Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-replacement, plus field technicians cannot resolve problem

Contributor

Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-replacement, plus field technicians cannot resolve problem

I initially had DSL/Broadband service (past 5-6 years), now have installed U-verse Internet (since February-2013), and overall, the AT&T Service has been 'INFERIOR':

Both the Gateway DSL/Broadband Modem/Router, and now the Motorola U-verse modem/router, have yielded nothing but CONSTANT INTERMITTENT CONNECTIVITY-issues (Internet-down on weekly basis, broadband-width NOT capable of supporting multiple plug-n-play devices, or Video Streaming from either PC and/or iMac, or AppleTV; SLOW internet and streaming, with frequent interruption and line-down issues, etc., etc.. 

Despite numerous time-consuming tech support calls, field service appointments, and multiple modem/router-replacements, NOTHING has resolved these issues, which leads me to believe that the probable cause is AT&T's inferior, and antiquated-FIBER OPTICS, specifically in my general location (rural community (Monahans, Texas/Ward County). 

The only thing that AT&T seems capable of doing, is to continually--accept prompt payment of my monthly bill (Uverse + 3 Mobile Phone Contracts), while extending their somewhat insincere apologies, in lieu of providing adequate service and/or technical support.

The options for Internet Service in my rural area are limited to AT&T and SuddenLink High Speed Internet,  which dictates that I must switch at this time, as AT&T Tech Support has NOT resolved the CONSTANT INTERMITTENT CONNECTIVITY-issues that have plagued my IPS since the initial date of installation.

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Message 1 of 15
ACE - Master

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-replacement, plus field technicians cannot resolve problem

Please hang tight and one of the community managers will stop in and assist you.  They can remotely test your service and take corrective issues to resolve your problems

"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 15
Community Support

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-replacement, plus field technicians cannot resolve problem

Hi biggirl_cindy,

We apologize about the inconveniences you are having with your services, and we definitely want to do everything we can to help get this issue resolved. We want to collect some information from you and will be sending you a private message, so we do not disclose any of your account specific information.

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 3 of 15

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-re

Same here. Since day one, Youtube videos refuse to play through at 1080p, which became no "P" playability. Downloading files has shown consitant drops from 3mbps to zero, and Youtube vids drop buffer forcing and endless start and stop to reload. Called, had a tech come by first thing in the morning, he who from the second minute was telling me it was good and youtube has issues, yadda yadda. Well, if the hardware and the connection are good, then the service promised after much scrutiny in questioning, must inevitably be the problem. Or bad tech support. Either way, I havent felt this ripped off in quite some time. I will be making yet another call after my shift ends since this is the 3rd week of inferior internet, for anyone planning to view facebook photos (loads slow and not all, high definition flash video, downloading, or expecting constant connectivity/bandwith).

http://youtu.be/E6qkBEX0w8w

 
Message 4 of 15
Highlighted
ACE - Expert

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-re

What U-verse services do you have (including speed)?  What Residential Gateway do you have?  Are these speed measurments on Wired connections or wireless?  If you haven't tried wired, could you?

 

Do you know about www.uvrealtime.com and have you tried it?

 

*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 5 of 15

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-re

They won't fix it. I have been fighting them in St. Louis for the last month. Rude employees, refusal to answer questions, general ignorance and incompetence seem to be the norm. For example, the tech in my house says "sorry, you should not have been sold 6mps service, it isn't available here--to far from the station." and the woman on the phone wants to sell me 12 mps service. The craptacular NVG510 drops wireless constantly--just junk all around with no hope of a fix

Message 6 of 15

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-re

Wired connection with SPEEDTEST at 43-47 mbps using 10g ethernet direct from modem. (Full package service BTW) via NVG589

The upstairs PC is experiencing the exact same issues using another wired connection through a 1g ethernet cable. I did download and attempt to run uvrealtime but it encountered a problem after install, which is a rare occurance for my rig. So no, havent been successful at running it yet. I will make an effort to uninstall all the components and try again however later.

Message 7 of 15
ACE - Expert

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-re

So, if I read your post correctly, wired service is satisfactory, but wireless is not.  If that is the case, there's little more to be gained using UVrealtime.  Is this correct?

 

*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 8 of 15

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-re

Nope, no wireless. (Though available)
Anything but satisfactory I am afraid. where we had the ability to enjoy our internet, this has been the worst experience since dial up. 

The main issue, and the overwhelming issue lacking good excuse, is that watching Youtube is impossible. Facebook doesnt populate galleries in photo albums, loading web pages is routinely slow and even comes up as unavailable or an OOPS message on chrome. Youtube vids buffer then rebuffer, or refuse to start, and then only at lowest resolution.

It seems the tech support thus far has been a push to claim assisstance has been provided. The phone call tech refreshed the signal, then claimed we improved something despite our informing him he had not. The kid who showed up that sunday morning was in a hurry to tell us everything was fine and that he could do nothing, despite us telling him of our degraded experience since leaving Comcast. His SUPPORT lasted all of 11 minutes including his 3 minutes of actual PC witness. 2 tube videos and a speedtest.net visit. I am at a loss to explaining the behaviors thus far.

Message 9 of 15

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-re

Is it possible that the U-Verse service just isn't reliable? It was one of our biggest questions for the sales rep who repeatetly assured us there would be none of the rumors we had mentioned. Yet, twice we were given a message about too many devices were watching television or what not. I digress though. The internet thing is the killer however. I am getting to that point with this thing. Every video to every other video will not load or play. That is by any standard, unexceptable. The inability to correct nor nail down the problem is just as unexceptable. That said, I have my fingers crossed that we are atop a list of immediate resolutions. We are quite literally days away from giving up and taking action as you might imagine. We paid for something we have yet to receive, not to mention having an experience we were guaranteed not to have.

