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New Member

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5 Messages

Tue, Apr 7, 2020 4:26 AM

UVerse Fiber - Horrible Speeds at Night

Every night AT&T Fiber in my area (San Bruno, CA) is slowed down to ridiculously slow speeds. I feel like we, those who are paying for giga speeds, should be prorated for this loss of speed. I understand normal fluctuations but to go from an average 950Mbps to ~40Mbps is not right. AT&T please do something about this.

Responses

Employee

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98 Messages

2 months ago

What tool are you using to measure your bandwidth? If you are using Ookla or similar tool, it measures the bandwidth available to that specific device and not what we are delivering to your home. If you use the free Smart Home Manager app, it will provide you the results of speeds delivered to your home.

*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.

New Member

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5 Messages

my router plugged directly to your modem is measuring the speeds being delivered to my router. No other device is connect directly to your modem. Wifi radios are turned off on your modem. AT&T also tested with your tools remotely after calling tech support and I got “that’s strange, your upload speeds are normal but download speeds are not. We will send a tech, maybe you have a cracked wire.” I might agree with that statement but I think it is in your headend equipment. And with as many people complaining about this issue, it has to be something on your end. I get normal speeds most of the day, but come the 8:30-10:30p timeframe is when the speeds are not what I am paying for.

New Member

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6 Messages

I have the same issue, techs give you the run around. The first thing they always want to replace gateway at house (pointless waste of time), Then they tell you to wait aka you have to scheudle another appointment 3-5 days away. The second tech service appointment just flat out cancelled and gave no reason. Online tech support says "everything is fine" when clearly i have 5-10% packet loss and only 25-50mbps down on a 1000 mbps line. Total joke. Call and get a credit for your months service.

New Member

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6 Messages

They are measureing the speed between your gateway and the fiber node in your area. The practical application of using the internet however requires you to connect to devices beyond the fiber node at the end of your residential block (the greater network). Not all of those connections are owned by ATT, but they have contracts to pass their data through others companies infustracture. As a customer we are unable to call to say Level3 and complain about congestion at a regional level (overloaded infustructure during peak hours). since ATT is their customer. So their is pretty much nothing as a customer we can do but continue to complain and complain and complain and complain and get refunds and complain. Such a waste of time.

New Member

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6 Messages

This website isnt even "official" help

New Member

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5 Messages

agree 100%. I just had a tech at my house today and he took pictures of all my screenshots of the abnormal speeds at night that I am tracking. I told him the same thing. I can’t do anything if AT&T techs don’t also pass along these complaints. But I do plan to get credits to my bills. Thanks for responding and concurring with my thoughts.

New Member

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6 Messages

The only people who actually know whats going on are engineers at the company. The only people who can get in touch with engineers are mangers of the techs that are set to your home. These "managers" dont even bother to answer calls from the phone based technical support who have to middle man for the customers. The last tech who was at my property said " idk ill ask the union to see if anyone else knows anything". These guys are kept completely in the dark and are just monkeys changing lightbulbs. There was a time many years ago when I had the # of the manager for my area, but thats long since passed and their policy on not giving out #'s is not something ive been able to get around.