New Member
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12 Messages
What to do when AAT&T customer service doesn't listen to you on the phone?
For months the internet service has had an intermittent problem. While connected to Ethernet, the service will sometimes drop out for a minute or longer before reappearing. This has been terrible for me since I livestream. First, they sent a new modem. No difference. Then, they had a service person come and they found a problem not on the property. They returned and dug a hole outside where there is a pole with some electrical stuff. They have not filled in the hole and it looks incomplete, yet we were told via text that the problem has been resolved. It has not been. Calling customer service, the representative (probably in India) could not understand english well enough to understand the problem and tried to tell us that we should buy or rent a WiFi extender. The problem has nothing to do with WiFi since the WiFi isn't even being used when this problem happens at it's worst (which is during times of business, when it the computer is directly attached via Ethernet). She would not listen and kept repeating her insistence that it was about WiFi and offering WiFi solutions that couldn't possibly help at all. I swear my blood pressure is going to kill me after that. We then proceeded to go the local ATT&T store, but they refused to help and only gave us a card with the same number we already had on it with which we reached the non-english speaking person that wasn't able to understand english or her tools well enough to even grasp the problem.
tonydi
ACE - Guru
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9.9K Messages
5 months ago
If the issue can't be fixed by a reboot or a replacement then you've exhausted the capability of the phone "support" system.
Intermittent issues are THE worst because they never happen when a tech could be present to hook into the system and see where the issue is. You almost hope for it to break completely.
What gateway do you have and what do the lights on the gateway look like when this happens?
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DJ_Jason
New Member
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12 Messages
5 months ago
Hi @tonydi , the modem is the BGW 210 and it's in a part of the house that is inaccessible to me when I am using the Ethernet. I should set up a camera on it to answer that question.
Thanks for responding.
I really hope that someone just made a mistake and AT&T clicked resolved in haste somewhere and that they will still actually fix the problem eventually. The place where the electronics post was dug up outside is probably at fault as that's what they thought before this erroneous text came in saying the problem was fixed. It's a huge hole and someone could fall in it since it's right next to a sidewalk. If it was really fixed, I'd have expected the hole to be filled in... but days are passing without anything happening.
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tonydi
ACE - Guru
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9.9K Messages
5 months ago
I really doubt that anything more will be done if they closed the ticket. I would think that if they found an issue farther up the line, something handled by a different dept, then the tech would have told you he was opening another ticket.
The hole in the ground isn't indicative of anything except AT&T's ineptitude at dealing with cleaning up after themselves.
Do you have wifi devices that also lose the connection when this problem with the wired devices happens?
It might be interesting to see what your line stats are, that may shed some light on if the circuit is on the ragged edge and that's why it's failing.
Go to http://192.168.1.254/, click on Broadband and look for some tables of Sync Rates, Attenuation, SN Margin, error counts, bytes received/transmitted. Then on the Device->System Information page, look for the Time Since Last Reboot.
Take some screen captures of that information and paste them back here in a reply.
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DJ_Jason
New Member
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12 Messages
5 months ago
@tonydi , yes, the wifi devices experience the same drop out as the Ethernet connected computer.
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ATTHelp
Community Support
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210.2K Messages
5 months ago
Hey there DJ_Jason, let us see what we can do to improve your Internet connection.
We'll be sending you a Direct Message to get started. Look for the chat icon in the upper right corner of the page.
Talk to you soon!
Aminah, AT&T Community Specialist
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ATTHelp
Community Support
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210.2K Messages
5 months ago
We'd also like for you to go ahead and send the screenshots that tonydi requested, so we can get a better idea of what could be causing this.
Aminah, AT&T Community Specialist
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DJ_Jason
New Member
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12 Messages
5 months ago
ok, I will send those screenshots to you in the private message that you started with me.
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tonydi
ACE - Guru
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9.9K Messages
5 months ago
It would probably be better if you posted them publicly, blanking out your Public IP.
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DJ_Jason
New Member
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12 Messages
5 months ago
Unfortunately, the problem persists. The AT&T rep closed our conversation however, so I can't tell them directly.
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DJ_Jason
New Member
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12 Messages
3 months ago
The giant hole they dug is still there and not filled in. The problems with the ethernet dropping out every day multiple times per day persist. Phone calls with service people have not helped. No one seems able to help. Today, I saw that a comment I made about my problem elsewhere here was attacked rudely. Seriously, what else can one do but look for answers within other people's problems, since there is no help to be had with this?
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