11-12-2012 07:39:25 AM
AT&T just made U-verse available in my area where previously no DSL had been available. Exciting, right? I signed up, did the self install, only to realize that the only package available to me was Basic. That's 768k down, much less up.
Generally, the service is reliable, but it's unusably slow. I find it hard to believe that a new build out would provide such low speeds. My loop length is not an issue, I'm using ADSL2+ and am 2600 feet away. I checked addresses of people right next to the box and they have the same problem, only basic available.
I called support and filed some kind of request for more speed, and have yet to hear back in almost three weeks. The ticket is G48147258. What are my options at this point? I'm pretty much ready to cancel this thing, it's 2012 and if this is what AT&T is building out for new installations, they're probably going to have a lot of dissatisfied customers. Help!
11-12-2012 08:07:52 AM
I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.
See if they might be able to shead some light on the situation.
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11-12-2012 12:10:48 PM - edited 11-12-2012 12:11:39 PM
You can definately contact Tier 2 Support or contact the managers of the forum here. I would take that approach. However, if you were under 5500ft and live in a house, they'd give you VDSL2+ FTTN-SP, FTTN-BP, or FTTP. The reason AT&T stuck you on ADSL2+ is because the looplength is too far. Not the distance that a bird would fly to the VRAD/DSLAM but the actual routing of the copper lines.
I've seen situations where people can see the VRAD from their front yard but the cable is run in such a way that they need to be on iNID (approx above 2.8k-5.5kft). A ticket ID is no more than a case ID where the agent you spoke with should have notated which tools they ran and what the issue/resolution was.
Hopefully it's just a glitch and they can get you higher service!
11-13-2012 02:39:42 PM
if you are only 2600 ft away from the dslam you should be able to get faster speeds. I would suggest you call support and ask for tier 2. they will be able to get this corrected and you should be able to get upto 18M Internet speeds if your loop length is 2600ft.