08-28-2010 10:48:59 AM
i'm really fed up with this, att doesn't care about its customers i just spent about an hour on the phone with someone that couldn't help me and like always wants to sell me a new modem, which will be my 3rd before they send out a tech. i've had techs come out nothing helps nothing works especially your service. if you had told me when i signed up that i would get service 50 percent of the time and thats at best i would have laughed at you. i'm done with att i've got a droid phone which i can tether i realize it will be slow....very slow but it will work when i need it to. i also realize i will lose my year of xbox live but chalk it up to experience....never ever will i fund att's awful service again. i hope you go out of business...enough people wise up and you will.
09-01-2010 05:11:03 AM
I’m going to try this board and hope that a few more people see this and might be able to fix my problem.
Unfortunately I think the only people reading these are people with problems! I’m on Windows XP and my old 2wire modem bit the dust. It was replaced by the new 2wire modem/router/gateway. My two other computers connect fine but this one gets a signal, says it’s connected but will have interment periods (five minutes) where it can not send or receive data.
I’ve gone through setup and trouble shooting with phone support. The only way I can fix it is to change the channel on the modem every morning when I turn everything on. At that point, it works fine. I’m hoping someone on here has run across the same thing.
I ran a tech support department years ago so I’m not completely unknowledgeable, but I hate to have to pay one of their premium tech guys to work on it. Too bad I can’t grab one of the UVerse guys who always seem to be working in the neighborhood
09-11-2010 09:12:50 PM
I can't say exactly how we've been having these connection problems. Its been at least six months though. It started out that the modem would need turned off and unplugged for a minute, then plugged back in and powered on and the connection would be good. This would only happen once or twice a month for a couple months. Then it started happening with more frequency. Still no big deal to me.
Then one day, all the lights on the modem start blinking. This was noticed after a streamed show was stopped for connection issues. Before I had time to get to the modem to do the normal reboot, the lights had stabled and the connection was back. It started happening everyday. Sometimes once a day sometimes many times.
Finally got around to calling support. They ran the line test it was fine but the person did notice that i wasn't getting very good speed. She suggested that maybe the old dsl modem couldn't handle the upgraded service. I should upgrade the modem she said. She was then going to get someone to confirm the upgrade with me and we got disconnected. That was actually the fault of at&t's wireless service near my home as I lost my cell signal. but I had given her my number in case we got disconnected. However not return call. I figured I'd go ahead and call back. I explained to the next person what had happened and what we were in the process of and they transfered me to someone else who sold me the 2wire wireless gateway for $100. Which like an **bleep** thats been with ameritech/sbc/att for 15yrs thought "owe if thats what i need then I'll pay" instead of saying "send me, your loyal customer, what I need to continue being said loyal customer. Ohh and by the way get me 3g in my area."
anyway got the new modem and as fare as i could tell everything was fine for about a week. Now its still doing it and I know this was just like alot of the other posts but I figured I'd put my 2 cents in, but I want it fixed or maybe I'll do like others are suggesting and switch to comcast.
09-11-2010 09:31:15 PM
Oh also here is the log from the 2wire
Collected for 2:13:50
|Since Reset||Current 24-Hour Interval||Current 15-Minute Interval||Time Since Last Event|
|ATM Cell Header Errors:||35897||35897||682||0:00:36|
|ATM Loss of Cell Delineation:||34483||34483||580||0:00:36|
|DSL Link Retrains:||15||15||1||0:01:33|
|DSL Training Errors:||0||0||0||0:00:00|
|DSL Training Timeouts:||0||0||0||0:00:00|
|DSL Loss of Framing Failures:||18||18||2||0:01:33|
|DSL Loss of Signal Failures:||18||18||2||0:01:33|
|DSL Loss of Power Failures:||0||0||0||0:00:00|
|DSL Loss of Margin Failures:||219||219||2||0:01:33|
|DSL Cumulative Errored Seconds:||1061||1061||62||0:00:36|
|DSL Severely Errored Seconds:||601||601||12||0:01:06|
|DSL Corrected Blocks:||86102||86102||3608||0:00:00|
|DSL Uncorrected Blocks:||35900||35900||686||0:00:36|
|ISP Connection Establishment:||4||4||4||1:51:52|
09-12-2010 10:08:56 AM
Wow! I did not know so many people are having the same issue. I assumed it was my equipment since I have been a long time pacbell customer that was pretty reliable. My set up is an Actiontec GT724 (set up as a dumb modem) connected to a DLING DIR-655 wireless/wired router. I had to set up my Actiontec as a dumb modem since I thought the Actiontec and DLING were causing a conflict (confirmed with Actiontec). But after I did that, I still experience intermittent drops. I thought heat was a factor; configured both units vertically - still drops. I see a lot of gamers on here and i can understand the demand of the games may cause issues but at&t should be able to handle that. FOr me, I am just doing normal stuff - Netflix, school, work, etc... I may need to switch, I have been a pacbell/at&t customer for over 30 years (before home computers).
