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Posted Sep 11, 2010
6:57:03 AM
Problems with exceptional high ping times, new customer, about to cancel

Hi,

 

New ATT Direct DSL customer here. I am not pleased with the DSL service at all. I have been having exceptional high ping times to google.com.

 

What I have done:

 

1. Rebooted CPE DSL modem multiple times.

2. Changed out DSL line from modem to wall jack.

3. Upgraded DSL modem firmware.

4. Rebooted my PC multiple times

5. I have disabled my SEP (Symantec Endpoint Protection) software and tested.

6. I do not have a DSL filter as I do not have phone service.

 

I have a wireless router in my house. I then attempted the following configuration:

 

1.  Put DSL modem in "bridge" mode

2. I configured my wireless router to do the PPoE login.

 

Nothing changes,

 

I then connected my pc directly to my DSL modem, still, nothing changs,

 

Here is my ping report to google.com

 

Reply from 74.125.45.104: bytes=32 time=269ms TTL=50
Reply from 74.125.45.104: bytes=32 time=293ms TTL=50
Reply from 74.125.45.104: bytes=32 time=330ms TTL=50
Reply from 74.125.45.104: bytes=32 time=114ms TTL=50
Reply from 74.125.45.104: bytes=32 time=134ms TTL=50
Reply from 74.125.45.104: bytes=32 time=395ms TTL=50
Reply from 74.125.45.104: bytes=32 time=25ms TTL=50
Reply from 74.125.45.104: bytes=32 time=325ms TTL=50
Reply from 74.125.45.104: bytes=32 time=214ms TTL=50
Reply from 74.125.45.104: bytes=32 time=321ms TTL=50
Reply from 74.125.45.104: bytes=32 time=111ms TTL=50
Reply from 74.125.45.104: bytes=32 time=97ms TTL=50
Reply from 74.125.45.104: bytes=32 time=370ms TTL=50
Reply from 74.125.45.104: bytes=32 time=316ms TTL=50
Reply from 74.125.45.104: bytes=32 time=334ms TTL=50
Reply from 74.125.45.104: bytes=32 time=168ms TTL=50
Reply from 74.125.45.104: bytes=32 time=123ms TTL=50
Reply from 74.125.45.104: bytes=32 time=207ms TTL=50
Reply from 74.125.45.104: bytes=32 time=289ms TTL=50
Reply from 74.125.45.104: bytes=32 time=124ms TTL=50
Request timed out.
Reply from 74.125.45.104: bytes=32 time=246ms TTL=50
Reply from 74.125.45.104: bytes=32 time=174ms TTL=50
Reply from 74.125.45.104: bytes=32 time=82ms TTL=50
Reply from 74.125.45.104: bytes=32 time=26ms TTL=50
Reply from 74.125.45.104: bytes=32 time=220ms TTL=50
Reply from 74.125.45.104: bytes=32 time=64ms TTL=50
Reply from 74.125.45.104: bytes=32 time=114ms TTL=50
Reply from 74.125.45.104: bytes=32 time=70ms TTL=50
Reply from 74.125.45.104: bytes=32 time=69ms TTL=50
Reply from 74.125.45.104: bytes=32 time=87ms TTL=50
Reply from 74.125.45.104: bytes=32 time=191ms TTL=50
Reply from 74.125.45.104: bytes=32 time=89ms TTL=50
Reply from 74.125.45.104: bytes=32 time=26ms TTL=50
Reply from 74.125.45.104: bytes=32 time=145ms TTL=50
Reply from 74.125.45.104: bytes=32 time=14ms TTL=50
Reply from 74.125.45.104: bytes=32 time=155ms TTL=50
Request timed out.

 

This is the erractic ping times I am talking about. While it may not seem a lot to you guys, it's a lot when you play online MMO games and the connection is worse then Clear's 4G wireless, which I have to say, is more stable then your DSL service atm.

