3 Messages
About to cancel ATT 1Gb fiber
Very disappointed on what is happening with my connection.
Live in MDU, we have fiber to the building and G.fast loops inside.
Signed up for 1Gb/s last year, all was good for about 3 months, wired speed at the BGW-320 was over 900Mb up/down. Happy customer.
Then, with no visible external factors involved (no construction, no weather, no digging, no new units etc), ATT fiber speed to my router started to dive.
800, then 700, after a week 600Mb/s then 500Mbs etc.
For no visible reason.
Contacted over chat, pasted logs from wired speed test, clearly state and define the problem - the ATT delivered speed at their wired router is about half of the contracted one.
Tech shows up after two reschedules, starts talking about WiFi speed.
Explain the problem again, tech does speed test at the router, sees 560Mb, says someone else needs to come and leaves.
I pay for "up to" 1Gb/s. I checked with neighbors, some are still getting 900+ Mb.
Was I switched to a different board at the DPU? Do they throttle my broadband?
I clearly and undeniably know that the physical layer supports 1Gb/s because it worked at 1Gb/s for months and months.
ATT sends messages that problem is solved.
Problem says:
| Test Completion Time | Direction | Throughput(Mbps) | Overhead | Average Latency(ms) | Status |
|---|---|---|---|---|---|
| 04/02/2024 14:04:23 | downstream | 644.126 | 70 | 6.057 | Success |
| 04/02/2024 14:04:17 | upstream | 625.296 | 70 | 5.404 | Success |
| 04/02/2024 11:11:17 | upstream | 607.21 | 70 | 8.452 | Success |
| 04/02/2024 11:11:04 | downstream | 643.783 | 70 | 5.896 | Success |
| 04/02/2024 10:42:05 | downstream | 643.989 | 70 | 5.893 | Success |
| 04/02/2024 10:41:57 | upstream | 624.635 | 70 | 5.472 | Success |
| 04/02/2024 10:34:34 | downstream | 643.985 | 70 | 5.535 | Success |
| 04/02/2024 10:34:27 | upstream | 626.209 | 70 | 5.41 | Success |
Now what?
gr8sho
ACE - Professor
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5.7K Messages
3 months ago
I would suggest escalating the issue until you reach someone that can get it resolved.
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my thoughts
Former Employee
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22.5K Messages
3 months ago
You have the Rukus gateway equipment?
Initially G.Fast was up to 500 when first released (2017?).
There are so few G.Fast buildings overall to my knowledge that finding a tech experienced on the product and settings will be difficult.
Have you performed a factory reset of the equipment?
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a_t_t_user
3 Messages
3 months ago
I have the Nokia F-010G-F. It is Gigabit capable over twisted pair 200m or so. And I confirmed this in the original post, I had 900+Mb for a couple of months through it.
I did all I could do on my side: factory resets, cable testing, router passtrough etc.
I'm pretty sure that no one tampered with the wiring from my unit to the electrical room, in other words I think the physical twisted pair cable between my unit and ATT fiber terminal downstairs was not modified/obstructed/changed in any way recently. It's a fairly new building, "luxury" condos, cabled for gigabit.
My hunch is that either during a power outage reset cycle (or intentionally) my assigned port on the building G.fast DPU got reconfigured to a slower speed. Or the DPU blade I am connected to got oversubscribed and all units connected there are throttled. I can't get to the electrical room but I assume they use 24 port blades and we are like 220 units so there should be a bunch of DPUs. Some still get 1Gb - and we all have the same topology.
There are other ATT 1Gb plan neighbours who don't get 1Gb speeds but they can't confirm the history i.e. when they stopped getting 1Gb. They just noticed it's getting slower.
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a_t_t_user
3 Messages
3 months ago
What's the best way to escalate this? Call them like it's 1980?
Thanks.
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gr8sho
ACE - Professor
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5.7K Messages
3 months ago
Yup. What will happen is they’ll realize you keep calling for the same problem and will want to improve the quality of help. You should exhaust those avenues if you have the patience to do so.
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browndk26
ACE - Professor
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5.9K Messages
3 months ago
Contact Condo management. If it is a connected community, the management should have an Att rep they can contact for services issues
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