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Community Support

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6.7K Messages

Wednesday, November 2nd, 2016 8:42 PM

Troubleshooting Slow AT&T Fiber - Solutions from the AT&T Community

Learn What You Need For AT&T Fiber Speed

 

First, AT&T Fiber requires the right hardware. If your device(s) is not compatible with gigabit speeds, you may not be able to take advantage of the plan/ speed you are subscribed to. Check out what you need below!

Before troubleshooting, you'll want to check the speeds through the modem. This will help determine if you are getting fiber speeds from the outside fiber cable and isolate the issue, either with your equipment or the AT&T network. 

 

The right hardware

  •  A network card that can support the plan – some cards are not designed to go above 100 Mbps. Check the owners manual to see if your device can support gigabit speeds. Fast Ethernet supports up to 100Mbps, Gigabit Ethernet supports 1000mbps.
  • Network cables compatible with gigabit speeds – Cat-5e can be used 100Mbps speeds,  Cat-6 cables are recommended for gigabit speeds. 
  • Updated operating systems – the older the OS, the less likely it will support higher speeds. For example, if drivers are not updated, this may prevent full utilization
  • Updated network device – switches and hubs are rated for certain speeds. Make sure yours is rated to handle gigabit speeds

 

What impacts your speed

  •  Malware – viruses and other programs can run in the background and impact speeds. We recommend downloading our security suite here.
  • Other programs using the network – like malware, some programs can run in the background and use up resources. Close all programs before testing.
  • The type of USB port you use – if you are using a network adapter that uses USB, make sure the adapter is capable of gigabit speeds. USB 2.0 maxes out between 250-300 Mbps. 3.0 USB ports support 900 Mbps or higher.
  • An old CPU - a weaker processor is not capable of handling higher speeds.

 

Remember, the older the equipment is, the less likely it is going to be compatible with gigabit speeds. We recommend updating the equipment if you determine the hardware is not compatible. If you have 1G plan, testing near or around 600 mbps is within the parameters of the plan.

 

If the above does not help and you meet the hardware requirements, troubleshoot using our Troubleshoot & Resolve Tool via a browser or mobile device! It beats calling in! 

Other Helpful Links

 

ChrisZ, AT&T Community Specialist 

*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.

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1 Attachment

Tutor

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9 Messages

6 years ago

Actually to add to this

 

1. They came out on Thursday for 2.5 hours, then sat in my driveway for 1 hour. Said they would escalate and call me back (the tech). Next day he never calls and never added ANY notes, merely said to "reschedule" as if I missed my appointment (I have the text still)

 

2. Next day I call they came out finally. Same run around, they have no idea bla bla..

3. They "nuke" my account and start over.. which takes another 3 days

4. Still doesn't work after the nuke and 5+ hours at my house...

5. Oh and I got a bill.. to pay for service that hasn't worked from day one.. Yeah me (and you I guess lol)

 

I ask anyone who says theirs works.. download any file from Nvidia.. post your speed. Mine 0.03MB, 0.035MB is max I get. On my phone 3.5-5MB

 

Understand that I do business from my house, my phone, my internet, my email all my work / customers have been majorily impacted from this.

JefferMC

ACE - Expert

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30.9K Messages

6 years ago

Send a Private Message to @ATTU-verseCare, get them interested in your situation.

 

Contributor

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2 Messages

6 years ago

At least you gents were able to get some functioning install; 6.5 weeks in and I'm still waiting on facility issues, dirty fiber, etc issues to be resolved. Given the frequent and reproducible nature of these problems, sounds like both a learning curve issue for field techs compounded by a more fundamental background issue with AT&T 's network configuration. Irrespective of cause, the net effect is all the same - and AT&T's transparency and handling of the problem is lacking.

Tutor

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5 Messages

6 years ago

Hey everyone.

I have the fiber gigabit internet at my house. It's a new house, with cat 5e ran throughout. I was pumped to get gigabit as I'm uploading and downloading large files, with three other roommates on the same time. My average download speed: 300mbps. Average upload speed: 800mbps. How could these be so different? I know usually the download is faster than the upload, but this is very different. I've had 3 separate techs out to the house, including a senior tech. Everyone said light coming to the house, and to the modem is in the "good to great" category. But for some reason I'm still getting SUBPAR performance. Any ideas?
ATTHelp

Community Support

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207.2K Messages

6 years ago

Hi @Kheinold,

 

Have you attempted to run a test using an ethernet cable directly to the modem, bypassing the inside lines?

 

Also, in the past, disabling IPv6 and using google DNS has helped in some cases. 

 

Do you have any 3rd party routers or switches connected?

 

-ATTU-verseCare

Tutor

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5 Messages

6 years ago

Yes I have. I even took the modem downstairs to the first entry box that converts the fiber to cat and connected it directly to there and ran tests.

I have also tried the DNS for a bit, but didn't see any speed improvements, just ping. I do have a third party router connected behind the U-verse modem, but in all my testing, it's been disconnected and I've been hard wired to the U-verse modem.

It's just odd to me I can get 800 upload but such a poor download.

Tutor

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5 Messages

6 years ago

Wondering if any other info is available? Any ideas?

Tutor

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7 Messages

6 years ago

 

I just had gigapower installed today. 

At first my download speeds was consistently lower than upload.  650-750mb  vs 900+ for upload.

 

If I test using the google fiber test the gap is much closer.  870 + vs 951.

It doesn't look like many of these other speed test web sites do a good job of testing.

 

Contributor

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3 Messages

6 years ago

My Dell all in one network card is 802.11 b/g/n. I bought a D-Link DWA-192 wireless adapter to get the 802.11ac network speed. I still don't get more than 60MBps with AT & T fiber. Does the AT & T gateway/router work with the adapter or do I have to install a router that is bridged to the AT & T gateway.

Contributor

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1 Message

6 years ago

I just had 1000 gigapower fiber service installed several days ago. I am very disappointed in the speeds so far. 325 up and down is not 1000 up and down. The technician ran tests for 2 hours and all he could say was everything was fine. Considering my area is almost the only one on the fiber service at his point I find the response to be mystifying. AT&T seems to have very little understanding of their fiber system and almost no capability to troubleshoot their own service. 

 

I had reliable 80 down and about 8 up for less money and to be honest 325 versus 80 is not so much that I can really tell any difference. I swear the new service is unstable too as I have started to get hangs and freezes I never used to have. 

 

I hope someone at AT&T who does know what is going on with the service sees this and responds because as nice as the support people have been, they are unqualified and untrained to troubleshoot this service.  

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