 

I called tech support and was walked through rebooting my modem, booting my pc into safe mode and running a speedtest from speedtest.net.

 

The speedtest thing is a joke really. I would hope that ATT would train thier techs a bit better then this. Fast download throughput have nothing to do with crappy response times.

 

Sometimes, the response times are ok, as I can show below,

 

Reply from 74.125.45.104: bytes=32 time=51ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=56ms TTL=50
Reply from 74.125.45.104: bytes=32 time=68ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=10ms TTL=50
Reply from 74.125.45.104: bytes=32 time=68ms TTL=50
Reply from 74.125.45.104: bytes=32 time=88ms TTL=50
Reply from 74.125.45.104: bytes=32 time=38ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=10ms TTL=50
Reply from 74.125.45.104: bytes=32 time=27ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=123ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=151ms TTL=50

 

Most of the time, it is garbage though. The phone number associated with this account is: *personal information removed for safety*

 

Here is my modem line attenuation/etc,

 

  To Modem To Internet
Max Allowed Speed (kbps) 8128 512
SN Margin (dB) 12.5 -
Line Attenuation (dB) 22.0 -
Loss of Signal 0 -
Loss of Frame 0 0
CRC Errors 12

2

Hi,

 

New ATT Direct DSL customer here. I am not pleased with the DSL service at all. I have been having exceptional high ping times to google.com.

 

What I have done:

 

1. Rebooted CPE DSL modem multiple times.

2. Changed out DSL line from modem to wall jack.

3. Upgraded DSL modem firmware.

4. Rebooted my PC multiple times

5. I have disabled my SEP (Symantec Endpoint Protection) software and tested.

6. I do not have a DSL filter as I do not have phone service.

 

I have a wireless router in my house. I then attempted the following configuration:

 

1.  Put DSL modem in "bridge" mode

2. I configured my wireless router to do the PPoE login.

 

Nothing changes,

 

I then connected my pc directly to my DSL modem, still, nothing changs,

 

Here is my ping report to google.com

 

Reply from 74.125.45.104: bytes=32 time=269ms TTL=50
Reply from 74.125.45.104: bytes=32 time=293ms TTL=50
Reply from 74.125.45.104: bytes=32 time=330ms TTL=50
Reply from 74.125.45.104: bytes=32 time=114ms TTL=50
Reply from 74.125.45.104: bytes=32 time=134ms TTL=50
Reply from 74.125.45.104: bytes=32 time=395ms TTL=50
Reply from 74.125.45.104: bytes=32 time=25ms TTL=50
Reply from 74.125.45.104: bytes=32 time=325ms TTL=50
Reply from 74.125.45.104: bytes=32 time=214ms TTL=50
Reply from 74.125.45.104: bytes=32 time=321ms TTL=50
Reply from 74.125.45.104: bytes=32 time=111ms TTL=50
Reply from 74.125.45.104: bytes=32 time=97ms TTL=50
Reply from 74.125.45.104: bytes=32 time=370ms TTL=50
Reply from 74.125.45.104: bytes=32 time=316ms TTL=50
Reply from 74.125.45.104: bytes=32 time=334ms TTL=50
Reply from 74.125.45.104: bytes=32 time=168ms TTL=50
Reply from 74.125.45.104: bytes=32 time=123ms TTL=50
Reply from 74.125.45.104: bytes=32 time=207ms TTL=50
Reply from 74.125.45.104: bytes=32 time=289ms TTL=50
Reply from 74.125.45.104: bytes=32 time=124ms TTL=50
Request timed out.
Reply from 74.125.45.104: bytes=32 time=246ms TTL=50
Reply from 74.125.45.104: bytes=32 time=174ms TTL=50
Reply from 74.125.45.104: bytes=32 time=82ms TTL=50
Reply from 74.125.45.104: bytes=32 time=26ms TTL=50
Reply from 74.125.45.104: bytes=32 time=220ms TTL=50
Reply from 74.125.45.104: bytes=32 time=64ms TTL=50
Reply from 74.125.45.104: bytes=32 time=114ms TTL=50
Reply from 74.125.45.104: bytes=32 time=70ms TTL=50
Reply from 74.125.45.104: bytes=32 time=69ms TTL=50
Reply from 74.125.45.104: bytes=32 time=87ms TTL=50
Reply from 74.125.45.104: bytes=32 time=191ms TTL=50
Reply from 74.125.45.104: bytes=32 time=89ms TTL=50
Reply from 74.125.45.104: bytes=32 time=26ms TTL=50
Reply from 74.125.45.104: bytes=32 time=145ms TTL=50
Reply from 74.125.45.104: bytes=32 time=14ms TTL=50
Reply from 74.125.45.104: bytes=32 time=155ms TTL=50
Request timed out.