09-12-2010 03:25:24 PM
I am having the same issues! Everyday (some times multiple times daily) my internet connection goes down. Sometimes i am able to re-set it quickly. Other days it takes me calling into the tech support line and having them change my password and re-set the connections. Today after I got off the phone with them it went down 10 minutes later. This is ridiculous. Every test that they run say that my connection is fine and it is working, meanwhile I am staring at a screen that tells me the Server cannot be found or AT&T has to re-set my connection or some other crap that means that I have no service BUT my modem has a solid green light showing a good connection. I was finally told today that I may have a bad modem and if it happens again I will need to have them send me a new modem. Then they told me how much it was going to cost me. I told him that he needs to notate somewhere that if I have to pay for a new modem then I am going to cancel my service. I also told him that I am sick and tired of paying them each month for a service I am able to use about half the time and I do not want to keep throwing my money away. I have another friend who lives near me that has the same problems and after seeing all of the other posts on here it appears that AT&T has some serious problems and needs to start looking into WHY everyone is having these issues. It can't be our equipment if so many people have the same exact issue with different equipment.
I asked the guy in India or wherever my call got routed to if he could suggest a new internet service provider because I am in the market for one.
09-13-2010 12:25:07 PM
This is crazy. Just stumbled across this forum after suffering intermittent disconnects on a regular basis. I have wasted countless hours of my life on the phone with Tech Support in Pakistan to no avail. All they want to do is sell me a new modem...
I've had ATT cellular service for 8-9 years and DSL for 3 years. Until recently, my DSL has worked flawlessly. However, now any time I sit down to play my PS3 online my Motorola 2210 loses sync for about 2 seconds and kicks me from whatever game I'm in and then resyncs within 5-10 seconds. I've had 4 different techs come out to look at it, both inside and out, and they have all said it is a line problem. Well after they "fixed" it on Thursday (9/9/10), it does the exact same thing. They sent a different tech out today that said he was going to the substation to try switching my port to see if it would resolve the issue; it didn't.
I have the DSL Elite and am really getting tired of this nonsense. There is nothing wrong with any of my equipment ATT!! I had one of the Tech Support people tell me that my PS3 was malfunctioning, not their service! What a joke. I really wish there was an alternative for HSI around here. Charter's service is atrocious and that's the only other option.
09-13-2010 09:12:08 PM
Strike me up as another DSL intermittent user. Perhaps if I paid my bill just intermittently I could get some attention. After reading post after post of the same issue, I am not convinced that this is not my issue but ant AT&T issue....one more week and then I will be in the market for another internet provider. Any suggestions?
09-14-2010 05:56:45 PM
Hi there Adam490,
Thank you for bringing this to our attention. We appreciate customers who let us know when things aren't right.
As you mentioned that you have DSL Elite which will likely refer to the either 3.0 or 6.0. Additionally, you have a Motorola modem which means you can connect one device at a time.
You are experiencing intermittent connection every 2 seconds and go back after 5 to 10 seconds. It means that you looses DSL signal every few seconds. Thus, this indicates that we need to check the physical connection.
Make sure the DSL filters are installed properly, present on all devices, and functioning properly. This is probably the #1 reason for many speed related issues. The BellSouth supplied filters have two outputs, one for phones/faxes/etc and the for DSL. It is very important that all phones/faxes/etc have a filter installed. Make sure you have not installed the filter backwards. See the piture below. Filters can also go bad for various reasons so just because a filter is installed properly does not mean it is still functioning properly. To eliminate the filters as a cause of problem remove all filters and POTS devices from every jack in the home. Replace the filters and POTS devices one at a time and check for any changes in synch. You may need to use a cell phone (or separate line) to place an inbound call to your home number to recreate the loss of synch. Replace any filter that is questionable.
