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Slow upload speed

Tutor

Slow upload speed

Recently (last 2 weeks) my upload speed has slowed from around 20 MB to less than 10 (usually 7). I don't know why/how this change occurred since I have made no changes to our service. We have the 100 MB speed service. Our VOIP service has also been terrible, with calls being dropped or complete static. Looking for answers....

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Message 1 of 15
Administrator

Re: Slow upload speed

Hi @mgbhouse

 

Happy to help! Let's start with some basic things you can do to optimize your Internet speed. Learn more here. Let us know if you have any other questions!

 

Aminah, AT&T Community Specialist


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*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 2 of 15
Tutor

Re: Slow upload speed

Sorry, this is not about optimizing my speed. This is about a change that occurred in the last couple of weeks. Prior to that my speed was perfect for my plan. Without any changes on our end, our download speed stayed where it was, but the upload speed was cut in half. I'm told by AT&T support that my modem is not communicating correctly with the service line and I need a new modem. I was promised an NVG599 modem but when the order was placed it was for the Pace 5268AC (which is the model I currently have). Order was canceled immediately but was shipped anyway. A service call has been set for what should be the new modem (?).

 

Something changed, but I can't identify what and my interactions so far with AT&T technical support have not been encouraging.

Message 3 of 15
Administrator

Re: Slow upload speed

Hi @mgbhouse,

 

We would like to troubleshoot this for you! I am sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the envelope in the top right section of this page or click Forums Inbox. Locate the PM and reply to my message with the requested account details. We look forward to your response and the opportunity to help you!

 

Lafayette, 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.
*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 4 of 15
Professor

Re: Slow upload speed

@mgbhouse  The nvg599 is an older model. Probably none left in the system to ship. It sounds like your profile got dropped to 10 mb or one of your lines isn’t working right. Have the tech look at your line stats and inside house wiring to the gateway. 

Message 5 of 15
Tutor

Re: Slow upload speed

Thanks for your suggestions. Nothing has changed on the inside wiring. The gateway goes directly outside to the service line. They sent me a new Pace 5268AC with the latest firmware which I can't use because we run a router behind the gateway and when using DMZ+ it reduces our download speed to half (around 50 Mbps) of what we are supposed to get. I'm running the same gateway now with the older firmware and our downloads are 95-97 Mbps and we used to get 20 Mbps upload until very recently.

Message 6 of 15
Employee

Re: Slow upload speed

When checking gateway stats using 192.168.1.254 what are the user rates, max rates, noise margins?

 

Is this a bonded pair with broadbands 1 and 2 or is this direct fiber?

 

My first thought is your profile was changed to 75M internet which has 2 profiles... 75/20 and 75/8 which would explain the lower upload seeing if now on 75/8.

 

Otherwise tech may need to chat to have account reprovisioned, as I doubt the issue is the gateway but in my opinion an account setting.

 

If issue was with line would be slower on download if bonded pair before upload affected.

*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 7 of 15
Administrator

Re: Slow upload speed

HI @mgbhouse,

 

In this webpage, you will find many solutions that have plagued your internet experience. Best of all, these solutions and recommendations were written by people of the internet! Please check you internet speed without the router behind your gateway.

 

Lafayette, 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.
*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 15
Tutor

Re: Slow upload speed

Thank you! It sounds like the likely problem - now I just need to find out how to get the account reprovisioned.

Message 9 of 15
Tutor

Re: Slow upload speed

I've had an AT&T tech out to replace the modem. Account was reprovisioned. Service to the house shows 100/20 to the gateway but speeds after the gateway are 100/7-8. No resolution in sight. AT&T can't figure out what's going on. I'm feeling that something is wrong in the account profile, but they can't seem to see what. Any other thoughts?

Message 10 of 15
Employee

Re: Slow upload speed

Have the Smart Home Manager app? Free download...

 

If run an RG speedtest from the SHM app what is showing? This is a speedtest from the RG not using ethernet or wired device connection speedtest. If upload is showing 18-22 then likely a software issue similar to the download limiting of DMZ. Software updates seem to be quarterly. 

*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 11 of 15
Administrator

Re: Slow upload speed

Hi @mgbhouse,

 

Is it correct that you are stating that at the AT&T gateway, your speed test is showing 100/20 and after, the second router it's 100/7-8? AT&T provisioned the gateway for speeds 100/20. Sometimes speeds from a second device will deviate in upload speeds. Please visit this website with information on configuring for IP Passhrough (Passthrough Mode). The AT&T provided gateway shares its Dynamic WAN IP address with a single device on the LAN. This configuration is often suitable for a customer desiring to connect third party equipment for networking, such as a router, to the AT&T provided gateway. IP Passthrough is also commonly used as an alternative to using a bridged mode. If you have any additional concerns, please feel free to reach out to us.


Lafayette, AT&T Community Specialist

 

Need help?
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.
*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 12 of 15
Tutor

Re: Slow upload speed

Hi Lafayette,

 

To be clear, the tech measured the speed coming into the house/gateway at 100/20. However when we plugged several computers (one at a time) into the gateway with no other devices attached to the gateway, our speed was near 100 down and 6-7 up. We had another tech out yesterday who said that he encountered another customer earlier this week with the same issue. Seems there may be a problem on AT&T's backend?

Thanks!

Message 13 of 15
Administrator

Re: Slow upload speed

@mgbhouse,

 

Thank you for that clarification about the issue. We will continue to look for a solution. We will conduct further assessment of your issue.

 

Lafayette, AT&T Community Specialist


Need help?
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.
*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 14 of 15
Tutor

Re: Slow upload speed

Thank you!

Message 15 of 15
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