Poor DSL Download Speeds on Elite Plan

[MP3]

Here's the story. I've been sufferring slow download speeds for at least 2 months but wasn't in a position to call for help until last week. Since then I've spoken to at least 5 different customer service agents and had three tech visits. Apparently, my line tests at 7 Mbps but, if I'm lucky, I get 0.5 - 1Mbps to my computer. It's impossible to do ANYTHING. I've done everything that was suggested - direct connection from modem to wall (no router); verified that I am malware and spyware free; tested on different computers, etc. One of the techs ruled out my computer set up, using his own modem and laptop and had the same results. Interestingly, my upload speed is fine.

I've seen a post suggesting a "rip and rebuild" from Tier 2 tech support. Will this resolve the issue? Truth is, I'm writing here as a last ditch effort before looking into other options. This is extremely frustrating.

[Computer-Joe]

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MP3 wrote:

Here's the story. I've been sufferring slow download speeds for at least 2 months but wasn't in a position to call for help until last week. Since then I've spoken to at least 5 different customer service agents and had three tech visits. Apparently, my line tests at 7 Mbps but, if I'm lucky, I get 0.5 - 1Mbps to my computer. It's impossible to do ANYTHING. I've done everything that was suggested - direct connection from modem to wall (no router); verified that I am malware and spyware free; tested on different computers, etc. One of the techs ruled out my computer set up, using his own modem and laptop and had the same results. Interestingly, my upload speed is fine.

I've seen a post suggesting a "rip and rebuild" from Tier 2 tech support. Will this resolve the issue? Truth is, I'm writing here as a last ditch effort before looking into other options. This is extremely frustrating.

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I take it they did all the standard stuff, like run a dedicated line from the modem to the NID (little grey box on side of house), and install/replace DSL filter(s)?

Where did they run their test from (physical location) when they said they were getting 7Mbps?

What model modem do you have?

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How can you be in two places at once, when your not anywhere at all?
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I really want to become a procrastinator, but I keep putting it off.
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There are three kinds of people, those that can count, and those that can't.
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“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[MP3]

They didn't run the dedicated line (I'm in a condo, so maybe it's harder?) but did check the DSL filters (even the filter for my alarm) and said everything was fine. The tech #3 (who quoted the 7 Mbps) tested from the bedroom jack that I connect to my desktop for internet service. Tech #2 did check all the jacks in the house as well as the wiring. Tech #2 thought it was an AT&T issue.

I've got an old Speedstream 4100.

[Computer-Joe]

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MP3 wrote:

They didn't run the dedicated line (I'm in a condo, so maybe it's harder?) but did check the DSL filters (even the filter for my alarm) and said everything was fine. The tech #3 (who quoted the 7 Mbps) tested from the bedroom jack that I connect to my desktop for internet service. Tech #2 did check all the jacks in the house as well as the wiring. Tech #2 thought it was an AT&T issue.

I've got an old Speedstream 4100.

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Did Tech #2 open an engineering ticket on your problem? Have you called back in recently, to see what the status is on your issue?

I'm still using an old (7 - 9 years) 4100 as well without any problems, but your's could be on its way out. Did any of the techs suggest replacing your modem?

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[MP3]

I'm not sure whether or not he opened an engineering ticket or not but all the regular tickets I've opened - at least 3 to 4 at this point I think - have been closed. I'm definitely willing to call and have one opened if that would help.

I think you're right on the modem but just to check, I went out and got a Netgear 7550 from the AT&T store. No change.

[Computer-Joe]

Then I would suggest you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you within a couple days to help you get a resolution to your problems.

To check for their reply, click the little blue envelope.

Come back and let us know how it goes after contacting Customer Care.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[ATTCustomerCare]

Thank you for your private message in regards to your DSL download concerns.  We have replied and look forward to assisting you.

Phillisa