Broadband stays up but internet fails. Modem shows "Ping Default Gateway" in diagnostics as FAIL. Then recovers in about 5 to 10 minutes

I am also on 4.22.5 now....   I turned off my bandwidth throttling for my offsite backup (which always caused it to go out) and 8+ hours later it never went down.  It appears to be fixed!

We want to make your internet more reliable, @threealrm.

Thank you for letting us know what's been tried already. Your extensive troubleshooting will save a lot of time. 

Since it's still not working after having several techs out, let's not waste any more of your time. In order to look into getting this case escalated, we'll need to speak privately. Please check the direct message inbox in the top right corner of the page. We'll be messaging you there shortly. 

Raiden, AT&T  Community Specialist 

I'm also having this issue. Was a solution found?

I am also having this same issue with the same results when I run the troubleshooting diagnostic on the router. I have had service calls and a new router installed without success.  I am beyond frustrated.  I have lost two weeks of productive work.  Were you able to get a solution? 

Something I have noticed is that the internet stops for all devices (wired and wireless) a lot while synching files to OneDrive from my laptop or my wired desktop. While troubleshooting, I have been trying to remove any source of bandwidth consumption and connection and almost every single time I pause the OneDrive synching, the internet immediately reconnects.  Not sure if it is a coincidence or somehow related.

I am having a similar issue and have been troubleshooting, mine goes out at almost exactly the same time every night but can come back up at random times.  When it goes down the actual broadband stays up, but traffic and pings stop.

I suspect a recent Firmware update has caused this issue, mine started right when AT&T pushed out firmware 4.21.5 for the BGW210-700 in early February.

For the people this is happening to, like @threealrm @jmckoy @COtto1984 - can you answer the following?

• When did this issue start?  For me it started in early Feb, right exactly when AT&T pushed out firmware update.
• What router do you have?  I have the BGW210-700
• What is your firmware version under Device -> System Information?  Mine is 4.21.5 - and getting this version matches with

I'll do a separate post with more details as to not clutter this one. 

My biggest issue is that I am not at the physical location where this happens, so I cannot physically be there or do internal tests when it goes down.   But here's what I know:

• When it goes down the Broadband link stays up, I never see errors under Broadband -> Status
• I have a service that pings the WAN ip of my router and alerts me when it goes down.  Since this firmware update it goes down between 2:20am and 2:35am every single night.
• The time it comes back up is random, but usually 1-3 hours after. 
• It did go down one time in the early am when I was on it, what I noticed was that the computer behind the router I was currently in (via a remote access session) stayed up.  I couldn't ping the gateway but I had no issues working remotely on the computer behind the firewall.  This is a smoking gun that the actual line or broadband link doesn't go down. 
• I used the syslog feature of the router to check for any major errors, but nothing stands out.  The logs do definitively show though that even though it goes down and traffic drops, the logs and firewall is currently active as before during the entire "downtime"

This leads me to believe something falsely triggers the firewall to stop allowing new TCP/UDP/ICMP sessions in, yet does not terminate existing sessions.   I am 99% sure all this started when my router updated to firmware 4.21.5 - the dates line up pretty much exactly with the release of it. 

Like @jmckoy states, I also suspect that this is triggered by a surge of traffic on the LAN side out to the internet.  In his case it was OneDrive, in my case I haven't figured out what yet.  I suspect I may have an offsite backup or something similar running but I have a lot of systems behind it and am still figuring that part out. 

My best guess is that some firewall feature needs to be turned off or AT&T will have to release a new firmware update to fix this issue. 

I am personally on 50/10DSL if that helps anything, reading other forums I saw another people with a very similar issue since the new firmware, but they were on AT&T fiber with this same router. 

Any other ?s let me know, thanks!

We'd be glad to help you with your Internet connection, COtto1984!

Please provide more details about what's going on, so we can determine where to begin. We'll be awaiting your response!

Aminah, AT&T Community Specialist

All-

I am getting the exact same diagnostic error messages as threealrm. The problems started to occur on Feb 1st.

I have made 4 calls to ATT support and had two visits from on-site technicians.

Other background information:

• Support recommended getting a new modem/router, which has been operating for 8 days with no improvements for the problem
• The onsite technicians have upgraded the line to have two twisted pairs v. just one (no change)
• The onsite technicians have recommended deleting recorded programs on the DVR (no change)
• The onsite technicians have removed an old POTS connection at the substation (no change)
• I have disabled ALL devices except for one connected to the modem router directly (no change)
• The onsite technicians have recommended checking that there are no IP assignment conflicts. There are no IP4 or IP6 conflicts

I am on the verge of dropping ATT because of this after 10+ years of using ATT U-verse. The drop-outs are unacceptable.

We understand how important it is to have a stable connection! We're here to get to the bottom of your concern, @Mike_Becker!

Due to the nature of your concern, along with all the troubleshooting you've done, let's move this conversation into a direct message. This way we can research your account further to find the root cause toy our connection dropping. Be on the lookout for a chat notification in the upper right-hand portion for the page, next to the bell icon.

We look forward to speaking with you!

CalebP, AT&T Community Specialist 

We understand how important it is to have a stable connection in today's day and age! We're here to get to the bottom of your concern, @jmckoy!

Due to the nature of your concern, along with all the troubleshooting you've done, let's move this conversation into a direct message. This way we can research your account further to find the root cause to your connection dropping. Be on the lookout for a chat notification in the upper right-hand portion for the page, next to the bell icon.

We look forward to speaking with you!

CalebP, AT&T Community Specialist