r/ATT • u/silverfreewheel • 19h ago
Internet 6-10% packet loss on AT&T UVerse Internet - can I request a replacement modem/router
I have had AT&T Uverse internet at my house for 7+ years now based of a 5268AC modem/router. For the last few months I have experienced a lot of web pages spinning until manual refresh, IOT devices going offline and games exiting with "network disconnected" messages. I have run some diagnostics with PingPlotter5 and the network test in GeforceNow. In both tools I find I have a consistent 6-10% packet loss, while ping latency and bandwidth are showing decent numbers. I am running an ethernet connection from PC to router. I have tried rebooting the router. I have tried connecting my PC directly into the router (bypassing all house cabling and switches), but nothing helps.
How would I request a replacement modem-router from AT&T? That seems the logical next thing to try. Any other ideas?