Home alarm systems also interfere with DSL. To troubleshoot, simply disconnect any line going to the alarm control module (even if you do not currently subscribe to the service) and check your modem. If the alarm is causing issues you can install a special filter designed for alarms systems or call the alarm company for advice.
You may try to use this steps to verify the settings in connecting PS3 on your Motorola :
Login to the Motorola 2210 modem by typing >192.168.1.254 into the address bar of the computer's browser then press the enter key.
Click on "Advanced" then "Connection Configuration". If you are asked for the "Modem Access Code" it's the 10 digit number on the yellow sticker on the bottom of the modem.
In the "Internet connection configuration" section change the "Connection Type" to "Always attempt to connect" and in the "Home Network Configuration" section select "Yes, use public IP address" then click "Save Changes".
You may be prompted to restart the modem. If so then do it.
Please refer to this link on how to connect PS3 to the internet. This URL is already set-up for your Motorola modem.
For online support, you may check our helpsite at http://www.att.com/esupport/
Should you need further help regarding your post, please feel free toreply on this thread, contact AT&T eChat support or call our Technical Support Helpdesk. You may reach them at 1 877 459 1754 if you are from these states - KY, TN, NC, SC, LA, MS, AL, GA, FL; and 1 877 722 3755 if you are located in CA, NV, KS, MO, OK, AR, TX, WI, MI, IL, IN, OH, CT.
Thank you for choosing AT&T Internet Services where we value your business.
09-14-2010 06:44:03 PM
Hi there Jkbrown78,
Please accept our most sincere apology for the inconvenience this has cause you.
This is a intermittent connection issue. Loss of sync is a very specific symptom and should not be generalized as simply "loosing internet connection". The easiest indicator of synch (success or loss) is a diagnostic light on the DSL modem. Typically, sync loss is a physical issue between the DSLAM and your modem.
It will be very helpful if you will provide the modem you are using and the status of the lights. Are you usinng a single user modem, modem/router, or a single user with a router? At the same time, we need to verify if what type of conection you have either hard wire (via
ethernet) or wireless.
You may need to check the physical connection. Please use this link for reference regarding intermittent connection problem. This URL is found in the forum. You may refer the steps on this link:
There are several reasons you may have problems connecting to the Internet. These "Basic troublehooting" steps will fix most connection issues. Please click on
Additionally, you can visit the AT&T eRepair website, http://repair.att.com/repair/landing.do to check for maintenance in your area.
For online support, you may check our helpsite at http://www.att.com/esupport/
Should you need further help regarding your post, please feel free to reply on this thread, contact AT&T eChat support or call our Technical Support Helpdesk. You may reach them at 1 877 459 1754 if you are from these states - KY, TN, NC, SC, LA, MS, AL, GA, FL; and 1 877 722 3755 if you are located in CA, NV, KS, MO, OK, AR, TX, WI, MI, IL, IN, OH, CT.
Thank you for choosing AT&T Internet Services where we value your business.
09-18-2010 12:54:16 PM
I've tried the paying the bill intermittently but all that leads to is you service going from intermittently dropped to continuously dropped until the bill is payed. lol
09-24-2010 09:44:37 AM
We have been experiencing occasional dropouts of our DSL internet connection for the past three months. I suspect that we are experiencing a hardware problem associated with the ATT remote terminal that is supplying service for our telephone and DSL service.
It has been very difficult to get ATT to seriously address the issue. Please HELP!!
The modem diagnostics indicate that our DSL modem is syncing with the remote terminal DSLAM at 3.008Mb/s download, and 512Kb/s upload. However, the modem diagnostics show a loss of PPPoE connection, and therefore no external IP address is assigned, and ping tests fail.
We are located in a town in CT without ATT U-verse fiber service (or better yet Verizon Fios). We have the 3Mb/s download service and are located 1.8 miles from the remote terminal. (We previously had 1.5Mb/s service on copper lines to the central office, a distance of 3.4 miles. Our home wiring and local ATT wiring are in very good condition, as we had been able to sync with the central office DSLAM at 8Mb/s). Our local ATT technician examined the DSL signal strength both at the outside interface point and also at the connection to out DSL modem.
