Very slow connection with DSL

[BigGiraffe]

Hello,

About a week ago we noticed that our internet service, which is AT&T DSL, became rather slow.  The browsers, both IE8 and Firefox, spend a long time "Looking up" or "Waiting" for sites.  Once you're in a particular site, it seems to move faster within that site.  Doing "searches" takes a long time before results are shown.

I've checked the computer for viruses using many different programs and it is fine.  I spent 45 minutes on an AT&T help call and they determined that my connection is fine and speed is where it should be.  This is verified by going to speed test sites and doing the check.  However, while browsing, it is very slow.

I cannot tell whether the problem might be related to antivirus, firewall, or Windows updates. 

Has anyone else noticed this begin in the last week or so?  What did you do to fix it?

Thanks,

Kurt

[pamelaz]

Hello BigGiraffe,

Please accept my sincere apologies for any inconvenience that you have experienced regarding your DSL connection.

I have here helpful steps that you may follow to help resolve slow

speed:

1. Check your computer

        -Reboot by turning your computer and modem/router off and then back on again. Simply rebooting solves most connection problems.

2. Check your web browser

        -Clear the cache (temporary internet files) in your web browser, clear the cookies in your web browser.

            http://www.att.com/esupport/article.jsp?sid=KB401539

            http://www.att.com/esupport/article.jsp?sid=KB401516

3. Check for electromagnetic interferences

        -Relocate the modem about 2 feet from anything electrical.

        -Make sure no speakers, cordless phone bases, subwoofers, or big screen TVs around the modem

        -Move, unplug or turn off any halogen, neon, and/or florescent lights nearby.

4. Check your connection

        -Make sure DSL line filters have been installed for all devices using the phone line.

        -Measure your connection speed at our speed test site. You can run speedtest using these websites: www.speakeasy.net or www.speedtest.net. After running speedtest, compare the results you are getting with the level of service that you subscribed to. Below is the acceptable download and upload speed for each plan:

            - DSL Lite (up to 768)

              download speed: 224 Kbps down

              upload speed: 64 Kbps up

            - DSL Ultra (up to 1.5)

              download speed: 800 Kbps down

              upload speed: 128 Kbps up

            - DSL Xtreme (up to 3.0)

              download speed: 1.56 Mbps down

              upload speed: 256 Kbps up

            - DSL Xtreme 6.0 (up to 6.0)

              download speed: 3.04 Mbps down

              upload speed: 320 Kbps up

If the slow speed issue persists, it is recommended that you contact our Technical Support Team at this number 1-877-722-3755 (open 24/7) and troubleshoot according to their recommendation.

If require, they will run a line test on your AT&T DSL line and will help you accordingly.

[jeufaula]

I had the exact same problem, and like you, I could not convince the support person that I really had a slow response. They rely 100% on the speed test and assume that tells the entire story. I have found over the years that these support folks know far less than I do, and I have wasted countless hours trying to convince them of the obvious. I gave up speaking to them as I usually do and went off and asked other experts that I know. I quickly found the answer, there was no DNS (Domain name server) specified in the settings of my DSL modem. I went into the setup and there was no primary or secondary DNS server filled in. I don't know what populates these fields, but somehow these setting went away. My friend suggested that I use the Google DNS servers which are available to all. I used the following two settings in the DNS fields 8.8.8.8 and 4.4.4.4. There are many dnsservers available and I may go back to the actual AT&T DNS servers after a while. Right now, my problem is totally gone, fast response from all web sites. Bottom line her, check to see if the DNS servers are defined in the setup of your cable mode, this may be your problem...Good Luck!

[BigGiraffe]

Hi Jeufaula,

I was just getting ready to try your suggestion and suddenly my internet is back to full speed.  I now believe this was an AT&T service problem all along; there have been times before when I spent hours on the phone with the overseas folks and later found out it was a local problem with the systems.  For some reason AT&T doesn't feed that info to the phone technical people.  As I said in my first post, I'd already spent 45 minutes running through the usual checklists to no avail, plus having them assure me my line is fine and speed is where is should be.

But I'm going to write down what you've said here in case I need it in the future.

Thanks!

Kurt

[jeverest]

The tip to use google DNS is a good one.  I recently switched and I can say that I "feel" that my browsing experience is faster.

