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Posted Jan 8, 2014
1:01:22 PM
UVERSE Gigapower Netflix - Terrible Performance

I signed up for the UVerse Gigapower service and the overall speeds seem to be faster.  The bad, some of regularly used services are not performing.  For example, Netflix.  On Grande I was always running at HD.  With Uverse I'm seeming giant blocks of blur.  I'm fixing to cancel.  

 

After reading on the web it appears to be an AT&T to Netflix issue that Uverse users experience often.

 

I do get 300mbps+ on speedtests (to some servers).  My Grande service was 60/5 FTTH and I'm likely to go back to there 110/11.     

UVERSE Gigapower Netflix - Terrible Performance

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Jan 8, 2014 2:21:22 PM
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Community Manager

Hello, mstang1988!

 

Thanks for posting. I'm sorry to hear that you're not happy with your Netflix quality after switchinhg to GigaPower. We would really appreciate the opportunity to help, so please send our U-verse specialists a private message by clicking here.

 

In your message, please provide your name, phone number, email address, and the best time to reach you. Keep an eye on the little blue envelope icon in the top right corner of your screen for a response.

 

In the meantime, feel free to message me with any other questions or concerns!

 

-Mariana

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: UVERSE Gigapower Netflix - Terrible Performance

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Jan 8, 2014 2:27:55 PM
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ACE - Master

So, the "terrible performance" in your title is limited to Netflix?

 

Did you happen to notice when you found posts about AT&T users having issues with Netflix that pretty much every major ISP has some users that have problems, and most have other users that are not.  Usually these are regional peering problems, too many users in one geographical location and the regional peering between Netflix's CDN and the ISP is not up to the burden.

 

If Netflix is important to you, then I understand your problem.  These are not necessarily easy to solve.  You can try to get this resolved by clicking this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you. You can expect a reply via return PM (the blue envelope envelopein the upper right hand corner of this site) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

 

However, if the result of their investigations is that the peering arrangement is the issue, then switching is probably going to be your best option.  AT&T is likely not going to undertake the changes necessary to support Netflix's commercial business model without compensation from Netflix, and Netflix seems willing to let the ISP's take the rap for what is essentially an issue caused by Netflix.

 

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: UVERSE Gigapower Netflix - Terrible Performance

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Jan 9, 2014 11:34:24 AM
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Tutor

Yup, I've seen that most ISP's have issues for some subscribers but not all.  With Gigapower being the competitive offering of Google Fiber (especially with Google Fiber coming to Austin) I would expect AT&T would want to provide the level of service Google is providing.  Average 3.59 mbps (Google) vs 1.75 mbps (ATT).  Yes, I've read AT&T doesn't want Netflix in their data center which is why there are issues.  

 

I've contacted support via the link you provided so let's see if it can be resolved.  I suspect it's a limitation and that I'll be waiting for Google to show up in my neighborhood.  

 

With Netflix accounting for 30+% of internet traffic and other ISP's adopting Netflix's business model I believe AT&T will eventually rethinking their strategy in the future.  

 

I will also be commenting on Netflix forums as this is a large part of the issue they created and it seems as if they need to adopt buffered HD content delivery to help the users.  

Re: UVERSE Gigapower Netflix - Terrible Performance

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Jan 9, 2014 1:53:12 PM
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ACE - Master

mstang1988 wrote:

...Yes, I've read AT&T doesn't want Netflix in their data center which is why there are issues.  ...


I'm sure AT&T would be happy to have Netflix in their Enterprise Data Centers, at their standard (or even discounted) Enterprise Data Centers financial compensation rate.  However, I don't believe that's what Netflix is asking for.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: UVERSE Gigapower Netflix - Terrible Performance

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Jan 10, 2014 12:23:32 PM
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Community Support

Hi mstang1988,

 

We have received your message and look forward to working with you to get this resolved.

 

-David T

If you encounter any issues with your service or equipment, we recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.

