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    Posted Oct 12, 2013
    8:02:59 AM
    Not Happy

    For 3 weeks my online gaming has went to complete garbage.  My speeds are good and ping tests are great.  I get kicked from everything xbox live, ps3, pc.  I've had 3 techs out and 4 modems replaced.  Proper port forwarding ad even dmz has been set up for the devices I try to use.  As of now a tech told me they are sending someone to replace the cards in the CO (small town of 500 people).  This morning I still have the issue and called Tier 2 and they told me that the person that will "LOOK" at the cards on Monday and if nothing seems wrong then they will start back with sending a  tech to my house.  They already ran a new line to my house.  I ran shielded cat5e from NID to a wall plate.  Line tests show good but something is happening from the CO out.  I also had a port swap to another card which happens to be the same card my brother and neighbor is on and he is having the same exact issue but we can't seem to get an answer.  I thought tier 2 were the gods among men for uverse but apparently i'm wrong.  It's just frustrating that I can't enjoy online gaming.  I'm always on call as an IT Director for a hospital and can't work remotely anymore and have to drive 30 minutes to take care of simple tasks that I normally could do from home.

    Not Happy

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    Oct 12, 2013 9:55:55 AM
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    ACE - Master

    If the Monday fix doesn't work, I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

    "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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    Oct 12, 2013 1:06:21 PM
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    It's just aggravating that nobody at tier two can tell me whats going on even from the co all they every check is my line but never assume that their own equipment has issues.  Is there not a dept to contact that is higher than tier two for support on just getting an answer as to what is goin on?  

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    Oct 12, 2013 1:55:32 PM
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    ACE - Master

    Try PM'ing the team above.  they will resolve your issue.

    "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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    Oct 12, 2013 2:06:37 PM
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    I sent a message but nothing is going to happen.  A true network engineer can see this which I just happen to be.  There is an equipment failure or failing and I was told from a tech that early this morning they were gonna swap cards out as they were of a older version but that never took place.

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    Oct 12, 2013 3:39:14 PM
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    ACE - Master

    You might be suprised.

    "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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    Oct 12, 2013 8:00:15 PM
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    I messaged them with no response.

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    Oct 13, 2013 4:41:45 AM
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    ACE - Master

    This one? ATTU-verseCare

    "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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    Oct 13, 2013 6:36:27 AM
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    Yes!

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    Oct 13, 2013 7:42:10 AM
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    ACE - Expert

    kcarpenter wrote:

     

    Yes!


    When did you message them? Do not expect a response over the weekend.

    *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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    Oct 13, 2013 10:27:26 AM
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    Friday ans Saturday! Tier 2 called to check on me amd said lines are clear amd want to semd another tech out why do tuey keep doing this when there is 2 customers on the same card with the same issue. I was even told that the cards are old and outdated.

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    Oct 14, 2013 11:42:38 AM
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    Community Support

    Hi kcarpenter,

     

    I apologize about the inconveniences. I have received your message, and will continue to work with you and escalate your issues to the appropriate people to make sure this gets addressed.

     

    Thank you,

    David T

    Need more help?

    Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, click on ATTU-verseCare to send us a private message and be sure to provide us the details of your issue and your account details such as the account and phone number.
    *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.

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    Oct 14, 2013 12:05:32 PM
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    Now I'm being told there is no ticket for the engineer to look at or replace cards and second he doesn't have any on hand and will have to be shipped.  I guess thats what happens when you live in a small town.

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    Oct 14, 2013 7:51:36 PM
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    Got sort of lucky they replaced the card for my particular block but that didn't help the issue at all. 

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    Oct 15, 2013 8:19:50 AM
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    Community Support

    That is unfortunate, but at least we can eliminate the card being the issue. The next step I would try to take is running tracert reports to the server if you know it, while you are having issues. Hopefully, it will identify what might be causing the problem. Also, to try to isolate it, I would try to setup a controlled environment where you only join a server with people you know with solid internet connections.

     

    -David T

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

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    Oct 15, 2013 10:08:57 AM
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    Tracert's the highest I've seen is a 140ms-170ms.  Far as joining only with good connections supposively the matchmaker handles that and is supposed to kick people with bad connections but we all know that is.  I'll try some more tracert's this afternoon.

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    Oct 16, 2013 6:46:56 AM
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    I've developed a pattern that all through the night until early morning hours everyone is having issues as I've asked around town but during the day everything is perfect.

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    Oct 16, 2013 9:21:17 AM
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    Community Support

    I definitely apologize for all the inconveniences. Are they having the same issues with running online games, general browsing, or streaming?

     

    -David T

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

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    Oct 16, 2013 11:02:54 AM
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    Effects everything.

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    Oct 16, 2013 11:05:29 AM
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    Its even happening right now with my brother as he is about ready to cancel his service and if this doesn't get resolved I'm pretty sure alot more will follow suit as this is a small town.

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    Oct 16, 2013 11:15:24 AM
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    Community Support

    I definitely do apologize for all the issues everyone is having, and I will be glad to help out in any way possible. For anyone that is having any problems, if you could please have them contact us by clicking here. Make sure they include their name, account number, phone number, and the best time to reach them.

    -David T

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

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    Oct 20, 2013 10:42:40 AM
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    Advance ping tests with about 50 tries yields about 10% loss which is not very good and these are small 1400kbps packets.

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    Oct 20, 2013 4:47:05 PM
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    ACE - Master

    Did you mean 1400 byte packets?  1400 byte packets are actually pretty large, about as large as can be sent without fragmentation.

     

    *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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    Oct 20, 2013 5:32:37 PM
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    This what Microsoft had me do for testing purposes and yes bps. Our town is small with only about 150 customers at most. The issues with gaming are constant and frequemt lag amd server disconnects. General pings request are under 40ms which is good but something is causing lag or latency. For 2 to 3 years it has been great but something is definately going on.

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    Oct 20, 2013 5:53:01 PM
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    ACE - Master

    ping is a measure of latency, and is measured in seconds or fractions thereof, most typically milliseconds (ms).

    packet size is measured in bytes (B), not bits per second (bps).

     

    This may be as simple as somehow you've been shifted to the wrong game servers for your location and now your traffic is being sent way too far away.

     

    *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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    Oct 20, 2013 6:42:37 PM
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    Well my ping server is fine though and it effects all games pc xbox 360 playsation3.

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    Oct 20, 2013 7:43:48 PM
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    ACE - Master

    What do you mean by "my ping server?"

     

    *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.

    Re: Not Happy

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    Oct 21, 2013 6:29:31 AM
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    Sorry fat fingered my phone lol.  I meant that the server that I'm pinging.

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    Oct 21, 2013 8:55:42 AM
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    Got a call from the regional line manager and he is telling me that he was told that the issues resides at another location and will let me know more about it.

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    Oct 23, 2013 4:44:05 PM
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    Still now resolution but still paying that bill.

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