However, this post had one of the DNS addresses wrong.  Check here for the updated numbers: http://code.google.com/speed/public-dns/

[brucker]

this solution seems to be working for me so far. pictures are loading and it's not painfully slow anymore. i'm still afraid i'm speaking too soon and that it will revert.

[commonlor]

I had never used DSL until last month.  The DSL was very slow and would disconnect intermittently---slower than the old dial-ups.  I wasn't sure if it was the modem or not.  After numerous phone calls with ATT tech support, I did my own research.  Of the many solutions, someone proposed DSL filters.  Wow, the results were dramatic and consistent.  Granted DSL speed doesn't compare to broadband or Fios, DSL speed seemed on par to its expected speed.

Since DSL goes through the phone lines, supposedly the other devices (telephone, fax machine, etc.) interfere with DSL signals to the modem... something like that.  (I am not a networking/internet delivery expert.)  I bought mine through Radio Shack for about $20 each.  I am sure they are much cheaper online, but I wasn't familiar with the product and I needed immediate results.

It has been a week since I plugged in the DSL filters.  Although I could see the results as soon as I plugged it in, I wasn't convinced until this week.  I don't recall having any disconnect since the DSL filters were plugged in, whereas before I may lose connection a couple times an hour.  I work from home, so the disconnections were a pain.  DSL filters were so easy to plug in.  Just plug them to the phone jack, then plug your modem, telephone, fax, etc. to it.  Get one for each phone jack that is being used.  There are DSL filters that have one outlet or two outlets.

Good luck.

[surajz2004]

I am also seeing the same problem. Has this been fixed.

The upload speed drops from 250KB/s to 4.5KB/s in 20 minutes ... its downhill from there. I have AT&T U-verse High Speed Internet Pro on a separate line.

I think it is using some upload burst feature or what ever so the network diagnostic tool is useless as it does not give correct average speed for connection lasting more than 20 mins.

[ronweiss12]

Yes, I've had the same problem since I've gotten ATT DSL but lately it has gotten worse. Tonight, it took me over 45 minutes to establish a connection. Usually, I would lose my DSL connection for shorter but reoccurring times. It takes longer to get online than to accomplish what I was

My theory is that DSL is a low profit product while I-Phone applications take top priority. When I-Phone capacity is maxing out, a computer program terminates packets of DSL customers so I-Phone customers are serviced.

A friend of mine who works for ATT told me how they're are overwhelmed with I-Phone data and voice usage.

I'm considering switching to Comcast even though they are more expensive but spotty (and persistent) DSL service is pushing me in that direction.

Ron {Personal content removed for safety}

[blazingbooks]

That would make sense since mine has been extremely slow and unreliable the iphone 4s release.  This is very aggravating.  I'm with switching services.

[ahoverson]

If you have the time, check out what I posted here 

http://forums.att.com/t5/Internet/DSL-disconnects-sporadically/td-p/2898919

and run the test and see what you get.  It might provide some answers.

[robcgray]

I too am having problems with my AT&T DSL connection.  I spent some time on the phone with tech support where basically they were as resistant as they could be to helping me.  I ended up hanging up on the technician.  Not very conducive to a solution, I know.  Running a tracert shows that there are long delays of 300 to 400 ms on several connections, but my connection at my end looks fine.  I wish I better understood what the problem was.  I don't have access to cable in my neighborhood.

[hypersonic3118]

Are you using a 2wire router?

[kaveman666]

Why the 2wire question?  I've seen it posted, although not sure if always by the same person.  I have been on this service in one way or another for years and never got the 2wire to work(it's been so long I don't even remember why it failed).  Since December my connection has been getting progressively worse by the week.  I work in tech support(not DSL or cable thank goodness.) and I have no desire to play the phone game with ATT support in my off time.(you know the game-"is the modem plugged in sir?-oh, well let me run a test.  Is your computer on sir?-ok, let me run a test.  Is your toaster exactly 3.25 meters from the modem sir?-oh, it's not, well, move it to there and wait 30 mintues then call us back")

[rdread49]

I have been on ATT DSL for 5+ years and I do not have any other choice, except dial-up. I pay for 6meg and in the last couple of months my speed has dwindled to near nothing. I can't stream a video or audio at all. I called ATT Tech support and talked to some guy in India that had me run a speed test to ATT's teat site and it ran at 3.5meg which is supposed to be acceptable for my contract. I then ran 7 different tests on different servers and different test sites and my average download was 600K with uploads of 620K. The ATT test is the only one than got an acceptable result. They made the mistake of sending me a satisfaction survey on my experience with the tech support. VERY DISTATISFIED and ran out of space in the comment box.

