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J

New Member

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6 Messages

Mon, Jul 6, 2020 3:53 PM

Slow web page loading

I was recently upgraded from 24 Mbps to 75 Mbps service. As part of the upgrade, they installed a new modem. I am getting good results from Speedtest, close to the 75 Mbps I’m expecting. The latency is under 25 ms. I get good results from both hard-wired and WiFi devices. 

However, there is a serious lag in loading web pages. The lag can be from 5 to 20 seconds. The same problem occurs over a wide range of domains, so I cannot attribute it to any one site. 

I found that tracert is getting frequent timeouts within the AT&T network. I have run tracert from my Windows PC and also from the modem with the same results. It appears that some servers in the AT&T network are simply not responding at all. Eventually the system finds a working route, but the timeouts on some servers seem to be causing these delays. 

What can be done about this situation?

Responses

Brand User
ATTHelp

Community Support

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128K Messages

a month ago

Hey @Johnmatushek,

 

We are here to help with your web browsing experience. The timeouts you are seeing within the network will generally resolve itself. To speed up the process, you can factory reset your gateway.

 

Could you provide the exact error message on the trace route?

 

Let us know if this helps.

 

 

Max, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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

 • 

6 Messages

I'm not sure how factory resetting my modem is going to make any difference to the other computers in the AT&T network.

 

I note that my modem is at software version 2.4.4. The installer told me it should automatically update to 2.7+ but I have not seen that update take place yet. Again, I'm not sure how that might have any impact on the external computers in the AT&T network.

 

Here's what I'm seeing from tracert:

 

Case 1. Tracert to Google

C:\Users\John>tracert google.com

 

Tracing route to google.com [172.217.12.78]

over a maximum of 30 hops:

 

  1    <1 ms    <1 ms    <1 ms  dsldevice.attlocal.net [192.168.1.254]

  2    20 ms    21 ms    20 ms  99-125-120-1.lightspeed.rcsntx.sbcglobal.net [99.125.120.1]

  3  3164 ms  2799 ms  2697 ms  71.155.112.106

  4    22 ms    22 ms    21 ms  12.242.112.31

  5    23 ms    22 ms    22 ms  12.255.10.98

  6    23 ms    22 ms    22 ms  108.170.252.161

  7    21 ms    21 ms    21 ms  108.170.226.109

  8    21 ms    22 ms    21 ms  dfw28s05-in-f14.1e100.net [172.217.12.78]

 

Case 2. Tracert to NYT

C:\Users\John>tracert nyt.com

 

Tracing route to nyt.com [151.101.193.164]

over a maximum of 30 hops:

 

  1    <1 ms    <1 ms    <1 ms  dsldevice.attlocal.net [192.168.1.254]

  2    20 ms    20 ms    22 ms  99-125-120-1.lightspeed.rcsntx.sbcglobal.net [99.125.120.1]

  3     *        *        *     Request timed out.

  4    22 ms    21 ms    22 ms  12.242.112.35

  5     *        *        *     Request timed out.

  6    21 ms    22 ms    22 ms  151.101.193.164

 

I have done multiple other tracert tests. It is always the second server that either times out entirely, or has long response times. It appears to me that AT&T has a problem with server 71.155.112.106. I realize that some servers do not respond to PING or TRACERT requests, so you may get a false timeout. However, I am seeing very long response times for this one server, regardless of the destination.

New Member

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6 Messages

This morning my response time for loading web pages is much, much better. I think the comment from above, "The timeouts you are seeing within the network will generally resolve itself." must be true. Perhaps there was a server in the AT&T network that experienced some problems, but the support staff seems to have fixed it.

 

Thanks for your feedback on this issue.

 

Brand User
ATTHelp

Community Support

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128K Messages

Hey @Johnmatushek,

 

I am glad to hear your web pages are loading smoother than before. Factory resetting can change how your request is routed through the network, and may ping a different server. If you have any questions or concerns, don't hesitate to reach out.

 

Thank you for choosing AT&T, and stay safe.

 

 

Max, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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

 • 

6 Messages

Today my internet response time is very erratic. Sometimes I get an immediate response, sometimes there’s a lag up to 20 seconds for a simple web page. It’s very frustrating. 

You said a factory reset could change how my internet traffic is routed. Is there a less destructive way to accomplish the same thing? Would it work simply to renew my IP lease? What other options are there?

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