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New Member

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4 Messages

Tue, May 18, 2021 3:19 AM

Internet disconnecting multiple times an hour for the past week

Orange County, CA.  Over the past week, I've noticed my internet drops for about 30 seconds to a minute before reconnecting.  Every hour I disconnect at least 3 times, no exaggeration.   My computer has a wired ethernet connection.   Is there a solution that I can implement myself, or would calling a technician be the next step?

JefferMC

ACE - Expert

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28.4K Messages

1年前

Check the lights on your Gateway when it drops.  If you lights are blinking Red during any of that time, then you probably have a line issue that will require a tech visit.  

ATTHelp

Community Support

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189.3K Messages

1年前

Let's see if we can get your internet back up to par, @.

 

Thank you to the ace for the information.

 

As he stated, What are the color of the lights on your gateway when this happens?

 

We recommend that you use our Troubleshoot and Resolve Tool. You can test your lines with this and this will let you know if you need a technician out to come check on everything.

 

Let us know if this helps.

 

Marc, AT&T Community Specialist

 

JefferMC

ACE - Expert

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28.4K Messages

1年前

@noodle123 , OP didn't mention having a separate router, so it is likely he doesn't have the exact same issue you do.  Does this really happening about every 10 minutes?

New Member

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13 Messages

1年前

@JefferMC , I've disconnected my 3rd party router and tried using just the BGW210 gateway for the wifi and ethernet. I was still experiencing the same issues.

There are intervals when the disconnections occur every 10 minutes for an hour, and then only once in the next hour. I hate to say it is random, but it really is.  


I can't seem to isolate the issue. It will drop when I am on a Teams call, when playing online games, when browsing the web..

I started running a script to ping google in intervals and to write to a text file to track the drops.

JefferMC

ACE - Expert

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28.4K Messages

1年前

If it ever shows up at the every 10 minute interval, I'd suggest you change the DHCP Lease time (on the Home Network > Subnets & DHCP page) from 10 minutes to something larger... you can try 20 minutes to see if it cycle changes to 20 minutes (but even with 20 minutes the extra time may allow it succeed at renewal).  I have mine set to a day.

New Member

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13 Messages

1年前

@JefferMC , I appreciate your assistance on this issue! I checked out that page and the DHCP lease time is already at 1 day (by default). 

Looking into the Diagnostic > Logs, I'm getting a lot of "Invalid IP Packet" messages as well. The problem is very similar to the one discussed on this forum post below. I don't think a solution was ever found:

https://forums.att.com/conversations/att-internet-equipment/invalid-ip-packet-displayed-in-logs-constantly-and-passthrough-router-has-problems/5df01b5bbad5f2f606f0df16?page=1

JefferMC

ACE - Expert

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28.4K Messages

1年前

Lease times are not ever at 1 day by default in the Gateway.  If it's at one day, you've already changed it.

Perhaps you checked your router's DHCP lease time instead of the Gateways?

Oooh, also the IP Passthrough lease has its own time, which is on the IP Passthrough page.

(edited)

New Member

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13 Messages

1年前

I believe it was 1 day by default on the BGW210, but I may have changed it. Here at the current settings above.

I just checked the IP Passthrough DHCP lease time as well, that was set to 10 minutes; I went ahead and updated that to 1 day. Hopefully there won't be any issues after this change. 

Do I need to have the DHCP server enabled on the gateway if I have the IP Passthrough enabled?   

New Member

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4 Messages

1年前

@noodle123 Let me know if changing the lease time works for you.  Also @JefferMC , the disconnections don't happen on exact 10 minute intervals.  Sometimes I'll have a stable connection for 30 minutes, others I'll disconnect 3 times within 10 minutes.  It's all arbitrary. 

A couple updates: 

* Got on call with an AT&T rep who saw some problems with the line (whatever that means).  She went ahead and reset it, but nothing has changed.  

* A couple users on Reddit have reported the same exact issue as us in OC.  Also, I know of someone who lives close by who plays games with me.  We both disconnect at the EXACT same time and we have DIFFERENT ISPs.  This leads me to believe the issue is something out of our scope of reach.

This has been going on for about 3 weeks now and it is getting infuriating.  All we can do is wait and hope enough complaints surface for AT&T to actually look into the issue.

New Member

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13 Messages

1年前

@tobiguth Unfortunately, still getting the disconnections even after updating the lease time. Just like you, I'm getting the drops at random intervals. 

I've never had to fiddle this much with the gateway or router settings, never had any issues in the last 10 years in terms of reliability with AT&T. Also hoping this will be resolved with time. I've tried everything to isolate the issue, I'm thinking this is something out of our scope as well.

