09-01-2013 12:43:09 PM
I have Turbo Max package. I noticed that my upload speed is is only close to 2MB instead of 3MB. I am not sure that the upload speed is supposed to be close to 3MB or not. I searched from the internet and a lot people mentioned about 3MB for upload speed. Is anyone getting to close to 3MB?
09-01-2013 05:57:20 PM
The maximum upload speed for 24 Mbps down is 3.0 Mbps up. However, there are a lot of factors that can affect this. Are you using a wired or wireless connection?
09-01-2013 11:21:28 PM
Thanks for the response. I tried with both wired and wireless connection. My max. upload speed is still the same. I usually get the upload speed around 1.9 MB. I have never seen the upload speed reach to 2.0MB or above. I also check the gateway and it indicated the user rate "Up" speed is 2040kbs. I am not sure that value is set through AT&T or automatic detect. I remember this value is always set to this value, even before I upgraded to Turbo Max about 6 months ago. So I just want to make that the gateway is setup correctly or not...
09-02-2013 07:22:08 AM
Hm... Can you download the tool from www.uvrealtime.com and post a screenshot of the IP/Profile tab? (Or capture the RG page that showed the rate information, or both).
09-02-2013 05:57:39 PM
To subscribe to max turbo must be on 32M/5M profile to support 24/3 internet
If you max user up is 2 then sounds like your on the 25M/2M profile where best internet package available is Max Plus (18/1.5)
Call to tier support to verify your profile and change your internet package if necessary.
09-03-2013 10:01:41 AM
Yes, you are on the 25/2 profile. They should not have sold you 24 Mbps HSI. Ask for a refund of the difference in price between 24 and 18 from the day they sold it to you.
Now, going forward, they should either drop you to the 18 Mbps HSI, or you might can get your profile raised. Your max user rate of 55K looks like the 32/5 profile is possible for you. Ask for them to upgrade your profile so you can keep (and actually use) 24/3.
09-04-2013 11:41:51 PM
Thanks for everyone's input and response! I spent over half an hour talking to the tier 2 support. They refuse to change my profile rate due to my current line is working fine and it is within AT&T's acceptable link speed. They can ether downgrade or upgrade my link (without refund ... of course) and they will not update my profile setting. According to the tier 2 support, the profile rate can only set through the field technician. If AT&T set the profile rate too high like (32/5) which can flush my RG and cause problem. So they propose to dispatch a technician to check the line since I insist my profile setting is under rated. There is a possible $99 charge if the technician find some problem with my line inside my house (I... guess). Why do we need someone to come to my house and check the line? Can they just go to the VRAD and check over there? They said that the profile change will not make any different with my link speed. It sounds to me that I am thinking to get a faster speed without paying AT&T... This is just unacceptable. I would recommend everyone to check their profile and link setting, so they will not take advantage to the customer; even though they make a mistake from my standpoint to setup my profile incorrectly. I am planning to drop the Max Turbo and go back to Max plus without paying extra money for not getting the full usage of my line.
09-05-2013 07:53:15 AM
If database shows your distance over 2200 feet auto set to 25M profile irregardless of max sync obtainable.
A tech dispatch requires verification at end of line RG, not beginning VRAD.
The tech will inspect for dedicated cat5 home run from NID to RG, if not current wiring this would need to be done.
TS is required to notify you of possible charges, before tech is dispatched so customer cannot complain they were not told of possible charges and refuse service call they requested.
Of course a tech visit means a four hour appointment window, may or may not be on time depending on how busy, distance from last call, etc.
The other option seems to be one chosen, go back to what worked before, 18/1.5, best for 25M profile, avoids waiting, possible charges, saves $10 per month.
09-05-2013 08:30:58 AM
It is ludicrous that they will not refund the difference between the 24 Mbps tier (which they haven't been providing you due to their own fault) and the 18 Mbps.
Please click this Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site) in a business day or three.
To speed things up, including your Billing Account Number and the best way and time to contact you directly; you may also want to include a link to this forum thread so they can see the history.
These guys will fix you up. Please report back here and let us know if they were able to get you satisfied or not.
09-08-2013 11:06:18 PM
Thanks to JefferMC's help plus AT&T customer and AT&T U-verse customer support! Especially Morgan from AT&T U-verse support, he was able to help me to update the profile to the correctly setting plus help me to get the refund with my under rated Max Turbo package! Now my uplink is actually running close to 2.9 instead of 1.8 before the profile update!
I am very appreciated to everyone in this forum willing to help me to troubleshoot and resolve the problem.
09-11-2013 03:41:38 AM
It is good that you have had your situation resolved to your satisfaction, but what you had to go through to get it done represents the difficulties I, too, have had in dealing with AT&T customer service. For my experience, it required me to do the research, initiate contact with employees outside the "normal" support chain (who were very, very helpful) and numerous phone calls (including some hangup's after long times on hold) to get the same result as you: 24/3. I'm sorry, but this is not rocket science.
"Customer support" should be focused entirely on customer support instead of making life more difficult for the customer.