 

This is the erractic ping times I am talking about. While it may not seem a lot to you guys, it's a lot when you play online MMO games and the connection is worse then Clear's 4G wireless, which I have to say, is more stable then your DSL service atm.

 

I called tech support and was walked through rebooting my modem, booting my pc into safe mode and running a speedtest from speedtest.net.

 

The speedtest thing is a joke really. I would hope that ATT would train thier techs a bit better then this. Fast download throughput have nothing to do with crappy response times.

 

Sometimes, the response times are ok, as I can show below,

 

Reply from 74.125.45.104: bytes=32 time=51ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=56ms TTL=50
Reply from 74.125.45.104: bytes=32 time=68ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=10ms TTL=50
Reply from 74.125.45.104: bytes=32 time=68ms TTL=50
Reply from 74.125.45.104: bytes=32 time=88ms TTL=50
Reply from 74.125.45.104: bytes=32 time=38ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=10ms TTL=50
Reply from 74.125.45.104: bytes=32 time=27ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=123ms TTL=50
Reply from 74.125.45.104: bytes=32 time=11ms TTL=50
Reply from 74.125.45.104: bytes=32 time=151ms TTL=50

 

Most of the time, it is garbage though. The phone number associated with this account is: *personal information removed for safety*

 

Here is my modem line attenuation/etc,

 

  To Modem To Internet
Max Allowed Speed (kbps) 8128 512
SN Margin (dB) 12.5 -
Line Attenuation (dB) 22.0 -
Loss of Signal 0 -
Loss of Frame 0 0
CRC Errors 12

2

Problems with exceptional high ping times, new customer, about to cancel

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Sep 11, 2010 12:12:22 PM
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And it continues.....

 

 

Reply from 74.125.45.147: bytes=32 time=78ms TTL=51
Reply from 74.125.45.147: bytes=32 time=135ms TTL=51
Reply from 74.125.45.147: bytes=32 time=144ms TTL=51
Reply from 74.125.45.147: bytes=32 time=98ms TTL=51
Reply from 74.125.45.147: bytes=32 time=16ms TTL=51
Reply from 74.125.45.147: bytes=32 time=159ms TTL=51
Reply from 74.125.45.147: bytes=32 time=240ms TTL=51
Reply from 74.125.45.147: bytes=32 time=271ms TTL=51
Reply from 74.125.45.147: bytes=32 time=379ms TTL=51
Reply from 74.125.45.147: bytes=32 time=293ms TTL=51
Reply from 74.125.45.147: bytes=32 time=222ms TTL=51
Reply from 74.125.45.147: bytes=32 time=245ms TTL=51
Reply from 74.125.45.147: bytes=32 time=268ms TTL=51
Reply from 74.125.45.147: bytes=32 time=332ms TTL=51
Reply from 74.125.45.147: bytes=32 time=270ms TTL=51
Reply from 74.125.45.147: bytes=32 time=94ms TTL=51
Reply from 74.125.45.147: bytes=32 time=237ms TTL=51
Reply from 74.125.45.147: bytes=32 time=253ms TTL=51
Reply from 74.125.45.147: bytes=32 time=416ms TTL=51
Reply from 74.125.45.147: bytes=32 time=45ms TTL=51
Reply from 74.125.45.147: bytes=32 time=17ms TTL=51
Reply from 74.125.45.147: bytes=32 time=111ms TTL=51
Reply from 74.125.45.147: bytes=32 time=156ms TTL=51
Reply from 74.125.45.147: bytes=32 time=133ms TTL=51
Reply from 74.125.45.147: bytes=32 time=116ms TTL=51

