New Member
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2 Messages
Auto Update drop my internet connection down
Every 2 weeks the auto update the box unit in the demark room and drop my internet for more than 48 hours until the technician comes and he realized that can't solve it. So he call the TIER 2 Technician and they restore the old software.
How can I solve this?
They replaced the modem 4 times. But the engineers can't find the solution.
ATTHelp
Community Support
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221.4K Messages
4 months ago
We understand your frustration with the intermittent internet service during the updates and we'd be happy to help you @oemb29.
To get started, we'd recommend checking out our information on resetting your modem to help with constant internet service dropping. This is the simplest way to fix issues that could be causing intermittent internet service.
Just to confirm, is this your own personal internet service or one that is at a business? This is so we know the next steps we need to take in order to continue helping with the dropped internet service.
We look forward to hearing from you.
Robert, AT&T Community Specialist
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oemb29
New Member
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2 Messages
4 months ago
I know that the first response teams do the "reboot the modem" but this is no typical problem. The AT&T complex issue doesn't take care if it is only 1 customer affected. The demark box located in this room has 3 customers but the other companies use AT&T as a secondary ISP because they realized that AT&T can't solve this issue, so they more for a better support ISP company.
After the Level 1 technician came, they realized the problem is more complex and it might take care of this big headache of 24-48 hours without internet.
Tier 2 Technicians don't care too much the customer service and we are affected by this issue.
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ATTHelp
Community Support
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221.4K Messages
4 months ago
Thanks for sharing that information with us @oemb29.
In order to further help with the internet service that you're experiencing, we'll need to meet in a DM. Please check your Direct Message inbox (it's the chat icon located next to the bell icon in the upper right corner of the Forums).
We look forward to hearing from you.
Robert, AT&T Community Specialist
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