Tutor
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7 Messages
Ping Default Gateway on Broadband Intermittently fails.
I have an NVG589
Been through 3 box replacements and finally all new lines and a line tech even put me on the cleanest possible pairings all the way to the multiplexer. Signal and broadband readings are perfect. I don't think this is a hardware issue but rather att network dropping my connection to the default gatway randomly throughout the day getting worse in the evenings. It loses dns communication as a result and thus the internet stops being served. The broadband is green and still technically stable when this happens. I've been on the phone and with technicians but nobody can seem to have the ability to understand networking functionality and begin to test if the default gatway is getting overloaded and is failing. I will post my log maybe somebody here can offer some insight it's been my struggle for over a month now.
I should also mention that using ping test from diagnostic page to Google results in a delay of over 6000 ms up from the usual 36 ms until it's stable again.
ATTHelp
Community Support
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231.3K Messages
5 years ago
Hi There @Fenris159,
Thank you for posting. It looks like you are speaking about intermittent drops in the internet. We can help.
Some probing questions to help get us started:
Please answer these questions and get back to us.
Thank you for being an AT&T Subscriber?
Matthew, AT&T Community Specialist
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Fenris159
Tutor
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7 Messages
5 years ago
sent multiple techs and finally the line tech. I call customer service but
they are convinced everything is fine because technically the broadband is
staying up. However I think the multiplexer is failing and stops serving my
dns information because my gateway stops pinging the default broadband
gateway. My network stays connected and I can remote into the att gateway
even while it's failing. I've connected a computer directly to the unit and
still had issues. According to the last tech the "folks in Dallas" handle
the servers and get notified automatically when there is an issue but
nobody wants to contact them to investigate it. I was also chastised
because I only have 3 mbps that this sort of thing is to be expected and
normal yet its worked fine for a year. Only been an issue for the last
month. I'm extremely fed up.
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Fenris159
Tutor
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7 Messages
5 years ago
(Edited) See included image...
2 Attachments
Screenshot_20190903-091555_Chrome.jpg
Screenshot_20190907-234213_Chrome.jpg
(edited)
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ATTHelp
Community Support
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231.3K Messages
5 years ago
@Fenris159
Is your Internet service DSL or U-verse?
Aminah, AT&T Community Specialist
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Fenris159
Tutor
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7 Messages
5 years ago
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ATTHelp
Community Support
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231.3K Messages
5 years ago
Hi @Fenris159,
We will be happy to help! On this website there are some helpful tools and tips that might help! Please visit the Troubleshoot and resolve tool. If you have any additional concerns, please feel free to reach out to us. Thank you for contacting us on AT&T Community Forums!
Lafayette, AT&T Community Specialist
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Fenris159
Tutor
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7 Messages
5 years ago
is an att network issue and I need some kind of resolution. I think it's
the multiplexer failing to serve dns information sparatically could be
cache overloading and nobody will inspect it! The techs they send out don't
touch that stuff.
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ATTHelp
Community Support
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231.3K Messages
5 years ago
@Fenris159,
We would like to run some tests on your network.
I am sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the envelope in the top right section of this page or click Forums Inbox. Locate the PM and reply to my message with the requested account details. We look forward to your response and the opportunity to help you!
Lafayette, AT&T Community Specialist
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Fenris159
Tutor
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7 Messages
5 years ago
I'm still having constant issues and so do several neighbors. I think it's the vrad servicing our area but nobody will put in a ticket to get it replaced. What am I supposed to do cancel service?
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Fenris159
Tutor
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7 Messages
5 years ago
Ran traceroute to gateway came back:
traceroute to 108.87.112.1 (108.87.112.1), 30 hops max, 38 byte packets
1 * * *
2 * * 108-87-112-1.lightspeed.moblal.sbcglobal.net (108.87.112.1) 4766.841 ms
This is while service was interrupted and several resets as you can see the ping was unusually high.
Had another tech come out today and he told me he found multiple ports where having issues on my rack which is why my neighbors are also having issues "they are also talking about canceling service and one is recently new customer". He said he will put in a ticket to get the vrad serviced by the correct tech but he also mentioned there was another rack he could put me on however it was never made live and is inactive. He said he saw a service ticket in for the unit to be expanded and it's half complete. If they could have brought it online this problem could have been solved 2 months ago when they originally would have switched my port. Hopefully they come out soon he said there is no telling but in the meantime I'm trapped with halfway working service. I'll probably call in and ask for more credits for the inconvenience.
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