Re: UVERSE Gigapower Netflix - Terrible Performance

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Jan 10, 2014 9:29:45 PM
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Tutor

For those interested of the quality I'm seeing during normal hours the bitrate varies between 235kbps to the Super HD (5800kbps) netflix stream.  It's usually under < 1000kbps and closer to 500kbps during peak hours and during off hours 3000-5800 depending on how "off" the hour is.  

 

I'm using the Netflix Example Short 23.976 which encodes the current bitrate into the video itself and changes as the video changes.  

 

AT&T has messaged me and they are working on helping.  

Re: UVERSE Gigapower Netflix - Terrible Performance

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Jan 11, 2014 9:57:00 PM
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Teacher

Glad that help is on the way... Hasn't come here in Clarksville.  I don't care about 300 downloads but do care about the extra streaming and recording options.  As well as getting Netlix at HD like I used to get last month beore I switched from Grande internet to AT&T. 

Thank you!

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Jan 17, 2014 11:43:47 AM
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Tim,

 

Any update on this?

 

- Joey (yes, the one that lives 200 yards away that can't get GigaPower!).

Re: UVERSE Gigapower Netflix - Terrible Performance

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Jan 18, 2014 1:05:11 PM
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Teacher

Still not getting HD quality from Netflix streaming, as I was before using AT&T for my high speed.  Also max upload/download has been 90mbps.  One of the AT&T reps said he would continue looking into this, I haven't hearn anything in a few days and haven't seen a trouble ticket yet.  

Re: UVERSE Gigapower Netflix - Terrible Performance

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Feb 5, 2014 3:13:16 PM
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Teacher

I'm having the same issues.  Too many troubleshooting steps have been done to repeat them here.  I've had an inside tech here three times and an outside tech three times.  Modem has been replaced twice.  I replaced all cables involved multiple times.  AT&T has checked the wiring, found an issue with it and fixed it.  No difference with Netflix, however.  If I use my smartphone as a hotspot, I can stream in HD to my hearts content.  Since this issue has been going on at least two months, I'm going to be dropping my U-verse service.

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Feb 12, 2014 12:38:04 PM
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Teacher

As a follow-up to my previous post, I ordered Charter cable internet last week and, after using it a week, it has been working great and I am having none of the issues that I have with U-verse. Time to cancel U-verse. FYI, I am in Madison, WI for those in the area with the same problems.

Re: UVERSE Gigapower Netflix - Terrible Performance

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Feb 13, 2014 2:42:53 PM
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I want echo this user's issues.  I previously had Time Warner for 4 years prior to June 2013, with downstream connections ranging in speed from 10 mb/s to 50 mb/s.  I almost never experienced any issues with HD Netflix streams being downshifted to lower bit rate streams.

In switching to AT&T in last June, these problems started becoming a regular occurrence, especially at peak times like weekend nights, but also at non-peak times as well.  I am particularly irritated because while this occurred at peak hours, I rarely ever experienced this, even on a Friday at 9pm with any grade of Time Warner's connection.

 

Gigapower was hooked up to my house the first day it was available on 12/12/13, and I get the usual 300/300 result from the speedtest servers that can return that result, but I still routinely (and seemingly randomly) drop to the 512x384 video on Netflix.  Luckily, I am only locked in for a year, but if Time Warner/Comcast follows through with plans to fatten up the different tiers, I would drop my Gigabit connection in a heartbeat for a 50/5 connection if it means I get my favorite streaming.  Or trade it for Google Fiber, if it gets to our neighborhood.

 

I know this is unlikely to fix our problem, as I understand Netflix wants AT&T to carry its servers on Netflix's terms, while AT&T probably wants to throttle netflix bandwidth to its customers and force them to use their on-demand selections.  However, if there are solutions, I'd be happy to hear what y'all have.

Re: UVERSE Gigapower Netflix - Terrible Performance

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Feb 15, 2014 2:14:05 PM
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Mentor

I'm seeing drops on my hardwired Roku on GigaPower.  

 

I'll send a note. 

