MMC2ELGIN's profile
MMC2ELGIN
#1 Star!
Supersonic 25!
10th stratosphere!

Mentor

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33 Messages

Mon, Jan 1, 2018 1:02 AM

Service still slow after tech installed new router/modem, Legacy ?

Dec. 15 our DSL Broadband Service became very slow and kept disconnecting. Resetting provided only temporary improvement. Contacting Customer Service has been time consuming and fruitless effort. At this time I have invested at least 10 hours in just talking to your Customer Service Phone and Chat Representatives. First Service Tech came out 17th of December and replaced the underground line which helped the disconnecting issue, but speed was still very slow. Second tech came out on Friday 29th of December and replaced the Gateway 7550 Modem/Router, but speed is still too slow to load even AT&T's own web page in less than 15 minutes. Second Service Tech had suggested upgrading service, but investigation says we have the best you will provide in our area. Im now getting a message on my iPad that this Brand New equipment installed by Tech on Friday is a "Legacy Router" and too suboptimal to work. Customer Service said they would send someone today, but no one ever came or even called to reschedule. Its now December 31st and Im tired of being bounced between customer service agents, and being asked to perform the same tests over and over or asked if Im intrested in switching to Directv. If you werent my only choice for broadband DSL in my area I would have fired you and started a new service with someone else.

RhodesMan

ACE - Guru

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934 Messages

4 y ago

Have you tested the speed using a direct Ethernet connection to the router?

If it gives the speed that you expect then we need to look at what's wrong with the wifi.

You could also send a PM to @ATTU-verseCare with your account number and a copy of your OP for them to escalate for you.

MMC2ELGIN

Mentor

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33 Messages

4 y ago

Whats an "OP"?

MMC2ELGIN

Mentor

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33 Messages

4 y ago

This is NOT a U-verse service account. We have DSL Broadband (The kind that comes through the Telephone landline). I believe U-verse is cable.

RhodesMan

ACE - Guru

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934 Messages

4 y ago

Your original post at the top of this page that explains the problem and steps that you have taken to correct it.

MMC2ELGIN

Mentor

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33 Messages

4 y ago

Weve now uninstalled the "New" Gateway Router/Modem the AT&T Service Tech installed and reinstalled the old one. At least "Legacy" router error message is gone now from iPad. 

Brother-  Weve tested with ethernet connected directly to computer several times, weve tested Wi-Fi strength and it shows excellent. Service Tech said line is clear and shows plenty of bandwidth. At this point I do not believe the slow speed issue is with the equipment or the phone line located on our property. I need a proffessional from AT&T with the proper equipment and knowledge to address this problem. This is way beyond my technical capabilitys and performing the same homeowner tests over and over with the same results is not fixing anything, just wasting more time and causing more frustration and dissatisfaction with AT&T.

Normal Service is 768Kbps (.768MBPS) DL and 384Kbps (.384Mbps) UL, yes its wimpy but thats all you offer to us rural internet orphans.

Speeds mostly have been hovering toward worst end of performance range since December 15th.

Test results- DL .01 - .65Mbps, UL .01 - .36Mbps, Ping varies from 13 - 859 ms, latency is showing packet loss of 30-100% with all of this loss is occuring when bouncing between remote address locations. Time of day makes no difference and have seen nothing emf going on in our household having an effect in any way.

All Ive asked for is for things to return to pre December 15 status.

RhodesMan

ACE - Guru

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934 Messages

4 y ago


@MMC2ELGIN wrote:

This is NOT a U-verse service account. We have DSL Broadband (The kind that comes through the Telephone landline). I believe U-verse is cable.


AT&T Uverse High Speed Internet is technically a DSL connection. I would still message the address I sent you above. Even if it's the wrong department they will forward for you.

MMC2ELGIN

Mentor

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33 Messages

4 y ago

Can you give me a link? I keep going in circles, and it takes so long for pages to load that I think Im about to lose my mind.
MMC2ELGIN

Mentor

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33 Messages

4 y ago

It may be slowest plan, but it is also the ONLY DSL Service Plan AT&T offers in my rural area. Yes, someday AT&T may offer Fixed internet in my area. After 20+ years as a loyal customer Im ready to quit.
MMC2ELGIN

Mentor

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33 Messages

4 y ago

I think I found the problem. Im a "Legacy plan" holder. I didnt know what that was or how it would affect me. To the uninformed I have an old grandfathered service plan without data caps. AT&T is trying to force me to give up that old plan and sign up for a limited data in exchange for data speed.

