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Z

New Member

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4 Messages

Monday, January 17th, 2022 7:24 PM

High ping on 1 gig Fiber

Have talked with customer service, including a supervisor, twice now. When running the speedtest in the my att home app, it shows 1-2 ping(on my cell phone). When I run any other speed test(ookla, fast . com, att.com/speedtest), there is a minimum of 14 ping. I've ran tests on several devices and all of them have this high ping, 14-30ms. 

I ran a tracert and found it starts the delay on the below IP's:

 11    16 ms    16 ms    16 ms  142.251.229.31
 12     *       33 ms     *     216.239.49.152
 13    35 ms    33 ms    32 ms  209.85.250.145

ping test to google shows 30+ constantly. The above tests are done with full copper cat6e media bridge ethernet cables. 

I'm also having an issue with buffering on wireless devices that are in good wifi range. Buffering and 10+ ping are unacceptable for fiber. 

I had at&t fiber a couple years ago and would pull 1k+ mbps up and down, with constant 1-2 ping. Also, website says lower than 11 ms latency. 

Please let me know what else I can provide to help resolve this issue

edits:
1.) Using BGW320-500 Gateway

2.) Speeds vary from 300mbps to 940 mbps up/down - Very inconsistent when doing tests

3.) I've tried all of the options around speeding up internet speeds on att's site.

ACE - Expert

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35.8K Messages

2 years ago

Latency is not guaranteed to be less than 11.  And, there is definitely no intent to provide that latency to any server any where will be less than 11.  Constant 1-2 ms ping would be to places physically near you.  Note that the speed of light through fiber is 124,188 miles per second, or 124.188 miles per millisecond.  So once your responding server is 186 miles away, your latency will be at least 3 ms, not taking into account any processing latency or copper.

Without reverse DNS names on those IPs that can be translated into physical locations, and not knowing your location, I can't come close to deciding whether or not the latencies are reasonable.  All three being Google IPs doesn't help.  Google's network spans the globe.

When I run any other speed test(ookla, fast . com, att.com/speedtest), there is a minimum of 14 ping

Note that any speed test running on your phone will have to make the Wi-Fi hop to your Gateway, which adds significant latency.  When running the AT&T speed test app from whatever client, it is reporting the speed from the Gateway itself, without the latency to the device (unless you're talking about the second, device test, which is the same as if you did Ookla from the client, because that's what it's doing).

And to hear '13-14ms' being described as "high ping," well... first world problems, for sure.

(edited)

New Member

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4 Messages

2 years ago

The server for the speed test is less than 20 miles from me(texas).

and I've had xfinity/at&t both would consistently pull 1-2 ping, (Edited per community guidelines) yes I want it to be good, I'm paying for it. - They do specifically advertise less than 11 ping, with some disclaimers. 

Acting like it's okay for gig speed to buffer Hulu is insane. 

(edited)

ACE - Expert

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35.8K Messages

2 years ago

You never said anything about Hulu in your original post.

Hulu buffering may, or may not, have anything to do with your connection, but instead with Hulu. 

Furthermore, buffering is usually caused more by a bandwidth limitation than increased latency (though there is some relationship between bandwidth and latency).

I know AT&T advertises:

ultra-low latency (ping rates under 11 milliseconds)

But they never say latency to where, do they?

New Member

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4 Messages

2 years ago

Hello Matthew,

Please see screenshot below. 

My username/pass wont work for that article site and have done all the suggested trouble shooting 
Thanks,
Zachary

Community Support

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232.8K Messages

2 years ago

Hi, Zachary_ and saraclay! Let's get this resolved. 

 

Thanks again to @JefferMC for all that you do for the AT&T Community. 

 

From what we do know about tracerouting is, that the first 6 hops of the traceroute is within the AT&T Network. Anything above that, is outside AT&T's network. 

 

There are somethings that you can do to help improve your statics. 

 

We have found a great forums article that may put some insight to what is happening. Check this article out:  High Latency & Ping - What You Need to Know. Also, there is an accepted solution right below the article that could also help. Check that out as well. 

 

Other then that, we can go through and do the recommended troubleshooting which is:

  1. Restart You AT&T Equipment, if that doesn't work, then Factory Reset your AT&T Equipment
  2. Also, you can Optimize your Internet Connection.

If it comes down to Wi-Fi, we have a great tool called the Smart Home Manager. The Smart Home Manger can run tests to determine if there are weak signal spots in the home and it can provide recommendations if Wi-Fi extenders are needed. You can get the Smart Home Manager app via your smart phone or tablet.

 

We would love to hear back from you. If these tips above does not help, then can you please provide a screenshot of any traceroutes and ping test that you have done as well as, any speed testing. That would be most helpful. 

 

Thank you for using the AT&T Community Forums.

 

Matthew, AT&T Community Specialist

 

 

 

New Member

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4 Messages

2 years ago

@ATTHelp still unsolved

(edited)

ACE - Expert

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35.8K Messages

2 years ago

What is it that you're expecting ATThelp to tell you?

Community Support

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232.8K Messages

2 years ago

Let's take a closer look at what's causing your latency, @Zachary_

 

We're going to be sending you a Direct Message. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

 

Raiden, AT&T Community Specialist 

 

 

New Member

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9 Messages

2 years ago

https://about.att.com/sites/broadband/performance

youre getting IPBB pings not fiber

I got the same problem 

they need to get there stuff together in order an fix this to be honest because im paying also paying for 2G up an down an not getting what im suppose to get but it's there problem soo.

New Member

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13 Messages

1 year ago

Muh pang not gud

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