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GigaPower Internet (1000 mbps) - Slow Speed Troubleshooting From AT&T

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GigaPower Internet (1000 mbps) - Slow Speed Troubleshooting From AT&T

 

Gigapower.png

GigaPower is a new service that requires the right hardware. If your device(s) is not compatible with gigabit speeds, you may not be able to take advantage of the plan/ speed you purchased. Are you wondering that you need? Check out some helpful information below.

 

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  • A network card that can support the plan – some cards are not designed to go above 100 mbps. Check owners manual to see if your device can support gigabit speeds. Fast Ethernet supports up to 100 mbps, gigabit Ethernet supports 1000mbps.
  • Network cables compatible with gigabit speeds – Cat-5e can be used,  Cat-6 are recommended depending on your network. 
  • Updated operating systems – the older the OS, the less likely it will support higher speeds. For example, if drivers are not updated, this may prevent full utilization
  • Updated network device – switches and hubs are rated for certain speeds. Make sure yours is rated to handle gigabit speeds

 

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  • Malware – viruses and other programs can run in the background and impact speeds. We recommend downloading our security suit here.
  • Other programs using the network – like malware, some programs can run in the background and use up resources. Close all programs before testing.
  • The type of USB port you use – if you are using a network adapter that uses USB, make sure the adapter is capable of gigabit speeds. USB 2.0 maxes out between 250-300 mbps. 3.0 USB ports support 900 mbps or higher.
  • An old CPU - a weaker processor is not capable of handling higher speeds.

 

Remember, the older the equipment is, the less likely it is going to be compatible with gigabit speeds. We recommend updating the equipment if you determine the hardware is not compatible. If you have 1G plan, testing near or around 600 mbps is within parameters of the plan.

 

Note: If you are a Microsoft user, you can download the PC Maintenance Toolbox to run test to see if your device is compatible. 

 

If the above does not help and you meet the hardware requirements, troubleshoot using our Troubleshoot & Resolve Tool via a browser or mobile device! It beats calling in! 

 

ChrisZ, AT&T Community Specialist 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*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.
104,322 Views
Message 1 of 72

Re: Poor Gigabit speed with no fix in sight.

AT&T seriously needs to hire people who know what they're doing. My connection was great, around 800Mbps up/down for the first few months. It has slowly degraded over time, and is now sitting at 50Mbps down and a range of 300-700 up. A tech came out and, after being here 2 hours, blamed it on my PC. He stated that my CPU was too slow because the PC Toolbox said it was. Spoiler alert, it's a 3.6GHz CPU, and is running at 3.6 per my BIOS and CPU-Z and task manager, but the PC Toolbox says it's at 2.0 (bullsh*t). Also, SIX other hardwired devices all pull the EXACT same speeds.

He also used the gateway's internal speed test, which showed 900+ coming into the modem for both up/down. However, I talked to my friend, who now works for Google Fiber here in Atlanta and used to work for AT&T, and he confirmed with me that those internal speed tests on the gateway are 100% rigged, so AT&T can take less blame. So, there's that, too.

My symptoms fall pretty close in line with a poorly installed fiber line. The fiber tips/connectors in the ONT are most likely dirty, and were most likely not properly secured. A tech is coming tomorrow to re-install everything, but if that does not solve the problem, I'll be taking my business back to Comcast. Slower speeds, but at least it was consistent.

Message 46 of 72
Scholar

Re: Poor Gigabit speed with no fix in sight.

I would not allow a tech to install any software on any of my pc's.  Have him demonstrate good speeds on his own laptop. 

 

The ideal test is a fresh windows install on a capable pc (reasonably modern cpu, decent amount of ram, gigabit port, etc) connected directly to the gateway using ethernet.  No other wired or wireless devices connected.  If you're still having issues then it could be the gateway itself or possibly too many people on the network or some other network issue on att's side.

Message 47 of 72
ACE - Expert

Re: Poor Gigabit speed with no fix in sight.