MMC2ELGIN

Mentor

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33 Messages

4 y ago

Its January 8th and we are still in the same situation with download speeds below what even AT&T's stated levels are for our "Expected" basic DSL service plan. Yes, Ive tested everything and done all the things listed on the AT&T Fix it yourself page to improve our internet speeds. Theres always the possibility that there is more demand on AT&T's system than they can provide, but this seems unfathomable since the holidays are over now and no matter what time of day it is, the speed is still sloth like. I am not an internet engineer so I am at AT&T's mercy when it comes to these things.

During the past week there were 2 follow up service tech appointments set up, but both ended up being no shows. I attempted to PM a "Customer Care" reprensentative in hopes of escallating attention to our plight, but so far there has been no response back.

bloomin

Scholar

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258 Messages

4 y ago

@MMC2ELGIN

 

When the service seems at its worst could you please post your modem statistics here?

There are items that depending on the numbers could help identify your issue. I too am on a legacy 

tier same one as you 768/128k ADSL and I've noticed LATELY that the service seems to be having latency issues too.

I'm in the Southeast Bell South legacy area. I'm wondering if this is a peering issue and NOT a equipment issue, but I'm not sure of that...the latency you mention with your service indicates equipment issues. Stats page will look similar to this. 

 

Line StateUp
ModulationDMT
Data PathFast
 
 To ModemTo Internet
Data Rate (kbps)768128
SNR Margin (dB)30.016.0
Line Attenuation (dB)13.58.0
Output power (dBm)0.00.8
Loss of signal00
Loss of frame00
CRC Errors06
MMC2ELGIN

Mentor

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33 Messages

4 y ago

DSL Information
Line State Up
Modulation ADSL_G.dmt
Data Path FAST

To Gateway To Internet
Max Allowed Speed (kbps) 768 384
SN Margin (dB) 41.6 14.0
Line Attenuation (dB) 9.0 2.5
Loss of Signal 2 1
Loss of Frame 0 0
CRC Errors 103 0

Rebooted Gateway for the umpteenth time this afternoon, it worked O.K. for a little while.This is a snap shot of when it stalled loading an eBay page 01/08/2018 11:00pm.

Latency errors, Packet Loss-high or 100% blocked,High Jitter (Triple digits),High Ping (Triple digits)along with very low Upload/Download speeds (.1 Mbps/.01 Mbps) are typically whats recording in the speed tests when things are at their worst, assuming they will run at all.

Messages I frequently see- No Server Available, No Secure Server Available,Netgear could not connect to your Broadband Service etc. Blank webpages that may or may not eventually load...

bloomin

Scholar

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258 Messages

4 y ago

@MMC2ELGIN

 

The loss of signal seems to show a problem especially since you say you have rebooted multiple times during the day, 

it's pretty clear to me that there is an issue! 

 

If you  could if you can open the NID (the customer portion of your NID) and find the test jack run the modem input ethernet

cord to that test jack instead of at your wall jack...then reconnect and try using the internet again. Also post the stats....if there is NO change AT&T has line and or other issues and THEY will need to fix it.  We need to rule out the inside lines first, if they are the issue you will need to fix those yourself or pay AT&T to do so. But I am leaning towards this being an AT&T equipment issue.  Please follow up...thanks! The first tech may have fixed one problem, the line to the ped or pole but the lines beyond that might have issues as well, it could also be issues where you are connected to the DSLAM

possibly loose wires, or faulty shelf data cards, ect....they need to send out an experienced line or network tech to solve the issue most likely....

MMC2ELGIN

Mentor

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33 Messages

4 y ago

Ive been paying AT&T for a home service repair plan for over 20yrs, so they are also responsible for repairing or even completely rewiring the phone lines inside of our house. The problem is getting a service tech to even listen. Theyve been told about the test results and the response is they either change the subject or act like I havent said anything. This indicates to me that (1) They dont put any value on the tests, (2) They dont know what to do with the information or (3) This is going to require more effort or money to fix than they want to invest.

From what I can tell we have 2 AT&T repair techs for Bastrop County, and both have been here on seperate occasions. The question is... Even if I buy a a cable to bypass the inside wiring and regardless of results, how do I get them to do anything ? The last 2 appointments we had set up with them resulted in our staying home all day and no one showed up or even called to let us know they couldnt make it !!!

 

bloomin

Scholar

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258 Messages

4 y ago

@MMC2ELGIN

 

I sent you a private message....look up to the upper right hand corner of the page and click on the envelope

you will find it there. Let me know if you received it. Thanks. 

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