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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.

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9 Messages

a year ago

I had comcast for years and hated it due to spotty service. It was always dropping out and slow. Last month, I switched to att fiber 1000 and recently noticed it was super slow. I had a tech spend (waste!) 2.5 hours in my home today and he could not figure out the issue. I have a photo of him sitting next to the att ONT and the att BGW210 that is literally 4 feet from my computer and showing the 48mbps test on the computer?  


He says the modem is getting almost 1 GB but can't explain why my computer just 4 feet away isn't even getting 50mbps.


He tried connecting the computer via a cable but oddly that did not allow full access to all of the internet... only some pages would open... others were somehow off limits. He finally left without any resolution. 


WHY ATT?????  I'm paying $80 a month for less than 50mbps?!!!!




1.3K Messages

a year ago

The fact that your laptop can't load web pages successfully when wired would indicate to me that there's a problem with the laptop.  If the BGW's internal speedtest is showing full speed, then that adds even more evidence that your problem is the laptop.


What is the make and model # of the laptop and what OS is running on it?

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