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DennisHauck's profile

Contributor

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2 Messages

Sun, Mar 8, 2015 2:10 AM

Not Happy with ATT DSL service or lack of

I have ATT DSL and have had for a long time. I live 1.1 miles from the nearest main line and have had the basic DSL service for a long time. Recently I recieved an email from ATT offering a speed upgrade so I jumped at the chance.

 

I had a phone line added a few years ago and for years had a seperate ATT DSL and ATT home phone bill. So I called to get my DSL upgraded and the salesperson advised me that the 3mb package was available to me but I had to combine my phone/dsl bills. I told her that was fine and so far everything seemed ok.

 

Fast forward a few days. My DSL goes out. Called tech support and hours later on the phone its determined that they needed to send a tech to my home. Fine.

 

Appointment day arrived. Tech fails to show up after I took off work early 😞 They advise tech will be out the following day. I begin to suspect that the DSL and Phone lines were on seperate hard lines since I had DSL BEFORE I had a phone line.

 

Next day. Tech is nowhere to be seen at 1145am when the appointment window was 8-noon. I call. POOF tech shows up at 1210pm. I explain my problem and suspicions to the tech as he is opening the box and he confirms that the reason I had no DSL was because it was on a line seperate from the phone line.

 

The tech checks the line and says that it is capable of 3.8mb at the box. He checks it inside (I have a homerun line for the DSL) and says it is at 3.6mb inside at the modem. Internet is back up but limited to 1.5meg. I check the Netgear stats and confirm that ATT is limiting the gateway to 1536kbps.

 

Back on the phone with tech support who transferes me to sales who says now that 1.5mb is the max allowed for my address. I explain the 3.8/3.6mb speed tests by the tech and they say they will have to look into it. I also explain to them that I have a neighbor who had Uverse.

 

So My question now that the history is out there. WHY hasnt anyone called me back. AND why can't ATT just turn on the faster speed. I really don't care if my address isnt in the correct database somewhere. The line is capable. The tech checked it. A neighbor has it. I would like an answer that doesnt involve "It's just not in our computer sir".

 

 

ms_unicorn

Former Employee

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4.9K Messages

7 y ago

Hello, DennisHauck!

 

Thanks for posting. I'm sorry to hear about your recent experience ordering faster internet speeds. We would appreciate the opportunity to look into this for you, so please click here to send us a private message with your contact information, the best time to reach you, and a brief summary of the issue.

 

You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen. In the meantime, feel free to message me with any other questions or concerns.

 

-Mariana

Contributor

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2 Messages

7 y ago

I tried to send an email through the link provided and it would not send. Please email me or post a number I can call.

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