My wife and I had landscaping done and the workers accidentally cut the fiber optic line to the house. ATT tech came out and re-ran the line. The internet continued to cut out multiple times, particularly in the morning.

A tech came back out, tested the fiber optic line and said the connection was good, but there were errors and replaced the modem with a new modem. Next day and from then on the internet keeps dropping. I get an error message in my browser saying the ATT modem cannot connect to an IP and the modem light blinks red.

To me this indicates there is an issue with the line or network coming into the house, but they are pushing back saying it is my router.

Can a router somehow disrupt an ATT fiber optic modem and cause it to blink red? That doesn’t make much sense to me.

I am going to buy a new router, but it doesn’t seem like a coincidence that everything was fine until they ran a new line to the house.

Does anyone have any suggestions?

  • vrtigo1BEnglish
    1·
    1 year ago

    Based on what you’ve stated, it absolutely sounds like an AT&T problem.

    If the problem continues, simply disconnect your router and connect a PC directly to the AT&T modem. If the problem continues, AT&T won’t be able to blame the problem on your equipment since it’s disconnected.

    FWIW, my experience with AT&T fiber support has been abysmal. I had a similar issue and the tech they sent out straight up lied when he filled out his work order, saying the issue was my router even though he used his AT&T laptop connected directly to the modem and experienced the same problem. They tried to charge me $100 for a site visit because the problem was on my side. Took nearly 3 months of fighting with them to get that fixed.

  • MischiefMayhemMagicOPBEnglish
    1·
    1 year ago

    Thanks for everyone’s replies!

    We called ATT today because the internet refused to come back on at all and they sent a different tech who identified the issue.

    The tech used his meter and it showed there was a connection issue within 39 feet of the modem.

    Apparently when the fiber cable terminates against the house they have to cut the cable and make a manual connection. The tech who hooked up the line didn’t do a good job cleaning the glue away and bent one of the fibers.

    The tech from today was baffled the other tech didn’t discover the issue (but the other tech who came out numerous times was also the one who hooked up the fiber initially).

    The tech also said he had one case where the router was actually causing issues with the modem, but he said that is extremely rare.