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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

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*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

Gpz1100

Scholar

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86 Messages

3 years ago

I would not allow a tech to install any software on any of my pc's.  Have him demonstrate good speeds on his own laptop. 

 

The ideal test is a fresh windows install on a capable pc (reasonably modern cpu, decent amount of ram, gigabit port, etc) connected directly to the gateway using ethernet.  No other wired or wireless devices connected.  If you're still having issues then it could be the gateway itself or possibly too many people on the network or some other network issue on att's side.

JefferMC

ACE - Expert

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18K Messages

3 years ago

Gpz1000 makes a good point, especially "connected directly to the gateway using ethernet."  Is that what you tried @joshmutiny?  Or is it wireless performance that has fallen off?

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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5 Messages

3 years ago

Unfortunately, he did it without asking, which was also annoying. It was an ATT tool, so I wasn’t too upset, but it didn’t make me happy.

 

Also, yeah, I’m directly hard wired using brand new cat 7 cables.

Tutor

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5 Messages

3 years ago

joshmutiny,

Thanks for your report. That was my experience exactly! It seems that the
ATT techs are trained to blame it on your computer, NEVER their service.
I'm in San Antonio, Tx. and patiently waiting for Google Fiber to service
my neighborhood.

Contributor

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3 Messages

3 years ago

same boat. download when installed aroung the 400s, now 150 to 200. upload still fast at 800s wired. can't be the laptop hardware if uploads are that fast. what gives?

Teacher

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6 Messages

3 years ago

Same here. Three technicians, can’t fix anything. 200 Mbps out of 1Gbps. Where did the 800Mbps go? What a waste of time and money. Any AT&T fiber prospects customer out there, please do not sign any contract until they show you the right Speed that is advertise!

Teacher

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7 Messages

3 years ago

I have the same problem. Getting under 200 Mbps with Giga service to ATT router. Have contacted Microsoft, HP to no avail. 3 techs have been out, 3 modems later and still no change. Was getting over 300 Mbps under 300 service, upgraded and cannot get over 200 now.

Contributor

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1 Message

2 years ago

Says use cat 6

JefferMC

ACE - Expert

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18K Messages

2 years ago


@DtCurlee wrote:

Says use cat 6


Cat 5e is indicated for 1000baseT up to distances of 100 meters. Cat 6 is required for 10 Gig Ethernet, and is sometimes used for out-of-spec runs of more than 100 meters for 1000baseT.

 

 

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Anonymous

New Member

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25.7K Messages

2 years ago

This is NOT a solution!  Just posting the minimum system requirements and then accepting that as a solution yourself!  Wow!  The fact that there are 55 more complaints extending to the current date means AT&T hasn't solved anything and either won't or can't fix it!  Guess I'm going to head back to the cable store to start working on replacing your service with something that does work!

Tutor

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5 Messages

2 years ago

AT&T doesn't care...

Employee

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32 Messages

2 years ago

There is literally a million reasons your service could be only allowing 300 mg. Have you tried running the tools at&t  offers on the computer to see if your computer can support more band with. it's much easier for a computer to simulate 900 mg upload than to actually take in 1Gb download. 

I am a senior technician with a degree in networking for the company. I go to several escalations of this kind. yes, many times it can be a hardware malfunction or provisioning issue but just as many times its because the device cant handle it.

 

www.att.com/ufo 

 

*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.

Employee

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32 Messages

2 years ago

Also, its worth adding that all the modems have a speed test integrated in them now. If you are not showing good speeds in there than you can most definitely rule out that its a device issue. please try that and let me know!

*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.
Anonymous

New Member

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25.7K Messages

2 years ago

I have used this feature in the past.  Went to check it this am and below is what it said:

"Speed Test

 Functionality currently not supported, please visit:

http://www.speedtest.net"

 

How convenient!  At this point it doesn't much matter.  AT&T has been stealing from me for nearly a year and I will soon have this removed from my home and office and have something that is robust and works as promised for less $$.

 

 
timbuk2okc

Scholar

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350 Messages

2 years ago

May have been a glitch, worked for me.  Had to delete the link, it showed my email address on the web....

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