Device speeds drop to 5meg at 8pm daily. Gateway shows 300meg.

The Gateway speeds test at 350+ during this daily speed drop so customer service claims everything is good to go. So far we have swapped out the gateway but it didn't help. Factory reset current gateway. ipv6 off. Please help!

The is to world of warcraft's central us server. This was taken yesterday evening during the slow down. What is hop 6? There are timeouts and the ms jumps a good bit at that point. 

This is now during the day when speeds are good. The speed tests were completed on att.com/support

The is to world of warcraft's central us server. This was taken yesterday evening during the slow down. What is hop 6? There are timeouts and the ms jumps a good bit at that point. 

Hop #6 is a router link in the Dallas Texas metro area and nothing is wrong with it. Dropped packets are normal. Just look at Hop #9, 10 and 11 (your target)  the ping response times are not increasing. ICMP Echo packets are low priority and as routers get busy processing traffic these ICMP Echo requests timeout which is expected. Your Hop #9 is an example of a router that is configured to not respond at all to ICPM Echo requests.

If Hop #6 was bad then the ICMP Echo requests would have ever increasing ms response times on all nodes beyond it.

There is no relationship to your SpeedTest results on your device. Do you happen to be using a W-Fi connected PC?

Dave

ATT support helped me run all kinds of tests. I also worked for a voip company in the support department for 3 years so I little more than average experience with troubleshooting network issues.

My desktop pc is on ethernet. Other devices in the house are on wifi. 

We did a factory reset on the gateway and tested to the ethernet connected desktop pc without any wifi devices connected. Slow speeds.

We also got the same slow device speeds and packet loss with the following device combinations. We tried pings to google.com, the warcraft server, and att.com. Ping tests were completed from the command prompt on windows and also connected directly to the gateway using the ping feature under Diagnostics>Troubleshoot>Test Internet Access. Speed tests were completed on att.com/support, speedtest.net, speedtest.xfinity.com and on the smarthomemanager app. 

Connected a laptop into the ethernet using a different ethernet cable. Slow device speeds.  

Disconnected the laptop from ethernet and connected it to wifi. Slow device speeds. 

We disconnected the laptop and connected my phone to wifi and tested speeds with smarthomemanager app. Same slow device speeds.

This eliminated the devices being the issue as any single device on the network, on wifi or ethernet, was getting the same slow device speed.

This is where the support person said they didnt know what to do. Their supervisor suggested I look into a speed upgrade. 

Thanks for helping look into this issue with me. Its a weird one for sure. Full speed all day but drops to 5meg most days between 8pm and 10pm.

We also got the same slow device speeds and packet loss with the following device combinations. We tried pings to google.com, the warcraft server, and att.com. Ping tests were completed from the command prompt on windows and also connected directly to the gateway using the ping feature under Diagnostics>Troubleshoot>Test Internet Access. Speed tests were completed on att.com/support, speedtest.net, speedtest.xfinity.com and on the smarthomemanager app. 

There is nothing wrong with the (2) trace route command  outputs you posted. None of your Speed tests run through Hop #6. The tests from https://www.att.com/support your Gateway, and on the AT&T SHM app all just kick off the same test from your AT&T Gateway. Only Speedtest.net & Speedtest.xfinity.com are using different speedtest host(s).

Your posted Speedtests don't show a routing issue but contention on your Download test only. Your posted Upload results are well within range of normal even in the Evening hours.

Finding the exact cause is more complex. Your trace route results only really show the path between your location and the target. Again packet loss is normal and expected unless it just continues to increase in dramatic fashion on the path to your target. For an issue to be at any router or path you would expect to see a 10x increase in ms responses at your target. 

Your posted results don't show this case.

I agree the issue is not within your LAN with the additional information you posted. However since your results show an asynchronous imbalance between Download / Upload results that is why the CSR suggest you might want move to a higher speed tier. However that will not fix this issue since you have indicated the issue was present with only (1) device active on your LAN during your testing.

For tonight let's gather some more specific details. We need the location of the server that you are using for your SpeedTest.com and Speedtest.xfinity.com as well as trace route command results to google.com and one.one.one.one for a baseline. Before 8 PM (now or soon) and after 9 PM captures.

Also add a test using Cloudflare: https://www.cloudflare.com/network on this page scroll down until you see "Run test" for a latency test to the Clouldflare network. This test will show us the performance to your nearest Major peering location that hosts a Cloudflare presence beyond the AT&T Core network. Please let us know where this site is located.

This will help narrow down where the issue might be located. Your results posted above show that you are in Greenville SC and your Gamer Server is in Dallas.

Dave