Pre-order the New Samsung Galaxy Z Flip4 & Galaxy Z Fold4 and, for a limited time, get twice the storage and a free case!
jonathannewnam's profile

Tutor

 • 

15 Messages

Mon, Feb 8, 2021 8:46 PM

Constant dropped connection

I work from home and in the last few months my wifi has been constantly dropping. Since I have to use a VPN to do my work it is a constant interruption to my day. I though maybe it was due to my location so I moved my router. Did not help. I ran a 100 ft. ethernet cord to my station to bypass wifi and I am still having constant connectivity issues. I downloaded a chrome extension to show the extent to which it disconnects. see pic below.

I am hoping some higher level ATT tech person can help me. The ATT general help line usually just tells me to reset my router and tells me my zip code has no outages. I am beyond that at this point and their social media team told me there is no issues in my area. please help, thanks. 

ATTHelp

Community Support

 • 

195.2K Messages

Il y a 2 y

We're happy to look into this for you, @jonathannewnam.

 

Please provide the following information so we can make sure that your VPN isn't the cause of the connection loss:

  • What VPN software are you using?
  • Have you checked for any known issues with the VPN?
  • Has your job's IT department already looked into this?

Looking forward to hearing back from you.

 

Aminah, A&T Community Specialist

Tutor

 • 

15 Messages

Il y a 2 y

"openVPN connect" is the software name. noboody else in the IT department or in my office is having issues like I am so I am pretty confident it is not the software. regardless of being on vpn or not it constantly disconnects. even my phone when on wifi drops often as well. as I have written this message it has disconnected 3 times. 

Tutor

 • 

15 Messages

Il y a 2 y

I reached out via twitter and someone is supposed to call me. will update after I talk to them. Thanks. 

JefferMC

ACE - Expert

 • 

29.3K Messages

Il y a 2 y

Do you think this is WI-Fi or your home Internet connection dropping.  Two different problems with different solutions.

Do you have fiber?  If not, check your line conditions by going to your Gateway's web pages at http://192.168.1.254/ click on the Broadband tab and look for the table of Sync Rates, attenuation, SNR and error counts.  Make a screen capture and paste in here for an opinion.

Is there any way you can connect your computer to the Gateway via an Ethernet cable, even for a half-hour, to see if the problem goes away?

ATTHelp

Community Support

 • 

195.2K Messages

Il y a 2 y

Hey @jonathannewnam.

 

We're glad to hear that someone reached out to you. Please let us know what happens and feel free to reach out to us if you have any further questions or concerns. Thank you for choosing AT&T.

 

Charles, AT&T Community Specialist

 

 

Tutor

 • 

15 Messages

Il y a 1 a

this?

Tutor

 • 

15 Messages

Il y a 1 a

I did switch from wifi to running an ethernet cord to try that. my laptop doesnt have an ethernet plug so I got the USB adapter. still had problems so now I am trying a USB-C adapter. I don't believe it has anything to do with my laptop though due to me using my tmobile hotspot from my phone and it works fine. 

JefferMC

ACE - Expert

 • 

29.3K Messages

Il y a 1 a

Yep, that's the right page.  Can you capture the remainder of that page?  So far I see that you have dual pair.  The first pair is carrying 30/7 and looks like it's in pretty good shape (low Attenuation, good SNR).  We want to see if the second line is also in that good a shape and if errors are occuring.

Tutor

 • 

15 Messages

Il y a 1 a

Not sure exactly what you mean by dual pair. I think at one point maybe I have 2 different wifi signals going out due to the device types I have. is that what it means? 

(edited)

Tutor

 • 

15 Messages

Il y a 1 a

.

Tutor

 • 

15 Messages

Il y a 1 a

.

JefferMC

ACE - Expert

 • 

29.3K Messages

Il y a 1 a

Technically, your connection from the Gateway to the AT&T Network is not a single pair (or loop) but is two separate pair (or loops) of wires, bonded together at the Gateway to provide service for you.  Your total connection rate is 60/12.6 (up/down).  Your errors on Physical Line (or pair) 1 look fine.  We'd need to see the screenshot for Line 2 to verify it, but so far you look rock solid here.

Which brings us back to the connection between your system and the Gateway.  I'm interested to hear why the USB dongles didn't work.  They connected, but you had the same behavior, or what?

JefferMC

ACE - Expert

 • 

29.3K Messages

Il y a 1 a

Ah... great, I see the Error counts for Line 2.  As expected, clear.  You do not have a line problem: your connection to AT&T from your Gateway is about as clean as it gets.

So, what remains is between your PC and the Gateway, and from the other end of the AT&T Network connection to your office's VPN server.  So, trying to get anything done about the AT&T Network is hard, and hard to measure if things aren't solid on your end, so let's look into our Ethernet testing issues.  Tell me about your USB/Ethernet experience.

Tutor

 • 

15 Messages

Il y a 1 a

I just bought 2- 100 foot Lan cables (have tried both) to run straight to my laptop since I thought it was the wifi that wasn't working correctly. There is no rj45 plug on the laptop so I bought this: https://www.amazon.com/gp/product/B08HGZXW5D/ref=ppx_yo_dt_b_asin_title_o05_s02?ie=UTF8&psc=1

Was still having issues so I thought maybe it was a bad plug so I got this one that I am currently using: https://www.amazon.com/gp/product/B08BJ28TVD/ref=ppx_yo_dt_b_asin_title_o00_s00?ie=UTF8&psc=1 

Been using it (USB-C)all day today and its been working great. But also the first day of using the prior USB adapter was good too. then it dropped connection the next day 60 times in about 7 hours. 

I was starting to lean toward it being my laptop but also if I switch to using my tmobile hot spot from my phone I get no connectivity issues. so makes me think it is not related. really doubt its the VPN causing issues too because even when I am not using that software it still constantly disconnects. 

JefferMC

ACE - Expert

 • 

29.3K Messages

Il y a 1 a

VPN is extremely connection sensitive in a way that web surfing is not.  Anything that causes either end to close the connection, even for a millisecond, means the VPN goes down.  On Wi-Fi this could be because the Access Point decides to move to a new channel without properly notifying all its clients "oh, they'll figure it out eventually. ;-) "  or because a burst of interference causes your client to decide the AP isn't there anymore.

Ethernet cable removes those issues, but if the USB connection is loose, or you have a chatty USB device that causes your PC to lose sight of the adapter holding up your Ethernet connection, the same thing happens.  

Streaming is only slightly less sensitive than VPN.

Need help?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.