DSL Disconnects Every Day, Multiple Times Per Day

Contributor

Re: DSL Disconnects Every Day, Multiple Times Per Day

well lucky for you i had same issue and tech came over and told me i was just out of range of the 6meg signal that id either have to downgrade to 3 meg or "Deal with it" way to go att your service is a pile of trash thanks for nothing

 

Message 16 of 37 (25,572 Views)
Contributor

Re: DSL Disconnects Every Day, Multiple Times Per Day

I have the same problem. Started 2 weeks ago. My dsl signal resets at least 6 to 10 times a day. I have called att 3 times today on my apple iPhone through which has service through ATT. The calls have dropped all 3 times, I have given my phone number to the reps to call me back and they never call me back.

 

I have done everything that is listed in this thread. Nothing works. when you consider I shell out over 150$ a month for internet and phone service and I can't even call ATT to resolve my issue because the ATT serive is so bad that it drops every call I make is beyond absurd.

 

Let it be known I also contacted the online chat agent and after 20 min. they said I need to call the same number that I have been disconetced from 3 times in order to resolve my issue.

 

The resetting of the connection multiple times a day is unnacpetable and is getting worse.

 

I will be taking my money elsewhere, and suggest you don't advertise you can provide 6mbps service when in fact you can not. If I marketed my self in such a manner I would be called a liar and a theif.

Message 17 of 37 (25,572 Views)
Employee

Re: DSL Disconnects Every Day, Multiple Times Per Day

Hello rbeats,
 
I apologize for the inconvenience that you are facing with this issue.
 
I would like to explain that the speed of the connection depends on many factors like heavy Internet usage or Internet traffic. If there is heavy Internet traffic, the speed will drop accordingly. When the Internet usage is low (during off peak hours) the speed will increase. It will never stay at the maximum value.
 
I would also like to mention that the inside phone wiring in your home may also cause intermittent loss of the DSL signal. Shorts, grounds, poor line quality, etc. can degrade the DSL signal. If the phone line and Internet is keep getting disconnect there are possibility that the filters that you are using to split your AT&T DSL and phone line is faulty filters. It is also possible that there are some issue with the phone line.
 
Hence, I would suggest you to try to replace the filter and monitor the connection, if the issue persists, contact AT&T Telco department, they will check your AT&T phone line.
 
If they declared that there is no issue with your phone line, it is recommended that you contact AT&T technical support at 1-877-722-3755 (open 24/7). If require they will call you back on your alternate number.

Remember to always mark items that you find useful as "Accepted Solutions”, you can even mark multiple
posts
in a single thread.  This will help other users find this information too!!

Employee Contributor*
*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.
Message 18 of 37 (25,572 Views)
Teacher

Re: DSL Disconnects Every Day, Multiple Times Per Day

Hi Penny,

I have had DSL from when it was sbcglobal.net, almost 10 years now and except for a 42 day outage involving a problem with the equipment in the local central office, it has worked very well. Thank you.

 

Now, however, I am seeing connections dropped just about every day, sometimes for minutes and sometimes for hours. The modem status lights don't always show a problem but then during my 42 day outage I showed green the entire time. The problem then was from the central office connection to the backbone site in Richardson so MY connection always displayed everything OK.

 

Now that AT&T is rushing to hook everyone up on UVerse I am seeing lots of repair truck activity AND dropped connections so I think the problems are not related to house wiring, interference, sunspots, etc.  I think the problem is one that AT&T is causing while trying to expand its coverage of UVerse.

 

Do you have any information (that you can share) if this is the case for the outages?

Thanks.

jim

Message 19 of 37 (25,572 Views)
Teacher

Re: DSL Disconnects Every Day, Multiple Times Per Day

Just a PS,

My connection dropped while sending this reply, it just came back on with no action from me. The modem status lights were green the entire time so the problem is located somewhere between my central office and the web.

jim

Message 20 of 37 (25,572 Views)
Employee

Re: DSL Disconnects Every Day, Multiple Times Per Day

[ Edited ]
Hello mckeownjd,
 
 
I truly appreciate that you took your valuable time to let us know that you are experiencing intermittent connection issue with your AT&T Internet services and please accept my sincere apologies for any inconvenience that you might have experienced.
  
If the Internet is working intermittently, it could be intermittent connection problem on your AT&T DSL line.
However, intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:

