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New Member

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3 Messages

Sat, Jan 11, 2020 3:03 AM

Fixed Wireless High Packet Loss

We've had AT&T's Fixed Wireless internet service for about 7 months now and haven't had any issues up until this week. But our internet packet loss has been stuck between 40-55% for about 4 days now. Speed tests show our download speed to be ~60 Mbps and upload ~10 Mbps, but the packet loss makes the internet almost unusable. I've tried AT&T's troubleshooting tool several times, checked all of the wires & outdoor antenna, restarted the whole system, and tested devices that are connected directly into the router with no luck. Any suggestions?

Responses

New Member

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19 Messages

a month ago

@ATTCares hey, wanna chime in here ?

New Member

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177 Messages

A bunch of us are having problems with our home rural internet high packet loss being disconnected from our games poor download I dunno if it's a router problem or the servers dropping packets but it's been almost 20 days this has been happening.

New Member

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177 Messages

Tech keeps coming out towers are fine what are we supposed to do. Is anyone listening.

New Member

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177 Messages

New antenna new router new everything seems to start happening at 355pm to 2355 pm internet is unusable across all devices during these times.

New Member

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177 Messages

35 to 53% packet loss on these ip 12.122.2.225, 12.122.133.193. To blizzard's servers which I us its 24.105.62.129 I hope I'm posting in right chat I followed link that was sent to me @att care but I can't post on there.
Meeps

New Member

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15 Messages

I have 20 to 50 percent packet loss just pinging Google servers.

The real question is what did ATT do in the last month that caused all of us - across the country - to experience the same loss in service when it worked fine the previous year before?

Are they aware of what's going on?

Do they plan to fix it?

New Member

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177 Messages

I have been trying to reach out to them even staring new post but no one from their end are responding perhaps they are aware of this issue and don't want to answer until they have a definitive answer but from what I heard was a firmware update was done to the routers or gateway causing this issues from December to January but this is unconfirmed from att. Until they say hey this is the problem all our calls to tech support put us all on the merry go round which I'm riding right now.

Tutor

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37 Messages

This appears to be fixed wireless only.

I purchased a mofi 4500 and used one of our sim cards (we have AT&T cells as well) and we are playing WOW lag free rocking 0 packet loss and about 60-70 ms ping times with the worst ping of 97.

So, guess I will use MOFI for gaming until they fix this crap.

New Member

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177 Messages

Ya I have to use my hotspot on my phone as well till they fix this mess

New Member

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8 Messages

I can use my ATT phone off of the same towers at the same time as Fixed Wireless and get better and consistent performance. Which is pretty bad considering Fixed Wireless comes with a dedicated and large mounted antenna.

New Member

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20 Messages

They know for sure. My tech told me (embarrassingly) that x weeks ago AT&T sent out "software" (his word) which obviously has issues. He further told me that many, if not all techs know this and that they are the ones who informed AT&T there was a major problem. They know. Not knowing this kind of stuff at all, I asked if they couldn't just go back to the last version and he laughed "You'd think so." I think there's intent; just don't know what the intent is but sure hope they get past it quickly. He was on the phone close to an hour with some higher-level tech guy doing all kinds of work in a hand-held device. When he finished he told me "that" should at least keep me going at a snail's pace which was / is better than what it had become. I still don't understand how my neighbor is running wide - open to this day. Moments ago (typical for the past several weeks):

(edited)

Meeps

New Member

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15 Messages

a month ago

Has anyone experienced overages? I have had two months in the last 8 that I went over the 215 GB limit. Even then, it was just one 10.00 charge, so not crazy or anything.

I am wondering if they are throttling folks now that have gone over the limit - and that is what we are seeing.

Tutor

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37 Messages

Nope, nothing to do with overages as it has been constantly like this for months and we are nowhere near cap.

New Member

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177 Messages

I haven't even used 60 gigs since I've had it still having this issue tech is supposed to come out tomorrow as of now my internet is completely unusable all the time now was just during peak hours now it's all the time.

Tutor

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37 Messages

Still 20-30% packet loss in their network starting about 4 hops up.

How many of you joined this board because of this problem? That is the only reason I joined.

Netless

New Member

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21 Messages

@tbarcellona Me too.

Terreb

Contributor

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78 Messages

@tbarcellona me also
Terreb

Contributor

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78 Messages

On weekdays I can luckily game in the morning but after around 4 pm I can forget it And weekends are even more difficult

New Member

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27 Messages

@Meeps Yes, for 2 or 3 months. We've had this connection since early July '19, and it was great, right up until November. I believed that most of it was genuine, but I'm not so certain anymore. AT&T sent notices of overages for the last 3-4 months, and we went over twice. We even have an increased data allowance as part of a promotion.

