Kziemann89's profile

3 Messages

Monday, February 19th, 2024 3:50 AM

Slow internet no matter what I choose

Recently, I had at&t home internet package that suffered horribly. Paid over $90 a month for a speed of 5 mbps. After contacting support they mentioned trying All-Fi with a speed of 140 mbps at around $60 a month. So I signed up. When we first turned on the device, it ran at about 125 mbps. After the initial first week and after shutting my other internet off, after all the info switched over,  now once again I am receiving about 5 mbps...

How come no matter what plan I use, I still end up with very poor internet? Imagine if I tried to pay what I was actually getting... It would cost me $3 a month. They wouldn't allow that.  What do I have to do to get what I am paying for? Why is my legacy account continuously being capped at trash speed no matter what I choose? Is this a scam?

Edit: it took me 35 minutes to upload this photo. Failed several times but I finally got lucky

Community Support

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231.3K Messages

2 months ago

Hi @Kziemann89,

 

We understand that you're facing issue with your internet connection. We hear you, and happy to assist you.

 

Firstly, we recommend that you try optimizing your internet connection, this will help boost your internet connection.

 

We recommend restarting the Wi-Fi gateway you can fix many common internet issues by restarting your modem, Wi-Fi® gateway or All-Fi Hub. Here’s how:

  1. Unplug the power cord from the back of your device. If you have:   
    • An internal battery backup, remove it.
    • DSL service, unplug your telephone cord from your modem or gateway.
  2. Wait 20 seconds.
  3. Put the internal battery back in, if applicable.
  4. Plug the power cord back in. If you have DSL service, reconnect the telephone cord.
  5. Wait up to 10 minutes for the gateway or hub to restart.

Please try the about provided steps and let us know if the issue persists.

 

For further assistance we're here to assist you.

 

Thank you for contacting us on AT&T Community Forums!

 

Jennifer, AT&T Community Specialist.

3 Messages

2 months ago

Of course I have tried these things,  many times. I have unplugged it,  waited 5 minutes and plugged it back in.  I have held the red reset until it shown reset across the front.  I have used the APP manager to gateway reset. I have checked all the basic steps.

What I do know is I'm paying for 140 mbps. What I do know is that during the 1st week of use,  it ran at 125 mbps. I do know that I am consistently getting 1-5 mbps now,  even though the box is in the same exact spot when it was 125 mbps a week before. 

I appreciate you trying to help.  With this bad of internet, please know that the "basic steps" have definitely been taken already many times as my frustration was building. It is NOT that is refuses to connect.  It definitely connects, but at 1-5 mbps when I'm playing for 140 

ACE - Professor

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5.4K Messages

2 months ago

@Kziemann89 

Att Internet Air is new and there’s not a lot of expertise out there yet, but I’ve seen mentioned placement of the hub is crucial to its operation.  There’s also a dedicated support team via phone I suggest tapping into.  
Perhaps some others will make suggestions here as well.  

3 Messages

2 months ago

As I stated above,  the device ran at 125 mbps the first week.  This device has been placed in the exact same spot and is currently running at 1-5 mbps.

Community Support

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231.3K Messages

2 months ago

Hi @Kziemann89

 

Thank you for reaching out to us. We understand that you've tried all the troubleshooting steps. We're happy to help you. After reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support.  To assist you best, we encourage you to review our Contact Us page to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.

 

Jennifer, AT&T Community Specialist.

Former Employee

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22.2K Messages

2 months ago

Low speed on previous service and now on new different service suggests one or more devices are saturating the bandwidth.

Turn everything (devices) off, no power, no connection.

Factory reset the Wi-Fi hub, then change the SSID and password, run gateway speed test.

Then activate one device per hour and run the speed test after each before connecting the next device to the hub.

I suspect their is a P2P or similar such as file backup, drop box, etc that is uploading, saturated upload will dramatically affect download speed as all communication is 2 way requiring a response but next data can be sent / received.

I would personally expect a pc or laptop is the issue but could be anything that is backing up when connected to Wi-Fi.

Also suspect would be video (security) cameras constantly uploading pics/video.

(edited)

ACE - Professor

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5.4K Messages

2 months ago

@Kziemann89 

Okay, so you haven’t moved it, but very little can be done here in the forum.  Either use the online contact form or call the customer support team specifically for this product and see if they have any words of wisdom.  

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