Re: UVERSE Gigapower Netflix - Terrible Performance

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Feb 21, 2014 9:04:53 PM
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Teacher

The past few days in primetime, I've seen my Netflix actually get to HD, or one below it.  Tonight, 11pm Central and I'm in HD on House of Cards.  Impressive!

Re: UVERSE Gigapower Netflix - Terrible Performance

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Feb 22, 2014 2:03:04 PM
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Mentor

I, however, am still seeing 10-60 second stream drops on my Roku2. 

 

I will next try the app on my Smart TV to see if it's the Roku.  Both are hardwire Ethernet.

Re: UVERSE Gigapower Netflix - Terrible Performance

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Feb 23, 2014 6:23:48 PM
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Mentor

Ok. the above 10-60 second drop thing seems to be a Roku2 issue.  Streaming on my Samsung 55" 7100 seems fine over the Ethernet. 

 

 

Re: UVERSE Gigapower Netflix - Terrible Performance

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Feb 25, 2014 4:16:31 PM
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I am having the exact same issue with netflix and other services including playstation network and xbox live apple store etc.  I had suddenlink 30mbps service and I thought it was bad until I switched to this.  I was promised 300Mbps and upgrade to 1gig later and doing stupid simple speed tests to ATTs speed test proves that I am getting 300Mbps but it's not the same numbers testing to other speed test sites.  On my cable modem when I load netflix it would instantly load and all of the movie images would display immediately. On my gigapower service netflix can take up to 45sec or more to load just the menu to search for a movie and then up to 1-min to start the movie.  even during movie play the picture quality is horrible and every now and then the whole movie will pause and display the loading circle with the pecentage and sit at 0% for about 30-seconds again.  When I connect to XBOX live it takes forever to get signed in and during gameplay I will get randomly disconnected from XBOX live which throws me out of any game or movie I'm in. I'm almost tempted to pay the early termination fee and switch back to my cable service.  ATT you need to fix this crap.  you promised us blazing speeds and this is not as promised.  I have tested my service to netflix over my verizon 4g hotspot and get a better more stable picture than I do on my uverse gigapower over ethernet and fiber.

Re: UVERSE Gigapower Netflix - Terrible Performance

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Apr 4, 2014 6:33:41 AM
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Tutor

This is an AT&T peering problem;  if you want to watch Netflix video, switch to Time Warner or Grande and send AT&T the necessary market signal with your dollars.

 

I just switched from AT&T DSL (6Mbps down / 768Kbps up) to AT&T Gigapower in Austin, and have the same lousy Netflix experience in the evening as I did with DSL, because it's the same network at the end of the day.

 

You need about 3-5Mbps sustained for an HD stream - AT&T can usually only muster 512Kbps-1Mbps in the evening due to the chokepoint at wherever they peer with the Netflix CDN (NTT/Verio in Dallas?).

 

 

Re: UVERSE Gigapower Netflix - Terrible Performance

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Apr 10, 2014 1:56:35 PM
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So I am stuck in a contract with them now for 1year which is crap. I have done all kinds of tests and what they are advertising is 300Mbps up & down which is true into AT&Ts network but accessing services in any other autonomous system seems to have a chokepoint at their POP.

I got really really sick of this and opened a ticket with their tech support and scheduled a truck roll. I got a text that day saying the issue had been resolved and the tech never arrived. I called back and asked what happened and the techs closed the ticket thinking it was part of an outage in a different area and they rescheduled. Finally the tech came on site and looked at my connection and, surprise surprise, it tested clean. He then did that stupid speed test into AT&Ts speedtest server, which is crap because it doesn't test past their Autonomous System. He said they don't even accept the speed test to speedtest_dot_net or other sites which come up under 20Mbps. They always give you a line that the other speedtest servers can't do any better. I told him I tested the same sites at work over our 500Mbps dedicated circuit and it tested over 150Mbps. So the tech went out to his truck and made a call and came back to my door and handed me a completion document and told me that his manager told him to let me know they are aware of this issue and are already looking into it which is code for "I'm done here". I called ATT tech support and gave them all the info from the tech and asked to have my case escalated. They opened something called an AOTS ticket whatever that is. All I can find is that it means AT&T One Ticket System. I'm sure if enough people with the same issues call in and escalate and keep escalating they will take it seriously at some point. I'm not going to take no for an answer on this one. I was told that this was supposed to be 300Mbps and I'm going to get the expected performance out of this or switch back to cable