Ping statistics for 74.125.45.147:
    Packets: Sent = 778, Received = 773, Lost = 5 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 12ms, Maximum = 521ms, Average = 146ms

And it continues.....

 

 

Reply from 74.125.45.147: bytes=32 time=78ms TTL=51
Reply from 74.125.45.147: bytes=32 time=135ms TTL=51
Reply from 74.125.45.147: bytes=32 time=144ms TTL=51
Reply from 74.125.45.147: bytes=32 time=98ms TTL=51
Reply from 74.125.45.147: bytes=32 time=16ms TTL=51
Reply from 74.125.45.147: bytes=32 time=159ms TTL=51
Reply from 74.125.45.147: bytes=32 time=240ms TTL=51
Reply from 74.125.45.147: bytes=32 time=271ms TTL=51
Reply from 74.125.45.147: bytes=32 time=379ms TTL=51
Reply from 74.125.45.147: bytes=32 time=293ms TTL=51
Reply from 74.125.45.147: bytes=32 time=222ms TTL=51
Reply from 74.125.45.147: bytes=32 time=245ms TTL=51
Reply from 74.125.45.147: bytes=32 time=268ms TTL=51
Reply from 74.125.45.147: bytes=32 time=332ms TTL=51
Reply from 74.125.45.147: bytes=32 time=270ms TTL=51
Reply from 74.125.45.147: bytes=32 time=94ms TTL=51
Reply from 74.125.45.147: bytes=32 time=237ms TTL=51
Reply from 74.125.45.147: bytes=32 time=253ms TTL=51
Reply from 74.125.45.147: bytes=32 time=416ms TTL=51
Reply from 74.125.45.147: bytes=32 time=45ms TTL=51
Reply from 74.125.45.147: bytes=32 time=17ms TTL=51
Reply from 74.125.45.147: bytes=32 time=111ms TTL=51
Reply from 74.125.45.147: bytes=32 time=156ms TTL=51
Reply from 74.125.45.147: bytes=32 time=133ms TTL=51
Reply from 74.125.45.147: bytes=32 time=116ms TTL=51

Ping statistics for 74.125.45.147:
    Packets: Sent = 778, Received = 773, Lost = 5 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 12ms, Maximum = 521ms, Average = 146ms

Re: Problems with exceptional high ping times, new customer, about to cancel

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Sep 11, 2010 12:42:38 PM
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So I decided to do some digging, I fired up Wireshark and started sniffing,

 

I find ipv6 advertisements coming from a router that is outside of my house, so I googled "ipv6 causing slow internet speeds".

 

Much to my amaze, I found some posts about it and the suggestion was to turn it off on the pc. In Windows Vista and Windows 7,  ipv6 support is ON my default.

 

I disabled it and started watching my ping times again, much to my amaze, my ping times are more what I would have expected.

 

<a href="http://www.speedtest.net"><img src="http://www.speedtest.net/result/949561887.png"></a>

 

Before I disabled it, I was getting very high ping times:

 

<a href="http://www.speedtest.net"><img src="http://www.speedtest.net/result/949263417.png"></a>

 

I am going to watch my connection for a bit and report back.

 

 

So I decided to do some digging, I fired up Wireshark and started sniffing,

 

I find ipv6 advertisements coming from a router that is outside of my house, so I googled "ipv6 causing slow internet speeds".

 

Much to my amaze, I found some posts about it and the suggestion was to turn it off on the pc. In Windows Vista and Windows 7,  ipv6 support is ON my default.

