MMC2ELGIN's profile

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33 Messages

Monday, January 1st, 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.

ACE - Guru

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986 Messages

6 years 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.

Mentor

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33 Messages

6 years ago

Whats an "OP"?

Mentor

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33 Messages

6 years 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.

ACE - Guru

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986 Messages

6 years ago

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

Mentor

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33 Messages

6 years 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.

ACE - Guru

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986 Messages

6 years 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.

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33 Messages

6 years 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.

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33 Messages

6 years 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.

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33 Messages

6 years 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.

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33 Messages

6 years 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.

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