2 Messages
We NEED Fiber!
We have AT&T at our house that we moved into about a month ago in Florida. In the 4 weeks that we have been here, a tech has had to be here every week and we are on modem number 4 and it is already out again two days after it was replaced. This is ridiculous! When we call in, they ask if we are calling about our "high speed internet" and I can barely say yes. In Texas, we had Verizon Fios for years and rarely ever had a problem and had lightening fast service. We both work from home and we can't get anything done! We NEED fiber service!
Juniper
ACE - Expert
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32.5K Messages
4 months ago
This is your 4th modem? At that point it is less likely a defect of the modem but something about the connections (incoming internet or power) that is affecting each one you've had.
This is a public forum of other customers so you could post the specifics of the issue (symptoms, error messages, model of Gateway, specific troubleshooting/fixes that have been done besides swapping the Gateway, etc.) for others to help narrow down the cause. Otherwise with it failing on #4 I would file a BBB complaint that sends this to their upper management.
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holli1210
2 Messages
3 months ago
No, the techs are telling us that they are no longer making the modems, they are all refurbished. One of them didn't even work when the tech pulled it out of the box.
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ATTHelp
Community Support
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232.9K Messages
3 months ago
Thanks for reaching us @holli1210.
We understand how important it is to stay connected. Let's point you in the right direction.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you.
David, AT&T Community Specialist.
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Juniper
ACE - Expert
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32.5K Messages
3 months ago
@holli1210
Though refurbished is the norm these days, as supply chain issues and such since the pandemic has made it more common, they are still supposed to be in like-new condition. So failing 4 in a row doesn't seem likely because of refurbishing for all of them, but not impossible. Either there is a combination of issues, or they have very bad stock of those Gateways or storage/transport issue as same group of people handing them.
All over the phone can do is what has already been done. That is why a BBB complaint is needed because this is an ongoing problem.
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gr8sho
ACE - Professor
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5.7K Messages
3 months ago
What the techs can and must do is ensure service is working to the gateway. Are you seeing Ethernet connected devices unable to access the internet, or are WiFi connected devices dropping off or having intermittent connectivity.
In general the gateway hardware is solid. What’s lousy is the WiFi section of the gateway and for this we all go out and buy our own system.
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