  • Cordless phones and other electronic devices are the most common cause of intermittent Internet connectivity issues. Cordless phone systems running at 2.4 GHz often run at the same frequency as your DSL modem or home networking router. If you are experiencing intermittent connectivity issues, you may need to replace your cordless phone with one that runs at a different frequency.
  • Large metal objects and electrical equipment such as televisions, home entertainment electronics, and microwaves can also cause interference. Try to keep your DSL modem and wireless home networking router away from these sources of electronic interference.
  • Check with your neighbor. You may both be running wireless networks at the same frequency. The solution may be as easy as changing the channel of your wireless router.
  • Physical obstructions such as walls, floors, home entertainment electronics, appliances and furniture can cause interference if the wireless signals have to pass through them. Move your DSL modem or wireless home networking router to another location so it isn't in the line-of-sight of these potential interference factors. Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:
  • Your phone jack may be defective or damaged. Try connecting the modem to a different phone jack, if possible. If the hiss and background noise is gone, the initial phone jack is defective and should be replaced.Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:
  • The RJ-11 phone cord that connects your modem to the phone jack may be damaged and need replacing. If your phone cord is over 14 feet long, the signal may be weakened sufficiently that it is intermittently lost.Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:
  • DSL filters are needed on all phone devices except the DSL modem. If you have more than one phone line entering your home, DSL filters should also be installed on the second line, even if it is not connected to your DSL equipment.
  • Phone ringing disconnects DSL service If your DSL service is disconnecting when your phone rings, you probably have a phone somewhere in the house/office that doesn't have a DSL filter installed between the phone and the wall jack. Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:
  • The inside phone wiring in your home may also cause intermittent loss of the DSL signal. Shorts, grounds, poor line quality, etc. can degrade the DSL signal.

After trying all the steps mentioned above, if the issue persists, please contact the AT&T eChat helpdesk by clicking the link below.

 

AT&T eChat Help Desk

Remember to always mark items that you find useful as "Accepted Solutions”, you can even mark multiple
posts
in a single thread.  This will help other users find this information too!!

Employee Contributor*
*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.
Message 21 of 37 (26,012 Views)
Teacher

Re: DSL Disconnects Every Day, Multiple Times Per Day

So, based on this reply, "Penny" is just a robotic script that cycles the same answers several times a day?

 

Is it just possible that the guys working in the CO or the techs working on installing UVerse throughout the neighborhood are causing the problems?

 

 

Message 22 of 37 (26,012 Views)
Employee

Re: DSL Disconnects Every Day, Multiple Times Per Day

Hello mckeownjd,


In order to get the status of your  AT&T DSL line, I would suggest you to contact AT&T eChat support, they will help you in resolving the intermittent connection issue that you are experiencing and if required, they will also perform sevaral line tests on your DSL line and provide the status of your DSL line.

Remember to always mark items that you find useful as "Accepted Solutions”, you can even mark multiple
posts
in a single thread.  This will help other users find this information too!!

Employee Contributor*
*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.
Message 23 of 37 (26,012 Views)
Contributor

Re: DSL Disconnects Every Day, Multiple Times Per Day

I, too, have been having frequent disconnects. I can go for a week without a problem and then 2-3 days in a row I'll get the random D/C. There's no rhyme or reason for it. It isn't EMI. It isn't bad filters, modem, etc. It's AT&T's terrible service. I've gone through the song and dance of contacting service reps - many times. I've had technicians come out multiple times. They've spent hours trying to diagnose the problem. None of them have been able to come up with an answer, so don't patronize me with, "It's probably EMI, filter, modem, cable, extra-terrestrials." It's trash service that I will drop the moment I'm able to. I promise, the second I am able to get cable internet will be the day AT&T gets the boot. I've never seen such shoddy service from any product in my life.
Message 24 of 37 (26,012 Views)
Teacher

Re: DSL Disconnects Every Day, Multiple Times Per Day

Hi,

I have done this in the past and it took 42 days to get them to replace a defective port card in the CO

Two different computers were tried, 

the modem was sent in under warranty and checked out fine,

the phone tech checked out the phone line as perfect,

 

I had green lights on the modem the whole time, the computer tech came out and was instructed my the idiot at NOC to try two (2) new modems, use a 3rd computer, even take the modem to the NID directly and everything was fine.    DSLReports (http://www.dslreports.com/) was a great help with advice and had the problem localized to the CO after only 2 days of discussion but I could not get AT&T to look at the CO.

 

AT&T needs to listen to its customers, some of whom are very knowledgeable about web problems.  In my case, the disconnects that I see only happen during regular business hours, 8AM to 5PM, when the techs are working at expanding the UVerse availability in our area.  Is it just not possible for someone to check on this as a factor?  My CO is FTWOTXAX if that helps.

 

Message 25 of 37 (26,012 Views)
Employee

Re: DSL Disconnects Every Day, Multiple Times Per Day

Hello mckeownjd,
 
In order to check your AT&T DSL line, AT&T tech support need to perform several line tests, hence, it is recommended that you contact AT&T technical support. You may also contact AT&T voice support at 1-877-722-3755 (open 24/7).

Remember to always mark items that you find useful as "Accepted Solutions”, you can even mark multiple
posts
in a single thread.  This will help other users find this information too!!

Employee Contributor*
*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.
Message 26 of 37 (26,012 Views)
Former Moderator

Re: DSL Disconnects Every Day, Multiple Times Per Day

Hello noyb,

Thank you for contacting us through the forums. I hear you and I sincerely apologize for this. I understand the frustrations you have about this predicament and the whole run around. You might not agree with me but this is not within the norm in At&t, yet we are always here for you if you give us another chance to fix it. As for intermittent and unstable connection, we all know the list is endless on what the reason could be, but you can always call us here and even ask for a higher level of support so that we can do additional tests and further assessment on the problem.

