What to do about SLOW speed....

Contributor

What to do about SLOW speed....

First off, I live in Oklahoma and I'm paying for elite pakage. So why I am getting this?
really, not to mention the 150gb cap. Over the past year and a half. I've been uploading all of my personal file online incase my external hard drives fail. It's over 300gb of data and I can't even get it unless I span it out over 3 months or so. This is rubbish, I can't even watch youtube video without it stop and load every 10 seconds on 360p or let alone 240p. Do something AT&T or I'm switching to another ISP that doesn't have cap or slow internet from 7am to 7am the next day for over 3 months. ><

Message 1 of 38
Mentor

Re: What to do about SLOW speed....

Have you had the chance to look into the router's diagnosiocs screen? I'll bet the SNR is very low, also if the modem's plugged into a surge protector can cause slow speeds. The reason I say check at the modem is because if the modem's data rate is like 8000Kbps but you're getting slow speeds, then it's something on a machine. Or if you've called several times for intermittent connectivity, support would have put a "noise profile" on the line for stability and that would cause latency too.
Message 16 of 38
Teacher

Re: What to do about SLOW speed....

Like i said, it happens at later times, and then it will drop to normal speeds. If there was a problem with my modem, wouldn't it always be happening?

 

My speeds are slow during peak times, and they get insanely slow (as shown in images). I'd be glad if it was my modem causing the problem, but i know it's not. ATT is not able to uphold their speeds.

Message 17 of 38
Mentor

Re: What to do about SLOW speed....

If it's slow speeds during "peak" times then there could be a bandwidth issue. You really need to find out what your sync rate is at the modem. Check the "upstream" and "downstream" data rates at the modem's user interface during "off peak" times and compare them to the rates during "on peak" times. Those kinds of issues are usually difficult to identify because there's usually no issue when you call tech support and they run the port stats. It's even harder for a field tech to diagnose the issue because they're usually dispatched during "off peak" times. Your best bet would be to get someone at the helpdesk to take "ownership" of the issue and have the network group run a 24-48 hour port study to diagnose the problem.
Message 18 of 38
Teacher

Re: What to do about SLOW speed....

When speaking with a rep, they said that they were going to monitor the connection for the next few days and then call me if they found any problems. I didn't receive a call, so i presume there was nothing wrong on my end. Like i said a tech came by and checked everything and found no problems either.

It's not just myself with these problems, a lot of other people are having them, i doubt it's everyones modems...

 

Message 19 of 38
Teacher

Re: What to do about SLOW speed....

 

-.-

Message 20 of 38
Teacher

Re: What to do about SLOW speed....

Just got off the phone with support and put in a cancellation for this pathetic service. Should end at the end of the month, i suggest you all do the same.

 

 

 

Comcast here i come!

Message 21 of 38
Scholar

Re: What to do about SLOW speed....

upsetuser, I was having a similar experience. Even lower than your speeds most of the time. In fact my 3G speed was 4 times as fast as wi-fi at home.  Ethernet speed was almost as slow.  I even had my laptop checked out. After talking with AT&T tech support numerous times and getting silly answers like saying other people being online in my neighborhood was slowing it down, and not being able to even load web pages, I made the decision to switch to Comcast. I have no love for Comcast, believe me. DSL is slower, but it's more reliable and the speeds had been acceptable. I could watch a movie wthout any trouble. I had switched to DSL because of the constant outages and no solution.

 

Before the Comcast installer came out (yes, it takes about 5 days for a service appointment) I figured out what the problem actually was. I had downloaded the Google Music Beta and it was trying to upload my music files. After 2 days, I checked it and found only about 150 songs had been uploaded, so I decided it wasn't ever going to get finished and I Quit it.

 

I  THOUGHT. What I later found out is that it continued to upload in the background, slowing my service to a crawl. It would take hours to download an audio file. It was nearly impossible to send a photo or pdf attachment unless I used 3G (which has a very low cap compared to DSL.)


I use a Mac. If an app is running, it's supposed to show up in the dock with a glowing oval under it, or as an icon in the menu bar. This one didn't. I finally checked Activity Monitor (somethng a casual Mac user really shouldn't need to do or even know about) and found it was still running and was using most of my memory.   I had to Google "How to uninstall Google Music Beta." It would not quit by closing it, even though it asked me if I was sure and I said yes.

 

Bottom line is that if AT&T DSL tech support had been somewhat armed with technical information, they could have saved the company a customer. I now have Comcast internet. I got a good introductory price, but also had to reset the modem almost every day. Another technician came out and said the last guy did everything wrong (that is usually what happens!) and now my service is reliable -- at least for a week. I've also gone from always being under 3.0 down and .80 up average to speeds ranging from 12-20 down and  4-6 up. 

 

One thing that I truly dislike is that AT&T DSL tech support is outsourced overseas. Besides the poor call quality and the language barrier, these 3rd party customers have no true vested interest in the customer relationship. Their customer is AT&T, not the user. Why should they do more than keep up the stats on number of calls? When I called to cancel, I never said it was because tech support failed to figure out my problem. I just said the speeds were not acceptable. If anyone from AT&T support is reading this, maybe they will realize that some accounts that leave are the fault of poor support. 

Message 22 of 38
Mentor

Re: What to do about SLOW speed....

