Contributor
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2 Messages
AT&T server causing constant timeouts
Hi, we have had U-verse fiber internet for about 3 months and when we try to go to a new website on our phone or PCs, there is a 20 second or so delay before the request goes through. I called tech support and after the usual restarting the modem, sending reset code remotely, etc I gave up trying and tried to figure out the issue myself.
Using a tracerouter tool, every single time there is an AT&T server that times out intermittently causing the request to be retried several times until it finally goes through. I am attaching the screenshots below. The IP address of the problematic AT&T server is 75.8.128.136.
https://ibb.co/6nvvG3X
https://ibb.co/94RGV1V
Dear AT&T, can you please either upgrade/replace or reroute the equipment? Most times our LTE connection through T-Mobile is more reliable than the fiber U-verse we have at home which is quite disappointing.
ATTHelp
Community Support
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232K Messages
5 years ago
Hello @Mindbullet,
To fully assist with this issue further, we will need to look over your account in more detail.
I am sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to my message with your specific account details.
I look forward to your response and the opportunity to help you!
Charles, AT&T Community Specialist
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Mindbullet
Contributor
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2 Messages
5 years ago
Here's the issue with AT&T's process - this is not a knock against Charles in any way. He's a friendly guy and this is not his fault.
Rather than enabling a way for all users to benefit by having a public troubleshooting conversation where I can accept a solution, the conversation gets moved immediately to a private message where I'm told that my service is actually with AT&T DSL and not U-Verse Fiber and that I will need to call in for that.
Why do I have to call in for DSL and not Fiber? Aren't they both your products? Why do I have to torture myself with the same "did you try resetting your router" question for a thousand times until the customer care agent understands what I'm trying to explain after 20 minutes on the phone?
Why doesn't anyone just look at the SPECIFIC SERVER i've already pointed out instead of having me jump through a bunch of hoops telling me it's probably my router and send someone out here which happens to be a waste of their time and mine?
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blockrg
New Member
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13 Messages
4 years ago
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