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Teacher

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9 Messages

Fri, Mar 18, 2016 3:13 AM

AT&T Tech Says I Need A New Modem for Faster Speed... Do I?

Hello all. First post here 🙂

So after years of a max of 3Mbps service in my area, today I received an email that now -Max Plus 18Mbps was available. I placed an order... and immediately lost all internet on my NVG510 modem.

 

I called tech support and the very nice woman there tried stepping me back down to "Elite 6Mbps". It worked and internet returned. She then tried 18Mbps and then 12Mbps and each time the service went dead again.

 

She said that I "might" need a new modem in order to get the 12Mbps and 18Mbps speed, but she wasn't sure. So I just left on the 6Mbps plan (even though I only actually get a very slow actual 3.5Mbps)

 

I tried contacting tech support later via online chat and was *assured* by a tech support guy that a new NVG589 or NVG599 "modem replacement will fix this for sure"(his words)

I pay no monthly fee for my old NVG510 since it was under AT&T's old terms. But if I try the new NVG589 or NVG599, I will be required to pay the new $7/month equipment fee.

So since you all seem much more knowledgeable than both tech support people I talked to - Does that sound correct?

Will the new modem allow me to get the 12Mbps - 18Mbps speeds?

For obvious reasons, I don't want to be stuck for a monthly equipment fee on a new modem that doesn't allow me to get any faster speed.

Teacher

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9 Messages

7 years ago


 

If you have a 510 gateway, this is ADSL2+, I would not expect you to be able to go up that high unless you are very close to the CO. As your SN needs to be above 6, your loop distance currently is support only Elite.

 

Now things that can affect SN is quality of wiring.... I suspect you were a self install using old telephone wiring, do not have a dedicated cat5 home run, and likely a long loop.

 

I would expect if conditions have changed to allow a faster speed, especially going from 3 best (you did say previously 3 was best, correct?) To 18 that you will be moved to a VRAD shorting your loop length. This is done by a tech, also if not currently cat5 home run, this should be done and is a $99 install fee or repair (wiring) depending on how they sent the tech out.

 

And yes the company is now preferring using the newer available gateways on higher speeds so the equipment upgrade will result in $7 per month fee.

 

To recap, take the Elite for $5 more per month and be happy OR

Move to Max Plus for $15 plus $7 EF total $22 more plus a potential $99 tech fee to handle inside wiring if needed.

 

Bottom line sooner or later the 510 will be replaced incurring the fee unless you cancel your service before then.


Thanks for the reply. Actually, I do have a Cat5 homerun. I installed this myself a long time ago when I first ran the line to the room where the modem is placed. So that won't be needed.

Are you saying that I will need both a new modem and some other change that will require a tech to make an adjustment somewhere along the switch? Or just the new modem?

The full situation(if it helps) is this- AT&T recently laid cable in my area. I assume fiber. Now about 6 weeks later, I just got an email today that the faster speeds are available. So I'm guessing maybe this is VDSL or some newer technology?

However, when I went to sign up, the site did not say that I needed a new modem for the new speed. However, as I mentioned, after sign-up, no service and support had to bump me back down to get any connection.


browndk26

ACE - Professor

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4.9K Messages

7 years ago

Send a message to the @ATTCares group on Twitter. They can help you so much more than tier1. Include your account number and issue.

Teacher

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9 Messages

7 years ago

First off, I very much appreciate you taking the time to offer your advice and expertise on this!


@my thoughts wrote:

 
If your CO fed, which I suspect you are an install ticket will need to be created to move your wiring (jumper) from CO to local connection. This could be done as a CSI (customer self install) at no charge instead of a FTI (full tech install) $99 but traditional any speeds over Max 12 were FTI. Thus I would expect tech install for NID update, branded jack if VDSL, verify sync... The gateway is provided by tech on a FTI while shipped to you on a CSI.


You're speaking a few levels above my pay grade here Smiley Wink . I have no idea if I'm CO fed. I live in a rural area, and I would assume I'm a long way from the switch. I was on basic 1.5Mbps DSL until 2013. Then got bumped up to Uverse "Pro 3Mbps" adsl2+ a couple of years ago. This did require an FTI with new inside jack installed, some work done at the NID, etc.

Bear with me as my understanding of this stuff is rudimentary at best 🙂 - but is it possible that the update they did back when I got 3Mbps service to the NID and inside jack would be enough to support the VDSL? Or would completely different changes need to be made for VDSL service?



@my thoughts wrote:

 

Having said all that, can the 510 with (4) 10/100 Ethernet ports and 2.4 b/g/n wireless support the MAX PLUS 18.... YES, provided kept on an ADSL2+ circuit. If moved to VDSL you would need either 5031, 589, 599 or 5268.   If moving to VDSL then no way to avoid the monthly equipment fee, the gateway will need to be replaced (upgraded).

 

Remember, when talking or chatting with tier 1 support, script readers with flow chart software...


The modem that was suggested to me by tech support was indeed the 589 or 599. So I assume this means that the new higher speeds are VDSL?

 

Even though the tech support person assured me that the 589 or 599 would "fix the problem". He didn't mention anything about a FTI, and for whatever reason seemed to think I could just "plug in the modem and go". So, he was incorrect about this?

 


@my thoughts wrote:
Again, all this has potential to cost.... If not willing to invest time (4 hour appointment window) or finances (inside home issues) then what is the expectation at what cost... Faster speeds will cost more, gateway will cost more.

Other than the possibility that I need a new inside jack, I can't imagine that I have any inside home issues. As I mentioned previously, I have a homerun of Cat5 from the outside box to the modem jack. I'm definitely willing to invest the time and finances. Just trying to make sure I'm not wasting the time and finances before I start 🙂 .

Thanks again for your help!

Teacher

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9 Messages

7 years ago


@browndk26 wrote:
@Send a message to the @ATTHelp group on Twitter. They can help you so much more than tier1. Include your account number and issue.

@I just tried DMing @ATTHelp. Thanks for the suggestion. I'm really hoping they can offer better advice than Tier 1's "maybe this will fix it" approach Smiley Happy

Teacher

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9 Messages

7 years ago

So this all ended up being pretty much a ***

Contacted @ATTcares , who sent out a tech for an install. Tech discovers that NONE of the faster speeds showing as "available" for my address are actually available after all. Even though the fiber has been run for this area, apparently it's not capable of being "hooked up" to.

Worst of all, the work order stated that a new modem would be provided, so $7/month equipment fee was added. Problem is I didn't need or GET a new modem. I still have my same old NVG510. I requested that the tech leave it. After all, if I couldn't get faster service anyway, why pay the fee? But I guess the tech "forgot" to note this on the service ticket.

So now, I have no faster service, and I'm fighting to get a $7/month equipment fee removed from my bill.

So the net result of this adventure was same old speed and same old NVG510 modem that I paid AT&T for years ago, but now they added a $7/month equipment fee for no reason. NOT HAPPY AT&T

 

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