I tried the DNS Name server thing and it did nothing for me. I cleared my cache and my cookies, no change. Does anyone from ATT monitor this forum??

[sigmaman]

"Does anyone from ATT monitor this forum??"

I'm sure they do. They just don't give a flying {word filter evasion}

[sigmaman]

Great customer service ATT. I'm so glad I'm done with you

[Edited to comply with Guidelines]

[jdvesser]

I have the same problem. Speed test is 1.19mb download, .31mb upload, all filters are on, I've called in the past, repowered, all the hoops, but I still can't get streaming video, youtube especially. During the afternoon and evening every response is about what I had with dial up. Are your servers busy/ old/ slow? Do us old DSL users get a lower priority than some others? Please, HELP if you can.

[kumarsun]

I'm having similar problems. I just switched from Roadrunner last month. Since the switch my DSL is so slow and goes out multiple times a day. I finally called customer service last night and the rep wanted me to get a laptop to help trouble shoot. Problem is I don't have a pc...only an iPad, iPod, and iPhone. The rep asked me to acquire a pc...what am I supposed to do go out and buy one just to trouble shoot the connection problem?? I ask her to please send a tech out and she agrees. She tells me that a tech will be out sunday(today) and that I have to be home from 8am to 8 pm. I wait until 3pm before calling customer service to check when the tech will arrive only to find out they cancelled the request and did not bother to inform me. I spend 2 hours on the phone with customer service trying to convince them that there is a real problem!! Finally they agree to send someone out today. I wait a half hour and call again, turns out they r not coming today, instead they scheduled the tech to come on on the 24th. I have a major project to get done today and I told them numerous times how important it was that I get the problem fixed TODAY. Bottom line: AT&T is the worst Internet provider and has the worst customer service I have ever seen. I tried to call and cancel my service just now (so that they dont steal any more of my money) but of course that office is not open. if u r thinking about AT&T DSL...do not do it! U will regret it and u r wasting ur hard-earned money. AT&T DOES NOT CARE ABOUT THEIR CUSTOMERS OR QUALITY. THEY ONLY WANT UR MONEY! THEY WILL NOT HELP YOU, THEY WILL SCREW U OVER.

[kumarsun]

One more thing, I read through many other posts and I notice that many people r having similar problems-AT&T is not listening and we need to make them listen. I did email Clark Howard about the issues I have been having. If enough people contact him maybe we can bring some serious attention to the way AT&T is operating.

[TheGreatOne-]

DSL speed, even the 6.0 (aka 2.95) speed is dreadful.  The internet has outpaced DSL, only help I could suggest is going to cable which, even on a slow day, will double your DSL speed.  I have noticed that when you contact customer service, your DSL performance picks up (while teck onsite or while they're testing the line) and a few hours afterward drops back down to normal (30% of advertised Sevice Level Agreement).  No kiding, I'm fed up with talking to their techies who can't and don't fix anything.  Last time the tech came out and switched my modem, now I lose my internet authentication once per day and have to reboot my modem.  They really don't seem to care.  Cable company is coming in a couple of weeks to install, if all goes well I am Sooooooo done with At&t's "cup and string" network.

[fmlyhntr]

My ATT speed is great, it's my mom's that is horrible. She's paying for 3 MB and rarely gets over 0.7, never over 1. The techs have been out several times, but the problem is still there. Is it really because she is at the end of the node (whatever that means)?

[lovepspsing]

I find it interesting that ATT finds that 1/2 the speed is tolerable and acceptable and we should live with that. While the rest of the world is up over 50megs here is ATT in the stone ages. You have to ask yourself why. Like others here I only have 1 provider, ATT.  My DL speed is suppose to be 6 meg but it is only 3.1-3.8. Upload is 27-32k and I was promised 58-64k. I've called over and over and all I get is your speed is fine or it's your modem. I've bought 3 in 4 years. I'll be waiting for another provider please!

[tpac63]

Thank you jeverest  for the link, this fixed my DSL for the time being.

[landrew]

I have to agree! ATT is horribly SLOW! Their speed test tells me .19 download speed! I pay for this crap and not for

long. I am moving and planning on ComCast internet. Does anyone on here have experience with ComCast? ComCast has to be better then this stone age unusable DSL! I cut off my standard phone too to save a few extra bucks!