Tutor
•
2 Messages
DSL broadband Cutting out Randomly 5268AC
Hi, I have been a customer of At&t for 12 years and have had adequate service for what we pay. However, recently my service has been cutting out in a seemingly random manor. It starts with a short ping spike into no internet service at all. I have asked for a technician and after replacing the line splice he tested it out and the error was within a reasonable range. The outage occurs regardless of time of day or type of device, but it always cuts out the broadband and not the phone line. I have reset, unplugged, and even diagnosed the router, but it never proves to permanently fix the problem. The model of the device is a 5268AC with a 2 line DSL 50mbs+ up 12mbs+ down high speed.
The amount of time internet loss is increasing as are the amount of errors in packets sent. I'm up to about 17 hours of down time since the start of the month. Any help would be appreciated.
ATTHelp
Community Support
•
232.9K Messages
6 years ago
Greetings @MMaxwell,
Thank you for utilizing the Community Forums. I understand the importance of having a good and stable connection at home! I would love to help!
Thank you for providing the picture for reference. Firstly, we want to troubleshoot the service for this please use our Troubleshoot & Resolve Tool here. It will diagnose where the issue is stemming from and help take care of any provisioning errors.
Next, I would advise to check the connections and make sure there is no interference for example, surge protectors can cause these type of occurrences, we recommend connecting directly straight to the wall.
Please test this out and let me know how this goes. If still having issue please reach back!
Have a great day!
Linda, AT&T Community Specialist
0
0
MMaxwell
Tutor
•
2 Messages
6 years ago
Thank you Linda,
I have attempted all the recommended solutions with no avail. I have noticed that when the fax is receiving a call it would temporally cut out the connection. At times I would be able to receive data but not send it and vise versa. It is most prevalent when some one is playing an online game or using an online call where they could hear the voices, but could not send them out without it being in broken speech. I appreciate the help, but will ask for a technician once more and hope it is resolved this time. I will re-post the outcome after the appointment.
-MMaxwell
0
0
dominic62808
Tutor
•
4 Messages
6 years ago
I too have been in AT&T High Speed DSL customer for a while many years never had a problem so recently about a month or two ago and I'm having the same exact problem randomly the internet just stops working and then starts working by itself a few minutes or a few seconds later then head technician on the phone for hours no help
0
0