Gpz1000 makes a good point, especially "connected directly to the gateway using ethernet."  Is that what you tried @joshmutiny?  Or is it wireless performance that has fallen off?

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*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 48 of 72

Re: Poor Gigabit speed with no fix in sight.

Unfortunately, he did it without asking, which was also annoying. It was an ATT tool, so I wasn’t too upset, but it didn’t make me happy.

 

Also, yeah, I’m directly hard wired using brand new cat 7 cables.

Message 49 of 72
Tutor

Re: Poor Gigabit speed with no fix in sight.

joshmutiny,

Thanks for your report. That was my experience exactly! It seems that the
ATT techs are trained to blame it on your computer, NEVER their service.
I'm in San Antonio, Tx. and patiently waiting for Google Fiber to service
my neighborhood.
Message 50 of 72
Contributor

Re: Poor Gigabit speed with no fix in sight.

same boat. download when installed aroung the 400s, now 150 to 200. upload still fast at 800s wired. can't be the laptop hardware if uploads are that fast. what gives?

Message 51 of 72
Teacher

Re: Poor Gigabit speed with no fix in sight.

Same here. Three technicians, can’t fix anything. 200 Mbps out of 1Gbps. Where did the 800Mbps go? What a waste of time and money. Any AT&T fiber prospects customer out there, please do not sign any contract until they show you the right Speed that is advertise!

Message 52 of 72
Teacher

Re: Poor Gigabit speed with no fix in sight.

I have the same problem. Getting under 200 Mbps with Giga service to ATT router. Have contacted Microsoft, HP to no avail. 3 techs have been out, 3 modems later and still no change. Was getting over 300 Mbps under 300 service, upgraded and cannot get over 200 now.

Message 53 of 72
Contributor

Re: Poor Gigabit speed with no fix in sight.

Says use cat 6

Message 54 of 72
ACE - Expert

Re: Poor Gigabit speed with no fix in sight.


@DtCurlee wrote:

Says use cat 6


Cat 5e is indicated for 1000baseT up to distances of 100 meters. Cat 6 is required for 10 Gig Ethernet, and is sometimes used for out-of-spec runs of more than 100 meters for 1000baseT.

 

 

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 55 of 72
Anonymous
Not applicable

Re: Poor Gigabit speed with no fix in sight.

This is NOT a solution!  Just posting the minimum system requirements and then accepting that as a solution yourself!  Wow!  The fact that there are 55 more complaints extending to the current date means AT&T hasn't solved anything and either won't or can't fix it!  Guess I'm going to head back to the cable store to start working on replacing your service with something that does work!

Message 56 of 72
Tutor

Re: Poor Gigabit speed with no fix in sight.

AT&T doesn't care...
Message 57 of 72
Employee

Re: Poor Gigabit speed with no fix in sight.

There is literally a million reasons your service could be only allowing 300 mg. Have you tried running the tools at&t  offers on the computer to see if your computer can support more band with. it's much easier for a computer to simulate 900 mg upload than to actually take in 1Gb download. 

I am a senior technician with a degree in networking for the company. I go to several escalations of this kind. yes, many times it can be a hardware malfunction or provisioning issue but just as many times its because the device cant handle it.

 

www.att.com/ufo 

 

*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 58 of 72
Employee

Re: Poor Gigabit speed with no fix in sight.

Also, its worth adding that all the modems have a speed test integrated in them now. If you are not showing good speeds in there than you can most definitely rule out that its a device issue. please try that and let me know!

*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 59 of 72
Anonymous
Not applicable

Re: Poor Gigabit speed with no fix in sight.

I have used this feature in the past.  Went to check it this am and below is what it said:

"Speed Test

 Functionality currently not supported, please visit:

http://www.speedtest.net"

 

How convenient!  At this point it doesn't much matter.  AT&T has been stealing from me for nearly a year and I will soon have this removed from my home and office and have something that is robust and works as promised for less $$.

 

 
Message 60 of 72
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