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AT&T dropping internet connection. Six times and curious
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Posted by
albert_135 (
My Page) on
Mon, Sep 17, 12 at 12:38
| Six times, in the evening I have lost my AT&T internet connection. The ''internet'' light on the modem goes off.
I have done all the boilerplate stuff, powered everything off and back on, wiggled all the connections etc.
Here is the curious part. I dial the AT&T DSL technical help number, their machine answers, and immediately the modem light comes back on and I have internet connection again.
Six consecutive times. Six consecutive evenings. There persons say call us when you cannot get a connection but each time I call them I am re-connected immediately. Their technical persons are completely baffled. |
Follow-Up Postings:
RE: AT&T dropping internet connection. Six times and curious
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| They weren't baffled, they were unequipped and unengaged. You were probably dealing with first level support. You remember school nurses years ago? Their job was to listen to you, wipe your tears, and (so long as you weren't bleeding to death or had broken a bone) send you on your way. That's what first level support does. It's not your job to diagnose it, that's their job. Call back, tell them it's cutting out and you need a technician to come out to fix the problem. If the problem is in their portion of the wiring, it's free. If in your's, there may be a charge but they'll tell you first and tell you what the charge would be if you give them the go-ahead. |
RE: AT&T dropping internet connection. Six times and curious
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| If you were to post your SNR (signal-to-noise) & Attenuation margins...we'd at least have an idea of how stable your connection is. You'll have to log into your modem to find them. |
RE: AT&T dropping internet connection. Six times and curious
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| azinoh Mon, Sep 17, 12 at 15:05 If you were to post your SNR (signal-to-noise) & Attenuation margins...we'd at least have an idea of how stable your connection is. You'll have to log into your modem to find them. I don't know how to do any of these things. My IT person, aka spouse, will be back on Thursday. In the meantime, could you tell me or link me as to how to do it? |
RE: AT&T dropping internet connection. Six times and curious
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If you go to BBR forum they have a dedicated direct link forum to ATT where you can communicate directly with a higher tier person at ATT this is really a very good way to try to get your problem resolved.
I had so many problems with DSL and disconnects I was so glad when I was able to get away from it. There can be issues on the line between you and the local CO that covers your area or it could be further up the line, it is their job to correct the problem. And when they are there if you do not already have a whole house filter tell them you want one put on at the box so you don't have to use those stupid filters at every phone connection. It is free and they will provide it but you have to ask for it.
AT&T Direct |
RE: AT&T dropping internet connection. Six times and curious
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| Raven, What's the advantage of your suggestion, instead of simply telephoning them to arrange a service call? |
RE: AT&T dropping internet connection. Six times and curious
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| As I mentioned you are directly connected to an upper tier support person, a call in rarely connects you to a human these days and when it does they are lower tier and can rarely do much to assist with the problem, but hey do it how ever you want, I have had excellent service from the direct forum. |
RE: AT&T dropping internet connection. Six times and curious
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| It's the phone company, a human always answers the phone (when you get to the end of the automated directory tree that all companies have). I've always had excellent tech support response from ATT and its predecessor Pac Bell for terrestrial service. The few times I've needed a technician to come out, I don't think the phone-in call took more than a few minutes. They first run automated diagnostics and failing any useful info from that, they immediately tell you what time slots are open in their schedule. As with any tech support call on any matter, to save yourself time, you need to quickly assess whether the person on the call is the proverbial school nurse, or instead someone who has the knowledge to address the issue. BS is BS, no matter what the subject matter. Maybe the service isn't so hot in other parts of the country. |
RE: AT&T dropping internet connection. Six times and curious
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| Other than sales, ATT in my area is an absolute disaster when trying to obtain customer service. Go to their site and ferret around for telephone numbers and e-mail portals dedicated to customer service. Just when you think you may have found something useful it melts right away. DA |
RE: AT&T dropping internet connection. Six times and curious
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| Same is true here. I thought Bell South was bad, but AT&T have them beat by a mile. They keep advertising their fiber optic services (UVerse), yet this is not available to me. We still have old copper lines. They just started expanding that service because our county received a Federal grant to install broadband services to underserved parts of our county. That's almost the whole county folks, a large geographical area with fewer than 70,000 residents. And, guess what? Even the county's fiber optic service hasn't made its way out where I live in a lovely valley with lots of newer homes. The only cellular service I get a signal for is from Verizon. |
RE: AT&T dropping internet connection. Six times and curious
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| I've found others who have the same curious situation I described in the OP, i.e. call the service number and the internet connection is restored immediately before the service personnel do anything. One suggested just taking the phone and dialing any number will reconnect to the internet but, wouldn't you know, I could not test it last night because my connection did not fail all evening. |
RE: AT&T dropping internet connection. Six times and curious
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| Problem described in OP is believed to be a hardware problem called a "high open'', something to do with old connections in the wiring to AT&T. |
RE: AT&T dropping internet connection. Six times and curious
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| FYI, I have not seen the problem since I cleaned all my phone line connections. Perhaps this is coincidence. Perhaps it really was this problem that some call a ''high open''. |
RE: AT&T dropping internet connection. Six times and curious
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| I don't have that problem with AT&T but I had the same problem with a router. The router was a Belkin to replace the Netgear router that bit the dust. Even though the Belkin was connected to my desktop, it would drop the connection several times a day. I disconnected it packed it back into the carton and took it back to Walmart and returned it. Got my money back and bought a different Router. So far the one I bought has not dropped a connection yet. All of the other laptops in the house connect with WIFI. I guess that when son buys a laptop , it will have WIFI on it too. |
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