 

I disabled it and started watching my ping times again, much to my amaze, my ping times are more what I would have expected.

 

<a href="http://www.speedtest.net"><img src="http://www.speedtest.net/result/949561887.png"></a>

 

Before I disabled it, I was getting very high ping times:

 

<a href="http://www.speedtest.net"><img src="http://www.speedtest.net/result/949263417.png"></a>

 

I am going to watch my connection for a bit and report back.

 

 

Re: Problems with exceptional high ping times, new customer, about to cancel

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Sep 11, 2010 2:28:42 PM
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Well,

 

That didn't do it,

 

Gotta love the packet loss too,

 

Reply from 74.125.67.105: bytes=32 time=224ms TTL=51
Reply from 74.125.67.105: bytes=32 time=225ms TTL=51
Reply from 74.125.67.105: bytes=32 time=255ms TTL=51
Reply from 74.125.67.105: bytes=32 time=381ms TTL=51
Reply from 74.125.67.105: bytes=32 time=135ms TTL=51
Reply from 74.125.67.105: bytes=32 time=249ms TTL=51
Reply from 74.125.67.105: bytes=32 time=366ms TTL=51
Reply from 74.125.67.105: bytes=32 time=301ms TTL=51
Reply from 74.125.67.105: bytes=32 time=216ms TTL=51
Reply from 74.125.67.105: bytes=32 time=76ms TTL=51
Reply from 74.125.67.105: bytes=32 time=53ms TTL=51
Reply from 74.125.67.105: bytes=32 time=277ms TTL=51
Reply from 74.125.67.105: bytes=32 time=379ms TTL=51
Reply from 74.125.67.105: bytes=32 time=284ms TTL=51
Reply from 74.125.67.105: bytes=32 time=104ms TTL=51
Reply from 74.125.67.105: bytes=32 time=317ms TTL=51
Reply from 74.125.67.105: bytes=32 time=311ms TTL=51

Ping statistics for 74.125.67.105:
    Packets: Sent = 2632, Received = 2583, Lost = 49 (1% loss),
Approximate round trip times in milli-seconds:
    Minimum = 26ms, Maximum = 627ms, Average = 226ms
Control-C

 

And before you say "1% isn't that bad";

 

I shouldn't be loosing any at all.

 

 

Well,

 

That didn't do it,

 

Gotta love the packet loss too,

 

Reply from 74.125.67.105: bytes=32 time=224ms TTL=51
Reply from 74.125.67.105: bytes=32 time=225ms TTL=51
Reply from 74.125.67.105: bytes=32 time=255ms TTL=51
Reply from 74.125.67.105: bytes=32 time=381ms TTL=51
Reply from 74.125.67.105: bytes=32 time=135ms TTL=51
Reply from 74.125.67.105: bytes=32 time=249ms TTL=51
Reply from 74.125.67.105: bytes=32 time=366ms TTL=51
Reply from 74.125.67.105: bytes=32 time=301ms TTL=51
Reply from 74.125.67.105: bytes=32 time=216ms TTL=51
Reply from 74.125.67.105: bytes=32 time=76ms TTL=51
Reply from 74.125.67.105: bytes=32 time=53ms TTL=51
Reply from 74.125.67.105: bytes=32 time=277ms TTL=51
Reply from 74.125.67.105: bytes=32 time=379ms TTL=51
Reply from 74.125.67.105: bytes=32 time=284ms TTL=51
Reply from 74.125.67.105: bytes=32 time=104ms TTL=51
Reply from 74.125.67.105: bytes=32 time=317ms TTL=51
Reply from 74.125.67.105: bytes=32 time=311ms TTL=51

Ping statistics for 74.125.67.105:
    Packets: Sent = 2632, Received = 2583, Lost = 49 (1% loss),
Approximate round trip times in milli-seconds:
    Minimum = 26ms, Maximum = 627ms, Average = 226ms
Control-C

 

And before you say "1% isn't that bad";

 

I shouldn't be loosing any at all.

