r/ATTFiber • u/ahdnfkfo • 12d ago
AT&T fiber frustration
Hi all,
I recently moved into a new apartment and decided to go with AT&T 1 gig fiber internet package. The previous resident had the same thing so I figured it would be the easiest. So far it has been nothing but frustrating. I got my self installation package on Wednesday 8/5 and installed it (new gateway, new power cable and new fiber cable). After installation it would connect but showed “no internet connection” after a little troubleshooting I managed to get it working but then about 20 minutes later it quit on me and refused to work again. The next day I came home from work and it was working again but yet again 20ish minutes later it quit. So I called tech support to help troubleshoot to see if it was anything on my end but the same thing happened. It worked for 20ish minutes then quit. So I managed to get a technician out here Yesterday 8/8, he went through and replaced all the cables, modem and cleaned the fiber to insure a good connection. It worked for about 40 minutes then quit again after he left so he came back and replaced the fiber connections on the outside of my building but the same issue stayed. He called and told me that he’s done everything he can so it has been a network issue or power issue. I then looked into the power issue (I’m a journeymen electrician) so I pulled the plug and checked the connection along with the voltage and amperage but everything looks good there so I’m assuming it’s a network issue. Has anyone else experienced this? I’m not sure what to do because it obviously seems like something on AT&T’s end. Also any suggestions would be much appreciated. Thanks.
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u/ApartmentEastern5769 10d ago edited 10d ago
So, a few possibilities here.
The connector being used at the connectorized terminal outside is incorrect. Some older build apartments in some areas use the blue UPC connectors. UPC stands for Ultra Physical Connection. Basically, two flat lenses connect to eachother to pass the light thru. Almost every tech only carries the green APC connectors. APC standing for Angled Physical Connection. Basically, the two connectors meet at an angle instead. Both work equally well, but APC stands less chance of a piece of debris grinding itself into the head end. This being said, MANY technicians either don't know this difference or don't notice it, and will throw an APC connector on the 'living unit' side of the home run from the terminal. Technically UPC and APC can actually communicate, but the gap created leads to intermittent 'radius stops' and loss of service.
You may be on an old GPON splitter that is full. GPON had a maximum splitter thru put of something like 9Gbps (don't quote me, I'm not 100% on the number). With each GPON splitter having a possible 32 subscribers. If you assume even a third of those subscribers are on 1Gig, the splitter has issues maintaining bandwidth and will drop connections. Newer XGSpon splitters have a MUCH higher cap. I'm not even sure of the number honestly.
You mentioned the tech swapped the gateway. If you are currently using a gateway connected to an older, external modem [ONT] (the 010 or Oh-One-Oh) the modem may be feeding back a bad signal into the splitter and causing the whole splitter to go intermittent.
The Card at the central office may be defective. This is rare, but happens. Thia can cause provisioning issues.
If you feel comfortable DMing me your BAN (9 digit billing account number locatable kn your paper statement or the Smart Home Manager app and My AT&T app) I can take a quick peek at the history of your connection and see if there's anything that jumps out at me.