AT&T Community Forums

Internet cuts off every 5-20 minutes

Called and the robot said it couldn't find a problem so it wont let me talk to a real person, but my internet (pitched to me as the newest fiber optics, perfect for supporting multiple devices at once with crazy fast download speeds) cuts off every 5-20 minutes for a few minutes, then comes back on its own. This has been a problem for about 2 months since getting my new router. I called about 2 weeks ago with this problem and was set up with a new network, now, the problem is back. I want someone to come out and look at this, obviously its something that can't be fixed over phone with a simple diagnostics check.

Responses

M

MtthewC

New Member

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4 Messages

4 years ago

After looking at my account info and possible upgrades, it is confirmed I have the single best plan for internet that AT&T offers, so why is my internet basically nonexistent..

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ATTHelp

Community Support

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231.3K Messages

4 years ago

Hello @Ericaortiz5,

We know how important internet is, especially in our current climate, let’s work to resolve this issue.

To begin we will review the environment where your router is set up. Where your equipment is located is just as important as the speeds you have, or devices you are using.

To ensure you Wi-Fi is healthy and optimized we recommend the following

Keeping the router free and clear of electronics
Moving the router off the floor and placing it on a hard surface
Plugging the router directly into a wall outlet
Having the router out in the open for proper air circulation

If you have the same troubles after ensuring your modem is in a good location we recommend trying out our Smart Home Manager app. This app has lots of great features that will help maximize your Wi-Fi.

Personalize network name and passwords
Run network health checks
Check for Wi-Fi dead zones and find out if your home could benefit from AT&T Wi-Fi Extenders for total coverage
Technical support built in with Smart Assistant

Now you mentioned that it seems to be working well at certain times of the day. Could this be a time when everyone is home and online? If everyone in the home is streaming, gaming, or using an online service that requires a lot of bandwidth, your speeds will slow down. Keep in mind when devices connect to your network, they each use a portion of your allotted speed. Multiple devices sharing your internet connection can affect the speed each device experiences. For more information on this and understanding how your internet speeds work please visit our support page.

We hope this helps @Ericaortiz5, please let us know if we can be of any further assistance.

@KaneB, AT&T Community Specialist

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