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hgschmie
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Tutor

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9 Messages

Mon, Dec 7, 2020 11:53 PM

Expected DSL rate for 100/20 service with two bonded pairs

Hi,

just had a technician here because our DSL only shows ~ 82 MBit downstream even though it is the 100/20 service. The modem reports:

DSL Status

  Line 1 Line 2
Line State Up Up
Downstream Sync Rate (kbps) 38652 44090
Upstream Sync Rate (kbps) 11749 10262
Downstream Max Attainable Rate (kbps) 76248 89878
Upstream Max Attainable Rate (kbps) 22126 19020
Modulation VDSL2 VDSL2
Data Path Interleaved Interleaved

so if I read this right, then the modem has plenty of headroom to achieve 100 mbit downstream. But it does not. It is locked on 38.6 for one pair and 44 for the other. It is always these two exact numbers. 

The technician claims "everything is as it should be and there is nothing they can do". 

We had the 75/20 service before and it had pretty much the same bandwidth. We may be getting ~5 MBits more than we got from the 75/20 service. But of course we are now paying more money.

I simply can not shake the suspicion that the service is not provisioned correctly. But of course I was unable to get anyone to listen to this or even look at the provisioning profile. Let alone reprovision the service just in case it is setup wrong. 

Anyone has an idea what to do next? I do not want to go through the "technical support hot line" again (their usual question is "oh, you have not activated your Wifi. That is the problem"). They barely understand the terms "broadband" or "DSL" let alone what I am asking or talking about.


The technician suggested going back to the 75 MBit tier. :-( 

my thoughts

Employee

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18.5K Messages

1 y ago

Max sync is 166/41 with profile of 82/22... this is internet 75/20,

Internet 100/20 would have a profile around 110/22 or 55/11 per line if evenly balanced.

Your upgrade has either never been tech released, was a tech dispatched for the upgrade?

Or the order is stuck in the system requiring a tier 2 support to push the order thru.... tier 2 support is Uverse tech chat support requires the tech to chat not you. Tech needs to be dispatched, by calling 800.288.2020 to schedule an appointment for resolution.

hgschmie

Tutor

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9 Messages

1 y ago

Hey, thank you! This is what I suspected. There was no tech here when they "upgraded" from 75/20 to 100/20 (I did it through the chat, they said it will happen overnight automatically).  There was a technician here today and claimed "all is ok". That is what prompted me to ask here.

So I guess that I will need to play the tech support hotline game again. Are there any key words or information that I can use to get to a tier 2 tech support technician? 

my thoughts

Employee

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18.5K Messages

1 y ago

no... however unplugging the green data cable from back of gateway reporting red broadbands should get a tech dispatch for no service.

After appointment is scheduled can reconnect the data cable. 

Once tech is onsite, can explain your issue...

As order was supposed to be processed overnight means either did not happen or is stuck in the system.

hgschmie

Tutor

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9 Messages

1 y ago

I tried explaining it to the tech that was auto-dispatched by the AT&T troubleshooting system (There is a "run test" button on the web site and it came out with "Uh, oh, you have a problem and we need to send a tech"). The tech showed up, measured the pairs from me to the box down the street. He came back said "everything is as it should be, it is probably because you are almost 2000 ft away from the box". I said "but the pairs are locked into 38 and 44, which is 82M and that is the same profile we had with 75/20". His answer was "there is nothing I can do". 

Thank you for all your help. I will take on AT&T hotline first, then we will see.

my thoughts

Employee

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18.5K Messages

1 y ago

IF your loop distance is 2000 feet, internet 100 will not be an option....

Need to be under 1000 feet, bonded pair (you are), on a K or N card (you are as upload is reported, not reported on F cards).

While your max sync indicates your line could support the higher speed, your loop distance would not allow it. From 1000 feet to about 1800 feet would be internet 75 bonded, from 1800 feet to 2900 feet would be internet 50 bonded, anything over 2900 feet should be internet 25.