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Apr 10, 2014 8:25:11 PM
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Tutor

Mine still doesn't perform better with Netflix.  I do get 300mbps on speedtest.net and can test it via the software servers via my wired network.  I suspect softlayer is using an AT&T backbone.  

 

Whenever googlefiber arrives goodbuy AT&T.  

 

 

Re: UVERSE Gigapower Netflix - Terrible Performance

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Apr 23, 2014 7:08:57 PM
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Just to chime in here. I am seeing the exact same issue with GigaPower in Austin. I recently upgraded from UVerse 18Mbs, and I never had a Netflix issue with that service. However, I am now unable to watch any Netflix movies.

 

I get the same 300Mbs on speed tests from various sites, just not on Netflix.com.

 

If this keeps up, I know that I will wish that I would have just stayed with my old UVerse 18Mbs connection.

Re: UVERSE Gigapower Netflix - Terrible Performance

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Jun 3, 2014 9:41:33 PM
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Tutor

Noticing better Netflix performance lately - actually seems to be able to sustain 2-3Mbps for the length of a movie now.  Maybe the NTT/Verio chokepoint in Dallas has been upgraded?

 

This route:

 

traceroute to ipv4_1.lagg0.c028.dfw001.ix.nflxvideo.net (198.45.55.137), 30 hops max, 60 byte packets

1

2

3 71.149.77.48 (71.149.77.48) 9.034 ms 9.255 ms 9.584 ms
4 75.8.128.36 (75.8.128.36) 9.406 ms 9.714 ms 9.865 ms
5 75.8.128.129 (75.8.128.129) 10.034 ms 13.140 ms 13.362 ms
6 12.83.68.145 (12.83.68.145) 14.600 ms 13.275 ms 13.345 ms
7 gar27.dlstx.ip.att.net (12.123.16.77) 15.775 ms 12.270 ms 12.227 ms
8 ae-9.r01.dllstx04.us.bb.gin.ntt.net (129.250.8.237) 37.112 ms 37.403 ms 37.814 ms
9 ae-9.r07.dllstx09.us.bb.gin.ntt.net (129.250.2.208) 38.157 ms 39.325 ms 36.640 ms
10 129.250.199.46 (129.250.199.46) 10.892 ms 10.040 ms *
11 ipv4_1.lagg0.c028.dfw001.ix.nflxvideo.net (198.45.55.137) 28.326 ms 27.259 ms 27.549 ms

 

 

Re: UVERSE Gigapower Netflix - Terrible Performance

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Jun 21, 2014 4:08:50 PM
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Contributor

Oh boy; I just signed up for Gigapower here in Austin. We are a long-time Netflix household via our Tivo. I was assured by the sales rep that he used the Roku and it worked great. 

 

Fortunately, we are will have the 30-day cancellation window to test this out. 

Re: UVERSE Gigapower Netflix - Terrible Performance

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Jun 28, 2014 12:10:27 PM
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Tutor

I know this is five months late, but I read this comment, and it made my blood boil.

 

JefferMC, that is absolute BULL.

 

I pay AT&T a monthly fee (a hefty one at that) to deliver me whichever content I ask for, un-fiddled-with, in its entirety, as requested. Whether that's Netflix, Facebook, Weather.com, or even PornHub is irrelevant. You aren't supporting Netflix's business model, I am

 

I pay you to deliver the content I wish to consume. If your network isn't up to the task, you'd better upgrade it. Your competitors have no problem streaming Netflix, and I can assure you that if this nonsense with Netflix content doesn't improve, I will drop you crooks like a bad habit the instant my agreement with you has expired. To be frank, our agreement should be null and void, considering your one and only responsibility (deliver the content I ask for) is not being fulfilled, despite me paying my bill in full every month. 

