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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.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

1 Attachment

Anonymous

New Member

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25.7K Messages

4 years ago

Thanks for the heads up!  The link shown on my home page worked but the numbers were abysmal.  170 download, 75 upload.  Much worse than usual.

 

Tutor

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3 Messages

4 years ago

I ordered AT&T Gigapower to replace spectrum 1gb because my internet connection to Spectrum kept dropping. I have been getting download speeds ranging from 200mb to 570mb but upload speeds to 890mb. I am severely dissapointed and after reading these posts I am losing hope that I will get what I paid for. Why does AT&T and Spectrum scam the customers? We are willing to pay what you ask. Why can't you give us the product that you are advertising? I think we should start a class action lawsuit.

timbuk2okc

Scholar

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403 Messages

4 years ago

I got in the upper 900's first few months, but it's gradually
decreasing.  Sometimes as low as 3 or 400. I believe they should be
forced to adjust the price according to the average speeds you get. 🙂

Teacher

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6 Messages

4 years ago

That’s why I’m switching back after my contract...

Contributor

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1 Message

4 years ago

Just did some tests with speedtest.net 

Location                                      Down      UP

ATT Houston,TX                         948.7      940.4

VTX1 Corpus Christi,TX             839.7      646.2

University of Texas, Austin,TX    903.7     935.4

 

During the initial install back in Spring 2017 my speeds to several places were about  940-960 both U & D.

This is a small rural community.

Computer - 8-port Netgear switch - 16 port Netgear switch - ATT Box (all cables are Cat 5e)

Computer is Intel Core I5 4690k at stock speed (3.5G), w 16 G ram.

I am very happy with the service so far.

lnp142

Teacher

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20 Messages

4 years ago

PC Connected directly to the gateway and the best speed i can get out of my fiber is less that 150, been like that for months, and yet i'm paying for fiber

JefferMC

ACE - Expert

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30.9K Messages

4 years ago


@lnp142 wrote:

PC Connected directly to the gateway and the best speed i can get out of my fiber is less that 150, been like that for months, and yet i'm paying for fiber


What did AT&T say when you opened a support ticket on the problem?

 

lnp142

Teacher

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20 Messages

4 years ago

The same that they always do, can you please restart the gateway, (i do it multiple times), and then I'm sorry sir but there is nothing wromng with the gateway. Can I help you with anything else?

Tutor

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10 Messages

4 years ago

It's now Q1 2019 so the fact is that this service will never be as fast as it was advertised.

On the "1000Mbps" plan I'm getting no better than 350Mbps from various bandwidth tests which are very close to my physical location.

I've tested using a newer Mac and a Dell laptop with a CAT6 wired connection to AT&T's router with IPv6 disabled and WiFi turned off to ease up on any processing load. Selling "1000Mbps" and never really getting even half of that on download is kinda fraudulent.

 

All the info above is great but AT&T knows they're cramming as many customers as they can onto overloaded backplanes to save on network equipment cost.

Nobody in a metro will ever get 1000Mbps down; customers have been allotted a portion of a shared 1000Mbps channel and that's that.

 

"Gigapower" is pretty much marketing *****;  the "up to" word in the ads releases AT&T from lawsuits.

The positive is that for the few that do upload the speed is absolutely super....as long as everyone doesn't start uploading.

 

[word filter avoidance]

Tutor

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7 Messages

4 years ago

   

   I still see 910Mbps down /  930mbps after 2 years of service.    

   One thing I have learned about testing on windows 10 is it can be misleading on the upper end of speeds (600-900). 

   I have seen a 200-300mbs difference between windows 10 and a Linux Ubuntu laptop plugged into the same router (Windows slower).

   Shutting down background apps like (Origin Client, Steam) got them close after repeated tinkering.

   I am guessing the windows 10 quality of service scheduler is getting in the way here.    Since the Ethernet port can only support 1000 mbs total it doesn't like the idea that a single client  (the tester running in browser) 

   is trying to use it all up. 

 

   If your getting below 500mbs I doubt this is the issue.

 

 

  

   

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