T

New Member

 • 

4 Messages

Tuesday, May 18th, 2021 3:19 AM

Closed

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

 • 

30.9K Messages

2 years ago

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

 • 

207.4K Messages

2 years ago

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

 • 

30.9K Messages

2 years ago

@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?

noodle123

New Member

 • 

13 Messages

2 years ago

@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

 • 

30.9K Messages

2 years ago

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.

noodle123

New Member

 • 

13 Messages

2 years ago

@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

 • 

30.9K Messages

2 years ago

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)

noodle123

New Member

 • 

13 Messages

2 years ago

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

 • 

4 Messages

2 years ago

@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.

noodle123

New Member

 • 

13 Messages

2 years ago

@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.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.