 

It's funny, when I ask friends who have Comcast if their Netflix ever streams in 1970's tube quality, or sometimes doesn't stream at all, the answer is always "no". 

 

"Too many users in one location" is a load of crap, as well. Translation: "we knowingly and willfully signed up more customers than we could possibly service". Don't blame it on your customers, we're the ones getting the shaft, here. We signed up expecting an Internet Service Provider, not an Internet Sometimes Provider. 

Re: UVERSE Gigapower Netflix - Terrible Performance

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Jun 28, 2014 7:22:32 PM
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ACE - Expert

threevolve,

 

JefferMC is not an AT&T employee, he is a customer, just like you.  Stop talking to him about "his" network and get a clue that this is a peer-to-peer forum.

 

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: UVERSE Gigapower Netflix - Terrible Performance

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Jul 19, 2014 12:26:55 AM
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Contributor

I'm a Gigapower customer and I was able to resolve all of my speed problems by turning my modem into a bridge and using an Apple Airport Extreme as a DHCP server. 

 

When I first had Gigapower installed I was able to do a speed test showing 300Gbps.  Some websites loaded instantaneously but others were slow. Netflix performance was horrible and Youtube videos would stall. If I tried to download a large file from Apple the file would timeout halfway through.

 

Using the admin password on the back of the modem and a guide I found on the web (just search with Google for enabling bridge mode on your modem) I was able to disable the DHCP server on the AT&T supplied modem setting it into bridge mode. I have an Apple Airport Extreme which I enabled routing and DHCP services.

 

Now my Internet is rock solid fast and stable.  Everything works including Netflix. Its the fastest most reliable Internet I've ever had.  I was previously a TimeWarner customer and pleased with their cable service. I switched to AT&T to get the faster service and now that I've made these changes, I'm really happy with the service.

 

This isn't the easiest thing to configure, its pretty technical and if you make a mistake you will likely end up with no Internet.  I suspect that the Modem is buggy running software that either degrades over time or has periodic issues. By removing some of the load and moving services to the Apple device you bypass the bugs and end up with a better service.

 

I can't say that this will fix anything for you folks but it did for me.  FYI.

Re: UVERSE Gigapower Netflix - Terrible Performance

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Jul 28, 2014 5:32:21 PM
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I am in Round Rock TX just north of Austin.  Netflix the last 30-60 days has been so bad.  Low quality and some nights it just goes a percent on buffering every 30 seconds or more lol I pay how much for this "high speed" internet?  My LTE cell phone streams netflix faster! HAHAH

 

What a joke I so want to cancel this crapola now. I sent a private message but who knows what black hole that will go down.  In the end they will probably just blame netflix even though prior to my switch netflix was great as was some other streaming services.  Google "Uverse Throttling Netflix" for some fun reading.

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Re: UVERSE Gigapower Netflix - Terrible Performance

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Aug 5, 2014 2:23:17 PM
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Employee

threevolove,

   I understand your frustration, I really do.  In fact, I used to share the same sentiment until I had a clearer picture of the real situation...you see, in order to serve its customers, Netflix has to provide a pipe from its servers over the common backbone and then down to the end user.  When I say "Netflix has to provide," I mean 'Netflix must purchase.'  Same as me at home -- say I want to stream HD webcam content to my mom a few states away...but I'm using a $1/month telephone model connection to the Internet.  Who's at fault for my mom being unable to see my stream?  She's got a 50Mbps connection to her ISP...should she call tech support or customer support?  See, it wouldn't do any good, because the "bottleneck" is a limit imposed by the SLA the ISP is paid to maintain.  We do pay for a certain sized pipe into our homes, but we can't expect an ISP to deliver content faster than it's passed to them by the content provider.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: UVERSE Gigapower Netflix - Terrible Performance

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