epontius's profile

Teacher

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20 Messages

Wednesday, August 22nd, 2018 3:37 PM

ATT uverse download speed across entire home network drops drastically when uploading.

This problem just started happening around this past Sunday. Was watching Netflix on a PS4 hard wired connected to the network. My girlfriend using a notebook connected over wireless started to upload a bunch of photos to Dropbox. At that moment the Netflix quality dropped. The PS4's internet connection test was very sluggish and showed connection speeds in the Kb/s similar to dial up.  I rebooted the PS4, rebooted the Uverse gateway and my router and same thing occurred. I tried troubleshooting with the ATT app on my smartphone but connected over wireless it couldn't start any tests. Switching to LTE on the phone allowed the app to load and the tests to run. The tests indicated that it was getting normal ~40-50Mbs down and ~5Mbs up supposedly from the AT&T network to gateway and no other issues.

Using another desktop connected via a wire to the network and trying to run a speedtest from speedtest.net was slow to load and when it did indicated speeds comparable to dial up for download.

 

Thinking this was a fluke didn't think much of it. Later that evening the download speeds went back to normal.

Forward to Tuesday and I'm trying to get some large video files uploaded to a file share site and the download speeds crater again. This is when I noticed that this decrease in download speed correlates to uploading. Doesn't matter the device, browser, app, etc... if anything on the network is uploading data it has a severe impact on the download speed for the entire network.

 

Thinking it might have been an issue with my router, I connected directly to the AT&T gateway with a wire, bypassing the router altogether. Same thing occurs if any thing on the network is uploading, the download speed drops drastically. Stop the upload and the download speed returns to normal. I took the router completely out of the loop and tried uploading a file directly from the system connected directly to the AT&T gateway and the same thing occurs...drastic drop in download speed for the duration of the upload. Interestingly enough when this is happening when connected and uploading directly to the gateway, the its own speedtest utility still indicates ~40-50Mbs speeds and just shows a smaller drop in upload speed (2Mbs down from ~5mbs which is expected) .

This would seem to indicate to be that some issue with the modem.

I seem to remember that earlier on Sunday, prior to when I noticed this issue, that things were normal. I uploaded a few large video files to YouTube and not remember anything remarkable about the download speed. That seemed to be the last time it was acting as it should.

 

I talked with AT&T support over chat. Explained the issue several times. He ran a line test and supposedly did some other things, and nothing made a difference. After some time of run this speedtest and run that speedtest and those pages had difficulty even loading if I had a file uploading in the background... he punted my chat session to his "supervisor". I had the issue reversed thinking that I had slow upload speeds when downloading. I had to correct and explain to him again. He again ran a few tests to no avail. Then told me that I had to reset the gateway (hold down the red button for 20 seconds) because of some supposed software changes he made. This dumped my chat session since the gateway was reset. Once it did come back up the issue was still the same. I had to go through connecting to chat again, getting yet another agent and having to explain the same thing for the 3rd time. He ran some tests, asked me to run some speedtests again..supposedly fiddled with a few things. Then he asked me to reset the gateway again...which I wasn't about to fall for again and sit through explaining this issue to a 4th agent all over again.

He finally gave up and set up  a service call.

 

What I'm worried about now is whether this issue may be related to a recent firmware update pushed down by AT&T. I currently have the Arris bgw210-700  and it indicates it has firmware 1.6.7 installed. I've seen other posts from people with other issues (such as port forwarding being disabled) with this model of gateway that this firmware may have been recently pushed down by AT&T. Don't know if this issue might a side effect from the firmware upgrade. I just don't want a AT&T service guy to come to my house, swap the gateway out with a new one which will work perfectly fine until a few days down the road when it gets its firmware updated to this latest version, starting this whole cycle over again.

 

So I'm looking for any guidance and trying to see if anyone else has experienced this odd problem with uploading drastically reducing download speed performance across the network. Is this a known issue? Or is it a hardware failure with the gateway? Is it something at the street that can be addressed only by AT&T service?

 

ACE - Professor

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5.1K Messages

6 years ago

I've noticed different locations have differing offers.  Supposedly internet 45 was updated to internet 50. Might be worth asking.  When I had it, was 50 down and 10 up with the provisioned profile providing some added headroom.  The data you provided can easily go beyond 50M.

Also worth confirming line quality is properly within spec.

Good luck.

Teacher

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20 Messages

6 years ago

The Internet 45 was an automatic "Loyalty Upgrade", that wasn't what I initially had signed up for. 

The app and the support guy supposedly did line checks and didn't find anything remarkable. I'm guessing a boots on the ground service tech might be able to be  more exact and extensive.

 

The service call should happen in a couple of hours. I'll update this thread on the outcome.

