Some clients using AT&T and their related services to connect to the internet may be having trouble getting access to their website or their email.  We have been in contact with AT&T but so far nothing is forthcoming.

If you are having this problem, please note that is AT&T that is stopping your connection through their servers - not a network problem on our part.

You can call them here: 1-877-722-3755

You may be able to help them get this fixed by emailing TRACEROUTE data from your computer to our servers.

On Windows:  Open a command window Start -> Run  Then enter cmd in the box.  This will open a command terminal.

Then enter this command:

tracert 174.142.194.169

some data will appear in the window where is attempts to trace the route from your computer the our webserver - a clean route will look something like this:


24.244.9.2 (24.244.9.2)  33.479 ms  33.859 ms  34.215 ms
66.163.73.154 (66.163.73.154)  31.322 ms  31.668 ms  32.017 ms
rc1wh-ge6-0-0-1.vc.shawcable.net (66.163.77.206)  45.537 ms  45.886 ms  46.234 ms
xe-9-2-0.edge4.Chicago3.Level3.net (4.53.98.49)  43.234 ms  46.600 ms  46.943 ms
vlan51.ebr1.Chicago2.Level3.net (4.69.138.158)  70.327 ms  56.237 ms  55.680 ms
ae-6-6.ebr1.Chicago1.Level3.net (4.69.140.189)  72.827 ms  62.968 ms  64.316 ms
IWEB-GROUP.car2.Montreal2.Level3.net (4.59.178.58)  56.970 ms  60.345 ms  58.994 ms
te8-4.dr7.mtl.iweb.com (184.107.1.38)  61.661 ms  65.333 ms  66.680 ms
svc169.hyperstreet.com (174.142.194.169)  51.817 ms  55.214 ms  53.534 ms

At&T users will likely see a few att servers in this list and you will see a timeout.

Other IPs you can try as well

tracert 174.142.194.174

tracert 64.15.141.66

IMPORTANT Do not attach files as they will not be accepted.  Instead just copy and paste your trace findings into the body of your email message. Email all of it to AT&T at address:   netsec@att.net  and  noc@att.net

Suggested Subject line:  Broken router at AT&T

They will send an auto-reply with some additional information

On Apple/Mac Computers

Open the Utilities folder on your hard drive.

Launch the Network Utility.

Click Traceroute.

Enter the domain name or IP address for which you want to perform a traceroute, and then click Trace.

Again. please collect the output and forward complete trace to AT&T at netsec@att.net and  noc@att.net

Alternate method:

At the prompt, type traceroute hostname.com

Naturally, you may also call your service provider and explain the situation to them as well.  They may request the traces generated above and give you another email address to which to send the reports.

You may post the results of your trace back into this ticket system, in addition to providing it to
AT&T so we can collect more evidence

Thanks

Contact GoBIGmedia.com

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