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Mpal4343's profile

12 Messages

Sunday, February 4th, 2024 12:44 AM

ATT are borderline criminals. Locked into another 1 year contract to fix an issue that they haven't fixed. Also charged false tech fees.

I'm on a 50MBP/s plan with ATT (Sadly the best available in my area despite my literal neighbors having fiber)

So back in mid november I started having crippling packet loss issues out of nowhere with seemingly no rhyme or reason, it just started happening. The only noteworthy thing that had happened prior was a 1 second power outage in the middle of the night.

The packet loss issues have been so severe it affects everything I do on the internet. Simple youtube videos will buffer sometimes, gaming is sometimes impossible due to rubberbanding, and most importantly my work from home has been severely effected and has gotten me in trouble.(something I stated to ATT on the MANY times I've tried to get them to fix my issue.

Seeking a resolution for this has been an absolute circus and has had me on the phone with ATT for LITERALLY dozens of hours and has had 6 different techs come to my house, say "they see the issue, I can't believe the last tech didn't see the problem." and "fix" it.

The first tech came to the appointment 30 minutes early, a surprise, but a welcome one. He hooked up a computer to my internet, did a speed test, hooked up his phone to my wifi, did an Ookla speed test, thumbs upped me and said "You're good!! Download speeds looking great! Have a good day!" when I told him download speeds weren't my issue, and it was huge amounts of packet loss. His response was basically to shrug "Don't know what to tell ya." <---verbatim quote and left. He spent 5 minutes at my home and it suddenly made sense to me why he came 30 minutes early.

Tech #2 shows up, VERY LATE, my window was between 10AM and 12, he shows up at 8PM. This one seems a lot more professional and nice, he goes outside for 30 minutes examining cables and tells me he knows the problem. He told me ATT had me on a "single line" which wasn't rated for the distance I am from the crossbox, and that I should be on a "dual bonded paired line" (I might have the term wrong, it's been a couple months) so basically ATT had me on sub-par and equipment not rated for what I was doing for my entire 4 years of service. Great!

So he tells me the solution: he has to downgrade me to a 25MBP/s plan then I need to call ATT and reupgrade myself to a 50MBP/s plan and request the dual paired line because he can't change it unless I make an "install order" and book an "install tech". I tell him alright, if that'll fix my issue let's do it. I call ATT, get the ball rolling. They tell me to upgrade my service to the service I already had, I have to lock myself into another 12 months. (Just a reminder: THIS IS THE ONLY WAY TO GET THIS PROBLEM REPAIRED. LOCK MYSELF INTO ANOTHER YEAR JUST TO RE-UPGRADE MY SERVICE.) and of course tech #2 didn't tell me this would lock me in, but he'd already downgraded me so I had to agree.

Tech #3 gets here, looks at his phone shocked "Oh man I'm not an install tech I'm a repair tech ATT must have misfiled your request you need an install tech out here I don't have the tools for your repair." but to give this guy some credit, he really spent a lot of time at my house doing what he could and he confirmed there was some weird issue somewhere, he just couldn't identify what, so he helped me make the right ticket and also put in the notes for the install tech to check the lines for any damage. He also tells me he's not surprised tech #1 was so unprofessional, he explained to me they were "overtimers" from Alabama that were sent down to FL to help with stuff, but his boss was so unhappy with them he sent them back to Alabama.

Tech #4 gets here later that same day. He digs a big hole slightly outside of my property line, tells me there's damage somewhere according to his readings and that he's going to install the dual paired line but he needs a contractor to come out and fix my problems so it won't be done until next week. Next week comes, he knocks on my door thumbs ups me and says "repair done, you're good!" of course, I'm still having the same issue.

Tech #5 comes, this one I don't meet. I had talked to ATT on the phone and they sent me to their escalated tech support line. This guy was really knowledgeable and for the first time I was speaking to someone who could speak english fluently and he was very professional and was troubleshooting on the phone with me for an hour. Ultimately he says it must be an issue with the crossbox and they should switch me out to another port, and that's obviously the issue. He sets me up with an appointment with a "manager" who can monitor the crossbox himself for an hour after the install to make sure all my issues are fixed. Tech #5 comes, calls me and says I should be good....and I am!!...for a day. After a day my issue starts back up (albeit less severely, it's alot better than it was but still getting bad packet loss spikes), and not only that, but my latency has increased by 30MS on everything I do. Somehow they added a new problem.

Tech #6 arrived just recently, he knocked on my door, told me "Oh I see your issue this is an obvious fix!" tells me he's going to go to the crossbox and call me. He calls me, tells me my issue is fixed, and it doesn't even look like they *ever* moved my ports because it looked like I had been plugged into that port for a long time. (So ATT lied about switching my ports??) I tell him that I'm still having the same issue and I'm seeing on my programs that my latency is still bad (just a trace route from windows) and I'm still experiencing high levels of packet loss. He's incredulous and is asking how I'm...hacking into their equipment to get this info..? Because he can only access that info with his "special tools"? He starts talking in a way like he's accusing me of breaking into their system, when I tell him I'm just doing a trace route on my PC he tells me "Well we don't guarantee 3rd party proprietary equipment" furthermore he reveals that the notation that the support lady I talked to on the phone listed my issue as a "download speed issue" and not a latency/packet loss issue. Love it! And even better yet, my packet loss issue is now back to as bad as it was before, along with my new high latency issues.

