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TBKnbaNYC
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The 5th element!

Contributor

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12 Messages

Tuesday, December 7th, 2021 10:57 PM

AT&T Fiber 1000/1000 Packet Loss and Latency Spikes intermittently 24/7

I'm in Los Angeles and I've had my AT&T Fiber line for ~13 months now.  For the 1st year it was pretty much flawless, never any packet loss or latency issues.  For the past 3 days it has been very bad.  A few seconds of disconnect / packet loss every 2 to 30 minutes randomly.  It makes any split second trading (my work) online very risky and it makes gaming (my off time) very frustrating (random packet loss freezing up and disconnects).

I spoke to phone tech support who after much back and forth established it wasn't a problem with my computers/equipment.  They could see the disconnects to my modem.  A tech came out to my house and he said my line looked perfect.  The light db reading was around -17 db (which he said was very good, I don't know much about optical metrics). 

The AT&T tech told me that he's been seeing a lot of customers this past month with these same problems.  He is convinced it is some sort of problem on the server side.  How do we find resolution?  Is there a department to contact to escalate this?  Anybody?  Please advise.

ATTHelp

Community Support

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207.2K Messages

1 year ago

We're here to help troubleshoot your connection, TBKnbaNYC!

 

We suggest running a Speed Test via our Smart Home Manager application, and letting us know the results. The test checks for the connection between your AT&T modem and it's outside connection, as compared to other tests which only check between your modem and device. This will help us narrow down where the issue may be occurring.

 

Just to clarify, are the devices you are having concerns with used over Wi-Fi or Ethernet cable? This will help us know if there could be any interference in your home that is causing connection issues.

 

Let us know. We hope to hear back from you!

 

Donovan, AT&T Community Specialist

TBKnbaNYC

Contributor

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12 Messages

1 year ago

I just ran that test again.  "Speed to home" I'm getting ~952 Mbps for download and upload.  Pretty much exact same #s for "Speed to Device."  As I explained earlier however, I am not having a bandwidth issue... I am having intermittent packet loss issue.

My devices are all hardwired.  I have also recreated the problem with just 1 computer directly hardwired into the modem with wifi off and no other devices connected.

As your AT&T tech concluded:  There is an issue caused by something outside of my home.  

ATTHelp

Community Support

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207.2K Messages

1 year ago

Hi, TBKnbaNYC.

 

Since the technician confirmed that this is being caused by something outside your home, would you like for us to send another technician out to see what they can find outside?

 

Aminah, AT&T Community Specialist

JefferMC

ACE - Expert

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30.9K Messages

1 year ago

When the tech says "outside the home" he really means "within AT&T's network" not out at the edge where your line techs can reach.  Several groups of people in various locations have discovered issues where a router is apparently either overloaded and/or misdirecting traffic for these users in that geographical location.  These episodes can last a few minutes to a few hours or be intermittent for a few weeks, then go away.

During an episode, the network area having issues can be identified by having several people in a single county do traceroutes to find the anomaly. But there is not a good way to report a technical issue to AT&T because the AT&T support organization presume that the AT&T network and equipment is perfect and all problems are related to (a) customer error, (b) customer equipment, (c) customer-specific resources.  It's never the network.  Ever.  Can't be.

TBKnbaNYC

Contributor

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12 Messages

1 year ago

Thanks for the reply ATTHelp but I think you miss-understood my figure of speech.  An AT&T tech came to my house yesterday and his words were: "it is a problem with AT&T's servers.  the line to your house and modem are working perfectly."  

"Outside of my home" was a figure of speech I used here.  There is a problem with AT&T servers, or some node somewhere in Los Angeles, or something up the network route that I do not know the name for.  AT&T tech at my house told me this.  The tech said lot's of customers in LA are having this problem right now.

Thanks JefferMC, you get it.

ATTHelp, can I escalate this issue and speak to someone who can help me with this?

(edited)

ATTHelp

Community Support

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207.2K Messages

1 year ago

We can definitely escalate this for you, TBKnbaNYC.

 

Let's meet in a Direct Message on this. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

JefferMC

ACE - Expert

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30.9K Messages

1 year ago

@TBKnbaNYC if you make some sort of progress (even if it's just that you get to log a ticket and are asked for relevant information about the situation), please let us know.  It would be nice to know that support can actually escalate issues like this.

TBKnbaNYC

Contributor

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12 Messages

1 year ago

thanks for following up @JefferMC 

@ATTHelp DMed me and said:

“Hi -- it's AT&T here. Now that we are in a Direct Message, we wanted to let you know that we'll go ahead and escalate your packet loss issue. It will be addressed internally, so you won't receive an update. As JefferMC mentioned, the issue should pass in a matter of time, as packet loss and high latency are intermittent. Thank you for contacting the Community Forums team. If you need help with any other aspect of your service, let us know.”

two confusing things here.  1) they don’t know who I am… or my address and info etc… so how will they escalate my issue?   2) why was this a DM? 

also they seemed to quote you @JefferMC as reassurance… all strange and I don’t feel helped.  I would happily pay for better service.

(edited)

JefferMC

ACE - Expert

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30.9K Messages

1 year ago

@TBKnbaNYC , I would love to be wrong, but I think the reason they took it private was so that they would get credit for working on a ticket for you and so there wouldn't be a public record of how little they did.  In the DM session, they could have validated your account, but it doesn't sound like they even did that.

I'd ask him in the DM... how they're going to escalate your issue without knowing who you were, when the problem started, etc.

(edited)

New Member

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6 Messages

1 year ago

Same problem in South Central Texas. Problem comes and goes but is highly problematic and results in major loss of productivity and time. Have been trying to deal with this since switching to Fiber 18 months ago. The second a better option (Google) appears, I’m gone.

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