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jvialet's profile

Contributor

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2 Messages

Thu, Feb 28, 2019 12:06 AM

Internet Speeds Available

I'm interested in getting faster speeds at my building in zip code 92127.  I've gone through customer service about 10 times, but it seems like they really lack the skills required to ever directly answer any questions I have.  

 

My current speed is 18 Mbps down and 1 Mbps up.  With 1 Mbps upload speed, if i upload anything, my download speed halts immediately.  On top of this, my connection is stable only around 80% of the time, and any calls to customer service just have line tests coming up clean, technicians visiting with no idea why my connection is experiencing issues.  I have gone through at least 7 routers in the past 2.5 years of 18 Mbps with NO changes.  

 

However, one lucky day in mid 2018, a technician came in, again unsure why I was having so many issues, and told me that I should be able to get speeds higher than 18 Mbps.  He explained that it depends on the type of wiring in the building, as well as the proximity to whatever all the buildings in my area are connected to.  Let's call it "the box" since I don't know what it's called.  My building fit easily into the parameters he knew.

 

Next, he made a few phone calls, and just like that my building was "green lighted" for higher speeds.  I ended up with the 50 Mbps down and 10 Mbps up plan - it was amazing compared to what I had been using before.  Mainly because I could upload data without my download speed being affected.  I also had a total of 0 interruptions for the 3 months I lived in that builiding.  Compare that to the guaranteed outages 2x a day that I dealt with before that, and unfortunately now again.

 

I moved to another building in December of 2018.  10 steps away, same apartment complex, same street.  So then my speed was kicked back down to 18 Mbps, and in my mind I'd just let customer service know about what happened and they could "green light" me and I'd be on my way, free to not worry about my connection speeds holding up.  But I was very wrong.  For some reason, the agents tried to answer my questions by repeating to me what I said to them.  It's very frustrating.

 

After trying customer service by phone and by internet chat, I was eventually assured by supervisors on January 10th that Fiber (way more than I even want) would be coming to my area in ONE MONTH.  I even have saved chat logs of two different conversations with customer service supervisors assuring me that Fiber would be installed in 92127 by certain dates this and last month.  However today, they told me that was not happening, and that I should just wait for a text, and they can't give any more information.  I.e. stop bothering them, I'll get it when I get it.  I first would like to ask, how is that even a little bit okay?  I explained to them that I was counting on this for my job, and they still were comfortable to assure me of these dates.

 

I'm hoping that by coming here instead, my story can be read, understood properly, and addressed.  Seeing as how I've already seen that 50/10 is possible for me, I'll be happy to just have that back.

browndk26

ACE - Professor

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4.9K Messages

4 years ago

Telephone support has no idea where and when fiber will be installed or turned. Only area managers and engineers know that. And they don’t share it. 

 

Go go online to the check availability website and put in multiple apartment units around you to see what speeds are avaiable. If you see 50/10 avaiable, contact att via phone support, ask for retentions. Tell them your story and see if they’ll help you. 

Contributor

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2 Messages

4 years ago

Thank you, I searched, and the website shows more options than I'm being shown on ATT website.  However, I'm more interested in the 50/10 issue I had.  I just checked on the ATT website, and it shows that the building next to me - 11239 Paseo Montanoso has Internet 50 available, while my building 11243 Paseo Montanoso only has Internet 18.  Is there any way to contact anyone about this?  My technician had to call someone to point out that 11239 was already able to have Internet 50 - I think it will be just as easy for 11243 since they are so close.

browndk26

ACE - Professor

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4.9K Messages

4 years ago

Call customer service and ask for retentions.

 

You could send a message on Twitter to @ATTCares. Don’t expect much help there but you can try. 

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