- edited 11-16-2017 5:56 AM
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.
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
Solved by: Go to Solution.
- edited 03-16-2018 2:15 PM
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.
03-16-2018 11:13 PM
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.
03-17-2018 6:00 AM
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.
03-17-2018 8:27 AM
04-23-2018 7:30 AM
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?
05-19-2018 4:06 PM
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!
05-22-2018 6:43 AM
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.
08-03-2018 7:11 AM
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!
08-19-2018 7:16 AM
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.
08-19-2018 7:21 AM
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!
08-20-2018 6:44 AM
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:
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 $$.