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Thu, Apr 2, 2020 6:27 PM

Latency Issues since new router was installed

Pings are running 1400 ms through out the day around 80% of the time. New router installed 2/6/2020. called 800-288-2020 3 times and waited for 1 hr & 30 minutes, then hung up. Ran fix it tests, on hold at this time as the system said it could not find the problem and need to connect to an Agent. Is there another way that I can report this. Pet Nextdoor app in the Madison Cty in Mississippi, there has been about 30 complaints made by Direct & U-Verse TV customers for internet problems. Router has been reboot 3 or 4 times since 2/6 and still has the same problems. Same problem reported last year.

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ATTHelp

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2 months ago

Hi @pb4862,

 

That is a large ping time. We want to get down to the bottom of this. One thing that might help is running a traceroute to determine where the problem is. Get more information about how to run and read a traceroute

 

David, AT&T Community Specialist

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*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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AT&T Traceroute Saturday, April 4, 2020 09:44

IPV4 traceroute www.att.com with: 64 bytes of data

1: 2001:506:6000:132:99:159:141:78(2001:506:6000:132:99:159:141:78), time=19 ms

2: 2001:506:6000:33:99:159:135:15(2001:506:6000:33:99:159:135:15), time=23 ms

3: 2001:1890:ff:e07a:12:83:102:9(2001:1890:ff:e07a:12:83:102:9), time=25 ms

4: 2001:1890:ff:ffff:12:122:157:6(attga21crs.ipv6.att.net), time=45 ms

5: 2001:1890:ff:ffff:12:122:2:146(nwrla22crs.ipv6.att.net), time=47 ms

6: 2001:1890:ff:ffff:12:123:239:145(norla402cts.ipv6.att.net), time=42 ms

7: 2001:1890:fff:20e1:12:120:51:246(2001:1890:fff:20e1:12:120:51:246), time=54 ms

8: 2001:1890:1ff:2be0:12:120:111:64(2001:1890:1ff:2be0:12:120:111:64), time=41 ms

9: failed:* 10: failed:* 11: failed:*------ 30: failed:*

09:50: Ran Fast.com and Pinged att.com at the same time:

PS C:\WINDOWS\system32> ping att.com

Pinging att.com [2001:1890:1c00:3113::f:3005] with 32 bytes of data:

Reply from 2001:1890:1c00:3113::f:3005: time=1035ms

Reply from 2001:1890:1c00:3113::f:3005: time=1219ms

Reply from 2001:1890:1c00:3113::f:3005: time=1459ms

Reply from 2001:1890:1c00:3113::f:3005: time=1782ms

Ping statistics for 2001:1890:1c00:3113::f:3005:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 1035ms, Maximum = 1782ms, Average = 1373ms

PS C:\WINDOWS\system32>

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ATTHelp

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@pb4862.

 

Do you have any custom settings you changed on the gateway? It could also be that it hasn't updated the software yet. Either way, we'd recommend Factory Resetting your gateway and giving it another go.

 

Let us know if this helps!


Ramses, AT&T Community Specialist

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I have done all that. ATT tech visited me today and cannot figure out what the problem is. He's referred it somewhere else. This post can be closed