General discussion related to Cable Modems, DSL, Wireless, Fiber, Mobile Networks, Wireless ISPs, Satellite, or any other type of high-speed Internet connection, general issues and questions here. Review and discuss ISPs as well (AT&T / SBC, BellSouth, Bright House, CableOne, Charter, Comcast, Covad, Cox, Cablevision / Optimum Online, TMobile, Verizon FIOS, Shaw, Telus, Starlink, etc.)
I've had a huge problem lately with latency. Basically, thanks to the help of a friendly tech who didn't charge me for a visit, we discovered that the default gateway I'm assigned is just plain overloaded at anything other than non-peak times.
My friend on AT&T two towns over can tracert to Yahoo all day long with ping times less than 40ms. At my best I get 40ms ping times, but anything after 3pm the latency often hits 300 to 480ms, or times out alltogether.
The tech had me continuously ping my gateway and sure enough, at 5pm every ping was above 300..then once or two would be at 80 or so...then back up to 150, to 300, even 400....
Pinging to the modem takes no time at all...less than 10ms.
But he said he can't do anything about it.....I emailed AT&T tech support and mentioned all of this, and got the canned response letter back from them.
Is there any way to contact AT&T to let them know a problem exists, or should I just bag the whole thing and go DSL (which is an option where I live). The tech said he'd been working my area for a few months and this problem is becoming more and more prevelant, people are complaining.....but who do I contact to get some satisfaction out of this?
I like attbi on-line chat. If you are persistent… the first on-line people will forward you to a second level of support
"I’m sorry sir but I’m going to move you up to our technical group to see if they can resolve this problem". Worked for me three times in a row. Just remember that the first group responds to you from a script. You need to get past them to the technical help group.
I can't stand any tech support for AT&T and I am an HSD Techinician for ATTBI. I may be able to help, I cannot promise anything since I more that likely do not work in your region. I have had similay problems with customer in my area of NW Indiana, though the actual router/gateway has not been the issue, its been an issue of a crowded node.
Can you give me the town you live in, the node you are in which is located in the upper half of a workorder on the right side, and the ip for the gateway that you have been pinging. It would also help if I had the IP for the Modem itself, or the computer. I understand if you do not want to give me an IP since you do not know me but it would help me to narrow down your modem.
I have access to a tool that allows me to look at any CMTS in the ATTBI system. Basically I can look to see how many homes passed, how many subscribers are in you node, and I can email someone in the local system through the intranet. I don't know if I can get anything set into motion for you, but customer oriented as I am I will try.
