Can't upgrade to Turbo, why?

[eiriksten1]

Earlier today I was trying to upgrade my internet plan to Max Turbo, but it turns out that the option for it is grayed out. How come it is not enabled? After what I know my UV Realtime tells me it should be possible, or am I wrong?

I greatly appreciate any help.

[oufanindallas]

Is your residence FTTP or FTTN? If you are FTTP (Fibre to the premise) then the 18Mbps profile is all you can order at this time.

[nephipower]

I have ran into this problem before in the past. Basically what it comes down to is some areas they automatically rate for 24 mbit internet. Whereas others they don't because they aren't sure how good the copper is going to be in the area.

So from UVRealtime I could see and so can you for your home that you should be able to handle the 32 mbit profile just fine. So this is something that only tech support to handle so you have a couple of options going about trying to get it fixed.

You can call normal tech support and eventually you will have to keep on pushing people to escalate you to Tier 2 support. They will be able to change your profile and get you upgraded to 24 mbit internet. Sales will not have the ability to upgrade you to the higher tiers, only tech support can do that. They have to validate first that your particular line connection can handle it before they bump you up.

The other option is that you could try is to send a private message to the escalation team at ATTCustomerCare and someone will get in touch with you.

Remember to include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them. 

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed. To check for their reply, click the blue envelope here or at the top right side of the webpage.

[eiriksten1]

How do I check which one I have?

[nephipower]

You need to be more specific about what you are asking for when you post questions.

If you are asking which profile you have now you can see it in the screenshot above where it lists your Profile rate which is on the the 25 mbit one right now.

If you are asking which internet speed plan you are paying for now we can't tell at all from the screenshot above. You will need to look that up online on your account. I assume you are on the 18 mbit plan but I can't tell with a certainty.

[eiriksten1]

Sorry, I thought I quoted "Is your residence FTTP or FTTN?"

How do I check if I have FTTP or FTTN?

[nephipower]

Post your screenshot of the bitloading tab that could tell us pretty easily.

[eiriksten1]

[nephipower]

Because you have a bitloading graph you definitely have FTTN, a very small percentage of users are FTTP.

[JefferMC ACE - Wizard]

The reason you can't get 24 Mbps Internet is because you have the 25/2 profile.  Your connection would need to be changed over to the 32/5 profile for that.  UVrealtime seems to indicate that your connection is good enough for the 32/5 profile. They usually want to send out a tech to certify that your line can indeed handle 32/5 before they'll switch it over.

Call sales and tell them that you want to upgrade your Internet but that you can't due to your profile rate and see if they' want you to sell you the upgrade enough to work on your profile.

[eiriksten1]

Will them sending out a tech guy or upgrade the profile come at an additional cost? I know upgrading the speed will increase monthly price.

[nephipower]

Honestly what JefferMC put is not the best way to go about this because I am personally been in the same situation as you eiriksten1. Sending a tech out is not going to give any additional information than Tier 2 support.

Even tech I have talked to usually has no clue what a profile usually is. They normally only know how to do wiring and that is it because their is what their job requires. They don't actually service the RGs that is Tier 2 support.

Tier 2 will be able to see your sync rate and determine that you can get the 32 mbit profile. If that doesn't work then send a private message to the escalation team at ATTCustomerCare and someone will get in touch with you.

Remember to include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them. 

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed. To check for their reply, click the blue envelope here or at the top right side of the webpage.

[JefferMC ACE - Wizard]

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eiriksten1 wrote:
Will them sending out a tech guy or upgrade the profile come at an additional cost? I know upgrading the speed will increase monthly price.

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I have heard some say that it does.  I would argue that since the reason that you need the higher profile is so you can upgrade to 24 Mbps Internet, they should do it for free.

A year or three ago, it was quite common to get Tier 2 to up your profile based on a high sync rate (i.e. greater than 40Mbps).  However, I have seen multiple posters in the past 6 months saying that they refused to up the profile until a tech visited the home.  The problem is that a line that has a profile higher than it can carry can cause a bunch of issues for the subscriber.

I agree that many techs that get sent out don't seem to have their act together, but any tech should understand what profiles are, what their implications are, and whether your line can support one or not.

I was connected out of the gate at a sync rate of 60M and a 32/5 profile, so I've never had to deal with this personally.

[ATTCustomerCare]

Hi eiriksten1,

We have received your PM. One of our managers will be in contact with you soon.

ATTChrisZ

[nephipower]

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ATTCustomerCare wrote:

Hi eiriksten1,

We have received your PM. One of our managers will be in contact with you soon.

ATTChrisZ

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ATTCustomerCare could you please provide some clarification on what the current policy is for getting profile upgraded and getting approved for faster speeds. Some of us here have had different experiences in the past for how we have gone about trying to get this resolved.

So if you could provide a clear answer on how this should normally be done now I think that would help out the community.

[eiriksten1]

She told me that it was not possible to upgrade

[JefferMC ACE - Wizard]

Oh, really?!  Did she give you a reason?

[eiriksten1]

She said that the thing close to where I live don't have any higher speed.

[JefferMC ACE - Wizard]

It may be that they've hit some threshold in number of subscribers where the fiber would be overloaded, but I have a hard time believing that.  More likely the CSR you were talking to made something up.

[eiriksten1]

I'm sorry for reopening this thread, but my problem is still not solved. I'm still not getting a good reason to why I can't do my upgrade. Is there any way to do this off the phones which is a huge waste of time and leads to the same answer all the time?

[unrtechie]

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eiriksten1 wrote:
I'm sorry for reopening this thread, but my problem is still not solved. I'm still not getting a good reason to why I can't do my upgrade. Is there any way to do this off the phones which is a huge waste of time and leads to the same answer all the time?

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The short answer is that in some cases when they were planning the services for your area they determined that the 25/2 profile would be best and don't give the option for switching profiles.  I see it most common in apartments where they might be a little more cautious because while your line might be capable there could be others in the same final terminal that may not be so the whole terminal is limited.  Sometimes T2 will send a tech out so that they can get reading froms the NID and verify that they fall within the company parameters (yes, they have to stick to these which is why I can't upgrade mine right now either).

While it's easy to complain that sometimes these restrictions are arbitrary, they have been tested and proven to company standards and usually are conservative so that there's a good cushion on the line to account for changes in the loop.    The only option is to usually get a friendly T2 agent who will either dispatch a tech or do the upgrade but they are the only group who can make those changes.

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