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Fixed Wireless Internet HELP

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Fixed Wireless Internet HELP

Help. I am being passed around AT&T and getting nowhere.

 

FWI was installed 02/14/2019 and had no issues. 

 

The internet stopped working 04/23/2019; It sometime works for a few minutes but then drops again. AT&T tech support dispatched a technician to my house 2 days later (04/25/2019). He replaced the gateway/modem and it still dropped after a few minutes.  He came back the next day (04/26/2019) intending to replace the antenna and instead gave me ticket B9115032297 saying it was an issues with the cell tower and there was nothing he could do.

 

I called AT&T tech support about the cell tower issue and they said it was “unseen obstruction” and they would dispatch a technician to possibly move the antenna.

 

The technician just called questioning why he was dispatched to my house again because it was a cell tower issue. 

 

The modem is reporting that the Internet and Broadband link are connected and that the connection to AT&T is “Up”  and that it is connected to "LTE Band 2 - 1900Mhz" - - but there is no internet.

Help (Today is 04/29/2019)

 

 

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Message 1 of 15
Administrator

Re: Fixed Wireless Internet HELP

Hi @kingfarm!

Thank you for reaching out to us, we'd love to look into this for you here! To fully assist with this issue further, we will need to look over your account and Internet concern in more detail.

I am sending you a private message (PM) to help in this matter. Please check and reply to my message. I look forward to your response and the opportunity to help you!

Yetty, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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Message 2 of 15
Employee
Solution
Accepted by topic author
Accepted by kingfarm
‎05-08-2019 4:54 AM

Re: Fixed Wireless Internet HELP

Sounds as if a tower issue...

As the gateway sees band 2 1900Mhz from the tower but fixed wireless uses band 30 at 2300Mhz.

 

No band 30 detected, no internet.

 

How fast cell tower tech responds and able to resolve is unknown.

*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.
Tags (1)
Message 3 of 15
Teacher

Re: Fixed Wireless Internet HELP

Is there a way to blacklist lte band 2 in our devices?  I'd rather see a red light when there is no internet (no lte band 30) than all green lights and no internet on lte band 2.  If band 2 does nothing for us, then why does it connect to it? 

Message 4 of 15
Teacher

Re: Fixed Wireless Internet HELP

I have the same issue, how do I go about getting this fixed? When I call in I get passed around to techs that do not understand fixed wireless. It seems to always go out when it rains. Works great when it is connected to band 30.

Message 5 of 15
Tutor

Re: Fixed Wireless Internet HELP

Me too - ours worked perfectly for TWELVE MONTHS now suddenly quit.  And the AT&T's response is 'too bad' ??? 

Message 6 of 15
Teacher

Re: Fixed Wireless Internet HELP

What is the signal strength to the AT&T tower? Check out link below to see what my solution was. Not sure how tech savvy you are but I did a lot of adjustments myself and it works fantastic now. 45mbps download and 20mbps upload. It has never dropped out since.

https://forums.att.com/cng/board/message?board.id=internet_equipment&message.id=45626#M45626

Message 7 of 15
Tutor

Re: Fixed Wireless Internet HELP

Thank you very much, but AT&T told me to cancel my account so that they could put up a new outside antenna.  Since the new outside antenna did not fix the problem, they cannot open a new account for me.  Basically they have kicked me off of the service.  I can't try any adjustments because I have no service. 

Message 8 of 15
Teacher

Re: Fixed Wireless Internet HELP

Well that's too bad, to me I feel like if it worked before there is no reason it could not be made to work again unless a skyscraper or something like it was put in your path to the tower.

Message 9 of 15
Tutor

Re: Fixed Wireless Internet HELP

It's totally insane.  How could it work perfectly for 12 months then suddenly have an issue?  We live in the boonies of MS, there is nothing being built out here.  And it's not like a forest of 100-ft trees could have sprung up in 12 months.  This morning, the technician walked all over the place (including on the roof) looking for a stronger signal that what we have at the original spot.  But that's another crazy thing, the signal is good according to them (-116).  I think there is a problem with the tower but there doesn't seem to be any way to ask for that to be fixed, since according to AT&T the tower 'is fine.' 

Message 10 of 15
Teacher

Re: Fixed Wireless Internet HELP

I kept being told the tower was down and parts were on order to fix it.
Someone else from AT&T started a group call with me and the tower
technician and that helped me out tremendously. He informed me that there
was nothing wrong with the tower and did an aerial view of my house and
told me the trees were the problem. I think the person who reached out to
me from AT&T was from these forums. Might try starting a new discussion on
the forums here and maybe you can get a better AT&T tech. Not sure but
worth a try.
Message 11 of 15
Tutor

Re: Fixed Wireless Internet HELP

UPDATE:  I was able to convince AT&T to restore my service in spite of the bad upload speed. 

I am very interested to hear about how you were able to raise your antenna.  I think we could easily extend this metal post but I'm not sure there's enough slack in the existing cables to allow for it.  Did you use new cable?  I also read in your other post that you ran your ground from the back of the antenna to a grounding rod?

Message 12 of 15
Teacher

Re: Fixed Wireless Internet HELP

I install networks on the side so I had a 1000ft spool of cat6 cable and
ran a new wire. As long as the cable run is under 300ft from antenna to
router (including the power injector, power injector will not add any
distance) it will work. The ground I just purchased a grounding rod and
connected it to the ground spot on the back of the antenna. The tower tech
said the ground was for lighting strikes so it does not fry the whole
system.
Message 13 of 15
Teacher

Re: Fixed Wireless Internet HELP

Also, you will have to crimp a new rj45 end on the antenna side in order to get the weather seal back on the new wire. Just make sure the ends are connected in the 586b pattern and you should have no problems.

Message 14 of 15
Tutor

Re: Fixed Wireless Internet HELP

Excellent!  Thank you so much for your help.  We won't be able to get to this project right away but I will update after we do. 

Message 15 of 15
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