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PACE 11.1.0.531418 DMZ Issue

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PACE 11.1.0.531418 DMZ Issue

I put my router behind the PACE gateway and set the router as DMZ.  The latest firmware is crapping out my fiber connection where I'm only able to get 50mbps down and 1-200 up.   I thought it was my router crapping out, but apparently when I connect any other device directly to the gateway, I'm able to pull 940mbps up and down.  I swapped an older router and placed that device in the DMZ And it starts acting up and the previous router started working normally.

 

Can someone look into this?

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Message 1 of 570
Tutor

Re: PACE 11.1.0.531418 DMZ Issue

I downgraded my Pace to 10.5.3.527283-att, and now in DMZ+ mode I'm getting ~850Mb/150Mb. Faster down than I used to get (650Mb), but slower up (450Mb).

I'm going to call tomorrow for one of the other model gateways - is there a specific bug/defect number I should reference when calling in?

Message 61 of 570
Contributor

Re: PACE 11.1.0.531418 DMZ Issue

Thanks everyone for this thread.

 

I'm experiencing the exact same problem.   Noticed my performance was running 45 Mbps or so down and 100 or 150 Mbps up a week or so ago.

 

I spent 3+ hours yesterday digging into it.   I found that it was triggered by DMZPlus.   Googling the Pace modem and DMZPlus, I ended up here!   

 

Shame on you, ATT.

 

Of course, I'm using DMZPlus to avoid double NAT.   However, I've configured the regular pinhole with custom ports (just as was suggested earlier) for the mean time.   

 

I may give ATT a call and get a different modem.   However, from reading above, it seems ATT will make you jump through hoops to get the right model.   Basically you need a tech to come out to ensure you get the right one?

 

Bottom Line:

 

1) I'm seeing it on the Pace modem

2) Same symptoms as described (about 45/50 Mbps down and 150 or so upstream)

3) Everything worked great since September 2016, until whatever ATT did

4) Turning off DMZPlus and using double NAT with pinhole (custom) is a temporary workaround

 

... Altan

Message 62 of 570
Mentor

Re: PACE 11.1.0.531418 DMZ Issue

I called AT&T and had the run around too, but the 2nd phone support personnel finally understood my issue and offered to send me a new Gateway.  I told them I wanted something different than the PACE and they offered a NVG599, which I'm using now and has been working great *knock on wood*.

 

Prior to me obtaining the NVG599, my workaround was to remove router out of DMZ+ and just portforward all my custom portforwarding to the router's designated IP.  It was a hassle trying to portforward in the PACE's interface, and seems to cause additional latency, but ultimately still works.


I will say I had similar issues with the very slow speeds (50/200) prior to this firmware as well, and I kept thinking it was my devices / cables, but the speed decreases were temporary.  I would notice slowdowns every few speed tests, and it would go back to normal.  For some reason this firmware made it a permanent decrease.  The issues become very noticeable when streaming on multiple devices, as 50mbps is easily used up by today's standard.

 

So to summarize, the possible solutions I've found were:

  1. Get a different Gateway (NVG599 seems like a solid choice) as I've had prior issues with the PACE in general
  2. Remove device out of DMZ+ and apply port forwarding to the router
Message 63 of 570
Teacher

Re: PACE 11.1.0.531418 DMZ Issue

Or 

 

#3 - downgrade to 10.7 and continue to use DMZ+.  See page 3-4 for details. I had to plug my computer directly into the Pace to successfully reach the UPGRADE page with file selection available, it wouldn't do it through DMZ+ on my router.  

 

NOTE:  Once you downgrade, the user interface is slow as molasses (even worse than before, which was already insanely terrible).  I'm talking 5 minutes per page.  

Message 64 of 570
Mentor

Re: PACE 11.1.0.531418 DMZ Issue

I wouldn't consider downgrading since AT&T can randomly push updates and it's not a permanent solution.

Message 65 of 570
Teacher

Re: PACE 11.1.0.531418 DMZ Issue

Agreed, but I did it while I'm waiting for my NVG599. 

 

I host a plex server and we are travelling like crazy, so a double NAT wasn't an option.  Now I have full speed until my new device arrives.  Best of both worlds. 

Message 66 of 570
Teacher

Re: PACE 11.1.0.531418 DMZ Issue

Whoever marked this as solved did so incorrectly. Solved would indicate a new firmware being pushed out to the units to fix the problem this firmware created. 

 

I called support last night and did the whole circus show for them so they could check off all the steps. I specifically asked for a different type of device, they said they would see what they could do to accomodate. I'll just keep calling and swapping devices until I can get something other than a Pace.

A little disappointed AT&T support isn't doing a little more for those posting in these threads to help. I realize we're probably the small minority of users who like to bypass their equipment,but still. 

