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New Member

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1 Message

Fri, Sep 17, 2021 2:05 PM

Criminally low Internet Speeds

I have a 24Mbs plan from ATT running speed tests varies from 2Mbs to 5Mbs with all the devices connected but one turned off. We switched to DirecTV Stream from Uverse and now you know when the internet is going out as the TV picture starts pixelating. Trying to get ahold of AT&T is a waste not enough customer service. Is there a lawyer out there that wants to take on a (Edited per community guidelines) (Edited per community guidelines)?

Constructive

Employee

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23.7K Messages

1 m ago

read your terms of service your limited to binding arbitration. suggest you seek out other providers if you arent getting the speeds you need.

Juniper

ACE - Expert

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28.9K Messages

1 m ago

Speed is an up to/max speed. Averaging 2-5Mbps on a max of 24Mbps is not good, but certainly not criminal. As long as you get more than the next lower plan (if one is available), then you are technically getting what you pay for.

Have you done any troubleshooting at all? That must be done first before doing anything. The community could help give guidance, otherwise you must contact official support.

New Member

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1 Message

1 m ago

For DirecTV Stream, the recommendation used to be at least 8Mbps. 

How many devices do you have connected to the internet? Either wired or wireless? I mean connected, not just currently used. Things like Alexa, smartphones, tablets, etc... everything is in standby mode and constantly looking for updates, checking location, etc. 

You can also use the Smart Home Manager app and check how many devices are connected and how much bandwidth they are using, restrict some for several hours. Just need to log in with your User ID and PW as for the account. 

If it's just a few devices hooked up to wifi and it's not working, might be wifi interference, agents can run a so-called: Wifi channel scan to avoid it. 

Additionally, the distance and walls in between would play a role so might need an extender if the distance would be around 30-40ft with multiple walls,... $7/month lease from ATT, or you can buy one in any store and call customer support to set it up. Or consider a wired connection.

Not sure how much a lawyer will help since the legal terms for the internet in the contract used to include something like:

"We do not guarantee that AT&T service will meet your requirements, be of a particular quality or speed, or will be interrupted, accurate, secure, maintained, and kept free from viruses or other harmful components"    ...So maybe check first 

(edited)

Juniper

ACE - Expert

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28.9K Messages

1 m ago

If possible, use a wired connection as is more reliable than wireless per nature of the technology. At least run any tests on wired so you can see if it is internet itself (or the Gateway) that is the problem or if you are getting a bad WiFi connection. Certainly try running that test with only one device connect (not simply powered off/standby) for most accurate result on the status.

But I agree, leave Lawyer and criminal accusations where the should be. There is no obligation or such that entitles you to great internet, or internet at all. Internet is a convenient entertainment service, not a requirement of life. That said, with the increased use since the pandemic for home use (work, school, staying at home more on free time, etc.) I do hope the various ISPs and government are taking a hard look at the infrastructure nationwide. We need to reach more and bring up the base line (officially acknowledged broadband is currently 25Mbps), instead of the entitled few getting pushed from 800Mbps to 1Gbps.

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