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Tutor

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7 Messages

Fri, Mar 8, 2019 6:03 AM

Upload speed slow

Last month my AT&T Internet service was upgraded to Internet 75.  Prior to the upgrade, download speed averaged 55 Mbps, and upload speed averaged 12 Mbps.  Since the upgrade, download speed averages 80 Mbps, and upload speed averages 7 Mbps.  I was told the upload speed would be 20 Mbps.  I have tested the speed using a wired network connection as well as by running the speed test within the 5268AC gateway menu itself.  From the values on the Broadband Status page in the gateway, it looks like my account may be configured for too low an upload speed rather than any issues with my connection.  How can we get this corrected?

Responses

Brand User
ATTHelp

Community Support

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123.9K Messages

a year ago

Hi There @ahurst115

We understand you're uploading very slowing.  We can try to see what is the matter.  

 

The first thing that we want to do is try to to clear out the traffic from the router. 

 

You can do that by restarting our rebooting the router. 

Please follow these steps:

  1. Unplug the router from the power for about 30 seconds to a full minute.
  2. Replug the router back in to the power an wait until all the lights come back on the router and are at least stable that you can get online. 
  3. Do a speed test at this site wired:AT&T Speed Test

Please send us a screen shot of the test results, if the upload speed is still slow, in your next reply.

 

Matthew, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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7 Messages

a year ago

I followed the instructions and unplugged power from the router for over 30 seconds, then plugged it back in and waited for all the lights to go green and the internet connection to be up again.

I then ran a wired speed test using the link provided.  The upload speed is still slow.

 

speed2.JPG

my thoughts

Employee

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15.5K Messages

a year ago

There are two 75vspeed tiers, 75/8 and 75/20....

 

From memory 75/8 was very short loop on F card or newer card both using 8d protocol. The 75/20 is newer card using protocol 17a.

 

Access your gateway stats using 192.168.1.254 from a connected device. Find the stats page with user rate, max rate, noise margin and protocol.

 

What is your protocol, if 17a need reprovision... If 8d may be stuck at /8 unless your protocol can be changed. 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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7 Messages

a year ago

The protocol is 17a.

 

speed3.JPG

Brand User
ATTHelp

Community Support

 • 

123.9K Messages

a year ago

Hi There @ahurst115

Thank you for running the speed test and sending us the screen shot.

 

Look like we need to do our own internal testing.  We will be needing information from you.

 

To get started, we will be sending you a private message to for forums inbox.

 

Once you get the notification, please follow these steps:

  1. Log in to your forums account
  2. Click on the envelope icon
  3. Click on the message that you get
  4. Reply to that message only

Just a reminder: Please do not post any information, such as account numbers, email addresses, phone number on the public thread.

 

Matthew, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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7 Messages

a year ago

For those of you who come across this thread an have a similar issue, the response from AT&T is that the Internet 75 plans support a download speed of up to 75 Mbps, and an upload speed of up to 8 Mbps.  So it looks like my speed is normal for their current offering.

Transponder

ACE - Scholar

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456 Messages

a year ago

Looks like to me that you are on the 17a protocol so you should be good for 75/20. They have you on the wrong tier and just need to provision your connection to the right tier. Should be very easy for them to do.

 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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7 Messages

a year ago

Transponder, any suggestion on the best support contact method to get the provisioning fixed?  AT&T Cares response was that it is normal, and phone support seems clueless and has yet to call back after they say they will look into it.

Transponder

ACE - Scholar

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456 Messages

a year ago

It's going to be hit or miss on whether you will reach an agent that is going to be willing to help. If they try to give you the brush off ask to be transferred to tier 2. If they won't do that request a supervisor and try with him/her. Good luck.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
my thoughts

Employee

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15.5K Messages

a year ago

This is a change made by tier 2...

Techs tech support.

 

Customer level support is tier 1.

 

Likely will need to schedule a service appointment for slow browse. The tech once dispatched and onsite will need to chat tier 2 to have account profile changed and reprovisoned (maybe 30 minutes tops). Then another 10 minutes for testing.

 

75/8 and 75/20 are both bonded pair installs, the protocol determines upload. As already 17a no need for port swaps just account profile. They may lower to 50/10 to raise back to 75/20.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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7 Messages

a year ago

Thanks all for your suggestions.  I'll contact support again, and see if I can get through to tier 2 or have a tech visit scheduled to get it re-provisioned.

Tutor

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7 Messages

a year ago

I'd like to thank everyone for their help with this.  Before I scheduled a tech visit, Charles from AT&T Cares reached out to me and was able to get the provisioning switched to 75/20.  Internet is stable and fully up to speed now.

 

speed6.JPG

thomprod

Tutor

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13 Messages

Seeing this thread late, but hope I can get some help with a similar issue. Just upgraded Internet from 45 to 75. With the old 45 service, I was able to get speeds of 42-45 Mbps down and 5.5-6.1 up using Wifi or Ethernet. The install tech set-up bonded pair and said I should expect speeds approaching 70 Mbps down and 10 up. After two weeks and daily testing, I'm only getting a max of 60 down (generally 48-55) and 8.2 up. I know I can't expect 75/10, but based on previous service, I should be getting closer to advertised speed. Is there a router setting that needs to be changed?

(edited)

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