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Genaric's profile

New Member


1 Message

Tuesday, March 14th, 2023 4:58 AM

High ping

i have reset my router every day for the past few months with hopes of the lag going away but still i'm stuck with only half of my promised speed when wired you guys need to sort something else on your end my supplying better equipment, customer service, and just lower latency.


Community Support


215.1K Messages

3 months ago

Hi there, @Genaric! We're here to help with the high ping and slow internet speeds you've been experiencing. 


Thank you for letting us know that you've already tried rebooting your equipment. That helps us in the troubleshooting process.


Since you've already tried rebooting your gateway, we suggest that you perform a Factory Reset. Sometimes, having custom settings can cause interference with daily activities and can contribute to various problems such as high ping. The Factory Reset can be done by following these steps:

  • Locate the small red button & pinhole on the lower rear of the gateway
  • Depress for ~15 seconds

WARNINGThis will return all gateway settings to a default state. Any custom Wi-Fi passwords, Wi-Fi names, SSID, Static IP, and Port Forwarding rules will be lost. Settings can be restored, scroll to accepted solutions for steps to restore settings.


We've got a great article that's all about Optimizing Your Gateway and Wi-Fi Network. Be sure to choose your gateway model from the drop-down list for the most accurate troubleshooting steps.


For high latency, ruling out devices on your network is key to determining if the issue is user-generated or not. For example, if you have multiple devices on at one time, this can cause high latency. Using a VPN may cause high latency. Uploading may cause high latency. The best way to determine an issue is by disconnecting all devices and routers and testing with only one device connected directly to the modem. We have a helpful Forums post on understanding High Latency & Ping that contains lots of information that may be useful in your situation.


Let us know how it goes!


Lacey, AT&T Community Specialist 


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