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Troubleshoot your device issues
ggalasso2's profile

New Member

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4 Messages

Friday, May 19th, 2023 7:06 AM

Extreme high ping rates

Have had ATT on-site and on line via phone tech look at it they agree it isn't us (after numerous reboots, tests and equipment switch outs). Our fixed wireless normally has ping rates between 49 and 70 w/download speeds of 15MB to 20 MB uploads of .7 MB to 2.1 MB. however, regularly after about a week of good service the ping rates jump to 500 to 1600+ and the service drops to 3-4 MB down and .15 or less MB up. As the ATT Tech on site and your 1st level on-line support agree it's not me (or my equipment, or my servicing cell tower, said we had a great connection to/from it), I believe it's your network!! Somebody or something reconfigures or changes it regularly causing this issue.

ACE - Expert

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35.6K Messages

1 year ago

Or your neighbors on Fixed Wireless, or mobile phones are also using the same towers and are not leaving much for you.  It's impossible to tell from where you sit.

New Member

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4 Messages

1 year ago

Per the ATT tech there are only 3 other users on it. The issue seems to reoccur after several days and sometimes weeks of normal performance. One thing is interesting is when this happens the ping takes much longer and testing server keeps changing from to servers all over the USA (e.g. TX, LA, CA, MS, GA  etc. when the data rate and ping are bad. Note: I live and get service from central Louisiana. Believe ATT does something or its network keeps changing its configuration, robbing Peter to pay Paul, that adversary affects my service 

ACE - Expert

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35.6K Messages

1 year ago

There may be only 3 other Fixed Wireless users, but I doubt they can provide useful numbers as to the number of phones typically using it, unless you are very, very rural.  Fixed Wireless uses the mobile network, with all that means--good and bad (mostly the latter).  

Community Support

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232.3K Messages

1 year ago

Hello @ggalasso2, We will be glad to assist you with the high ping rates that are affecting your internet speeds.

 

As @JefferMC mentioned above, there are many factors that could be contributing to this. You can learn more about latency and ping rates here.

 

We appreciate you letting us know you that you have already rebooted the device and done multiple tests.


We recommend resetting your gateway to factory settings. This should help clear out any customer settings that might be causing the high ping rates. To reset the gateway:

  • Locate the small red buttong and pinhole on the lower rear of the gateway
  • Depress for ~ 15 seconds

PLEASE NOTE: resetting the gateway will return all of your settings to default status. It is advisable that you write down any custom settings (Wi-Fi passwords, names, SSID, etc) before performing a factory reset.

 

If resetting does not help, please let us know so we can look further into additional troubleshooting steps.

 

Also, please let us know if you are using any third party equipment, or if you are just using AT&T-provided equipment.

 

Amon, AT&T Community Specialist

New Member

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4 Messages

1 year ago

Tried everything you suggested (including factory resetting) Nothing worked. Using ONLY ATT provided equipment (which the visiting ATT tech replaced to be sure). The fixed support tech (via phone call) tested our system (to and from our serving fixed wireless cell tower. He said his test showed we had good connectivity (both down and up) and AGREED it was something in the ATT network (e.g. when it leaves the fixed wireless side of the cell tower and enters the ATT internet network) causing the issue. To further complicate this issue is our ATT cell data service (in use when the fixed wireless router is off) is higher than normal 15 MB down and 4 MB up with a good ping of 49 (we can use only LTE in our location). We ARE in a Very Rural area. Fixed wireless was sold to us by ATT as an alternative to the much more expensive cell data rates. It worked well at first but has gone downhill since. My next step is to register a formal complaint with the FCC as ATT is not providing the service for which we paid and for which the government subsidized ATT to provide Rural areas. 

Community Support

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232.3K Messages

1 year ago

Let's dig a little deeper into what's going on with your Fixed Wireless Internet, @ggalasso2.

 

Due to the nature of your concern, we'll need to speak privately. Check the Direct Message inbox in the top right corner of your screen. We'll be sending you a DM shortly and look forward to speaking with you!

 

Lacey, AT&T Community Specialist 

New Member

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4 Messages

1 year ago

NO YOU DID NOT SOLVE THIS ISSUE!!! COULD NOT REPLY TO YOUR LAST STAT6EMENT BECAUCE IT STILL IS CRAPPY!! Download speeds occasionally reach 10 MB but upload speeds don't get above .07 MB and ping rates 95% of the time are above 1500. Have talked w/fixed tech rep via landline (the ONLY) thing reliable here as cell towers keep changing. He agreed IT IS NOT MY SIDE. He also said he had elevated the issue to his supervisors and called out tickets to check our tower and the entire system. He owes me an answer by COB FRI. If as usual ATT puts it off, I will put in a formal complaint to the FCC and the State Comm Authority. I pay for a minimum bandwidth of 10MB down and 1 MB up. Personally I believe ATT oversold it, does NOT maintain it and wants all to go to fiber. That would be good IF we in Rural areas could get fiber (it goes past us but is not feasible for ATT Bean Counters to provide it!!)

ACE - Expert

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35.6K Messages

1 year ago

What?  OH... you got the automated forum software saying that someone replied to your post and would you like to mark a solution.   That's the forum software's idea.  Not the AT&T tech.

Lacey says she sent you an invite to a Direct Message conversation.  Did you take her up on that?

Community Support

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232.3K Messages

1 year ago

We'd like a chance to help with your Fixed Wireless Internet, @ggalasso2.

 

Due to the nature of your concern, we'll need to speak privately. Check the Direct Message inbox in the top right corner of your screen. We've sent you another DM and look forward to speaking with you!

 

Lacey, AT&T Community Specialist 

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