New Member

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27 Messages

@tbarcellona I've used Blizzard's Looking Glass web site/tool, to run traceroutes and MTRs to the servers we play on. There's a pretty marked difference when I have my VPN profile enabled on my primary router (connected directly to the PACE of junk provided by AT&T), versus no VPN.

For one, when I use the VPN, I see less hops, and about 40ms are shaved off of the entire trip; and there are no dropped packets. (versus when I disable the VPN, then there's always one hop, right before it reaches the PACE where 10-20% of packets are dropped)

KP45697

New Member

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39 Messages

Are you running a vpn on fixed wireless?

New Member

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27 Messages

I have several VPNs that I can use, I've configured my own router to be able to use either a UDP or TCP OpenVPN profile (NordVPN), which is connected directly to the Pace gateway.

When I run the MTR/Traceroutes on https://us-looking-glass.battle.net/ I get dropped packets right before it reaches the PACE. If I enable the VPN on my router, I see 5 less hops, about 25 ms (instead of 65 ms) and no dropped packets.

Tutor

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37 Messages

@connectionless_in_bfe

I have AT&T as my cell phone carrier as well. We just gave up, bought a mofi 4500 and slapped her sim card from her hotspot into it..... I have no lag and no disconnects using that for WoW now. We still have the fixed wireless for streaming, but using the mofi 4500 has solved our immediate problem though it cost me $350.00 but we are not paying anything additional monthly as she already had the hotspot for back-up. We may just cancel fixed wireless since they refuse to fix it and do nothing but send techs to the house when it is obvious the issue starts about 4 hops up in the network.

New Member

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177 Messages

There working on it now I've been in contact with a tech they are narrowing it down atm.
KP45697

New Member

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39 Messages

a month ago

Just wondering if anyone has had any resolution from ATT on this issue yet?

New Member

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177 Messages

No not so far.
KP45697

New Member

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39 Messages

Okay I didn’t think so. I spoke to my 30th rep on Saturday and he told me that the issue on the packet loss has been resolved. I told him that I’m still having the same issue along with a lot of people on this forum so he schedule another tech to come out this coming Saturday to my house and check my equipment. I decided to let him do his thing thinking maybe they had figured something out but after seeing even more people on here having the same issue still I decided to call. I’m pretty sure I’ve talked to the same guy multiple times now and he said that the problem they are having is the home antennas are losing sync with the towers and that they are sending an expert on fixed wireless to address my problems. I think all of this is (Edited per community guidelines) but I was hoping maybe someone else could confirm this being a problem.

(edited)

Netless

New Member

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21 Messages

@KP45697 I'm calling AT&T again tomorrow, armed with some actual numbers. I'll pass on anything they say regarding the packet loss issue here.

As of this morning around 7:00 AM I was still having the same issues with no improvement whatsoever.

The last tech that came out mentioned 'tower swapping' as a possible issue, but after testing my site he decided I can only see a single tower so that wasn't relevant to my problems. Anyway, best of luck!

KP45697

New Member

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39 Messages

I’ve called countless times now. The last 5 times I’ve called I swear It’s been the same guy and he keeps acting like there has been no problems.

Netless

New Member

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21 Messages

@KP45697 I've had two different techs out. It's as if they been told to run their speedtest program and any result they get is 'acceptable.' The last one did replace the antenna, which didn't help at all.

I complained on AT&T's Facebook page and a bunch of 'social media specialists' responded via IM. I doubt they have any more pull than the people you get when you call, but I'll try them. I'm sure AT&T doesn't want all this splashed across Facebook. At this point we're all pretty much grasping at straws anyway.

New Member

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177 Messages

Well I figure the squeaky wheel will get the grease I'm not going away until they fix I and I know yall feel the same way as I do all I want is it to be fixed I know

New Member

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177 Messages

What my internet connection was like before.
Meeps

New Member

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15 Messages

Still no word from ATT on this. Just checked again - dropped packets and 1k pings. It's kind of crazy they have not even informed their CSRs about it.

What are the odds that this issue is only affecting the 20 or so of us: posting from different areas of the country, all affected around the same time, with the same issue - and everyone else is fine?

New Member

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177 Messages

I was looking in dsl forums I see a few having the same problem.
KP45697

New Member

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39 Messages

Could someone check in there router config under the broadband tab what your rsrp and rsrq numbers are?

New Member

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177 Messages

Mine are rrsp-97 and rsrq is -13.

