
Tutor
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4 Messages
My DSL keeps cutting out and AT&T can't seem to fix it.....
For months now I along with my neighbors have been having intermittent outages with our DSL. AT&T has sent out technicians several time to no avail. We all feed from the same box and several time thru the day it starts to cut in and out every few minutes for sometimes seconds up to minutes at a time. Working from home makes this VERY unacceptable. Suggestions?
PensionKing
Contributor
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2 Messages
8 years ago
This same thing is affecting South Carolina (me and my neighbors). They have sent out 4 technicians who all determined that there is no problem with the wires. This is a software issue. When you look at the lights on your modem, you'll see that the DSL (or Broadband) light will remain lit; this means that the DSL signal is consistent and strong. However, the ISP light will go out. This means that it is a software issue with the account activation.
No one at ATT seems willing or able to fix this because they are limited to addressing problems with the wires.
I told these **** several times that this is a software issue with ATT, not an issue with the wires.
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Bfeagan
Tutor
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4 Messages
8 years ago
We (my neighbors and I) are at our wits end with this. Even the last tech guy who was here the other day told me they (AT&T) just dont care. Im paying for a service that they are not providing me. I will keep on them anf keep traveling up the ladder till I get some satisfaction.
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PensionKing
Contributor
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2 Messages
8 years ago
After a month, I FINALLY fixed my issue. Believe me when I tell you, I know your stress. Here are my series of events: Hopefully, this may provide some insight.
What I learned was this: The problem is either going to be a hardware issue or a software issue. Once it is determined it is not a problem with the lines (AND we've established that after 4 tech visits), then the only issue is with the software. For some reason, the modem is not authenticating with the ISP. In my case, it was a new modem. The fact that it was purchased after a problem with a "router", I was led down the wrong path.
IF I ever encounter this problem again, I will run several different "MODEMs", only the modems if possible, to see if the authentication problem recurs. Don't be surprised when a new modem fails. Now, some 'routers' come with a self-healing mechanism. This will take your signal down for a few seconds. I have mine set for Tuesday night at 3:00am; and time when I know that I'm not on the internet. It's only out for a second during this "Router initiated' down time.
I've gotten false-positives during my 'crisis'. It's a huge relief just to be back up to where I was before this entire mess started. BUT I understand your stress (I was there!). If you have an action tech router, throw it away. If you have an ATT router, try a Netgear (router only).
Troubleshooting is about a process of elimination. Once you eliminated the signal and it is determined to be a software issue. ATT isn't going to budge on their signal. If it's not the router, then you'll end up arguing with them for months and nothing will change. From their stand point, it must be the router. In my case, they were right. My own experience has led me to another conclusion. So, I know the stress. I certainly wasn't going to buy a new router just to have the same problem. Fortunately, I was able to connect my previous router and determine that I traded one problem for another.
I do hope you get up and running, because I understand your frustration.
Good Luck!
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michehebmr
Contributor
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1 Message
8 years ago
If at all possable I would find another provider. I have been on them for the past couple of years for the same thing. Time and time again they always say its the wiring in my house and they want a tech to come check it at 99.00 dollars. I can not get another provider comcast stops a half mile down the road and told me that I would have to pay 51,000.00 dollars for them to run the cable to my home for this access. It's crazy but that is what i would suggest at this point. AT&T's service no matter if its a land line DSL or their wireless all stinks. Sorry about your luck.
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Bfeagan
Tutor
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4 Messages
8 years ago
Thank you for the detailed response. Sadly this is the same problem for at least 2 of my neighbors as well. I have been in contact with att every day and am told its and att software/network issue. It'll be interesting to see how this goes. At this point I have been successful in getting next months charges credited to my account to try to make up for this problem.
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Bfeagan
Tutor
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4 Messages
8 years ago
michehebmr - Sadly I have no other provider options. If I had, I would have been long gone from att as this is completely unacceptable at this point.........
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