Message 67 of 570
Mentor

Re: PACE 11.1.0.531418 DMZ Issue

OP here, I marked the solution that I found that worked as I've been experiencing issues with this for almost a month and still no firmware from AT&T.  I guess I was in their firmware pilot program as there were nobody else complaining about the issue on the forums at the time.  I've also had previous issues where the speed decreases were only temporary (another older firmware), so with similar symptoms, I figured it is related to the DMZ+ issue with the PACE.  I've had speed issues since switching over to Fiber over a year ago, and it was a hassle trying to get a tech visit since the speed losses when temporary wouldn't necessarily present itself when the tech was on site.  I've had 2 tech visits and lines checked, and no resolution.  It eventually got more stable after a different firmware pushed, but the issue came back very bad on this 11.1.0.531418 firmware.

 

Ultimately, the best solution is to get off this gateway as it's been very troublesome, and the secondary solution can be performed by end users in the meantime to get speeds back while dealing with having to port forward gateway to router.

Message 68 of 570
Teacher

Re: PACE 11.1.0.531418 DMZ Issue

After being promised three separate times that my replacement gateway would be here "tomorrow" the device is finally scheduled to arrive... tomorrow (11/27).  I was also told multiple times that they were sending me a BGW 210 but it looks like it's actually an NVG599 which is fine as that should also solve the problem.

 

I have to say - my customer service experience was an absolute joke.  I think their go-to move is to promise you that the device will arrive the next day simply so they can close out the ticket.  Suspiciously, my gateway rebooted during my last chat session when I had lost all sense of patience and was really laying into the customer support rep.  LOL!  I'm normally a very calm and reasonable person but the way this was handled would cause Ghandi himself to loose his ****...

 

I'm hoping for a painless switchover tomorrow.  

Message 69 of 570
Teacher

Re: PACE 11.1.0.531418 DMZ Issue

@turnerm05  -  I told the guy after he wanted to reset my modem a 2nd time, that would not be acceptable to me, that he just needed to acknowledge that this is a known issue, apologize and send me a different device. He advised I should just be patient... I said I was, and that I was also being reasonable by not asking for any sort of service credit for degraded service as a result of their faulty device, that I just wanted a non faulty device. I was then magically told my new device request was approved and I should have it in 2 business days. 

Message 70 of 570
Tutor

Re: PACE 11.1.0.531418 DMZ Issue

Yeah, I spent about 20 minutes in chat explaining that I specifically need a different model than the 5268, and the guy on chat confirmed multiple times that I would be getting the BGW-210. Opened my fedex package today and guess what? 5268.

 

I have no idea how a company's customer service can be so terrible. First you push out an update without proper testing that breaks a fundamental part of the RG. Then you have customer service agents who just tell customers whatever they want to hear to get them off the line. Amazing.

 

I'm honestly an inch away from throwing this RG out of the window and just depending on my Hotspot, it's proven to be way more reliable that UVERSE.

Message 71 of 570
Tutor

Re: PACE 11.1.0.531418 DMZ Issue

Just received my NVG599 and speeds are back to normal 950/950 using IP Passthrough.

Message 72 of 570
Teacher

Re: PACE 11.1.0.531418 DMZ Issue

@natemate I feared this would happen to me.  That's why I kept contacting them asking them to confirm what I was getting.  At one point it was another Pace 5268 and I told them that it HAD to be an NVG599 or a BGW210.  So they told me that it would be a BGW210 only to find out a few days ago that it was indeed an NVG599.  That's ultimately fine with me but the incompetence of their support staff is mind boggling.

 

My order shows an NVG599 was shipped.  If I open it up to find a Pace 5268 I think I'm gonna blow a head gasket! 

Message 73 of 570
Tutor

Re: PACE 11.1.0.531418 DMZ Issue

@turnerm05

 

Yup, I called back in angrily today and told them I had a chat transcript of the guy promising the BGW-210 specifically multiple times. I was finally told that that specific RG is out of stock and I can get a NVG599 instead. 

 

Sure, I'll take that I guess. Anything but the Pace. The admin webUI on that thing is just terrible. I sincerely wish I could just get a MODEM, instead of this RG nonsense.  I only want UVERSE to do one thing - act as a dumb line bringing me my 0s and 1s. Let ME worry about routing/access point stuff. We wouldn't be having this issue if the 5268ac was a simple modem would we? I honestly can't wait to move out of my apartment, I'm stuck with U-VERSE thanks to some nonsense exclusive contract with my apartment complex. Literally 20 feet away,  there are businesses with gigabit fiber.

Message 74 of 570
Contributor

Re: PACE 11.1.0.531418 DMZ Issue

Just wanted to add that I am also experiencing this issue with the new firmware. Support was absolutely less than useless on the issue. I cannot get above 50Mbps using dmz plus any longer. 

Message 75 of 570
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