New Member

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177 Messages

I have 3 bars of 5 I use to have 4 bars which was green now its yellow my upload today on my game was 5k download was 80ms.

New Member

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177 Messages

Rsrq-96 and rsrq - 13
KP45697

New Member

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39 Messages

Im going to test it more later today but I was running ping plotter last night and I noticed that at 10:30 my rsrq was -18 then -20 and my packet loss was 20%. At about 11:30 my rsrq was -14 and I never dropped any packets for the 45 min that I ran the test. Rsrp was -70 the entire time

twright33

New Member

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52 Messages

I thought I was going to go CRAZY trying to figure out what was wrong with my devices and equipment not connecting until I found this post with so many other people having these issues.

ATT scheduled a technician to come out and look at my equipment (I didn't have much faith in that but said okay) and then canceled the appointment without telling me or giving a reason why and now will not reply to any of my correspondence.

This is unacceptable. I've filed my complaint with the FCC and you should too. This takes two minutes.

https://consumercomplaints.fcc.gov/hc/en-us?return_to=%2Fhc%2Frequests

Netless

New Member

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21 Messages

@twright33 Thanks for the FCC link! I'm afraid FCC involvement might be the only lever any of us have.

New Member

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177 Messages

We should there's been an update to this caper. This is bleeding into the cellphone services areas now . Until someone higher up addresses this issues there's nothing we can do people starting last week started having issues on there att cellphone hotspot services there seems to be a correlation between the routers and the firmware update that was done in December nothing is wrong with our equipment it's the software causing the routers to put us all on one ip causing a congestion and until enough of us flood the tech support with this issue I feel nothing is gonna be done. For me this is going on 20 days.

Tutor

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37 Messages

@twright33 I will not be shocked if they delete your post as they have deleted a ton of posts that they didn't like.

twright33

New Member

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52 Messages

@tbarcellona I wouldn't be shocked either. Worth it tho, the more complaints we can get in the better. The fact we have to complain to the FCC to get it fixed says a lot about ATT.

New Member

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27 Messages

@KP45697 My Brother lives right next door, we both have Fixed Wireless with ATT and a Technician is here today. After shutting off my PACE gateway for about 20 minutes he restarted and was able to access it remotely with an app he can use to test the connection, prior to that it was unreachable. I talked to him at length about this issue and he acknowledged that a lot of his service calls have been related to this exact issue. He also confided that AT&T only trains them on the installation and that they don't receive any training about diagnostics or troubleshooting the issues. He also said that he believes some of my issue is related to the fact that AT&T has oversold the capacity for the towers and that AT&T has taken some measures to load balance the traffic. The first four months I was able to access a camera on my network remotely, then in October/November it just stopped working. The technician also stated that he knew of customers who had purchased Ring doorbells, with cameras, that would no longer work with the Fixed Wireless.

Interestingly enough, my brother wasn't having the same issue, in his case his Pace gateway was no longer able to communicate with the antenna, so the Tech is reinstalling everything (or at least the Gateway). Incidentally, the Technician said that you should never rest the PACE using the red reset button, as it puts the firmware back to the default, which isn't configured properly for FW.

He also mentioned something about an update to the firmware for the Pace that was supposed to re-enable some of the functionality that had been previously disabled. I'd take all of that with a grain of salt.

Another thing that was mentioned, was the planned roll out in Q3 of this year for their 2nd Gen equipment, something that was mentioned by the original installer back in July of last year.

New Member

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27 Messages

Just wanted to mention that he escalated my ticket and said he's trying to submit as many tickets related to this issue as possible, because it is the most common problem that he is called out to fix.

Tutor

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37 Messages

@unleadedgass (Edited per community guidelines), they do not even bother to call me back on the tickets I open anymore.

(edited)

New Member

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2 Messages

a month ago

Im having this same issue!!!! Internet all of a sudden (Edited per community guidelines) starting about 2 weeks ago. Was working great. Now im constantly kicked off of online games..Webpages sit and spin. When I go into my router settings by entering my routers ip address in the web bar up top...Next to "connection to AT&T" theres only two red bars...What do you guys have?

(edited)

New Member

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177 Messages

I have 3 bars which is yellow. Their having issues with the routers I'm guessing a firmware when out around end of December and until they change it all of us are going to be having issues att won't tell us what's happening or even answer our posts but I've noticed their editing our posts so someone is looking at this to do this and I think its wrong.

Tutor

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37 Messages

a month ago

It appears all of our previous posts have been edited out!

New Member

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177 Messages

Yup and it's really upsetting to be ignored I'm going to put a compliment into the FCC maybe they will answer our post then tech came out today said he couldn't do anything more for me until att fixes it on their end meanwhile I'm still having to pay my bill every month even though it is like this way.

