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siusaluki04's profile

2 Messages

Thursday, January 4th, 2024 2:35 PM

VPN Throttled over ATT Air

I work from home and am required to use a VPN.  When I connect to VPN, my connection drops to a speed that is virtually unusable.  This also happens when I connect to a personal VPN from my non-work device.   I have added a screen shot of the speed test over VPN back to our office.  When I disconnect from VPN I get 100+ mbps.  I have consulted with my IT support at work and there does not appear to be an issue with my account or equipment.

Community Support

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231.5K Messages

4 months ago

Hey @siusaluki04!

 

Thank you for reaching out to us! We understand that you're facing issue with AT&T Internet Air's connectivity.

 

As the concern is with the AT&T Internet Air, the best team to assist you is our AT&T Internet Air team. We recommend that you contact our AT&T Internet Air customer service team at 800.288.2020 as they're dedicated team for AT&T Internet Air. They are available from 10am to 7pm Central, 7 business days a week. 

 

Let us know how it goes.

For further assistance, we are always here to help!

 

Thank you,

NateD

AT&T Community Forum Specialist.

 

2 Messages

4 months ago

I want some actual support.  When I call that number, all they do is tell me to restart my gateway which I always do when I have issues before I call that number.  Is there a way to actually put in a ticket with someone who is not reading off a script and giving me useless steps to perform that I have already done.

ACE - Expert

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35.1K Messages

4 months ago

None of the ACEs in this community, who provide the lion's share of useful guidance, have Internet Air.  AT&T created a special group for Internet Air that should should be routed to when you call the 800-288-2020 number.  ATThelp is directed to send you to the 800 number to get to that group, who have no online presence here.

Did you make it clear when you called that you were an Internet Air?  Yes, your account should have shown that, but you may have already been routed to a group that knew nothing about Internet Air before your account was looked at.

(edited)

ACE - Professor

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5.4K Messages

4 months ago

Yes, exactly, user experiences are virtually nonexistent.  You are treading in uncharted waters.  In order to use cell phone towers for residential internet use, restrictions may have been imposed that render the service ineffective for certain use cases.  

If you’re determined to make a go of it, some serious elbow grease will be required to get things sorted out.  As an example, if you have another VPN service for personal use, could use it to compare.  

5 Messages

2 months ago

I have the exact same issue. All non-VPN devices in the house operate at 200-400Mb/sec down and 20+Mb/sec up. VPN (work laptop) is stuck at a max of 3Mb/sec both directions. I've opened cases with both AT&T and my work. Work says no issue as I can switch between service providers at home and the VPN on the provider we are looking to dump connect and transfers at our contracted rate. Switch back AIA and it immediately drops to 3Mb. Something in the ATT network or equipment is throttling. 

I reach out to someone in our company and they connected me with a local ATT tech. Went to their office yesterday to test and got the same results in their office on two different AIA hubs. Hopefully something postive happens. 

I tried the service in September and gave up because of the VPN issue. No one at the AIA call centers could help. Trying the service again as our neighborhood has limited broadband options and we are ready to dump our existing provider due to stability/reliability issues.

(edited)

1 Message

2 months ago

I was having the same problem, though I use a different VPN. I Googled the issue and quite a few things came up. What worked for me was to change the location to one set up for either streaming or torrents, if possible. Give it a try and see if that clears it up. I hope this helps

3 Messages

1 month ago

  I just recently switched over to AT&T Internet Air and as mentioned by the other users here, my VPN is throttled down to speeds that are not usable.  I get up to 200 mbps without the VPN but as soon as I connect it drops to 2 mbps!

  Previously I had A&T U-verse and the VPN worked fine but there is something with Air that is causing the restrictions.  I contacted AT&T help who are the specialist in Air and they said there is nothing they can do and should check with the VPN provider.  But it is plain as can be, U-verse worked fine but once I switched to the Air and using the cell towers it is being restricted by AT&T, not my VPN provider.

  If they cannot fix this issue,  I will have to cancel my AT&T and go with a local provider (Spectrum) who offers a hard wired modem.  AT&T does not offer any high speed internet in my town so I have no choice.  I hope there is a fix or at least AT&T will recognize the problem and resolve it for others.

5 Messages

1 month ago

I used my cell phone as a hotspot (AT&T) and was able to receive 50-60Mb down and 5Mb up. Definitely something within the AIA service throttling VPN traffic. Can't believe ATT has not identified or communicated why VPN traffic on AIA would be significantly throttled versus their other service options. Something is not passing the smell test.  

(edited)

3 Messages

1 month ago

  As a follow up to this issue, my VPN allows me to change which Protocols I want to use.  I have the choices of Wireguard, OpenVPN (TCP) and OpenVPN (UDP).  When using Wireguard, the speeds is throttled down to 0.5 mbps.  Starts out at 50 mbps and immediately drops to the 0.5 mbps.  When I switched to the OpenVPN (TCP), my speed increased to 10 mbps! And with OpenVPN (UDP) I got 30 mbps.  Without any VPN I gets speeds of 200 mbps so even with OpenVPN, 30 mbps is terrible but at least I can use it.

  So, there is some issue related to the use of the AT&T Air modem that is not compatible with some of the commonly used VPNs out there.  I cannot understand why they have not even tested this as most people are using VPNs now and it is not something new.  When I talked with AT&T Air support they mentioned ports and firewalls so not sure if there is something that can be changed to get full use of the modem speed.  I am checking now with my VPN provider and see if they can tell me any specific details that will work with the AT&T equipment.  I am hoping they might have done more investigation than what AT&T have done.

ACE - Expert

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35.1K Messages

1 month ago

as most people are using VPNs now

Please present your support of this assertion, because I do not agree at all that most people are.

I am checking now with my VPN provider and see if they can tell me any specific details that will work with the AT&T equipment. 

That is an excellent idea.  Please share anything you learn.

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