ACE - Expert

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34.4K Messages

6 years ago

@epontius, what you're observing is a function of the lack of QoS on the AT&T Gateway.  If you fill up the upstream pipe, then acknowledgement packets can get delayed causing downstream performance to suffer  badly.  The only way to combat this is to somehow limit your bulk upstream traffic to a smaller fraction of your upstream pipe.  You can do this using your own router in front of the Gateway with QoS or other traffic shaping, or some applications will allow you to set limits.

 

Teacher

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20 Messages

6 years ago

what you're observing is a function of the lack of QoS on the AT&T Gateway.

This is a new recent development. I've had Uverse for a couple of years now and have gone through several replacement gateways. This most recent one is probably 6 months or so and replaced a gateway that failed (red blinking light).

I have a Netgear Nighthawk R8000p XGS attached to my network and attached to the gateway. Wired connections are attached to a 1GB switch which is attached to the Netgear router, which is attached to the Gateway.  Wireless all runs through the Netgear, many are 5G connections. No QoS has been enabled on it since I got it a few years ago. ..in fact I don't believe I've had QoS enabled on any of the routers I've used over the past 15 years.

I'm a video editor by trade. For years now I have consistently uploaded large video files to file share and video review sites for clients to review or files to YouTube or other sites. These files can be hundreds of MB's to multiple GB's.  This is pretty routine for me. I'd have definitely noticed over the last 5 years or more that I've had Uverse if there had been this type of impact to download speed while uploading. It is extremely common for me to multi-task while waiting for large files to upload...email, web browsing, watching 4k+ video files on YouTube, forums, downloading other assets, watching Netflix in 1080p. Never has the download speed dropped to near dial-up speeds while any uploading was going on.

The same behavior occurs if the Netgear router is bypassed and a system connected directly to the gateway. 

 

Sunday night was the first time that the network download speed crawled to a complete stop when uploading even smaller 8 MB files (my girlfriend was uploading a number of photos to Dropbox), again, not unusual activity in our house.  I always expect some small impact to speed, but not to this extreme.  In fact, I'm pretty sure I had been uploading several 400MB files to YouTube, while watching Netflix and reading forums and Facebook just a few hours before this issue arose.

There is something definitely wrong.

 

Also as a test, I just watched a YouTube video in 8K 60fps and ran a speedtest and viewing the video did have an impact on the download speed, which is to be expected, dropping the speed down to about 20Mbs. I also tested downloading a large 3GB file from a video review site...it also had negligible impact on the download speedtest. 

ACE - Professor

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5.1K Messages

6 years ago

The one suggestion I would make for upcoming visit is strip down your home network to bare minimum if intending to demo for tech. Perhaps limit to one wired client and one wireless. 

Your smartphone can access some of the RG info via smart home app and LTE connection. 

I would not discount the card in VRAD having a problem. Good luck. 

Teacher

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20 Messages

6 years ago

All the wireless is disabled on the gateway. The Netgear router is the only thing  normally connected to the gateway.  In anticipation of the service call, I've connected a single notebook directly to the gateway via cat5 cable not more than about 5 feet away from the gateway.

 

The service tech has already blown his window....he's late at this point. AT&T app now says "unfortunately we missed our scheduled arrival time" and that they'll "arrive as soon as possible." 

Teacher

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20 Messages

6 years ago

Two hours late at this point with no calls.

Not really acceptable.

 

Teacher

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20 Messages

6 years ago

3 and half hours after my scheduled service window, the tech showed up.

He said the lines and everything looks good. Hadn't heard of this issue, nor did any other techs or supervisors he talked to.

He swapped the box out for another.

I'm currently uploading a 10GB file to Google Drive and Speedtest is reporting 43.87Mbs download speed while that is happening.

 

However.... looking at the replacement box, which is new out of the box, it currently has firmware 1.5.12 which is older than the 1.6.7 version on the old box. The tech said it will update later usually in the middle of the night. I explained to him my concerns that the issue might have popped up because of the firmware update and he asked me just to call him if the issue came back after the firmware updated and he'd open up a ticket to get some more advanced guys out to take a look at it.

Fingers crossed that the box was just bad.

 

ACE - Professor

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5.1K Messages

6 years ago

That is very odd the new firmware wasn't pushed immediately.

Teacher

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20 Messages

6 years ago

When he got there I explained the problem and told him I suspected it may be related to a firmware push. He said that that it should get the latest firmware when he rebooted it. Even made a comment at a certain stage during the boot up that it was getting the firmware at that point.

But when I logged into the gateway, I showed him it still had the old firmware. He seemed a little perplexed that it didn't update. And then said that the network  pushes updates usually in the middle of the night, 2, 3 o'clock in the morning. I assume when there is less demand on the AT&T network and less activity going on on my network.

I'll check the gateway tomorrow sometime and see if it has updated.

 

Anyway, he gave me his number to call if it breaks again so I'm not too worried about it at this point. 

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