Moderate to severe packet loss

Below is one of my 2nd complaints to BBB and 1 internally. Paul *****
has also been trying to resolve the issue while Samuel was out of office. Samuel *****
of Atlanta office called me 12Jan16 to tell me they don't trouble shoot packet loss and closed my issue.  I've included a tracert and pinged the 2nd and 3rd hop both identified as AT&T.

VOIP is inaudible when the loss of packets are so many.

This has also been tested with out a router inbetween.

This has been going on for over a year now.

I know 2 other users in the area with the same issue, but are not Network managers like me and can't get an AT&T tech to fix the issue. AT&T sends technicians out to check the line for signal loss, noise, latency, and other things they can't explain! From my house to first junction has been resoldered and checked that I have 110% download speed, yet what good is that if some of it's missing or has to be resent/re-received multiple times.

 

This is the type of service Directv will become, I will be removing it also

 

As I can see I am not the only one with this problem:

 

Posted Sep 30, 2015 10:49:32 PM
https://forums.att.com/t5/Email-Internet-Security/Packet-loss-when-playing-world-of-warcraft/m-p/4320174#M25959
May 16, 2015 11:21:18 PM
https://forums.att.com/t5/DSL-Routers-Home-Networks/Daily-Ping-Spikes-and-Packet-Loss/m-p/4252875#M7318
Jan 11, 2015 7:16:09 AM
https://forums.att.com/t5/Email-Internet-Security/Now-bad-packet-loss-and-customer-service/m-p/4181178#M22185
Aug 28, 2015 8:20:18 AM
https://forums.att.com/t5/Internet-Account-Questions/50-packet-loss-from-address-108-215-124-3/m-p/4301324#M11434
Oct 3, 2014 8:16:19 PM
https://forums.att.com/t5/DSL-Routers-Home-Networks/intermittent-packet-loss-and-time-outs/m-p/4108016#M6051

 

COMPLAINT ACTIVITY REPORT Case # *****
       Better Business Bureau, Inc.

 

Consumer Info:  *****
                                                                   Business Info: AT&T

                                *****

 

 

Location Involved:   (Same as above)

 

Consumer's Original Complaint :

Service Type: Residential Service
Account: *****

Account: *****

Reached: *****
Ext:
Day Phone: Impacted Phone: *****

Accept Agreement : 1

This also effects Justin *****
I am unable to locate my initial complaint.This is my 2nd BBB complaint and 1 internal complaint. It's over 1yr and still not resolved. Been contacted and supposedly working the issue. Back and forth work orders and what's being done over the course of a few days to weeks. Then nothing follows. Attempt to contact AT&T and the work order has be closed as "resolved" without confirming with me or checking back! I have over a dozen print screens of moderate to severe packet loss causing bad video play, refreshing of web pages, dropped connection while playing computer games, and unstable connection while playing.Outright unreliable service all the way up to management.

Product_Or_Service: DSL Extreme 6.0

Account_Number:*****

 

Consumer's Desired Resolution:

DesiredSettlementID: RepairThis is the 3rd attempt at trying to get the service repaired.Fault is at the intersection of *****
). Possible problems at other switches, but unknown beyond local junction.Since purchase of Bellsouth service has declined. It should have been brought up to standards after purchase and not left as is.Fix issue for all customers and quit doing partial job and monitor for 6 months for packet loss and degradation of signal.

 

BBB Processing

 

12/29/2015              web       BBB        Case Received by BBB

12/29/2015              web       BBB        Case Reviewed by BBB - AB

12/29/2015              OttO     EMAIL     Send Acknowledgement to Consumer

12/29/2015              OttO     BBB        Notify Business of Dispute - AB

01/04/2016              kh          BBB        MORE INFO RECEIVED FROM THE CONSUMER : From: James *****
)

                                Sent: Wednesday, December 30, 2015 5:27 PM

                                To: Kimberly *****

                                Subject: Re: BBB Complaint Case# *****
(Ref#*****
)

                                Evening,

                                Yeah I saw the option and added 2 files, but I don't think it worked or I needed to add a lot more and didn't see the option to add multiple files.

                                These are print screens with dates and times for the most part.

                                They show 2 IP addresses to AT&T before going to other hosts. It shows the first 2 hops after leaving my house. This way the error/problem is internal and can't be blamed on anyone else.

                                I also had a case about a year ago if that could be combined would be more data.

                                Almost 4mb of print screens. Hope it's not too much. If so, I can send in smaller groups.

                                James

01/08/2016              kh          BBB        MORE INFO RECEIVED FROM THE CONSUMER : From: James *****
)

                                Sent: Friday, January 08, 2016 5:26 PM

                                To: *****

                                Cc: *****

                                Subject: Re: Service Complaint ID#: *****

                                Evening,

                                Service has been restored although unknown as to why the service was out, I received no information. This print screen to point out that any question about my router being of any possible problem with the packets being lost in transmission can be dismissed. This is a straight connection to from modem to my computer with no router in between.

                                There is still packet loss. Although this is a short test I need to restore service to the router so my girls can use the internet also.

                                James*****

                                _________

                                From: James *****)

                                Sent: Friday, January 08, 2016 8:20 AM

                                To: *****

                                Cc: *****

                                Subject: Service Complaint ID#: *****

                                Morning,

                                I was able to direct connect last night after resetting the modem. Had 5% packet loss at 7:45, connection dropped at 8:25pm (approx), shut down at 9:30pm.

                                I am unable to connect at all this morning!

                                Thank you for not keeping me up to date, this is the service I've been dealimg with and this is just more icing on the cake.

                                So went from packet loss bad sevice to none!

                                I await to hear why the ball was dropped or why it's not working and who I'm to call at 7pm 7 Jan or 5:30am 8 Jan because customer service won't have a clue!

                                James

                                *****

01/12/2016              WEB      BBB        RECEIVE BUSINESS RESPONSE : The AT&T Office of the President contacted the customer regarding a notice received from the Better Business Bureau. AT&T spoke with the customer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the customer's concerns. AT&T considers this matter closed

01/12/2016              kh          EMAIL     Forward Business response to Consumer

 

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]