seq=3095 ttl=53 time=2.553 ms
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tonydi
ACE - Guru
•
9.9K Messages
4 years ago
That firmware version has generally been working well for people. Prior to that update, those people were reporting the exact same problem you're having right now. While it seemed like it solved the prior problems, AT&T quickly started pushing out a newer version, 1.10.9. If what you have is firmware related, it makes sense that a replacement gateway would experience the same issues.
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ryandolan82839
Tutor
•
4 Messages
4 years ago
@tonydi, that is a very helpful update -- this issue makes sense as a firmware issue based on my understanding of the problem, and with the issue recurring after the swapped ONT and gateway. The support technicians I've spoken to won't push me to any newer firmware, so I'll wait for AT&T's reply here on whether there is any update I can test in the time being.
Cheers, Ryan.
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drhoades3
Tutor
•
3 Messages
4 years ago
Was this problem resolved, and if so, how?
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