Internet service keeps going down -- Help!

Teacher

Internet service keeps going down -- Help!

My U-Verse internet service keeps going down -- every couple of days I need to reset it.  Seems like the system (we have TV, Internet and Phone) should be more stable than that.  What are the typical causes of the internet "stopping" (don't know the proper word for it)  Phone and TV still work, we just lose our internet connection.

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Message 1 of 10
ACE - Master

Re: Internet service keeps going down -- Help!

Are you using a wireless connection?  If so you could be getting interference from some other source.  Is it possible to plug in your computer to the residential gateway when the "internet" goes down to see if you still have a connection when direct connected via an Ethernet cable?  That will help determine if the internet is really "down" or if it's simply a wireless issue.

Typically when the internet goes down you would lose everything to include TV and phone.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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 2 of 10
Teacher

Re: Internet service keeps going down -- Help!

I should have thought of that first.  We use wireless for a bunch of things (laptops, tablets, phones, printers, etc), but also have a couple connected by cable.  Next time it crashes I'll check it out.

Message 3 of 10
ACE - Master

Re: Internet service keeps going down -- Help!

Yes let us know and we can assist from there.  If it's wireless that's only effected you can load a free program called inSSIDer to scan for the best/least congested channel to set your residential gateway to.  Also if you have any older 2.4Ghz cordless phones they will sometimes cause your wireless to act wonky since they operate on the same frequency as the wireless for your internet devices.

Here is the link to inSSIDer: inSSIDer for Home – Discover The Wi-Fi Around You | MetaGeek

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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.
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Message 4 of 10
Teacher

Re: Internet service keeps going down -- Help!

Thanks.  I have to wait for the connection to go down again to see if it is limited to WiFi, but in the mean time I'll download inSSIDer and see what I can see.

Message 5 of 10
Employee

Re: Internet service keeps going down -- Help!

Hi mel6426

I just wanted to check up on how everything is going. The info beebeesa posted looks like it will be very helpful in finding a solution to this issue. Let us know how everything's going, and if you are still experiencing any service quality issues, we'll be happy to assist you further Smiley Happy

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 6 of 10
Teacher

Re: Internet service keeps going down -- Help!

The good news is that we haven't experienced the problem since I posted a few days ago.  The only problem with that is that I can't confirm whether the problem is full internet outage vs wireless only until it happens again.  We typically have far greater usage on weekends where more people are home than during the week, so I expect to be able to check it out this weekend.  I also hope to use the inSSIDer tool this weekend to see if that tells me anything.

Message 7 of 10
Employee

Re: Internet service keeps going down -- Help!

Okay, thank you for the update.

I'm glad there hasn't been a sign of negative activity in a while, but if/when it does start up again we do have your U-verse account information saved here on our end to quickly pull up if necessary. I'm sure the inSSIDer tool will be a great asset in finding more information, but if the problem happens to occur anywhere beyond that (ie. Bad gateway, outside line interference, etc.) then we will continue to research your account and see if we can pick up any strange activity going on. Right now, at this time, your lines show to be clean without any signs of interference. But like you said, during the week is when it'll be more likely so show quality issues. Thank you for your patience in this matter. I know "intermittent" issues can be very frustrating but we will work with you to get this resolved when the problems reoccur. Thank you! Smiley Happy

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 8 of 10
Contributor

Re: Internet service keeps going down -- Help!

I am experiencing the same problem of losing connectivity constantly and I have to reboot to re-establish an internet connection. HELP! This has been happening with increasing frequency over the past couple of weeks.

Message 9 of 10
Highlighted
ACE - Expert

Re: Internet service keeps going down -- Help!

First, tell us what barnd/model of Residential Gateway you have.  That'll let us know what kind of service you have and what sort of tools, etc. may be of use.

 

Second, you probably want to go ahead and talk to the U-verse support team.  Please click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelopein the upper right hand corner of this site) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

*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.
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