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Internet going out every 5-15 minutes.

Contributor

Internet going out every 5-15 minutes.

I live in the Chicagoland area, and a couple of days ago, we had a rather severe storm. The next day, I was playing an online game, and noticed I was disconnecting a lot. Ocassionally other players experience disconnects, and I at first thought nothing of it. Then, I noticed my internet was cutting out as I was surfing the web, and discovered the problem had to lie with my internet connection.

 

The internet runs at regular speed when it's up. So, I am not getting a slow connection or anything, just sporadic cuts. They happen every 5-15 minutes.

 

The router is connected to my step-father's computer in our basement, and because I am not allowed on that machine, I can't easily monitor the router to see if any lights are changing color, blinking, or going out.

 

I am not connected wirelessly, and therefore there isn't a whole lot that could be interfering with the connection, since my computer is corded to the router.

 

We have never had this sort of problem before. Please help.

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Message 1 of 6
Contributor

Re: Internet going out every 5-15 minutes.

Ours has done that sporatically since we got AT&T's DSL service several years ago. Calling tech support has gotten us no where in resolving the issue. Lately, the problem has seemed to have gotten worse. I ran ping plotter several times, pinging a game server in Texas and found that nearly all the hops were thru AT&T servers. Several of them had major packet loss issues at different times. I have hours of data collected thru PingPlotter as well as several speed and latency test websites, all of which indicate that the problem is not internal to my home, but rather with AT&T's DSL network. I have attached this afternoon's data from Pingplotter which shows an hour window of constant disconnects.

 

Message 2 of 6
Employee

Re: Internet going out every 5-15 minutes.

Hello Paleozoic,


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.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.
   
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 intermittent connection issue persist, please contact the AT&T Technical voice helpdesk at 1-877-722-3755, they will perform a line test on your AT&T DSL line and if require they will send an engineer to check the status.

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 3 of 6
Contributor

Re: Internet going out every 5-15 minutes.

Penny, I've read this forum enough times to know that's a canned answer...but to address it..again...

 

AT&T's field service people have been to my home and checked all that themselves, many times over the course of several years, and found NOTHING in our home to be causing the issues we have. And they have verified that there is SOME problem but were unable to pinpoint it from the field (our home). We live in a somewhat remote area and said that the problem POSSIBLY could be the lines from outside our house to the central hub or location and that AT&T would have to look into it. This has, to my knowledge, never happened. It's also obvious that you (or anyone else on your staff, provided you aren't a response bot) did not look at the image I attached which clearly shows that the ping rates between ALL the AT&T hubs is sporadic...which would have NOTHING to do with anything in my home.

 

And to be clear, we don't have the intermittent connection issues all the time, usually just during weather changes and storms, and its happening right now. STOP giving the canned answer, and have someone check the network's systems and lines...that's where you will most likely find the issue. And it wouldn't surprise me to find that AT&T's bandwidth is maxed, possibly even from Uverse, which could be causing the network hubs to have high pings and disconnects.

 

To say the least, my family and I are extremely dissatisfied with AT&T's response to our repeated network issues, and once a new ISP provider reaches our area, you can be certain we will be dropping AT&T DSL.

Message 4 of 6
Employee

Re: Internet going out every 5-15 minutes.

Hello Zellys,
  

 

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.


Intermittent loss of you connection to the Internet is often caused by electronic or physical interference.If you already trying all the steps mentioned above in the thread, it is recommended that you contact AT&T technical voice help desk at 1-877-722-3755 (open 24/7), they will perform a line test on your AT&T DSL line and if require they will send an engineer to check the status.

 

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 5 of 6
Highlighted
Tutor

Re: Internet going out every 5-15 minutes.

[Keep It Courteous]

 

I've got the same problem.  ATT obviously knows a lot of us are having this problem, and will do nothing about it.  I am VERY unhappy with ATT, on so many levels

Message 6 of 6
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