JefferMC

ACE - Expert

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28.4K Messages

1年前

Do I need to have the DHCP server enabled on the gateway if I have the IP Passthrough enabled?   

I believe so.  And it doesn't hurt.

DHCP lifetime is not the only thing that can cause a connection to drop.  It is one of them and usually comes up by process of eliminating other potential issues unless someone says "every 10 minutes" and means it. If you have an Ethernet connected PC and no line issues, then it's the best guess. 

If you have Wi-Fi, then it could be a Wi-Fi issue (channel or band changing, or just interference on Wi-Fi frequencies or with neighboring networks).

If you see lights flashing on the Gateway during the outage, that's probably a line issue.

If you and someone on another network experience "disconnections" to the same  server at the same time, then that certainly sounds like something out of the control of you and your ISP. 

(edited)

New Member

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13 Messages

1年前

@JefferMC Thanks again for the replies.

I should have been clearer with the initial issue; the "every 10 minute" time I gave is completely arbitrary. It's not every 10 minute interval on the dot, it was just an example of the frequency of the disconnections.  

I'm using 2 desktops during most of the day: 1 for work and 1 for personal. My work desktop is using wifi and the personal desktop is using ethernet. They are both losing internet connection at the same exact moments, and the lights are not flickering or changing on the gateway during these moments.

I hope you can understand why it's been so difficult to troubleshoot or isolate this issue.. I'll check with some neighbors to see if they are experiencing any issues.

New Member

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8 Messages

1年前

I'm also in OC area and have this exact same issue, and literally everything said checks out: started about 2 weeks ago, gateway lights don't change at all when the drops happen, both wired and wireless connections affected at the same time, and is very sporadic (ranges from going maybe hours without any drops to having multiple drops within just a single hour (drops last like 15-45 seconds and seems completely random). I was in a Discord call last night with a friend who also lives in OC but has Spectrum. Weirdly enough, when the drops happen, I can still hear him but he can't hear me at all. It's like the internet just goes into a state of limbo for 30 seconds; nothing loads at all, messages don't send, games disconnect, etc. Needless to say, it's getting really annoying. I'm starting a few online classes in a week and am worried that it'll disconnect during an exam or something...

New Member

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13 Messages

1年前

@itchikneesan @heyitsian 

It seems like we all have the exact same problem:

-Orange County, CA Area
-Internet disconnections for 10-20 seconds at a time, happening sporadically and randomly: multiple times per hour or none per hour
-Occurring with devices on both wifi and wired connections
-Gateway lights do not change at all during disconnections

Have these issues always been around for you or did these only begin 2-3 weeks ago?

New Member

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4 Messages

1年前

I am having the same issue.  I live in Orange County, CA and work from home at times.  I had this problem for a few days last month and thought it was an issue with my work VPN which would cut out intermittingly several times per hour. 

 

My work IT tried trouble shooting and it went a away.  About 12-14 days ago it started happening again.  I re-engaged IT and they have tried many things but no solution.  I tried to call AT&T support but that was not helpful as I could not get past the robot answering/trouble shooting system which told me things were fine and hung up on me (multiple times).  Yes, the internet is fine when it is not cutting out for very short periods of time but it cuts out enough on a now hourly basis to cause serious issues for me trying to do my job (which actually does not even use much data or require a great internet speeds but does need me to have a constant connection to maintain my VPN to the work server). 

 

I got some help through the "smart home app" only because I was able to chat with someone at 3:00AM.  Any other other time I get a message that they are too busy and to try again (very hard to fix a problem when nobody can help us).  When I did get someone they did some things to optimize my situation but that did not improve things either. 

I checked this chat and see I am not alone.  I have had fairly stable internet with AT&T for a couple of years and other than this issue I have like the service and want to keep it.  This issue does not sound to be due to the AT&T modem (as someone mentioned they got theirs swapped out).  I had my computer hardwired to my laptop.  I have tried unplugging the ethernet cable and connecting via WIFI but same issue. 

 

I am currently connected via WIFI hotspot on my cellphone and magically no issue.....  Has anyone received a useful solution from AT&T?  Since they won't speak with me on the phone or chat I am going to head over to their store to see how I can get help. 

 

Thank you all for sharing between what I have read and experienced and now seeing that my cell phone hotspot work without issue I feel confident this is an AT&T issue and not an issue on my end.  I just want a solution with AT&T if possible as I do not want to change service providers.     

Thanks!

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