Should you need further help regarding your post, please feel free to reply on this thread or you may call our Technical Support Helpdesk. You may reach them at 1 888 321 2375 if you are from these states - KY, TN, NC, SC, LA, MS, AL, GA, FL; and 1 877 722 3755 if you are located in CA, NV, KS, MO, OK, AR, TX, WI, MI, IL, IN, OH, CT.

Remember to always mark items that you find useful as "Accepted Solutions”, you can even mark multiple
posts
in a single thread.  This will help other users find this information too!!

Message 27 of 37 (26,012 Views)
Contributor

Re: DSL Disconnects Every Day, Multiple Times Per Day

I am so glad to know that I am not alone on this issue! I thought it was just me the way customer service was talking and treating me! I have had issues with my internet going up and down for the last three weeks or so!! It is driving me insane because I am an independent contracter that requires internet and phone service to operate my business. This is a new business I started a couple weeks ago at night as a second job. Before this I simply had a direct connection to dsl (no phone line). My internet would go down around 8:30pm each night and go up and down and stay down until very late - I got fed up trying to fix it and would go to bed!! I finally called tech support after about a week of this. They had me go through the same routine of unplug this, type that, plug this, "what lights do you see now?" deals. They said they needed to send a tech out to check my lines - mind you this is a Saturday night. Sunday comes and no tech comes out. I get no phone call on the status. I call tech support and they tell me that the ticket is still open and that they are out there right now working on the lines. It was after 9:00PM. I do not have fool written across my forhead. The issue was never fixed. I thought maybe if I go ahead and get home phone service which I would need anyway for my business then maybe the issue would be resolved. I got a new modem, new filters, new phone, NEW EVERYTHING! A technician was kind enough to even come in and set it all up for me!!

 

Guess what everyone!? SAME ISSUES!! EVERY NIGHT between 8:30 PM and Midnight my internet is up and down. My BRAND NEW 2WIRE GATEWAY FROM AT&T keeps resetting on and off. This is really effecting my work and not to mention my classwork since I do take courses online!! All the possible issues do not apply - I have a DECT 6.0 technolgy phone, new wires, no metal furniture, new modem - new EVERYTHING - INCLUDING NEW WIRING that was put in and burried under ground by AT&T TECHS WHEN WE FIRST MOVED IN!!!

 

AT&T GET IT TOGETHER!!!!!!!!!!!!

Message 28 of 37 (26,012 Views)
Highlighted
Contributor

Re: DSL Disconnects Every Day, Multiple Times Per Day

I am also experiencing multiple connection failures each day.  When the connection fails my Siemens SpeedStream 4100 modem has all the right lights on to indicate everything is fine with the AT&T to modem side of the connection (four with PPPoE run through the modem & three with the computer handling the PPPoE).  When the problem occurs, all the lights that are supposed to be steady and always on are on but, the activity light (which when the connection is working correctly blinks from time to time) is off.  Also when this interruption occurs I have tried to access the modem using the address "http://192.168.0.1/", the web browser indicates the page cannot be found.  I have checked the SN Margin (dB) & Line Attenuation (dB) when the connection is functioning correctly & they are ~12 dB & ~42 dB respectively.  This, along with no indication on the phone line of any staticy noise, would cause me to think the quality of my connection with AT&T's network is at worst sufficient for normal functionality and as such does not stand out as the cause of the problem.  It is of course completely sufficient as long as the connection lasts (which is usually many hours) but, something is causing a problem several times a day.  I also have few (less than 10) CRC errors indicated on the modem's "Statistics" web interface page whenever I check it (which thanks to this connection problem is now far too often for my liking!).  If it is on the AT&T side of things & not a problem with the modem then it only happens once every 4-9 hours or so, it definitely doesn't occur on a minute by minute basis.

 

                So, I suppose it is off to Level 1 customer service before I get to somebody that can figure out that yes indeed my problem is beyond the level of an inexperienced user and they had better try to figure out what the problem is.  I don't mean anything against basic customer service, they have to check to make sure it isn't a basic problem, but if the other testaments on this thread are any indication my problem has a possibility of being something that is going to take even Level 2 customer support a while to Seek & Destroy.  Wish me luck (hey, maybe it's just a dilapidated modem and the checklist policy recommendation of a new one will in fact fix everything...here is to hoping).

Message 29 of 37 (26,012 Views)
Employee

Re: DSL Disconnects Every Day, Multiple Times Per Day

Dear members,
 
Please accept my sincere apologies for any inconvenience that you are experiencing with intermittent connection issue.
 
If you have already tried all the troubleshooting steps to resolve intermittent connection issue and still experiencing the same problem, I would suggest you to contact AT&T Technical voice help desk at 1-877-722-3755 (open 24/7) and troubleshoot according to their recommendation, they will also run several tests on your AT&T DSL line and will help you accordingly, if require they will escalate this issue to Tier 2 support.

Remember to always mark items that you find useful as "Accepted Solutions”, you can even mark multiple
posts
in a single thread.  This will help other users find this information too!!

Employee Contributor*
*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.
Message 30 of 37 (26,012 Views)