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1_Unhappy_Cust's profile

Contributor

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2 Messages

Monday, August 10th, 2015 4:11 AM

Poor Uverse service

I am confused by what I heard tonight on my internet speed while talking with support.  I currently am paying for 45 MB connection.  I am currently getting 34 MB on my connection.  I was told that is "acceptable".  Really?!  If I pay $10.00 is that acceptable?  I was sold a 45 MB connection as a upgrade to my 24 MB connections.  Right now I am closer to the 24 MB speed than the 45 MB speed for which I am spending more money.  I don't feel that is acceptable anyway, shape of form.  I think if a 34 MB connection is acceptable then AT&T should except a lower monthly payment for a lower quality connection!!!

 

Why is it a company feels they can charge me more money for poor service?  When my contract is up in May I will be switching to Comcast.  At least they can give a 50 MB connection.  At least is a acceptable risk to me.  If you want to search my call, here is how you can search it.

 

I called in at 11:50 PM eastern time 8-10-2015

My internet speed when tested came up as 34 MB

I paid for a 45 MB connection

 

Now its your move.  How are you going to make this situation correct or am I an acceptable loss as a customer?

 

I should remind you, I did get rid of the AT&T UVerse cable service due to a higher than normal price for poor service.  I won't hesitate to do the same for the internet service.  I, like many others, are ditching cable for free air service and cheep internet moving options (ie Sling).  Its working out great.  Comcast may be another good move for me!!

mibrnsurg

Expert

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20.4K Messages

7 years ago

@1_Unhappy_Cust   What do you get when plugged into the RG?  ATT will not guarantee any wireless speeds.

 

Speeds of 24.1M-45M are proper for your speed range under the TOS.

 

On my 12/1.5 M Internet, I continually get 15.35/2.00 M, I'm 400' from the VRAD.  Distance makes a difference. Smiley Surprised

 

Chris
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JefferMC

ACE - Expert

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31K Messages

7 years ago

@1_Unhappy_Cust, first you should realize that this is a peer to peer forum for AT&T U-verse customers.  While AT&T employees do monitor posts here, there's little they can do without contact information which cannot be provided in a public post.  If you want to contact them, call or use the Private Message facility.  You can try this: AT&T logoU-verse Customer Service link

 

Second, AT&T does consider it okay as long as you are above the lower tier.  However, they will normally work to get you to the higher tier; they really don't want unhappy customers.

 

Third, you didn't say whether you were experiencing this speed via wired or wireless, or how you are measuring your speed, etc.  Can you share some details?

 

Contributor

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2 Messages

7 years ago

To start with, this was a wired connection with the PC directly connected to the modem.

 

Second, if the speed is closer to the lower tier then the tier I am paying for then, I as a customer, do find it unacceptable.  I specifically paid for a faster service that I'm not getting.

 

I wasn't offered to have someone look at the issue.  

 

I understand the "range" they offer but if I pay for a 54mb connection I should get it most of the time.  I don't.  Don't offer a speed and charge me for that speed if you typically can't give me the speed.  I find this offensive and dishonest as a customer.  If I get "close" to the amount I owe each month, does AT&T say its "close enough" or do they expect the exact payment?

 

Tonight, I just ran the internet speed test (from several sites) and I am averaging 27MB?  Acceptable?  Now, I need to call back AGAIN for an issue that was already reported but told it was acceptable.  Come on!  Really?  Right now I'm getting closer to the 24MB band instead of the higher speed I'm paying for.  Extremly poor service AGAIN!!

 

I will be reporting the same issue AGAIN to the Customer Service link!!  So two customer contacts for the same issue on two different nights.  Wouldn't it be easier to fix the issue the first time?  I think AT&T should put guarentees into their prices.  If they can't deliver I feel they should pay me or have a penalty.  Its only fair.

Community Support

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6.7K Messages

7 years ago

Hi @1_Unhappy_Cust,

 

We have received your message and look forward to working with you on this issue.

 

-ATTU-verseCare

Tutor

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12 Messages

7 years ago

although this is an old post,

i am interested in knowing HOW AT&T can offer 45megbit service.

my u-verse service  is two copper circuits to a curb node that might be fiber 3-5 thousand feet up the street.

 

oh, by the way i am charged $47 for this 18megbit which is no better than the DSL service i use to get for $14.95 twenty years ago.  I would just tether my cell phone but unfortunately it uses a microcell and my internet other wise I have to go out of my house to make a phone call

 

 

JefferMC

ACE - Expert

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31K Messages

7 years ago


@parmstrong wrote:

although this is an old post,

i am interested in knowing HOW AT&T can offer 45megbit service.

my u-verse service  is two copper circuits to a curb node that might be fiber 3-5 thousand feet up the street.

 

oh, by the way i am charged $47 for this 18megbit which is no better than the DSL service i use to get for $14.95 twenty years ago.  I would just tether my cell phone but unfortunately it uses a microcell and my internet other wise I have to go out of my house to make a phone call

 

 


18 Mbps service is a lot better than DSL of nearly 20 years ago (which would have maxed out at less than a 10th of 18 Mbps).

 

To be a 45 Mbps subscriber you would need to be within no more than 2300' of the neighborhood VRAD and, depending on your lines and the cards in the VRAD, may need two pair instead of one.

 

 

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