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I DO NOT LIKE MY AT&T DSL SERVICE!!

Contributor

I DO NOT LIKE MY AT&T DSL SERVICE!!

I have used cable internet for several years. I have decided to switch from cable to DirectTV and in turn I switched my internet service to AT&T DSL. I have had it for three weeks now and I do believe that my service is down more than it is running!! I call every time my modem light turns red, and the automated message tells me that service is down in my area. Does anyone else have as many problems as I do? I am thinking about deducting from my bill for every day that I am down!

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Message 1 of 39
Contributor

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!

I like my DSL when it is actually working. It used to go out like this 3 times a week (everytime it goes out I give up on calling them and let it fix itself; usually a day and it's back). So with only 4 usable days out of the week with internet, that's pretty lame. I gave up on calling tech support because there is usually nothing they can do. They will always have me on the phone for at least an hour and tell me to do the same retarded stuff - reset modem, do this, unplug this, do that, same order, same result (nothing happens). I keep telling them the problem is somewhere between the ATM in the neighborhood and the login to the DNS (I am not stupid, but talking to a stupid person on the phone makes me angry). So, usually the problem consists of the modem suddenly losing contact with the DNS/Login server. I notice when this usually happens, my land line phone stops working (no dial tone, cant make or take calls etc). Usually I can piggy back on my neighbor's cable wifi and issue an online repair ticket. They usually have the phone fixed in a matter of hours, but the internet isn't usually restored with it. I am on their internet right now because low and behold my internet is down (no surprise). This time it has been down for 3 days and counting. I refuse to call tech support to waste 4 hours with them with no result. So ATT, here's a suggestion. FIND OUT THE PROBLEM! The problem usually consists of the modem etc working perfectly fine. The modem will usually stay synced up just fine. The problem is when it tries to login with the user/pass because it effectively can't even find or talk to the login server. I am surprised that you guys don't have a program/sensor system that monitors our dsl lines (your valued customers?) for when suddenly a bunch of us log off or stop responding to the DNS/Login server and not log back in (usually centered and localized within a neighborhood or sub division). How do I know it is localized in certain areas you ask? Well I have a business about 3 miles from here (yes it has a business account). Anytime the house has a problem with internet, I can drive over to the office to check on the internet to find it working. I usually have internet logs for both to compare and isolate the problem a bit more. The office and the house usually connect to the same DNS server (same IP). When one is down, the other is still connected to the very same DNS to begin with. This means I can rule out the DNS server. That means it is something before hand, the login mechanism between the neighborhood fiber to the central office! (ATM?) This means the link between the neighborhood to the central office is either broken (highly unlikely since it happens every other day) OR the **bleep** box needs some hardware in the neighborhood receptical needs replacing due to freezing/fried. Whatever it may be, ATT you need to get on the ball with this. It happens everywhere and all the **bleep** time. Online repair ticket doesn't let us enter a ticket in for it and points us to 'trouble shooting methods' instead. Let us enter online tickets for internet so a tech can check it out when he isn't busy sabotaging the lines. I am almost ready for cable again, slower but stable.
Message 16 of 39

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!

Let me toss in a couple of points... I support a bunch of home users on both cable and DSL...both have their problems... DSL is distance limited to about 18,000 ft...depending on the condition of the wires ...your particular location may be restricted to 14,000 ft... If you call ATT support and you don;t like or can't understand the person...DEMAND to be switched to LEVEL 2 support... They may not want to do this, but INSIST on it...This will get you an American on American soil that knows what the hell is going on...Remember, the first level of support, these people work off step-by-step pages of troubleshooting...their knowledge is generally pretty thin... Sometimes the wires to your demarc need to be "reconnected" or maybe a wire got crossed...Have the ATT support people set up a visit with an ATT lineman, then get a confirming phone number and the ticket number...this gives you something to follow up with...
Message 17 of 39
Contributor

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!

In my case the copper phone lines in my neighborhood were decaying to where our phone lines would go dead about every six months. The line tech had to switch out cable pairs on the poles to reestablish service. I had very slow DSL service. ATT eventually recognized the problem and had to connect my phone lines to the nearest fiber-optic junction three blocks away. Now I have moderately fast DSL with no phone line problems. Many problems are with decaying or improperly installed equipment outside your property.
Message 18 of 39
Contributor

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!

