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Community Support

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6.7K Messages

Wed, Nov 2, 2016 8:42 PM

Troubleshooting slow AT&T fiber

AT&T Fiber - What you need for SpeedOrange_Gear.jpg

 

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 purchased. Check out what you need below!

 

The right hardware

 

  • A network card that can support the plan – some cards are not designed to go above 100 mbps. Check owners manual to see if your device can support gigabit speeds. Fast Ethernet supports up to 100 mbps, gigabit Ethernet supports 1000mbps.
  • Network cables compatible with gigabit speeds – Cat-5e can be used,  Cat-6 are recommended depending on your network. 
  • 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 suit 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 parameters of the plan.

 

Note: If you are a Microsoft user, you can download the PC Maintenance Toolbox to run test to see if your device is compatible. 

 

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! 

 

ChrisZ, AT&T Community Specialist 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*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.

1 Attachment

Responses

Contributor

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1 Message

3 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

3 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

3 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

3 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

3 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

3 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 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*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.

Voyager

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1 Message

3 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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341 Messages

3 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.

Tutor

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8 Messages

3 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

3 years ago

Wait for Google...

Tutor

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8 Messages

3 years ago

Can't. My apartment complex made a deal with AT&T to wire all of our units so we're stuck with them.

Tutor

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6 Messages

3 years ago

@Kheinold  I had ATT out yesterday to hook up their Gig1000 product.   Coming from Comcast in CA where my speeds were maxing 225 downstream I also was stoked to try out the promise of Gig speeds.   I was at work when the installer came and completed the work.   When I got home,  I loaded wifi first to see what kind of speed I was going to get - 57 MPs downstream and 90 upstream. - I don't get it?    I didn't troubleshoot or plug-in via ethernet yet but are you kidding me?    I was living off my tmobile hotspot for a week until these guys came out.   My smart tv connected to the ATT modem/wifi router noted they speeds were not ideal.     Thanks, Captain Obvious.     I'll dig in this weekend.   Fingers crossed.

 

Note:   I did a query on the ATT site and they recommended to turn off IPV6 and a few other highly technical toggles none of which a normal user would be able to do.    So much for the OOBE.

Contributor

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2 Messages

2 years ago

I have the 1000 mbps servicd.

I'm running an ASUS ROG with 10/100/1000 and Cat6 wired to the AT&T router. 

I had a tech come out today. He was condescending and plain rude. First he told me that my speed of 260 mbps is the best I'll get. Then he said he's never seen speeds over 300 mbps. I told him "yes on Wi-Fi that is correct" I showed him my PC. Then he argued about my cable telling me there is no such thing as Cat 6. He said unless I was using a Super Computer I wouldn't see anything more than 300 mbps wired. 

A little back and forth the he hit me with "How much are you paying for your service?" He said that I'm paying for 100 mbps and that the 1000 mbps is an introductory offer. Implying that I'm lucky to be getting what I am. The entire interaction was hostile and aggressive. Thanks AT&T for ruining my day!

timbuk2okc

Scholar

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341 Messages

2 years ago

Paying $80 and getting a pretty constant 926 Mbps, but don't know where you are, may make a difference.

Tutor

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5 Messages

2 years ago

AT&T seriously needs to hire people who know what they're doing. My connection was great, around 800Mbps up/down for the first few months. It has slowly degraded over time, and is now sitting at 50Mbps down and a range of 300-700 up. A tech came out and, after being here 2 hours, blamed it on my PC. He stated that my CPU was too slow because the PC Toolbox said it was. Spoiler alert, it's a 3.6GHz CPU, and is running at 3.6 per my BIOS and CPU-Z and task manager, but the PC Toolbox says it's at 2.0 (bullsh*t). Also, SIX other hardwired devices all pull the EXACT same speeds.

He also used the gateway's internal speed test, which showed 900+ coming into the modem for both up/down. However, I talked to my friend, who now works for Google Fiber here in Atlanta and used to work for AT&T, and he confirmed with me that those internal speed tests on the gateway are 100% rigged, so AT&T can take less blame. So, there's that, too.

My symptoms fall pretty close in line with a poorly installed fiber line. The fiber tips/connectors in the ONT are most likely dirty, and were most likely not properly secured. A tech is coming tomorrow to re-install everything, but if that does not solve the problem, I'll be taking my business back to Comcast. Slower speeds, but at least it was consistent.

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