B

New Member

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3 Messages

Mon, Nov 2, 2020 7:26 PM

Little to No Data service at home past 30 days

On 9/18 I received a text from ATT telling me that they have "
enhanced the wireless network in my area" which should help me stay connected for faster internet speeds. I usually get 10-15meg download and 3 uploaded...depending on weather. some more background we live in a very rural area where we have zero hardline internet options. We added an ATT home internet 4G router to our plan a few years ago and it is part of our unlimited plan. We were excited to get this text and start experiencing the enhancements. 

About 2 days after getting this text we started having real bad issues connecting. If we went to any internet page, it would say "no internet connection". Every once in while it would work close to normal, but shortly after it would lose all connection again. Now there is NO data connection way more often than having a data connection. We can't even send or receive text most of the time. (not MMS, just normal SMS) This has been going on for over 30 days. With COVID running rampant, of course this forces all 3 of my kids to do school at home as well as my wife, and myself work from home on occasion. This has been the case since March, and we had zero problems supporting all of these activities up until our "enhancements". 

so in total we have 6 devices on this same plan. 4 iphones, 1 samsung, and my 4Glte router. Every device experiences the issue whether on wifi or cellular. (keep in mind my wifi is also cellular) 

I have called ATT several times with no help or even an attempt to understand the situation. It appears they just read off some card the answer of "due to network congestion speeds are not guaranteed" blah blah. This is total (Edited per community guidelines) answer. As I stated we live in the middle of nowhere. When I go to areas of high congestion I have no problem with my service, regardless of whether I reached my "limit" of 22g or not. Today they told us it was because we had used our limit of 22gb. Which isn't even a limit, but a soft limit that should only affect you when you are truly in a high congestion area. Which we are not in at our house. In fact today when they told me this neither my wife or my phone was above the 22gb "limit", so this should not be valid for our phones which experience the same issue as all the other devices when at my house. Not only that, but my plan resets on the 3rd of the month and this issue has been going on since about the 20th of september non stop. 

I have been with ATT since before they were even ATT (suncom) and I pay them $500 a month for my cell service that I now can't use at my house. This certainly points to some issue with the Tower in my area, and ironically happened after an upgrade. As soon as I drive out of range of that tower I get my normal service back....every time. 

ATT has really let me down. We are exploring our options with other providers in the area and are also considering dumping ATT directTV as well. All of our Customer service reps have been less than helpful and in many cases rude. They don't appear to care that I am spending almost $700 a month total with all my services. 

ATTHelp

Community Support

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175.6K Messages

1 y ago

We understand and are here to help you and your family @blur2u.

 

In order to investigate what's been happening with your connectivity please send us your zip code as well as the plan you're currently on.

 

After receiving the notification about an enhancement, were all the devices restarted? This generally helps when major network changes have been made.

 

We look forward to hearing back from you.

 

Thank you for your years of service as a customer and your patience.

 

Vincent, AT&T Community Specialist

New Member

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3 Messages

1 y ago

Hello. thanks for the response. 

We currently have 6 devices on the ATT Unlimited Plus plan and reside in zip code 40051, near New Haven, KY. 

All devices have been restarted since the notification on the enhancment, and in fact we reset our devices multiple times per day when at home in an attempt get service. This rarely has any affect. 

We recently called and they said it was network congestion and because we had exceeded the 22gb limit, which was not true. Both my phone and my wife's phone were well below the 22gb limit. They also stated that we should get our full speed back once the bill and data reset on 11/3. This was not the case. had the same issues yesterday as I have had the past 45 days now, no matter what point in the billing cycle we are in. We have also talked to some of our neighbors who also have ATT and they are experiencing the same problem. 

Since my kids are currently on virtual learning due to covid they have to go to someone else's house all week in order to connect to the online classes, which again was never a problem before the enhancement text. 

And once again, we live in a very low population area, but my wife and I both work in heavy populated areas. At work we have no issue, only at home. My town has a population of 890 people and we live 3 miles from the small town. The majority of the people that live in my area have a local cell phone service and not ATT. We have also been on this same plan, using it the same way for several years with no issues with data connection or speed. 

I think another important note is that when we have the connection issue we also can't send texts and when trying to access anything on the internet we get "no internet connection" errors. If the speed was reduced due to congestion and reaching the "soft data limit" of 22gb we should still be able to send a text and access the internet, it just might be frustratingly slow. 

also when speaking with a representative of ATT on the customer service phone number, the rep insinuated that ATT was intentionally slowing our speeds down in order to force us to change from our current plan since they don't offer it anymore. 

This seems to be a breach of contract as well as completely unethical. I am now forced to file complaints with the FCC as well as consult other options us to get the service we were promised and have been paying $500 a month for. 

The other ironic thing is that ATT supplies DSL to my area, except on my road which is approximately 3 miles long. There is DSL available at either end of my road but not on the road itself. If DSL was available for us, this would solve the majority of this problem for me but I am told that it's not worth the investment since there are limited houses on this stretch of road. I am literally half mile from a house with ATT DSL. 

ATTHelp

Community Support

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175.6K Messages

1 y ago

Hey there @blur2u!

 

Our systems show no scheduled service interruption impacting your area. It's likely you will have to relocate your router to another location in your home to obtain better signal strength as it may have changed due to the update and may now vary in different parts of your home.

 

Your device should be located where you have a strong signal from a cell tower, typically near a window or outside wall. Near an electrical wall outlet and in the general area where you’ll be using your home phone, computer, or Wi-Fi enabled devices.

 

Once you're able to establish a constant signal strength with your router it is advised that your mobile phones switch to Wi-Fi Calling while at home. Also, make sure you download our Mark the Spot app which not only sends detailed reports of your experience but notifies you of improvements to the network.

 

We hope this info helps.

 

Lar, AT&T Community Specialist

New Member

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3 Messages

1 y ago

Lar,

I am not sure if you thoroughly read my post. This is not only the wifi router, but also the other 5 phones on my plan. No matter where I am at in my house, or even outside in my yard. The service issues I experience are consistent with all devices as long as I am in the area at and around my house. (as long as I am on that cell tower) Also keep in mind my signal strength does not change even when I don't have a connection to data or the internet. 

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