I think this is our problem. We got a tech out to our house and "fixed" something on the line. We have found when our light flashes red we hook up a spare telephone then take it off the hook and the modem light turns green. I think the telephone acts like another filter. This is very annoying as you cannot telephone us. I wish we could get a fiber-optic line. Our telephone line becomes so fuzzy at times we have to call on the cell phone. I wish At&t would work harder on service.
Message 19 of 39
Employee

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!


35Rasp wrote:
I think this is our problem. We got a tech out to our house and "fixed" something on the line. We have found when our light flashes red we hook up a spare telephone then take it off the hook and the modem light turns green. I think the telephone acts like another filter. This is very annoying as you cannot telephone us. I wish we could get a fiber-optic line. Our telephone line becomes so fuzzy at times we have to call on the cell phone. I wish At&t would work harder on service.

hmmmm, that sounds like something is not filtered, does the "fuzzy" go away when the modem is off?
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 20 of 39
Contributor

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!

No, I hate this service and I have been with ATT for amost 10 years now. Currently I am unable to access the internet. This happens every 3 months and I go through the same round of troubleshooting each time. No I have not changed anything, no I have not added a fax machine, no I do not have anything else going on other than I shut off my computer at night and went to bed, only to wake up and try to log on and be told that the remote computer did not respond. This has been happening off and on for 2 years and I am sick of it. Right now they are trying to call the phone company - for what? Nothing has changed except with ATT. If you do not offer the DSL service in the area and you cannot support it and fix it - then let me save my $50 a month or use it with some other reliable provider.
Message 21 of 39
Employee

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!


muffinmom wrote:
No, I hate this service and I have been with ATT for amost 10 years now. Currently I am unable to access the internet. This happens every 3 months and I go through the same round of troubleshooting each time. No I have not changed anything, no I have not added a fax machine, no I do not have anything else going on other than I shut off my computer at night and went to bed, only to wake up and try to log on and be told that the remote computer did not respond. This has been happening off and on for 2 years and I am sick of it. Right now they are trying to call the phone company - for what? Nothing has changed except with ATT. If you do not offer the DSL service in the area and you cannot support it and fix it - then let me save my $50 a month or use it with some other reliable provider.
call the 877-722-3755 number and just say "disconnect service" Wouldn't that be just easier? seems like your mind is made up already.
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 22 of 39
Contributor

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!

David you must work for the company - if you did you should be concerned as to why there are so many complaints with the same service and it is basically the same complaint - it seems like the powers that be should be reading all of this and saying to themselves - Houston we have a problem.
Message 23 of 39
Employee

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!

Well sometimes it's better to give up than fight. I am not going to fight you on the issue. IIf you want my help that's fine. If you don't and just want to rant about it, hey that's ok too. I was emphasizing that there is choices out there. I have given up trying to fight some people, it's just better to let them die in their own frustration. Some people that I have had contact me just rant to do exactly that... just rant.

last one I had didn't even have DSL and he was ranting get this.... from a @rr.com mailbox.
The big question I had was "If you don't even have DSL, why rant about something you don't have?"
I digress none the less.
If you click on my name or see at the end of this message it should pull up my profile. If you want my help that's fine, if you don't that's fine as well. My point (although my typing is sometimes worse than my talking) is you have options out there and do what you see fit.
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 24 of 39
Contributor

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!

the telephone line is fuzzy with the modem off - it happened again with the California rains-- I called at&t -on line for over 45 minutes-- they agreed something wrong- will send a tech to check the line- We have a filter on the telephone- that's the first thing the tech check when he came to the house- It's so frustrating to loose connection-
Message 25 of 39

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!

Yes!!! i have been having the same problem with my DSL service. When I first got the service I had no problems at all, but recently my connection drops ALL OF THE TIME. It drops while I'm surfing, downloading, or playing games and it is very aggravating. Sometimes it drops for 2-5 mins, sometimes it drops for hours, either way that's not what I'm paying for and it's unacceptable. You can't send AT&T any emails regarding this issue (I've tried, they set up their site so it sends you in circles and you can't email them). Calling is no help, you are connected to a tech with absolutely no answers or no solution, they just keep you on the phone until it eventually comes back by itself (after an hour sometimes) making them believe they actually did something by making you reset the modem a dozen times. I'm so close to switching to cable, but I heard the grass isn't any greener over there either. I'm just left at the mercy of these ISP's. I better send this message before my connection drops again.
Message 26 of 39
Employee

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!