New Member

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177 Messages

I just want it back to the way it was before and then I'll quit posting.
Meeps

New Member

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15 Messages

a month ago

Still no word from ATT. Currently at 45% packet loss.

New Member

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177 Messages

Sad man just keep posting and burning up their phones until we get an answer.

Tutor

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37 Messages

Well, the MOFI 4500 using an AT&T sim card has like zero packet loss, Fixed wireless rolling between 20-30% packet loss during prime time.

Terreb

Contributor

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78 Messages

This is just sad.
twright33

New Member

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52 Messages

a month ago

I thought I was going to go CRAZY trying to figure out what was wrong with my devices and equipment not connecting until I found this post with so many other people having these issues.

ATT scheduled a technician to come out and look at my equipment (I didn't have much faith in that but said okay) and then canceled the appointment without telling me or giving a reason why and now will not reply to any of my correspondence.

This is unacceptable. I've filed my complaint with the FCC and you should too. This takes two minutes.

https://consumercomplaints.fcc.gov/hc/en-us?return_to=%2Fhc%2Frequests

Netless

New Member

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21 Messages

I just called AT&T again. They are running some 'long diagnostics,' which is the first time they've done that. Will follow up with that they say.

I did tell the guy that rebooting the router and all the usual steps had been executed numerous times to no avail. Also gave him my packet loss numbers and latency times.

twright33

New Member

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52 Messages

Pretty sure that's a made-up term.

They are just running the same diagnostics that you can do yourself through logging into your router. Until you report this they are going to give you the runaround.

Netless

New Member

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21 Messages

I suspect the same. I've been collecting screen-shots of my packet losses and latency for my FCC complaint.

twright33

New Member

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52 Messages

@Netless Just go ahead and send it in. You can send more later to add to the correspondence when they reply.

New Member

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177 Messages

The fcc notified them and I'm supposed to get a call from tech department to resolve the problem I'm hoping this can be fixed I'll see and will post about results.
Terreb

Contributor

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78 Messages

a month ago

Any good news yet?
Netless

New Member

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21 Messages

I called AT&T from work again today. Went over the whole situation for the umpteenth time. This guy told me he was going to run an extended test on my home network and he'll call me back in about half an hour. He did, and for the very first time he said 'we see problems with your network traffic.' Then he set up an appointment for a tech to come out Friday. When I got home, my router -- which was up and running when I left -- is showing a red service light and it is dead, dead, dead. So I'll wait until Friday and see what happens.

New Member

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177 Messages

Mine was doing that to they replaced it. Its took me 5 to 6 router restarts to get it working again towards the end before they replaced it I was afraid to restart it. So when the tech came out it did it to him so he replaced it.when he did replaced it I keep the same password and settings from my old router I'm wondering if that has anything to do with it ? Maybe not.

New Member

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117 Messages

a month ago

Could y'all do me a favor and tell me what is listed as your "Software Version" at: http://192.168.1.254/xslt?PAGE=C_0_0

Terreb

Contributor

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78 Messages

11.5.1.532678-att

New Member

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177 Messages

11.5.1.532678-att

New Member

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177 Messages

That be a pace plc router 5268AC

New Member

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8 Messages

I dont think the Pace modems are to blame - I replaced mine with a Mikrotik Routerboard and I'm having the same packet loss issues.

Tutor

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37 Messages

Download WinMTR and trace to google or your favorite game IP and you will see the packet loss is uphill.

(edited)

Netless

New Member

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21 Messages

Uphill all the way. I showed no packet loss at my router -- but man did that change a few hops in.

New Member

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19 Messages

@CaptainGumby Same results with the Pace or my Netgear running tomato

New Member

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20 Messages

@malleable_malus 11.5.1.532678-att

Meeps

New Member

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15 Messages

a month ago

I just filed a complaint with FCC as well. No excuse for them not letting us know what is going on.

New Member

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177 Messages

They told me someone is supposed to call me by tomorrow from att to resolve the issue I managed to play my game for a whole hour until I went into a dungeon to do a mythic and that when it went crazy. So I had to use my hotspot to finish it and had to use it for raid 5 hrs no disconnections on the hotspot over 100ms latency but atleast I could play make me so upset.
twright33

New Member

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52 Messages

I called in yesterday to check-in and got no update. I did get a credit on my account and a monthly discount for a year. Still broken and don't know when it will be back to normal, but they at least acknowledge that something is wrong.

As long as people keep making formal complaints through the FCC and calling in I think we can all get this fixed.