 

 

Re: Problems with exceptional high ping times, new customer, about to cancel

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Sep 12, 2010 7:41:52 AM
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Well,

 

After being frustrated to know end last night, I moved everything back to Clear Wireless and everything is working fine.

 

It is sad really, I would rather have the DSL over Clear but at this point and time, Clear is much more stable and reliable.

 

 

Well,

 

After being frustrated to know end last night, I moved everything back to Clear Wireless and everything is working fine.

 

It is sad really, I would rather have the DSL over Clear but at this point and time, Clear is much more stable and reliable.

 

 

Re: Problems with exceptional high ping times, new customer, about to cancel

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Sep 13, 2010 8:06:58 AM
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So I go into a chat session this morning and this is what I get,

 

**************************************************

System
Welcome Ashley Starns.
System
Connecting to server. Please wait...
System
Connection with server established.
System
Technical Support Topic: High Speed Internet (DSL)
System
*Agent* has joined this session!
System
Connected with *Agent*
*Agent*
Thank you for choosing AT&T Internet Services. May name is *Agent*. May I have your name and the DSL telephone number associated with your High Speed Internet Account?
You
Sure *Agent*,
You
*personal information removed for safety*
You
My name is Ashley Starns
*Agent*
Thank you for that information. How may I assist you today Ms. Starns?
You
I am being billed incorrectly, when I established service, this was supposed to be for a new customer at the rate of $19.95/month for 12 months.
*Agent*
I apologize for the inconvenience this has caused you. You have reached the High Speed Internet Technical Support group. For assistance with your sales/billing question we have help available at 888-321-2375 between 7 am and 9 pm, Monday through Friday, and 8 am to 5 pm on Saturday.
*Agent*
Or you can chat with a billing representative by logging out from this session and log back in, then please select option for Billing.
You
Ok,
You
Thanks,
*Agent*
You're welcome. Is there anything else that I may assist you with today?
You
So who do I talk to about resolving my technical issues with my line/connection?
*Agent*
That would be us Ms. Starns.
You
Since I have not been able to use my connection since I have had it.
You
Ok great,
*Agent*
What type of modem do you have?
You
Speedstream,
You
First,
You
Take a look at that thread please,
You
it will answer a lot of questions,
*Agent*
Okay, please give me a minute or two.
You
The problem is not my modem nor my download speeds,
*Agent*
I now have the page here.
*Agent*
Is there a router connected to the modem?
You
Yes, I have tested this multiple ways, with/without router, modem in bridge mode and router doing ppoe auth, and directly connected to my pc,
You
The results are all the same,
*Agent*
Did you already run a speed test?
You
Irrelevant,
You
I play online MMO games and with the ping times that I have, I am not able to play at all.
You
I mean really, 300-500+ ms response times/
You
that is not normal
You
when sometimes it is as low as 11-15ms,
*Agent*
DO you experience slow connection when you go to certain web sites as well? Like facebook, ebay or yahoo?
You
Yes, it is not fast nor snappy, but dragging,
You
I have a backup ISP using Clear Wireless 4G and that connection is more stable then the dsl line,
You
I would prefer the dsl, but honestly, the connection is not stable enough for me
*Agent*
Having a slow connection have lots of possible reasons Ms. Starns. It could be a modem issue, or a filter issue. It may also be a problem with a certain software in the computer.
*Agent*
The reason why you need to run a speed test with and without the router so that you we can determine the difference.
*Agent*
I will send you a link on some helpful steps on how to prevent slow connection.
You
You're missing my point, I have already done all this with another tech, the speedtest thing is a joke, it is a networking issue outside of my house that I am not able to correct.
 *Agent*
Please click the link above. You can also print it for future reference.
*Agent*
If you're already done with all those steps and you still have a slow connection, you might need to contact our Voice Technical Support so that they can make a line test and report this to the Network Department.
*Agent*
If they will find out that the problem is in the network, they will be sending out a field technician to examine the physical connection there in your place.
You
I think when I call, I will be disconnecting service and will not be paying my bill as the line is not even in a state in which it can be used.
****************************************
All useless info,
Thanks ATT, I haven't even paid my first bill yet nor have I been able to use my line since installation. I will be canceling my service due to lack of resolution and lackluster customer support.
Thanks!

