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DillWill's profile

Contributor

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4 Messages

Friday, September 22nd, 2023 12:02 PM

No help from fixed wireless internet

I've contacted att multiple, and I mean multiple, times about my fixed wireless internet. Some calls lasting for hours, being transferred until my head spun, talking to techs who have no clue what's going on. I've argued the fact that my equipment is registering more data than we are actually using. I've gotten the Mastech team to come out and attempt to replace the router, but low and behold the new one doesn't work (doesn't connect to internet). So they come back out with another one and guess what... it didn't work either. So they replaced some power box to the gateway and said that should do it.

It's getting to the point that I'm receiving emails while SLEEPING (with all devices off) that we went over a data package so they've given us another 50gigs for $10. These packages increase my bill exponentially. Even speaking with reps over the phone, they try to convince me that we are actually using this data. Arguing the fact that we HAVE NOT gone over this much in the years of service, but as of this year - after a major lightning storm, all of a sudden we're rocketing past our 500 gig limit EVERY month. 

Not ONLY is this a major issue in which ATT or Mastech are clearly blowing off, ATT takes in the money not even trying to hold up they're end : You wouldn't pay another extremely high bill until a tech has come out to the house and replace the router.

My services always say that my gateway is offline, even though were connected to the internet. I can't see device usage, the home smart manager app that they live by always displays that the gateway isn't connected. Tell me, how are you able to register data when the gateway isn't connected?? My bill has climbed so high that I've had to cancel my direct TV last month and here's the kicker - I still have the service and I'm STILL being charged for it!! I need help. Big time. 

ATT, I NEED YOUR HELP. REPLACE THIS ROUTER... THEN YOU CAN SEE WE ARENT USING THE AMOUNT OF DATA YOUVE BEEN CHARGING US FOR. ILL PAY FOR THE NEW ROUTER, JUST SEND SOMEONE TO FIX MY ISSUE.

Accepted Solution

Former Employee

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22.5K Messages

9 months ago

The OP states Fixed Wireless, years of service and 500G data cap with $10 overage charges up to $100 per month, MasTec techs…. This is ATT Fixed Wireless with an antenna mounted, wiring to gateway which is Pace 5268. 

ATT Fixed Wireless is 4G LTE was released in 2017 intended for 1.1 million addresses in select rural to semi rural areas of 18 states as a replacement for LEGACY DSL (best speed internet 6) which has 150G data cap, overage charges of $10/50G up to $200 per month.

Recommend looking into FWA (Fixed Wireless Access) either  for ATT AIR released spring 2023 or other FWA service from T-Mobile or Verizon.

https://www.att.com/internet/internet-air/

ATT AIR uses 5G cellular connection without antenna, self install, no on-site tech support, has unlimited data with no overage charges and at $55 per month with autopay and paperless billing is at least $15 a month less expensive.



edit… another option would be StarLink satellite internet of check for other WISPs in your area.

https://broadbandnow.com

(edited)

Community Support

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232.8K Messages

9 months ago

We understand how it makes you feel, we're glad to help you @DillWill!

 

To replace the router, please reach out to our customer support team at 800.288.2020 to book a technician which will come with a cost of $99. They are available from Monday through Friday, 8:00 a.m. to 7:00 p.m. Saturday & Sunday, 8:00 a.m. to 6:00 p.m.

 

Let us know if you need further assistance.

 

FionaA, AT&T Community Forum Specialist

Tutor

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474 Messages

9 months ago

Which fixed wireless do you have (what model gayeway)?

Tutor

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474 Messages

9 months ago

I suspect there are multiple issues here. One of which is disucssed below

> My services always say that my gateway is offline, even though were connected to the internet. I can't see device usage, the home smart manager app that they live by always displays that the gateway isn't connected. 

There have been multiple issues reported in the past of SHM not properly reporting on the gateway in this situation. A result of firewall issues between the mobility network and the internal network that manages the 5268AC (which SHM talks to). I suspect this may never have been fixed.

Tutor

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474 Messages

9 months ago

Ignoring SHM, are you able to connect to the Internet at all? It is not clear from your comments ("doesn't connect to internet" and "even though were connected to the internet")?

Contributor

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4 Messages

9 months ago

Yes, we can connect and have decent speeds and all. The new router they brought wouldn't connect though... So we're still operating with the old one. 

I've recently got in touch with att (for the 90th time) fixed wireless internet tech and they are now sending me a new router free of charge... In which I was "assured this one will connect". Heres hoping.  I'm ready to give up on this service but starlink isn't available at my location. We're pretty limited due to living on a farm.

Tutor

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474 Messages

9 months ago

If you are connected to the Internet, it could be that one of your LAN devices had a problem after the lightening storm and is generating traffic in a crazy manner.

In the landline 5268AC device, a feature was added, hidden and then made visible again (Setting -> Diagnostics -> Application Statistics or http://yourgatewaylanaddress/xslt?PAGE=C_5_10). I am not sure they activated it for fixed wireless users but you might check it out. It may show you LAN device usage.

Replacing the router will not fix this issue.

(edited)

Tutor

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474 Messages

9 months ago

Alternately, it could be that AT&T has messed up some of it handling of management data.

The fixed wireless solution has two network paths (i.e., APNs) from the outdoor antenna, one to the Internet and one to its management network. The management network connection is not used for all of the management traffic, just that for the gateway's management system.

The rest of the management traffic (e.g., speed testing and gateway to network data collection) is sent thru your Internet connection, is supposed to be tracked by AT&T and zero-rated (e.g., not charged to you). If they didn't do this properly, some of their management traffic may be counted as your Internet traffic.

Replacing the router will not fix this issue.

The problem here is that to figure this out, your need to find one of the few people at AT&T who know what I'm talking about.

(edited)

Contributor

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4 Messages

9 months ago

I'm a plumber, lol, all of this is way above my head. I'm into problem solving by process of elimination.

They've replaced the power box to the gateway. But the router they installed didn't work. So a step further would be definitely replacing the router. After many talks with ATT about my issue, the many hours spent with technical support on the phone troubleshooting the issues of gateway not connected, not being able to see the device usage of how much data (that's att excuse on to not reimburse me anything because it can't be proved it's one of our devices) they haven't seen nor talked about this issue you've raised.

Two of my three kids ha e grown and moved out, and were using more internet than before... we should be using less, theres definitely something askew and ATT isn't helping to fix or come up with any type of solution, other than it's us using that amount. TYPICALLY we use about 510 gigs. As of right now were pushing 726 gigs, and the month isn't up.

Tutor

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474 Messages

9 months ago

Try seeing if you can see traffic using http://192.168.1.254/xslt?PAGE=C_5_10)

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