The issues I have raised are certainly no mystery to AT&T tech support since a google shows similar results from other clients. The mystery is why there has been a feigned ignorance to its cause. Unless of course it is just the quality of the service. Again, I have my fingers crossed that that is not the case since that brings back to the sales rep and the odd behavior thus far.

Message 10 of 15
ACE - Expert

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-re


Elementalfascination wrote:

...Wired connection with SPEEDTEST at 43-47 mbps using 10g ethernet direct from modem. (Full package service BTW) via NVG589...

 


Okay, I took this to mean that you were getting satisfactory preformance.  I misread and I apologize.  Your issues are with buffering of video streams and actual website performance, not raw download speed.


Elementalfascination wrote:

Is it possible that the U-Verse service just isn't reliable? ...


Reliable means different things to different people.  One of the first components of reliablity would be "Do you remain in contact with the Internet at all times," versus "Does my modem lose connectivity all the time."  Via this metric, it would seem to be reliable.  Is this not so?

 

A second metric would be "Is the measured download speed consistantly near what I pay for?"  Apparently it's reliable in this as well.

 

A third metric would be "Does it consistantly work with all network applications."  Here is where you're experiencing an issue.

 

To be fair to the Premise tech, he knows about the first issue and can do somethings about the second issue, but he doesn't have a clue about the third.  Similarly, a line tech can't help you with this, either.  And don't get me started about first level phone support. This deals with network traffic, peering, routing, buffering, etc.  You need a network tech.   Strangely enough, no consumer ISP makes access to this sort of tech readily available to the end user.  It's a 80/20 rule (more like 90/10 rule), most customers don't experience these sorts of issues and it doesn't make sense to staff to handle them as a matter of course.

 

If you wish to work with an AT&T team that does have some knowledge of these sorts of issues and has access to more back end resources, then 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 situation. 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.

 

Regarding your comment about Googling to see that this is a common problem... just for fun, repeat your search and substitute any other consumer ISP for AT&T and see what you get.  If you see a big difference, I'd be amazed.  Unless, of course, that ISP doesn't provide a forum like this for users to report such issues.  All ISP's have issues of some sort of another that some customers will experience.

 

One more thing before I go.  Are your PC's connecting directly to the RG, or are you using some other intervening router?

 

 

*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 11 of 15
Contributor

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-re

Alright - so we had this same problem, actually it was my grandparents and since AT&T is a bit perplexed in the networking world and seems as usual unwilling to lend a helping hand I will let you know what we found.  

 

Two computers in the same house 10' apart connected to the same AT&T supplied router gateway.  Occasional users on wireless.  One of the computers and none of the wireless users had problems connecting to the interwebs and browsing, speed was good, connection was reliable, no problems.  The computer that did not have problems was running Windows 7.

 

Now enter the problem child a Windows XP Pro computer that had been working just fine prior to the upgrade, once the router gateway was upgraded however the connection became unreliable, lots of 'Unable to connect to the Internet' errors, sometimes just once, sometimes several times a browsing session.  So after pulling my hair out for a couple of weeks, trying new cables, switching ports, dns settings, etc - I started over, the issue was obviously on the computer and the router gateway upgrade was coincidence - or so I thought.

 

Last night we had a breakthrough, we started over and opened a command prompt, typed in ipconfig /all

 

What came up was normal, normal, normal, until the last two lines DHCP Lease Obtained and DHCP Lease Expiration - they were 30 seconds apart.  Now that is ludicris, getting a new address ever 30 seconds is #1 stupid and #2 stupid.  So I logged into the router gateway to see that the DHCP lifetime was 1 day, strange the computer thinks it is 30 seconds.  In the end we changed the lifetime to a 6 days 23 hours 59 minutes and 59 seconds, more our of spite than anything else and that worked - eighteen hours in and not an issue to speak of.  

 

If AT&T could spend a little more time looking into stuff like that instead of calling pot black.

Message 12 of 15
Contributor

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-re

I think the problem is systemic to u-verse and many other interent service providers. Not having enugh hardwar to handle all the users in any given area not enough bandwith for all the users, overselling conectivity before the hardware is ready to handle the load. On peek usage most everything slowes down. Check your internet speed periodicly on speedtest.net. I always keep a backup service aka my att cellular hotspot. 

Message 13 of 15
Contributor

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-re

P.S. And all this new technology is biggybacking on very old technology. the bottleneck my be in the old technology

Message 14 of 15
ACE - Expert

Re: Uverse Internet Constant Intermittent Connectivity, and problem persists after multiple modem-re


danielleinga wrote:

I think the problem is systemic to u-verse and many other interent service providers. Not having enugh hardwar to handle all the users in any given area not enough bandwith for all the users, overselling conectivity before the hardware is ready to handle the load. On peek usage most everything slowes down. Check your internet speed periodicly on speedtest.net. I always keep a backup service aka my att cellular hotspot. 


Unluckily all the Uverse RG's are not designed as routers, but for triple play, Uvoice, IPTV and Internet (not necessarily wireless).  Many users put a 3d party router behind the RG to get true router access and usually better wireless.

 

Personally I don't even use wireless, my laptop is connected by ethernet to always get the full 12M Internet speed I pay for. Smiley Wink

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*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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