So I go into a chat session this morning and this is what I get,

 

**************************************************

System
Welcome Ashley Starns.
System
Connecting to server. Please wait...
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Technical Support Topic: High Speed Internet (DSL)
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*Agent* has joined this session!
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Connected with *Agent*
*Agent*
Thank you for choosing AT&T Internet Services. May name is *Agent*. May I have your name and the DSL telephone number associated with your High Speed Internet Account?
You
Sure *Agent*,
You
*personal information removed for safety*
You
My name is Ashley Starns
*Agent*
Thank you for that information. How may I assist you today Ms. Starns?
You
I am being billed incorrectly, when I established service, this was supposed to be for a new customer at the rate of $19.95/month for 12 months.
*Agent*
I apologize for the inconvenience this has caused you. You have reached the High Speed Internet Technical Support group. For assistance with your sales/billing question we have help available at 888-321-2375 between 7 am and 9 pm, Monday through Friday, and 8 am to 5 pm on Saturday.
*Agent*
Or you can chat with a billing representative by logging out from this session and log back in, then please select option for Billing.
You
Ok,
You
Thanks,
*Agent*
You're welcome. Is there anything else that I may assist you with today?
You
So who do I talk to about resolving my technical issues with my line/connection?
*Agent*
That would be us Ms. Starns.
You
Since I have not been able to use my connection since I have had it.
You
Ok great,
*Agent*
What type of modem do you have?
You
Speedstream,
You
First,
You
Take a look at that thread please,
You
it will answer a lot of questions,
*Agent*
Okay, please give me a minute or two.
You
The problem is not my modem nor my download speeds,
*Agent*
I now have the page here.
*Agent*
Is there a router connected to the modem?
You
Yes, I have tested this multiple ways, with/without router, modem in bridge mode and router doing ppoe auth, and directly connected to my pc,
You
The results are all the same,
*Agent*
Did you already run a speed test?
You
Irrelevant,
You
I play online MMO games and with the ping times that I have, I am not able to play at all.
You
I mean really, 300-500+ ms response times/
You
that is not normal
You
when sometimes it is as low as 11-15ms,
*Agent*
DO you experience slow connection when you go to certain web sites as well? Like facebook, ebay or yahoo?
You
Yes, it is not fast nor snappy, but dragging,
You
I have a backup ISP using Clear Wireless 4G and that connection is more stable then the dsl line,
You
I would prefer the dsl, but honestly, the connection is not stable enough for me
*Agent*
Having a slow connection have lots of possible reasons Ms. Starns. It could be a modem issue, or a filter issue. It may also be a problem with a certain software in the computer.
*Agent*
The reason why you need to run a speed test with and without the router so that you we can determine the difference.
*Agent*
I will send you a link on some helpful steps on how to prevent slow connection.
You
You're missing my point, I have already done all this with another tech, the speedtest thing is a joke, it is a networking issue outside of my house that I am not able to correct.
 *Agent*
Please click the link above. You can also print it for future reference.
*Agent*
If you're already done with all those steps and you still have a slow connection, you might need to contact our Voice Technical Support so that they can make a line test and report this to the Network Department.
*Agent*
If they will find out that the problem is in the network, they will be sending out a field technician to examine the physical connection there in your place.
You
I think when I call, I will be disconnecting service and will not be paying my bill as the line is not even in a state in which it can be used.
****************************************
All useless info,
Thanks ATT, I haven't even paid my first bill yet nor have I been able to use my line since installation. I will be canceling my service due to lack of resolution and lackluster customer support.
Thanks!

