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New Member

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3 Messages

Thu, Jan 14, 2021 3:00 PM

Internet Outage

Why is my internet service stopping at approx. 09:25 AM (EST) everyday the last 8 days in a row and comes backup between 5 and 10 min.  This is a huge impact to me and if this is a planned outage why is it not happening at 6 AM or Midnight.  I have lost data 3 times which has taken me up to 1 hr to reproduce each time.  This morning of was on Microsoft team call that I could not complete.  Very embarrassing with my clients.  

Responses

New Member

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3 Messages

11 days ago

Is there an AT&T customer service phone number that I can call when my internet is working to find out an answer to my post!!!

Constructive

Employee

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18K Messages

11 days ago

800.288.2020

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
my thoughts

Employee

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16.8K Messages

11 days ago

Always at or near the same time suggests something occurring either inside or outside the residential area. Could be power related, unstable power to the gateway causing reboot... treadmill, power tools, compressor, water softner, timer switch.

Outside possible signal interference including radio (ham) or other broadcast signal creating noise detected on the line.

Your symptom suggests the gateway is rebooting, some models such as 5268 take longer than others to reconnect... 

As do not mention have any rebooting the rest of the day or evening... it is likely a time cycle event. Intermittent will be hard to find issue... 

Is this direct fiber (FTTP), or copper to the home as VDSL FTTN or ADSL2+.

Some reading on what can affect xDSL...

http://adslm.dohrenburg.net/troubleshoot/interference.php

 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

11 days ago

800.288.2020

This number is to an automated system and by the time I get through all the prompts the internet comes back up.  I need to talk to someone to look at what is happening on my line the last 8 days.  It is almost like it is a planned reboot like my company VPN.  It you are on more than 24 hrs it kicks you off and you then log back in.

New Member

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1 Message

11 days ago

Rebooted twice but broadband lights blinks green the Red.

Constructive

Employee

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18K Messages

11 days ago

Sorry it’s the only number 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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