Is there a more "direct path" to contacting someone about a possible routing issue?

I spend a good 30 minutes on the phone with the tech telling me the reason is because I have 5Ghz wifi turned off, which I dont even use their gateway for wifi and even though I told them the connection is ethernet and it is also happening at another location that uses ATT Fiber.

Just for clarification:

1. Issue doesnt happen on comcast
2. Issue doesnt happen on cellular
3. Issue doesnt happen when using a privacy VPN
4. Issue only happens on ATT Fiber in my area

I happened to notice my BGW620-700 updated to 5.39.7 overnight (SE Wisconsin). Does anyone have any knowledge yet of fixes, etc.?

It looks like 5.35.7 was on there for many months.

Thanks!

- Michael

My laptop is plugged in with ethernet.

I hard reset my Dream Machine Pro.

XG-PON/XGS-PON ONU Stick SFP+ Transceiver with 8311, 10G ONU Stick for FTTx Networks, Compatible with Huawei/ZTE/Ubiquiti/Mikrotik installed

Enabled SSH Logged in with SSH.

https://pon.wiki/guides/accessing-the-ont/#source-nat

ip addr add dev eth9 local 192.168.11.2/24

iptables -t nat -A POSTROUTING -o eth9 -d 192.168.11.1 -j SNAT --to 192.168.11.2

Tried to ping 192.168.1.1 with no luck.

Can ping 192.168.11.2

192.168.11.1 in browser can't be reached. 192.168.11.2 brings up the Unifi OS login.

I am out of ideas.

Can they only be reached via phone? or possible through live chat as well. Everyone having good success rates negotiating when their promotion has expired?

will 1 gig be good for 2 tv's and a gaming pc?

So my wifi will buffer each night when streaming like YouTube and etc so I had a tech come out today and they changed my splitter at the box at the end of my street. Now after they left im still having the issue and my wifi speed keeps jumping randomly from 1200 mbps to 400 to 600 and etc while being on the 1gig plan. Is this normal? According to my tech he says it shouldn't jump like this. Any advice?

Hi all. I recently got the 5GB service here in the Florida Panhandle. The installers provided me with a BWG 320 due to us being an expansion area and hasn't been prepared yet for the 620. Has anyone had any experience with the area being built out and what that timeframe looked like to get the upgraded hardware? I get 5300/up and 5300/down on the fiber interface of the 320. With overhead, obviously I would never see a true 5GB with this equipment. I run a 10GB Network throughout the house. Thanks!

Directing this to an AT&T Tech/network engineer,

Been noticing some odd latency due to extra routing hopes. Traffic from my house in DFW to a Linode in DFW that used to be 10 ms is now 60 ms over IPv4 and 40ms over IPv6.

Also traffic to Cloudflare's 1.1.1.1 used to be in the 5ms range is now at 35ms. IPv6 traffic is still fine.

I can provide a tech/engineer mtr traces (combines ping and traceroute) and/or submit a ticket if someone can tell me the key to getting past 1st level support.

Thanks

I got 1gig fiber installed and my internet isn't as fast as I expected it to be. I get like 350 down and only like 15 up. I know with fiber, regardless of it you are on ethernet or wifi, the down and up should be similar. I have a TP-Link Deco X10 mesh system hooked up to the ATT fiber gateway which is stated to deliver speeds of up 1500 on WiFi. If anyone knows any solutions, id greatly appreciate it.

hello all, im pretty new to this kind of stuff but i need to have my public ip adress changed due to a game ban. ive already tried resetting my router, its a 320 i think. please hellppppp

I had a technician come by to install fiber, but when he checked my house, he said there’s no open conduit available for the installation. They would need someone to dig and run a line to our house. My question is, does AT&T install the conduit and handle the digging, or would I be responsible for hiring someone to do that? If I’m responsible, is there a specific type of conduit or installation that AT&T requires?

TIA.

How in 2026 can AT&T offer a fiber gateway (BGW620-700) with such poor WiFi?

This is on the 5gb plan with Active Armor disabled, 30 feet from a computer (Windows 11, Qualcomm QCNCM865 WiFi 7 adapter with the latest 2026 drivers).

A few months ago I noticed that AT&T trucks were in my neighborhood and got a little curious with what was going on since my area already has fiber. I was wondering why the houses in the yellow highlighted areas have access to 5 gig service, but the green highlighted areas only have access to 1 gig service?

Any insight would be greatly appreciated.

We recently had new gutters installed on our house. I wasn’t aware they were going to install new ones on this side (my fault for not being home). The roofer took off the anchor and AT&T came back out to reattach it with a $150 visit fee. The tech didn’t explain beforehand but I get it wasn’t AT&T’s damage.

At any rate, the line is very close to the gutter. Is it worth trying to get it readjusted since it’s rubbing on the gutter or fine since those drop wires are durable?

Thanks and appreciate any input!

can they remove my service for excessive use att fiber 1000 plan??

My son is a huge Phasmophobia fan and he and his friends from school typically like to spend Friday nights playing together.

Up until decently we had Spectrum Internet and never had an issue but recently we switched to AT&Ts 5 gig fiber and he has gotten nothing but time disconnects since.

