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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

Contributor

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1 Message

5 years ago

I get 250mbps down and up. I've used different devices, hardwired and wireless, all supporting the required specs. All AT&T hardware has been replaced. Light is good... don't remember the numbers, so they won't do anything with the actual fiber. The account was reprovisioned. I realize the techs are simply installers and can only do so much. I'll end up putting Wireshark on and also see if there's anything throttling me. 

I've been in IT since the mid 90's and have done everything from a cable puller (hence understand physical layer problems) and that local issues can be a bottleneck. The issue is consistent across multiple devices, however, that support high bandwidth connections... all of them. I can sit right next to the WiFi, sit on the other end of an extender, hard wired on Gig E cards with enough hardware horsepower and it is consistently 250mbps or slower to various speed test sites. Obviously I slow down more going to test my net. 

My feeling is that it is an issue in the network. Yes, I know it's easy to blame the network, having done network administrator roles as well. 

 

The tech actually said he'd cancel service because they cannot deliver the speeds advertised or close to it. 

I feel like my Xfinity/Comcast 100 service was better. Sadly.

Everyone else I know using the service loves it. 

Contributor

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1 Message

5 years ago

I had gigabit service installed yesterday, and I have been extremely disappointed so far.

 

I have a brand new MacBook Pro which is definitely capable of gigabit wireless speeds. Immediately after installation, I got a speed test reading of about 45 mbps when I was halfway across the house. I moved right next to the gateway and I got a speed of about 400 mbps. I have never been able to replicate that speed, and most of the time I get less than 100 mbps.

 

I thought that maybe the problem was with the router, so I tried my Netgear Nighthawk R7000 gaming router, but it was no better.

 

I would have stayed with Comcast/Xfinity if I had known that fiber was actually going to be slower than cable. This is ridiculous.

Contributor

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1 Message

5 years ago

Same problem here.

 

Download 930 / Upload 900 1ms first 6 months of Gigapower... now I am having 700 Download / 500 Upload with 5-6ms latency on ATT servers.

 

This is unacceptable.

 

Have they or you fixed this issue?

 

Thank you!

Contributor

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1 Message

5 years ago

I just moved into ATT bulk community. I was excited to learn that they offered 1 gig service until they installed it.  during the evening I was lucky to get 80-100 meg down and 200 up. I chatted with a tech twice, and in the end they sent a tech to the apartment. He came in asked me what the problem was, I showed him the speed test to ATT speed test site. which at that time was about 150 down and 400 up. He told me that is the best speed you get. I told him that can't be the case since I have two friends located close by and showed him the results they got which was about 930 down and 935 up. The tech told me there is nothing he can do about the speed, turned and walk out the door. I called customer service and told them to drop my plan down to 100 meg service. I still barely get that speeds in the evenings. So my question to ATT, WHEN WILL YOU REALLY OFFER GIG SERVICE IN MY AREA? How can you charge people for a service that you know you can't provide?  I had better quality and cheaper internet service through Comcast, wish this was not a bulk ATT COMMUNITY. 

Contributor

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1 Message

5 years ago

Have 1000 MB service.  Only getting 90+ MB.  Any one else having issue?  Just had install done today 11-15-2017.

Community Support

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6.7K Messages

5 years ago

Hi @ericsutter,

 

I moved your question to our Gigapower Troubleshooting article. It has information that will explain the possible cause what you can do. 

 

ChrisZ, AT&T Community Specialist 

Voyager

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1 Message

5 years ago

Wow I'm on the same boat. Was promissed 1GIG and hardly get  100MB on ethernet. Worsts is wifi at 25MB and to top it the ignorant Tech mentions this is normal for 1 GIG in my area. (San Diego, Ca) what a rip off and should go back to COX 300 speed for better performance.

timbuk2okc

Scholar

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403 Messages

5 years ago

...and our very knowledgeable tech said that cat5 should work fine, but I'm beginning to wonder.  May try cat6 for 30 ft.

Jezza819

Tutor

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9 Messages

5 years ago

I've started having slow speed trouble as well. I had the service installed November 20 and I think the best I've seen on wifi was about 300+ down and 200+ upload. Now a couple of days ago I noticed my download had dropped off dramatically and I was seeing certain things like pictures slowly loading. Ran a speed test Wednesday night and it was 19 down and 47 up. Texted my installer and he recommended rebooting the modem which really hasn't solved anything. The best speed test I've seen since that was 21 down and 56 upload. That's just ridiculous. Now I don't know what else to do.

Tutor

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5 Messages

5 years ago

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