We have two telephone lines, our primary line providing telephone and DSL service connected to the remote terminal 1.8 miles away, and a second telephone line only, over copper to the central office. Our local linemen have done a great job keeping both lines very clean and noise free. Our DSL line is split to two lines at the outdoor interface device, one branch goes through a whole house filter, installed in the interface device, and goes on to our phone. The DSL line was wired using shielded Cat 5 cable directly to our DSL modem. Also, out ATT DSL technician has examined out inside wiring in detail, as well as the modem installation.
We have two ATT provided modems, an older, fully functional 2Wire modem that is kept as a spare and for troubleshooting. And a new Motorola 3347-02 modem that is in service. I am very familiar with the troubleshooting and management status pages available from the modems. Our computers are connected to the modem/router on both wired Ethernet and wireless WiFi connections.
When we loose internet conductivity, I will check the modem's status lights and also the modem's local management status page and run the modem diagnostic. In every case, the modem's 'Internet' status light is RED, and the 'DSL' status light is GREEN. The modem's status page indicated that is has a normal low noise ratio 'DSL' signal and is synced at 3Mb/s download speed.
I will then power cycle the modem, which generally reestablishes Internet conductivity, the modem logs into the ATT servers, an IP address is assigned and everything appears normal.
However, all too often, I have to call ATT's DSL service line, which everyone on this forum knows involves speaking to someone in an offshore call center over a very poor internet telephone connection. After waiting for an agent for upwards of an hour, listening to a prerecorded message suggesting that I save time by filing the trouble report at the ATT Web page on the Internet (I wonder how?), and after finally reaching an agent, I have to endure the rote questioning about my telephone number, name and address, restarting computers and DSL modem, telephone filters, number of telephones, and the best number to call back...
The ATT agent will then check the status of my modem and DSL: connection looking back at us through their network. The ATT agent will fail to see my DSL modem, his servers are telling him that we are not logged on to the servers, he/she will attempt to rectify this by verifying that the account name entered in my modem setup is correct. It always is. And will then re-assign a new computer generated twelve (12) digit alpha-numeric random number. I, of course, have to enter this twelve (12) digit number into the modem setup page twice, and write it down once. This usually requires the agent to repeat the twelve (12) digit number four or five times because of the very poor international telephone connection between Connecticut and some sub-continent.
This has now taken upwards of one hour to get to this point, I will click 'Connect to the Internet' knowing fully what will happen next...... Nothing. The 'DSL' status lights is GREEN, along with all of the others, except for the before mentioned 'Internet' status light that is still RED.
The customer service representative will give me an eleven digit work order number, which is also repeated several times, and promise that someone will call back within one hour. I am usually called beck within eight to twelve hours by a prerecorded message from ATT DSL telling me that they have checked my line and there is no problem, push '0' to speak to an agent. The agent will tell me that there is no problem with our line, and tell me that they are canceling the service call. I have generally gotten the Internet service to restore by this time by occasionally power cycling the modem. If I had not this agent will tell me to do so, and then cancel the trouble report.
On occasion, ATT will actually assign the work order to a local DSL technician and possibly a line technician. The DSL technician will check and verify a strong DSL signal at the outdoor interface device and will occasionally check the signal condition at my DSL modem. The technician will check the outdoor line impedance and capacitance, and the electrical properties of the internal home wiring, they are always OK. The technician will then check the ATT equipment at the remote terminal and in the central office.
And then a few days later the same scenario is repeated.....HELP
Note to the The AT&T DSL Technical Experts Team, who has responded to many of these complaints:
Our DSL modem does not commingle with cordless telephones, microwave ovens, large metal objects, or the neighbors equipment. The problem exists on the ATT DSL equipment, not local in home WiFi equipment, some computers are wired to the modem/router on Ethernet connections. I have shielded Cat 5 cable from the ATT outdoor interface device to the modem, connections are tight. Our telephones are on a whole house filter installed by an ATT DSL technician in the interface device. And, the ATT DSL technician has checked our in home installation and wiring, including equipment locations.
