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kxn's profile

New Member

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5 Messages

Sun, Jul 17, 2022 12:21 AM

ATT Fiber Unstable Ping

Starting a month or so ago, my ping became very unstable when it comes to gaming. It would go from around 12ms to 300ms and cause very annoying lag spikes. I have contacted customer service twice. The first time, I was told there was an interference which they fixed. After a day, the issue came back. I contacted customer service again and the kind lady walked me through a process of restarting my router and switching the ends of my ethernet cable. She even said something about putting me on a new internet line. The ping issue was fixed for about a day or two, and today the ping spike issue came back. I have ATT Fiber 300 and I use a router the AT&T Smart Wi-Fi extender to connect the ethernet cable to because my cable is not long enough to reach the main router. I haven't had ping issues for a year. I was told it could be an issue with the router being old and I would have to get a new one. The router is ATT provided. 

JefferMC

ACE - Expert

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30.2K Messages

4 months ago

I use a router extender to connect the ethernet cable to because my cable is not long enough to reach the main route

What is a "router extender"?  Do you mean a Wi-Fi extender used as a bridge?

New Member

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5 Messages

4 months ago

@JefferMC My bad! I use the AT&T Smart Wi-Fi extender. I should've clarified.

dave006

Scholar

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3.3K Messages

4 months ago

@kxn 

To try to clarify your configuration. You are connecting your Gaming computer to the AT&T Smart Wi-Fi Extender via Ethernet.

Is the AT&T Smart Wi-Fi Extender connected to the AT&T Gateway via Ethernet or using Wi-FI?

If it is connected directly to the AT&T Gateway using Ethernet then the AT&T Smart Wi-Fi is really just acting as an Ethernet switch for your computer.

Dave

JefferMC

ACE - Expert

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30.2K Messages

4 months ago

If it is connected directly to the AT&T Gateway using Ethernet then the AT&T Smart Wi-Fi is really just acting as an Ethernet switch for your computer.

Which is a lot better than if the extender is connecting to the Gateway via Wi-Fi, because that means you're using the extender as a bridge, and you don't have a true Ethernet connection to the Gateway; you might as well have a Wi-Fi card in your PC.

ATTHelp

Community Support

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203.6K Messages

4 months ago

We're here to help stabalize your connection, kxn!

 

Just as dave006 and JefferMC stated, while using your extender with an ethernet cord, you will still be relying on a Wi-Fi connection.

 

We suggest you optimize your internet connection, since the speed you get on devices connected to your network can vary. The number of devices you connect to Wi-Fi, how you use them, their age and type, and Wi-Fi signal strength all can affect speed. In terms of how this can impact your service, we suggest making sure your AT&T Gateway is directly plugged into a wall outlet, and not using any type of power strip or surge protector. These can cause power issues to the AT&T Gateway, which can affect the way it connects to the internet.

 

We also suggest downloading our Smart Home Manager application so that we can run a speed test on your service. The Smart Home Manager's test specifically checks the speed between your AT&T Gateway and the internet, versus other tests which check the overall connection between the device you use and the internet. We'll need to compare the speed you are getting to your AT&T Internet plan to see if it falls out of the acceptable speeds you should be receiving.

 

Let us know if this helps!

 

Donovan, AT&T Community Specialist

JefferMC

ACE - Expert

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30.2K Messages

4 months ago

In terms of how this can impact your service, we suggest making sure your AT&T Gateway is directly plugged into a wall outlet, and not using any type of power strip or surge protector.

Yeah, yeah, yeah.  Until you have a power failure or spike, and then they'll wonder why you didn't.  Yes, it is possible for bad surge protectors or power strips to cause issues, but not likely if they're good quality.  I'd recommend a small UPS.

tonydi

ACE - Guru

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8.4K Messages

4 months ago

Let's see.....the official AT&T Installation video

https://www.att.com/support/article/u-verse-high-speed-internet/KM1377555/

Run the video to the 2:50 remaining mark.

(edited)

JefferMC

ACE - Expert

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30.2K Messages

4 months ago

@dave006 the original gateways came with a Belkin BBU, which essentially is a UPS.  Thus the wall outlet is a reasonable suggestion.  As soon as they moved on from the older 3x00 series 2WIRE Gateways and dropped the external BBU, then a good quality surge suppressor was in order. 

I can certainly see, as a temporary diagnostic tool, removing any and everything from the mix, including UPS, Surge Suppressors, power strips, etc. to see if the problem remains (and returning to the original if it made no difference). But that's not how ATTHelp presents it in their cut and paste library answers.

New Member

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5 Messages

4 months ago

@dave006 

My Wi-Fi extender is plugged into a surge protected outlet extender. I have never had any issues with it before maybe for the past year. The ping spike issue just recently occurred; I'd like to say probably after the really bad storm my area experienced one day that caused a power outage for an entire day. I don't know if that might affect anything? Like I've said, I've contacted AT&T customer service multiple times. I was also told to reboot my router once a month, which I did. There was an interference and it was cleared according to an AT&T representative and I even went through a troubleshooting process. I can try to plug the Wi-Fi extender directly into the wall outlet like @JefferMC suggested to see if the problem remains, but I doubt it'll do anything especially since I've never this problem before when it was plugged into an outlet extender. 

I asked some friends and they suggest that maybe I needed a new router because the one I have right now may have be worn out especially since it was provided by AT&T and that could cause ping instability. Can any of you explain or elaborate on that? Could that be a potential issue? Could it be because of the quality of the router?

New Member

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5 Messages

4 months ago

Update: I plugged my WiFi extender directly into the outlet and it somehow made it worse... I started getting ping spikes up to 1300ms. I also realized that the ping spikes only happens during gaming. I'm not sure if it's just more noticeable during gaming, but when I watch shows or movies or use any streaming services everything loads just fine. But when I open up a game, then my internet just starts lagging.

It could possibly be because my ethernet cable isn't connected directly into the router, but this wasn't an issue for the past year. I've had this WiFi extender for a year and it worked perfectly fine up until now. I'm honestly stumped. Maybe my router is just burnt out or something.

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