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frustrated9991's profile

3 Messages

Monday, September 11th, 2023 3:07 PM

Paying for Fiber 1000 - only getting 9Mbps into gateway

I've been complaining to AT&T for over a year about dropping network, resetting modems and slow speeds.  Last week - after complaining that I need to reset the entire gateway at least twice a day - they sent me another modem saying my last one (that they sent me not quite a year ago) was outdated.  Installed and then checked speed.  Smart Home app said there was an issue - never saying what the issue was - and that a technician had to come out.  Earliest appointment - 5 days later.  I work from home!! Not acceptable.

Then, the Smart (Stupid) Home app decided that a firmware update was needed.  20 minutes later, and I can barely get anything working.  Changing a TV channel now takes about a minute - never mind the buffering that I now have.  Computer websites - even sitting right next to the gateway - take several minutes to download.  I turned off wifi on my phone - TMobile cell service is faster. 

Speed test - barely 9 Mbps into the gateway (when the AT&T speed test actually works).....less than 1Mbps to a device.  I'm now using my cell phone to take work video calls because I can't trust AT&T internet.  So, it seems like I've been paying for 998 Mbps into the house and getting 1/10th of that speed now for probably over a year.  When they sent me the last modem, I specifically asked them to check the lines outside my house and into our new development.  They claimed it was fine - obviously there's an issue.  

So I wait.....and went ahead and ordered TMobile Home Internet.  There's no real load on the house - one person, no gaming.  TV, music streaming, and work video calls - mostly never all at the same time.  Why am I paying $85 / month for this crap???

Community Support


225.4K Messages

3 months ago

Hi @frustrated9991,



We understand the importance of a high speed internet connection. Let's work together on a fix.


We recommend that you move your gateway, if it's in an enclosed space like a drawer or cabinet. Also, keep it away from possible sources of interference like routers, microwaves, and cordless phones, make sure your drivers, browser, and antivirus software are up to date.


If this doesn't work, please try to Factory reset your router once.


Let us know if this helps!


ChrisM, AT&T Community Forum Specialist.

3 Messages

3 months ago

Already did that. Gateway is where AT&T installed it 3 years ago. Been resting the wifi gateway multiple times a day now.

The question is why am I paying for up to 998 Mbps and only seeing 9 Mbps into my gateway - and that’s when the AT&T speed test can actually get a test to work.  Why won’t AT&T check the outside lines into my neighborhood and into my house??  I asked for that to be done last year when Google was out digging for their fiber. Sure seems like they damaged a line or something with all that digging. 

ACE - Professor


5.6K Messages

3 months ago

Did you schedule the tech visit? Let the tech check everything. 

3 Messages

3 months ago

Yep. Should be here tomorrow. Had to wait for 4 days to get appointment. 

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