Re: Problems with exceptional high ping times, new customer, about to cancel

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Sep 14, 2010 2:33:51 PM
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Hello, jessandash

 

Internet service has already become indispensable in every household to communicate or even operate a business.

Thus meteoric connection is vital.

 

Experiencing exceptional high ping times on google or even on Online games must be a peachy inconvenience for that I do apologize and I will explain the factors pertaining behind this matter.

 

High latency time has several causes. One cause is high Internet traffic, or peak demand, which can overwhelm Internet servers, causing all Internet users in a region - sometimes over a very broad region - to experience delays.

 

The first step in diagnosis of high latency is to figure out the ping time to your default gateway.

 

1. Click Start.

2. Click Run.

NOTE: For Windows Vista, type Run in the Start Search field. Click Run when the Run icon appears.

 

3. Type in cmd or command.

4. Click OK.

5. At the blinking cursor, have customer type the command ping followed by the IP address of the device you are trying to ping.

6. Pinging a modem with an IP address of 192.168.1.254 would look like

this: ping 192.168.1.254.

7. Hit Enter.

 

If your default gateway ping is good, the next step is to get a trace to a server that you believe should be nearby. Ideally, nearby servers are available with a few number of hops and low total latency.

 

 

 

If you have a slow connection speed, It could be a network problem(routers or ATM Cloud). You can go to the MS-DOS prompt and do a "tracert ". The first 3 pings are going to be the routers on your ISP's network.

The destinations just after the first 3 pings are going to be the backbone provider's routers.

If you have high latency(100+ ms) on the first 3 routers, it could be a bad router or problem with the ATM cloud.

If your 4th hop is really bad, then they are having problems with their backbone in that area.

 

If the above recommendations would not work then I highly recommend that you call our Voice Technical SUpport so they can run direct line tests on your dsl port.

 

Call them at 888.321.2375

They are open 24 hours a day, 7 days a week

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!!

Hello, jessandash

 

Internet service has already become indispensable in every household to communicate or even operate a business.

Thus meteoric connection is vital.

 

Experiencing exceptional high ping times on google or even on Online games must be a peachy inconvenience for that I do apologize and I will explain the factors pertaining behind this matter.

 

High latency time has several causes. One cause is high Internet traffic, or peak demand, which can overwhelm Internet servers, causing all Internet users in a region - sometimes over a very broad region - to experience delays.

 

The first step in diagnosis of high latency is to figure out the ping time to your default gateway.

 

1. Click Start.

2. Click Run.

NOTE: For Windows Vista, type Run in the Start Search field. Click Run when the Run icon appears.

 

3. Type in cmd or command.

4. Click OK.

5. At the blinking cursor, have customer type the command ping followed by the IP address of the device you are trying to ping.

6. Pinging a modem with an IP address of 192.168.1.254 would look like

this: ping 192.168.1.254.

7. Hit Enter.

 

If your default gateway ping is good, the next step is to get a trace to a server that you believe should be nearby. Ideally, nearby servers are available with a few number of hops and low total latency.

 

 

 

If you have a slow connection speed, It could be a network problem(routers or ATM Cloud). You can go to the MS-DOS prompt and do a "tracert ". The first 3 pings are going to be the routers on your ISP's network.

The destinations just after the first 3 pings are going to be the backbone provider's routers.

If you have high latency(100+ ms) on the first 3 routers, it could be a bad router or problem with the ATM cloud.

If your 4th hop is really bad, then they are having problems with their backbone in that area.

 

If the above recommendations would not work then I highly recommend that you call our Voice Technical SUpport so they can run direct line tests on your dsl port.

 

Call them at 888.321.2375

They are open 24 hours a day, 7 days a week

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!!

Re: Problems with exceptional high ping times, new customer, about to cancel

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