The cherry on top to all of this is, I was offered a 3 week credit on my service by ATT (Which I did not ask for, but obviously accepted.) but to my surprise my bill was HIGHER, almost double what it was that next month. The credit not being applied AND despite being told it would be free, all these tech visits would be FREE, tech #4 wonderfully notated that my line got damaged by a plant that was on my property. (despite them not digging on my property) so that apparently gave ATT and avenue to tack on a $80 tech fee that I challenged.

Ultimately they sent me to loyalty and they said "we'll meet you halfway on the tech fee, apply that 3 week credit, and reduce your bill by half of what it is." I of course accepted as I'm locked into the contract no matter what. And of course, I got my bill just a few days ago and for some reason my bill is once again far higher than normal, since I"m down right now with the flu I haven't called to inquire about it but I can only guess tech #6 found some sort of "issue" on my property line and thus I got charged by ATT again.

I'm so sick of this. ATT has cost me so much money both directly with tech feesm me still needing to pay for non-functional service, and indirectly with lost work opportunities. And they even managed to lock me into another year with them, in which I'm basically paying for non-functional service. I'm just really out of my mind and I want some sort of resolution to this as I need my internet for my job.

ACE - Professor

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5.5K Messages

4 months ago

I don’t agree with how you were treated.  If Att had you on a 50/10 plan and were charging you for it, and a technical issue required putting your circuit on a bonded pair, then they should have taken care of.  This to me would have been grounds for a formal complaint if you couldn’t work it out with them directly.  

12 Messages

4 months ago

 Hey Gr8 thanks for the answer, I have no idea how to lodge a formal complaint as everytime I contact ATT they put me with someone who can barely speak english and doesn't even seem to fully understand my case.

Community Support

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232.2K Messages

4 months ago

Hi @Mpal4343, we understand how important it is to have seamless connectivity with no packet loss. 

 

Since you mentioned that multiple tech visits have been done, we will not be able to solve your issue with general troubleshooting. We will need to access your account and connection in order to get further information. However, the Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

Thank you,

David, AT&T Community Forum Specialist.

Former Employee

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22.4K Messages

4 months ago

Ok you were on a single pair service with internet 50/10 for how long before problem started? Days, weeks, months, years… if speed tests are good packet loss would not likely be a profile issue.

Internet 50/10 as a single pair would be internet 100/20 as a bonded pair, was your speed tier changed to 75/20 or 100/20 after the upgrade?

Depending on how the order was written (sales or service) the $99 installation fee could have been charged or waived… a $99 charge with $99 discount. 

Could you access the gateway using 192.168.1.254 and post the stats page with user rate, max rate, errors, etc.

Unfortunately do not have the same screen shot from before upgrade for comparison.

But I am highly doubtful that you needed to be moved to a bonded pair if had 50/10 for years… if however you called in and your profile was changed from 24/3 or 25/5 to 50/10 as that showed best speed for your address, an installation should have been scheduled then not after the profile change was pushed through.

With passing of time since issues started it is hard to say what needed to be done… if the port was flaky a simple port swap may have solved but I suspect packet loss is further upstream and nothing to do with your profile or wiring but admittedly could be wrong without having prior knowledge.

Nor do I know who was dispatched on the repair tickets, senior Uverse techs have been with the company 6 to 15 years while many newer techs have been hired over past two years and are primarily trained to install and support ATT fiber not the older copper services. 

As the second tech did not say the line was bad needing work performed by line tech but stated needed bonded pair for internet 50/10 this would be true if your loop length is between 1800 to 2800 feet. Internet 100/20 as bonded is under 1000 feet of copper and internet 75/20 is from 1000 to 1800 feet of copper.

My final thoughts are internet service has not required contracts since October 2021… prior would have been 12 month contract with $180 early termination fee (ETF) prorated $15 per month, thus cancel after 6 months would be $90 ETF. 

If your a grandfathered account before Oct 2021 not sure if contract would have applied to your older status but new accounts since would not have a contract. 

Again please post screen shot of current stats and if have them the stats before upgrade. Thank you.



EDIT, rereading your initial post you state have had service for (4) years, was all (4) years internet 50/10 or were you upgraded in late 2023? Note techs have a series of tests that have to pass to close their ticket… these tests have nothing to do with packet loss which is passed upon route, hops, final destination, etc… but have to do with service as tested from the VRAD to the gateway and sometimes back to the CO. Even the speed test is to the local ATT server not traveling outside the ATT network. Perhaps ping test to a server and is issue time of day sensitive such as peak usage?

(edited)

12 Messages

4 months ago

It seems that my issues aren't stemming from anything on my property, what's your guys thoughts on this?

Former Employee

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22.4K Messages

4 months ago

https://iplocation.com

12.242.116.28 belongs to ATT

however the biggest latency 216.239.62.1 belongs to Google as does the hop before 216.239.59.67

12 Messages

4 months ago

Thanks for the answer, however packet loss has been my main issue the latency is much less severe. It also doesn't matter who I ping/what I do so I don't think it's a google issue or anything like that.

12 Messages

3 months ago

Here's evidence of the problem coming from ATTs crossbox.

12 Messages

3 months ago

I'm doing research on what it takes to file a complaint/case with the FCC. Apparently people actually get results that way.

12 Messages

3 months ago

Another screenshot from 3:49PM today.

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