blksentra2 wrote:
Yes!!! i have been having the same problem with my DSL service. When I first got the service I had no problems at all, but recently my connection drops ALL OF THE TIME. It drops while I'm surfing, downloading, or playing games and it is very aggravating. Sometimes it drops for 2-5 mins, sometimes it drops for hours, either way that's not what I'm paying for and it's unacceptable. You can't send AT&T any emails regarding this issue (I've tried, they set up their site so it sends you in circles and you can't email them). Calling is no help, you are connected to a tech with absolutely no answers or no solution, they just keep you on the phone until it eventually comes back by itself (after an hour sometimes) making them believe they actually did something by making you reset the modem a dozen times. I'm so close to switching to cable, but I heard the grass isn't any greener over there either. I'm just left at the mercy of these ISP's. I better send this message before my connection drops again.

what light is going out? dsl or internet?
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 27 of 39
Employee

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!


35Rasp wrote:
the telephone line is fuzzy with the modem off - it happened again with the California rains-- I called at&t -on line for over 45 minutes-- they agreed something wrong- will send a tech to check the line- We have a filter on the telephone- that's the first thing the tech check when he came to the house- It's so frustrating to loose connection-

if the phone line has static or any buzz on it with the DSL modem off, that's a phone line problem plain and simple. you can even file those reports online at http://www.att.com/repair you don't even have to call them to file it online!
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 28 of 39

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!

The "internet" light goes out, stays out for 5 mins or more, sometimes turns red, and then connection is restored after a few minutes. It interupts downloads, uploads, surfing, gaming, and anything else that requires a connection. This is really irritating because you can't send the company and emails regarding the problem, when you call once you finally get a hold of someone, they assume it's your system or modem that's screwed up and do nothing other than stay on the phone until it comes back anyway. This has always happened, but the connection drops were few and far between (like maybe once a month). I read somewhere that these problems arose once AT&T teamed up with Yahoo, and now that I think about it, when they teamed up this issue only got 100 times worse than at first. Now it happens at least 20-30 times A DAY.
Message 29 of 39
Highlighted
Employee

Re: I DO NOT LIKE MY AT&T DSL SERVICE!!

1. ) Ok, so just the "internet" light goes out? If yes and it's the only one proceed to next question.

2.) Do you have a 3rd party router such as but not limited to (linksys, dlink, netgear, etc., etc.) ?

3.) Does the router do DHCP to your DSL modem or PPPoE?
4.) If you answered with "PPPoE" change your router to DHCP (Note: if still dropping or you are already set to DHCP on PC or router do the following)
5.) Proceed with option1,
========OPTION 1============
a.) login to modem's IP address (this should be located with the paperwork or is typically the gateway IP when running "IPconfig" from a XP/Vista/& machine.
b.) In your browser put in the following "http://(gatewayIP)/" then press "enter" (note: this may be either a 192.168.1.254 or a 192.168.1.1 or some variation of that number)
-note: You may need the keycode off the bottom of the modem to make these changes. c.) this should bring up the modem's GUI page.
d.) on the left hand side there is 4-5 blue buttons, press the one that says "Advanced"
e.) when the mini-menu pops up (should be 8-9 new features you can choose) click on "Connection configuration"
f.) On that page change the following" Connection type" to "always attempt to connect"
g.) at the bottom of the page choose "Yes, use public IP address"
h.) press "save" (at this time the modem should ask you about restarting, click ok to do this)


======================OPTION 2====================================

a.) login to modem's IP address (this should be located with the paperwork or is typically the gateway IP when running "IPconfig" from a XP/Vista/& machine.
b.) In your browser put in the following "http://(gatewayIP)/" then press "enter"
-note: You may need the keycode off the bottom of the modem to make these changes. c.) this should bring up the modem's GUI page.
d.) on the left hand side there is 4-5 blue buttons, press the one that says "Advanced"
E.) go to "ppp location"
f.) select "Bridged Mode (PPPoE is not used). This mode must be used if you are connecting to a non-PPPoE network. Selecting this mode will cause the modem to automatically restart."
g.) select "save"
h.) modem will require a reboot after this


Final notes for this mode: This mode will render the modem's GUI to be non responsive. The modem becomes just that a dumb modem. Set your 3rd party router to do the PPPoE authentication and enjoy. Now your router will be responsible for your connection, and the modem will just be responsible for sync.

To enable your old interface back press the "reset" (pinhole) button on the back of the modem.
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 39
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