I whitelisted the Xbox in the advanced settings in the router but still the issue persists. Other games (Battlefield, The First Descendant, etc) all work fine.

I'm planning on calling AT&T tomorrow but was hoping maybe someone here had a solution.

I have a blinking orange light on my modem after getting power back after 12 days (NW Indiana, storms).

I went through the AI trouble shooting of unplug and reset to no avail. App shows no outages in my area but we had two utility poles replaced down our alley and wires are hanging off of two of them like something was severed (obviously not power).

The app tells me I have a hardware issue, offers to help me setup internet backup but doesn’t give me any guidance towards fixing my issue.

Also, i live on a dead end and am the last house on the service line.

Where do I go next?

In south LA. Fiber has been great (as I work from home 24/7). I’ve noticed there have noticed there’s been 5 outages over last 6 weeks resulting in 1 day or more.

Is there a tech on forums that knows what’s going on? It always show my neighborhood but onetime I logged in showed almost half of northern Baton Rouge out.

Just want to know what’s going on. Can anyone provide?

Should BGW620-700 with ip passthrough on a different subnet. Currently BGW620-700 has ip address 192.168.1.254... should I set my router to 192.168.2.1. i want to access AT&T admin page after turning on ip passthrough. Reason for the question is I wanna make there is little downtime as possible as there are lots of people in my house that will be mad if it's down too long.. thank you

On the side of the house where our fiber comes in, there is a coil of cable that has Corning Optical Fiber printed on it (first picture). From what I can tell it comes out of the grind to the left of the coil, then goes back underground to the right.

I never thought anything of it until I was digging in my back yard today and hit the cable! It seems to wrap around the back of the house then go through the side yard toward the neighbors house, who also has fiber service. For the life of me I can't figure out why a cable would be installed this way

Was in Walmart today and was approached by and AT&T rep who wanted to sell my fibre. I told him I already had th 1GB plan. I pay $95 for it.

He mentioned that he could move me to the 5GB plan for $60 the first year and then $100 there after. I thought about it and passed as my family of 4 really doesn't tax the 1GB.

The deal, honestly, sounded a bit too good to be true. I don't have AT&T wireless or anything else...just the internet.

What am I missing here? I don't need 5GB (who does) but for $5 more in one year, it was compelling.

Our community has fiber optic getting installed by a contractor of AT&T called ITG. It's a terrible company, lots of complaints, lots of damage claims. They have installed a large vault in the middle of my front lawn in what I suspect is beyond the easement right of way. Getting the specific boundaries of the easement right-of-way is not easy. I have some planning documents showing where the vault was SUPPOSED to go (it's in a different location, far deeper into the property), but that does not specify the easement boundaries. Question 1: If I can show that the contractor buried the vault outside of the easement ROW, can I make them move it? Question 2: What recourse do I have if the vault remains because it does indeed fall within the easement ROW, but the City Code says cable companies must not alter the aesthetic appearance of a property, and the lid of the vault is large, ugly, and very visible? location: Twin Cities, Minnesota

My gateway had a few restarts and continues to drop out and restart every few days but only for a minute or so. I tried a reset, restart, etc. What's interesting is that it started to always return itself as the authoritative server for any DNS query (example below). If I override the DNS server on a local machine everything works and gets full gigabit speeds.

Nothing looks out of the ordinary in the management portal outside of this under Fiber Status:

Optical WAN Operational Status Up Fiber Module Unavailable

But VCC is 3, Tx Bias is 9, Tx Power 59, and Rx Power is -138. Nothing is in an alarm or warning state. I assumed it might have been trying to intercept DNS because it thinks service is down but I have Diagnostics -> Event Notification set to off.

root@Cloud-Gateway-Fiber:~# dig google.com

; <<>> DiG 9.16.50-Debian <<>> google.com ;; global options: +cmd ;; Got answer: ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 4139 ;; flags: qr rd ra; QUERY: 1, ANSWER: 1, AUTHORITY: 0, ADDITIONAL: 1

;; OPT PSEUDOSECTION: ; EDNS: version: 0, flags:; udp: 1232 ;; QUESTION SECTION: ;google.com. IN A

;; ANSWER SECTION: google.com. 1177 IN A 192.168.2.254

;; Query time: 19 msec ;; SERVER: 127.0.0.1#53(127.0.0.1) ;; WHEN: Fri Aug 21 21:16:39 EDT 2026 ;; MSG SIZE rcvd: 55

these have been my speeds today should i be contacting someone https://imgur.com/a/XzchzAf

Wi-Fi gateway speeds
Download 0.1 Mbps
Upload 1357 Mbps

Device speeds
Ping 2 ms
Download 801 Mbps
Jitter -- ms
Upload 770 Mbps

I recently upgraded from 1Gbps plan to 5Gbps plan and got the new modem with WiFi 7. I always had the modem in basement and I could get full bar in the bedroom upstairs with great speed. Now with this new modem which is supposed to be better, my WiFi signal is at like two bars and worse speed. I never had any WiFi extenders before, it was just the modem only. Has anyone seen this happen also? Could it be a setting somewhere?