09-24-2010 04:08:41 PM
It seems that the issue that you are experiencing is intermittent connectivity issue with your AT&T DSL line, in order to resolve this issue, we need to perform multiple troubleshooting step one by one. Hence, it is recommended that you contact AT&T voice technical support at 1-877-722-3755 (open 24/7). They will perform advanced troubleshooting steps to resolve this issue and help you accordingly.
09-26-2010 07:00:50 PM
In addition to the above problems which I have, I add the following for troubleshooting.
I eliminated router and switches. I use a single DSL modem with a single PC on a wired connection.
I have two (2) DSL modems.
I have two (2) PCs.
Any combination of the above shows the intermittent problem. NOTE - usually over the weekend, but occasionally after midnight during the week.
The DSL modems will frequently fail diagnostics and indicate ATM or DSL failures. (Of course, the problem must be with my equipment!) I've had the problem tonight, but the last time, last weekend, a repair tech was to call me on Tuesday and the system was working then. He reported that there HAD BEEN maintenance occurring at the time of my problem.
Don't you just appreciate it when they want to reset all your connections for a problem that is intermittent. I mean, I can monitor the connection status, and it comes and goes. The modem status show the IP, DNS, and gateway servers are connected but there is no connection - it comes back by itself.
INTERESTING FACTOID - A message popped up this evening - "Your ISP has exceeded its bandwidth use, please try again later!" Is AT&T selling more bandwidth than they have available?
No wireless phones, microwaves, or other wireless activity.
My next door neighbor used to work for AT&T - and he's currently the network technician for the county. AT&T told him they were not able to provide 3MB service to his house. My line passes through the same phone box, and I get (when it works) 3MB. He was on the same exchange. Bottom line, he is now on cable, both phone and internet.
09-26-2010 07:02:38 PM
MAJOR FACTOID! - Message popped up tonight.
"Your ISP has exceeded their bandwidth allowance, please try again later."
What, is AT&T selling more bandwidth than they have available?
10-07-2010 04:35:15 PM
I changed to U-Verse and now is where I have the Intermitent connection problem. I 'm paying 60 dollars more than I was paying with my other providers to have a service that is worse than the one I had. When I had DSL with AT&T I rarely had any problems plus I have Vonage, and I never had problems with my connection, now with U-verse I have lost the connection 3 times this week for more than 2 hours, so my TV programing is lost, my internet connection is lost and off course my vonage phone is lost. I called yesterday from my AT&T cellphone and after spening 95 minutes, I finally got a person to answer me to tell me that he didn't see anything wrong with my connection...wow.....and on plus of that my last cellphone bill is charging me that 2.5 hours I ha dto spend with At&T on the phone becaus eI didn't have connection, so I coudl not use my vonage phone, so I had to us ethe cellphone, and now they are charging me 40 plus dollars for that call.....this is really absurd.
12-10-2010 02:39:36 PM - edited 12-10-2010 02:51:16 PM
Unfortunately I am also experiencing this problem. Everthing was working fine until about 2 weeks ago and then I started getting disconnects for a few seconds at a time which of course bumps me from any online game I may be on and/or stopping any downloads that may be in progress. This was happening approx. every 45mins. I have a Motorola 2210. When this happens the dsl and internet lights blink red for a few seconds before going back to green. I called support and they sent me a new modem ( Another Motorola 2210 ) that I installed this past Monday and everthing went back to fine until Thursday afternoon. Then it started with the same exact problems. The log shows "link dead" messages if that helps at all. Also can anyone tell me if these values are ok? I have searched on here trying to find anything but have come up empty.
Also has anyone found out a webpage that will list any maintenance ( scheduled or past ) that AT&T is doing for your area so at least we could check that before trying to go through customer service? And before getting that "canned" answer from AT&T about steps to do & possible interference sources; I have already gone through all those steps and none of those interference problems apply. Once again, everthing was fine from Oct. - Dec.
and absolutely nothing has changed on my end ( ie: new equipment or moved equipment ).
