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cwt157's profile

Contributor

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3 Messages

Saturday, December 23rd, 2017 6:19 AM

Intermittent Uverse Service

I have had intermittent slow uverse service for the past month. When I run a speed test, it either doesn't work because the service is so slow or it constantly goes up and down (mostly down). The slow connection started on November 23rd. I called a few days later and the rep sent me a new modem. By the way, when they send you a "new" modem, it's usually a refurbished older model that may or may not work. I have a friend who works for AT&T who escalated my trouble ticket, so someone from the "President's Office" called me to try to help. By help, I mean simply having someone schedule inside or outside techs to come to my house. So far, I have had 7 techs (4 inside and 3 outside) to my house with zero resolution. The last inside tech tried everything - replaced the modem with the newest version, replaced our dsl wiring from the jack into the modem, tested the outside box and wiring several times, then called the "central office" which is 4 blocks away and had them change our port. I have been told 3 outside techs have been here and gone up on the pole and everything tested fine. I honestly don't think any of them actually came. I was home each time and never saw anyone. An outside tech supposedly came yesterday and wrote in his notes that he spoke with me directly (what?!?). This service is horrendous. I have wasted so much time on the phone and in person the week before Christmas with all these AT&T service reps and techs, just to have my internet running slow with no explanation or resolution. I am beyond horrified that AT&T runs their business this way. How do I get my slow internet connection fixed? I am dumbfounded.

RhodesMan

ACE - Guru

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948 Messages

5 years ago

Run the speed test using an ethernet connected device to see if you get the expected speed.

If you do, then it's a wifi problem if you don't then it could be an incoming line problem or something else locally causing this.

If it's the latter, disable wifi, unplug all other ethernet cables and only test using your computer connected via ethernet.

Report back here.

Contributor

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3 Messages

5 years ago

That’s one of the first things we tried. I have one computer hooked up directly to the modem via ethernet, another computer performing a speed test over wifi, tried on my phone and an iPad. Another tech came yesterday and it’s still not working.
RhodesMan

ACE - Guru

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948 Messages

5 years ago

So you are saying that it's intermittent even with only one device connected using ethernet?

IPv6 has been known to cause all kinds of weird issues, mainly rebooting but it may be worth disabling it to see if things improve.

192.168.1.254 - home network - IpV6 (that's where it is on my NVG599)

and disable it there.

Holding thumbs.

 

Contributor

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3 Messages

5 years ago

Yes, intermittent with only one device connected, all the time. Each time I do a speed test, it’s a different speed ranging from 16 mbps down to 3 or so slow the speed test doesn’t work.

I have a BGW210 AT&T modem and we are a Mac household. I turned off Ipv6 and I’ll see if that helps. Most of the time our Ping is really high and no one knows why. One of the techs said he never sees over 75. I just got 653 with a download speed of 6.17mbps and upload speed of 0.23mbps. My computer is the only device using the internet at the moment. Turning off the Ipv6 hasn’t seemed to help so far.
RhodesMan

ACE - Guru

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948 Messages

5 years ago

Send a PM to @ATTU-verseCare with your account details and a copy of the OP.

They will escalate and hopefully get to the bottom of this.

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