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mpwolcott's profile

New Member

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8 Messages

Mon, Jun 27, 2022 12:35 AM

Closed

Unlimited Data Roaming Throttled in Canada

I have an Unlimited Elite plan and use it regularly from Canada. It has always worked flawlessly. Suddenly it appears that we are being throttled. In the morning, our data speeds  are reasonable (30-50mbs) but mid morning the speed drops to <2mbs. We are connected to a Telus 4G LTE tower. I moved to a different part of town and connected to a Bell 3G tower and received 6-7mps. 

This is not a device issue. We have three devices on the same plan here and it happens at the same time on all of the devices. 

I was on the phone with AT&T support yesterday and they were no help. 

has anyone else experienced a similar situation?

…mpw

Accepted Solution

Official Solution

Juniper

ACE - Expert

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30.3K Messages

1分前

The issues are not on AT&T's network.

Bottom line, regardless of what network you roam on in another country, there is no guarantee or promise the service quality will be exactly the same. For various reasons (technical issues, priority rules of network that might reduce down to 2G speeds, or anything else under that country's rules), service may not be what you are used to experiencing.

Your service plan is an up-to capability, not even a guaranteed constant in the United States itself. To expect that you get exactly what you are used to in your home country in another is not understanding or accepting the reality of how the world works

Constructive

Employee

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28.7K Messages

2分前

If your being throttled it’s the provider in Canada. How can AT&T throttle you when your not connected to the AT&T network. AT&T allows you to roam. The service you receive is the carrier in Canada. 

New Member

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8 Messages

2分前

@Constructive  I agree with you that this is likely Telus who is throttling the service. But the service agreement is with AT&T and it is your job to assure quality service from your partners. 

My service agreement does NOT say “Unlimited Data at an unusably low rate while roaming in Canada”!

Constructive

Employee

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28.7K Messages

2分前

First off it’s not my job second AT&T doesn’t partner with any roaming carrier they just allow you to roam for free or at a reduced rate. You think AT&T is gonna guarantee service in Germany or Italy? No because they don’t provide the service. 

New Member

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8 Messages

2分前

I respectfully disagree. And as an AT&T employ, you should regulate your decorum while on an AT&T site. It doesn’t reflect well on your employer, whether you are speaking for them or not.  

ATTHelp

Community Support

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195.8K Messages

2分前

Allow us to share some helpful recommendations to help strengthen your connection & speeds, !

 

We appreciate our ACE for their helpful guidance!

 

Reset your network settings to refresh your connection to the network. Resetting the network restores the default settings on the device. Be aware, Bluetooth pairing and Wi-Fi settings are deleted and will need to be re-added. You will not lose data like pictures, videos, or text.

  • iPhone: Settings>General>Reset>Reset network settings
  • Android: Settings>General Management>Reset>Reset network settings

You can visit our AT&T Wireless Support webpage and select Get Suggestions. You'll be directed to the Fix an Issue section. From there you will select your device then navigate back to that section and click Connection>Internet. Then follow the prompts and you'll come across very helpful personalized solutions.

 

Learn about other ways your wireless service can be affected here in the Forums.  

 

Come back and let us know if these tips did the trick!

 

Jonye, AT&T Community Specialist 

Juniper

ACE - Expert

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30.3K Messages

2分前

Cell phone providers (be it AT&T or someone else) make no guarantees to the quality or level of service in another country. If that other county's provider throttles you, than that is what you must deal with. Permission to use their network is as far as it goes. That is how international roaming works, regardless of if border neighbor (Canada or Mexico) or further away.

You have authorization to roam. Nothing guarantees you are free from throttling or other issues. It is another country after all.

Any with the "employee" tag are posting on their personal time (off the clock), not as a representative of the company. The tag just means they should have more direct knowledge of what they speak. Accordingly, they may post in a personal manner just like any other customer. Only the moderators/official "help" team must post with any different "decorum".

New Member

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8 Messages

2分前

@ATTHelp Thank you for these suggestions. I reviewed the forum yesterday and after trying suggestions called support. At this time we reset the network settings, without success of improving the situation. I just did again at this time and again, it did not change the speed. 

@Juniper Thank you for this information. I understand that the employee is posting on their own time. But I am simply a customer looking for assistance and sarcastic responses aren’t very helpful. Yours was. 

ATTHelp

Community Support

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195.8K Messages

2分前

Hello mpwolcott, let's get you pointed in the right direction for support.

 

To best serve you while out of the country; please call +1.314.925.6925 (free from device) or chat https://www.att.com/contactus/index/wireless.html?tab=1

 

Thank you for visiting AT&T Community Forums!

 

Carlton, AT&T Community Specialist 

New Member

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8 Messages

2分前

@ATTHelp  Thanks for this number. The individuals were helpful and very polite. Much appreciated. 

ATTHelp

Community Support

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195.8K Messages

2分前

That is good to hear, mpwolcott.

 

We are glad we was able to help. Please reach back out if you need any further assistance in the future.

 

Thank you for visiting AT&T Community Forums!

 

Carlton, AT&T Community Specialist 

ATTChrisZ

Employee

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146 Messages

2分前

@mpwolcott,

Just a theory, congestion may be playing an issue where you are at. AT&T will adjust the network when there are a lot of users. This means speeds may slow down a bit to give every customer the best experience possible. 

I would not be surprised if other carriers outside the U.S. do this as well. Timing is important in this scenario and something that you called out. 

At the end of the day, it is like taking your car to another country and using their gas. It may not be the same quality that you are used to. Obviously a bit of stretch with the scenario. 

ChrisZ

Juniper

ACE - Expert

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30.3K Messages

2分前

And you are on another country's voice "roads". Go through an area with congestion, that country will follow their own rules to resolve. In country we have classic and old-timer's plates which have special restrictions on the road. So, your phone is registered on their network with out-of-country restrictions (which may include lower priority).

Might be an easier comparison to digest. AT&T cannot tell another country how to run their network.

New Member

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8 Messages

2分前

@ATTChrisZ and @Juniper 

These ideas definitely make sense. I was confused because we have a second home here  The area has a ski resort and our town expand considerably during the winter. All has historically worked well including this winter. So was surprised that I was now having problems during the summer. 

Telus did just install 5G here so perhaps the upgrade didn’t include the back haul and the increased bandwidth is causing congestion. Or perhaps they are prioritizing the 5G channels over their others. This would only be relevant for us if we upgraded our devices.

Again, thanks for your helpful conversation.

Juniper

ACE - Expert

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30.3K Messages

2分前

They just installed 5G in the area? That could very well be a big part of the issue. The 5G rollout on this side of the border is going through some challenges. Wouldn't be surprised if another country experiences a similar rocky experience.

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