And one more thing specifically for Penny_1 ( or any AT&T representative ) ; you state : "It is just that AT&T follows the fair-usage policy wherein your speed is dropped one level after you have utilized your bandwidth quota." . Where can I find this "fair-usage policy" and how much is my "bandwidth quota" and how does this accumulate and when does it reset, if it does? I specifically asked ( several times ) AT&T before signing up if there were any quotas/limits on time online or traffic ( downloads/uploads ) as I experienced this with my last ISP and I was told that there were NO limits on this. However from your statement, you state there is. Can you explain this? If there are, can you tell me what they are on the different plans? Thanks for reading this lengthy post and I really appreciate any help you can provide.
12-10-2010 03:22:58 PM
I just got my new service from AT&T, and a brand new macbook pro.
And you know what? IMPOSSIBLE to be on the internet without being disconnected every 10min...
I called the technical support and they made me do a LOT of settings but never confess that the problem was coming form their modem. the wireless 2 wire modem.
They sent somebody to my apartment who spent like 40minutes outside to check the line, then came back saying that MY BUILDING must have a problem and if I want to fix it it would be 60$/30min work. So if they spend 1 Hour it would be 120$.
But I said no, that I'll try something else.
I saw on another att forum that people were saying to try to use the 2 wire modem as just a modem without the wireless and to buy another modem to use it as wireless.
When I bought the other wireless modem, I called At&t to turn my 2 wire modem into Bridge mode, they put me in relation with another technical support who wanted me to pay around 50$ for that...
I said no then I did it myself.
Now my connection is Perfect... NO MORE DROPS
So I let u guys imagine how much I would spend if I would try what the At&t support wanted me to do...
AT&T should be honest and just say the truth about MAC and their Modem.
Plus they made me Pay 100$ for this 2 wire modem...
12-11-2010 05:50:52 PM - edited 12-11-2010 05:51:46 PM
Wow. Until I stumbled across this page, after hours of googling, I never would've believed my gut feeling that AT&T's equipment is inadequate.
I just got off of chat support, only to be referred to the tech support/troubleshooting office via phone. Haven't called in, yet, but probably won't bother, now that I've skimmed over all of this.
It does seem rather odd, though. My PS3, cellphone, and old laptop connected wirelessly perfectly fine, while my desktop runs wired. However, even with all the other stuff disconnected, my sister's laptop and desktop (wirelessly, as the gateway's in my room), her laptop randomly knocks my connection out, and her desktop will knock it out when she's playing World of Warcraft, during log-in. She can't even wander into Orgrimmar, because the connection just drops.
12-15-2010 02:36:52 PM
Wow, 5 days and absolutely no response. Since that time it has failed 3 more times on 12/10/10, 10 more times on 12/13/10, 3 more times on 12/13/10 and 3 more times on 12/14/10. After talking to tech support on the phone for about an hour they think it is the 2wire 2-line dsl filter that came with my service. However after spending over 2 1/2 hours on the phone with them ( tech support, billing and sales and who knows what else. ) trying to get a replacement filter I have gotten nowhere. They keep trying to sell me one for $7.95 + 3.95 shipping or I can go through their own website ( http://www.att.com/equipment/ ) and pay $5.00 including shipping. I told them that neither of these options was acceptable as it very clearly states on their website for this filter, it comes with a 1 year warranty. I have tried to explain this to them to no avail. The website has a number to call for warranties and returns but this got me nowhere either since my service was billed through my phone acct.. One person there told me that they would transfer me over to their warranty dept. and after transferring me it cut off. And another person there told me there was no such thing as a specific warranty dept. and I had to go through sales with an acct. specialist. This of course just gets me back to the same place that already told me that they can't help me with this. My god what is wrong with you AT&T? There was no problem for you to cover your $75.00 modem under warranty, but you can't cover your $5.00 filter under the same warranty? This has just become stupidly ridiculous. Keep this up and you can add one more lost customer to your list because I'll cancel my phone AND dsl service with you.
02-19-2011 09:52:46 AM
I can't believe all the time and money I have wasted with this issue!! I changed/upgraded my modem at my own expense. AT&T service technician was very helpful, but the problem continues. I can no longer work from home because of this. After reading the posts, I'll be switching to Comcast soon also!!
07-03-2012 02:58:23 PM
I would like to thank everyone for taking the time to post your comments and opinions related to this topic. This topic has been thoroughly discussed and will now be closed, as it is very old.