For the mom who gives us everything - Mother's Day gifts that connects us.
Need help with your equipment?
aedanbriley's profile

Tutor

 • 

6 Messages

Thursday, August 7th, 2014 6:48 PM

Issue with Speed Tiers - I can get the speed, but have to take the higher priced package

So, I have to vent, and hopefully someone from ATT can see this and help me understand. 

 

I started with the 18Mbps uverse package, and could never get above 12 MBps down, and about 1Mbps up. 

 

I upgraded to the more expensive packge (24M down) and somehow I now always get 21Mbps (so not quite 24, but definitely 18 and up). 

 

My question is - why should I have to pay for the higher priced package to actually get the speed that was advertised at the package I originally had? Obviously, my lines can handle it, but I always get the 'well it says up to 18' - which to me, is bull. If I pay for 18, I never get it. I pay for 24, and I never get that, but definitely pass 18. This is seriously not fair.

 

Is there a more valid explanation to this other than 'we only say you get up to 18' ... which should really be followed by 'so we will only give you 12 of that 18 until you pay for the 24 then we will just give you 21 of that'.

 

ACE - Expert

 • 

35.1K Messages

10 years ago

What speed test did you use?  Does it offer a choice of servers?  Did you try more than one?  Did you use the Search community button before posting?

AT&T normally actually over-provisions U-verse lines now.  You can normally get a little bit more (rather than a bit less) than the rated speed.  However, speed tests work by transferring a known number of bits from a server somewhere to your PC and measuring the amount of clock time that elapses during the transfer.  This means that not only does it measure what AT&T offers you for a price (a connection to their network infrastructure at a given bandwidth), less the utilization for any use you're currently putting it to, but also the performance of the remote server at responding to your request, the network bandwidth (less utilization) between that server and AT&T's network, the performance of your PC in acknowledging packets so that the transfer window doesn't fill up and the latency between the remote server and your PC.  All that is wrapped up in a single number in bits per second.

So, I'd recommend you try testing again using either SpeedTest.NET (and do multiple runs with multiple servers) and also SpeakEasy.Net/speedtest and see what you get from them.

Finally, as I aluded to before, if your line is doing anything while you're speed testing, that will rob that much bandwidth and give an inaccurate measurement of the full capacity (things that use up the upload bandwidth really muck things up). This would include online backup, P2P filesharing, streaming video, etc. etc.    If you use U-verse IPTV, viewing and recording programs may also affect your available bandwidth if you're doing enough streams.  It depends on your communication profile, your HSI tier and your IPTV usage.

 

Tutor

 • 

6 Messages

10 years ago

I have used Speedtest, Speakeasy, Speedof.me, Att Speedtest, Comcast Speedtest, Megapath and even Verizon. 

 

Oddly, verizon always gives me the best (usually hit 22Mbps). 

 

I also used various servers with each of those. I have had the service since May 12. I signed up at 18, and tested ALL of those above. It never went above 12-16. 

 

The day I switched to turbo (two weeks after installation), it consistently gets 17-22, using the same speedtests. As a test, I went back to 18, and to my surprise (sarcasm), I couldn't get above 12-16, and 16 was a stretch. So I am now back to 24, and it goes above 18 consistently. Hmmm

 

My issue isn't that the line has something going on. I turn off all running programs, TV, etc when speedtesting. My issue is that when I pay for 18, I can't get to it, not even once out of MANY times, but the minute I upgrade to a more expensive speed tier, I hit about 19-21, every. single. time. Which is more than 18, so in theory, I should be hitting 18 fairly consistently when on the 18 speed tier. My lines can obviously handle it, and I am only 800 feet from the box.

ACE - Expert

 • 

35.1K Messages

10 years ago

I know that I, and many others, now get several Mbps more than the rated speed on most reputable tests, and (other than the factors listed in my previous reply) I do not know why you would not also. When you call customer service, you may get told that as long as you're getting more than the tier below the one you're contracting for that they've said up-to and there's little they can do.

Given your experience, I am wondering if you're using a computer with poor TCP/IP window parameters or operating over a wireless network that's introducing increased latency?  Are you using Windows 7 or later, and a wired connection?

 

Tutor

 • 

6 Messages

10 years ago

I am running Windows 8. I have no idea what to do about TCP/IP. Tests come out the same as wired or wireless, but I run wireless. I pasted the info from my gateway below if that helps. I am thinking my max attainable (if I am reading) should put me able to get any speed I want in my tiers. 

 

DSL Status

  Downstream Upstream

Line StateUp
Downstream Sync Rate (kbps)32219
Upstream Sync Rate (kbps)5047
Downstream Max Attainable Rate (kbps)72596
Upstream Max Attainable Rate (kbps)12147
ModulationVDSL2
Data PathInterleaved
SN Margin (dB)26.319.7
Line Attenuation (dB)12.68.7
Output Power(dBm)14.5-16.4
Errored Seconds00
Loss of Signal00
Loss of Frame00
FEC Errors053
CRC Errors00

ACE - Expert

 • 

35.1K Messages

10 years ago

Your max attainable means your line will have no trouble handling the matching xxxstream Sync Rate.  The Sync Rate is the maximum bandwidth on your connection to the nearest active device (the VRAD) in the AT&T network, i.e. the signal rate they're configured to use for your account.  (The next hop bandwidth is fiber and humongous).  Your HSI rate is a part of, and cannot exceed, that Sync Rate.  If you have U-verse voice, then that traffic has first priority, but is negligible in impact.  Next comes IPTV, which consumes 6 Mbps per active HD stream or 2 Mbps per active SD stream out of that 32 Mbps.  Whatever is left can be used by HSI, up to your contracted limit and—for quite a few users—just a wee bit more.

Since you have an NVG 589 I cannot suggest that you use UVrealtime to monitor your connection before, during and after a speed test, nor can we look for issues such as signal reflection in your bitloading graph (which is about the only thing I have left that might explain this) .

I do not know of anything that they can do about your situation, but maybe they'll surprise me; you can click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to see if there's anything they can think of. You can expect a reply via return PM (the blue envelope envelope will appear in the upper right hand corner of this site, next to your name and avatar) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with a problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

Tutor

 • 

6 Messages

10 years ago

This has been resolved with the link you posted to the ATT Social Media Team. My modem wasn't provisioned high enough. He re-provisioned it and it now pulls about 21 on the 18 plan, and that is even WHILE running the TV. 

 

Very happy now. 

 

Thank you for directing me to the link. 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.