However have seen exceptions made such as maybe providing internet 100 at 1250 feet but not at around 2000 feet. Your lines are exceptional to have that sync at that distance... but they might not stay exceptional, the loop lengths are you standard line performances not exceptional.

What are the other stats, such as loop attentuation and signal noise margins?

FTTN is VDSL2 provided on either 8d or 17a protocol

Notice how quickly the bandwidth (speed to be offered) drop off at shorter distances. 

vdsl distance chart - The future

hgschmie

Tutor

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9 Messages

1 y ago

I am basically going by the words that the tech told me (I have not measured my line length :-) ). AT&T is selling it to me, so I guess it is possible. 

Downstream Upstream Downstream Upstream
SN Margin (dB) 17.1 12.6 18.1 12.2
Line Attenuation (dB) 33.9 35.1 29.0 31.6
Output Power(dBm) 14.5 0.7 14.5 -5.2
Errored Seconds 0 0 0 0
Loss of Signal 0 0 0 0
Loss of Frame 0 0 0 0
FEC Errors 0 62 0 2798
CRC Errors 0 0 0 0

(The FEC errors are probably a remnant when they were testing the line, I have not reset the modem since then).

New Member

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2 Messages

1 y ago

I Am Getting the Same Issue Thank For the Best Solution

hgschmie

Tutor

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9 Messages

1 y ago

So, I called the 800.288.2020 and to my very very pleasant surprise I talked to a gentleman who was extremely competent, knew exactly where to look and what the problem was. My faith in mankind is restored.

However, he ran some tests and then told me that the system said "profile is not supported". He explained that this means that the line length is too long and they should have never offered me that service in the first place. He apologized and then, 

as I paid the same for the 75/20 as for the 100/20 service, he explained that he changed the service back to 75/20 in the system.

and then this happened:

DSL Status

  Line 1 Line 2
Line State Up Up
Downstream Sync Rate (kbps) 49891 57097
Upstream Sync Rate (kbps) 11773 10229
Downstream Max Attainable Rate (kbps) 76591 89004
Upstream Max Attainable Rate (kbps) 21943 18688
Modulation VDSL2 VDSL2
Data Path Interleaved Interleaved
  Downstream Upstream Downstream Upstream
SN Margin (dB) 13.1 12.6 13.8 12.4
Line Attenuation (dB) 34.0 35.4 29.2 31.8
Output Power(dBm) 14.5 0.8 14.5 -5.3
Errored Seconds 0 0 0 0
Loss of Signal 0 0 0 0
Loss of Frame 0 0 0 0
FEC Errors 0 0 0 0
CRC Errors 0 0 0 0

Aggregated Information

Bonded Downstream Rate 106988
Bonded Upstream Rate 22002

We were both pretty stumped. There is seems no logical explanation why downgrading to 75/20 in the order system (at that point my broadband service disconnected, DSL turning red, then flashing for a few minutes), actually *upgraded* the profile to the 100/20. 

Anyway, it turns out that my lines seem to support the service (speed test looks good and I don't see errors) and we agreed to "not touch anything for now". I also took screen shots to prove that the service works.

That is a better resolution that I was hoping for. 

my thoughts

Employee

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18.5K Messages

1 y ago

Your experience suggests the "upgrade" order was stuck in the system, never flowed, order not released....

The downgrade pushed the upgrade order thru.

On profile changes the gateway needs to be reboot to sync to the new order.

at that point my broadband service disconnected, DSL turning red, then flashing for a few minutes

Glad things worked out..., if you check your immediate neighbors addresses what do they qualify for? Yours should be similar...

edit... your new profile is 107/22 not the 110/22 I had mentioned earlier... lines slightly unbalanced but within margins. Balanced should be around 53.5/11 yours are 49.9/11.8 and 57.1/10.3

If you ever have another tech visit, ask the tech do perform a port bounce to see if lines will balance closer... although your +-3.6/+-.7 from being even, definitely within acceptable 10% of expected. 

(edited)

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