Myrtle,
Reading your post pains me, it's customers like you and "upset" that I try to have some form of contact with because I sincerely love AT&T (the company). True the service is DSL so there's no getting around the slow upload speeds. It's just a fact of life but beyond that, AT&T's service is the most reliable service I've found. Yes, the Tech Support can sometimes leave more to be desired but that's with just about any "free" helpdesk. The outsourced helpdesks are unfortunately the price we pay for "$14.99 per month" DSL service. AT&T for being such a large company, tries to emphasize the "customer experience" but unfortunately there are those customers who don't get the chance to see that. These forums are full of customers who know this fact all too well and that's a shame but sometimes, just sometimes, there are those at AT&T who care so much about the company and their customers, they provide help here (off the clock) and those customers they touch, usually get resolved. I just wish there were more of them. Good luck with your cable service, I know the speeds are nice but I've seen a lot of complaints about cable Internet and its reliability. Are you in an area where U-Verse is available? It's like the best of both worlds. You get the "cable like" throughput speeds and you get the reliability of being with AT&T. Have a good one.
Tags (1)
Message 23 of 38
Scholar

Re: What to do about SLOW speed....

U-Verse was a consideration, but it's not yet available at my address. (According to some people. Others say it is. )The online tool to check your address came up "yes" once for me a year ago and now always says "no." This is another technical problem with AT&T. Some of my neighbors reported being solicited door-to-door by a u-verse sales team, so I guess it's getting nearer.

 

I have paid for a DSL modem that I only used for one year. I now lease a modem from Comcast at a whopping $7/month.  I have my own routers. If I switch to U-Verse, there will be another investment in equipment. I honestly don't care a lot about television, but I love my TiVo (works with cable, but not with U-Verse at this time, and I wonder why that's so.)

 

What I will do is revisit my situation at the end of Comcast's introductory price period and then compare the offerings of all internet providers in my area. 

 

By the way, I never got a price of $14.95. I was charged $35/month and then got a $5 discount for bundled billing -- which they removed after about 6 months. That amounted to a price increase without any increase in service. 

Message 24 of 38
Teacher

Re: What to do about SLOW speed....

@myrtle i couldn't agree more.

 

I also was apart of the Google Music Beta and also knew that it would download in the background. I knew about this the second day i had it installed and have since had to not run with my computer, infact it's actually uninstalled. I wish this was a simple fix and all would be well, but sadly as you and i have both stated, ATT's service is not what it used to be and i hope that their tarnished reputation be fixed soon, for their sake and all it's customers who didn't switch like i did.

 

 

@cb

 

May i ask, are you running the 6.0 Mbps Dry Loop Elite plan? It seems that everyone i have spoke to that are facing these problem have this plan. Others on the ATT network haven't had such problems. It seems this plan is getting neglected and thus the consequences of lost customers becomes known.

Message 25 of 38
Mentor

Re: What to do about SLOW speed....

I am but I'm approximately 600ft from my DSLAM so my speeds are nearing 7-8 Megs at times. The reason a lot of people on the 6.0Meg plans have issues is that they're beyond 5500ft from the CO/DSLAM. more than about 5500ft or 6k ft and you're going to see some bandwidth restriction.
Message 26 of 38
Teacher

Re: What to do about SLOW speed....

The thing is, it wasn't just "some" bandwidth restrictions and it wasn't all the time, it was most of the time but it would also fix itself for a little while, that shows that it's nothing to do with distance from the DSLAM

Message 27 of 38
Mentor

Re: What to do about SLOW speed....

Yep, that sounds more like an interference issue. That's why the modem's DSL statistics were so important but you've moved to cable Internet now so I suppose it doesn't really matter at this point. I hope you have a better experience.
Message 28 of 38

Re: What to do about SLOW speed....

Just switched from a cable company to at@t high speed internet. I am very disappointedMan Sad

 

 

 

 

 

 

  

why is my upload speed always higher than download speed?

 

I told my wife not to get unless 6 mb was available, she thought 768 was greater than 6. ouch....  I would be somewhat less disappointed with something that approaches 768kbs

 

details of broadband link details if they mean anything:

 

Downstream Rate: 768 kbps
Upstream Rate: 384 kbps
Channel: Fast
Current Noise Margin: 10.0 dB (Downstream) 18.0 dB (Upstream)
Current Attenuation: 63.0 dB (Downstream) 31.5 dB (Upstream)
Current Output Power: 15.5 dBm (Downstream) 11.9 dBm (Upstream)

 

 

 

Message 29 of 38
Mentor

Re: What to do about SLOW speed....

Hi Cannon and welcome, though I wish I was greeting you under better circumstances. Posting your port stats like that was a very good idea, it helps us to better understand your signal issues. Here's what I've got for ya so far:

Your modem is IN SYNC with the network at 768K downstream and 384K upstream which appears to be within what would be  considered "normal" parameters for a DSL Lite (768K) connection. The Noise Margins on the line are within stable range at 10.0dB downstream and 18.0dB upstream (when they drop below 6.0dB the signal becomes unstable, breaks apart, and the user experiences intermittent connectivity). This means that there's not an issue with interference on your line so we can rule that out. Moving on to the important part for your issue and that the DSL's Attenuation, the downstream attenuation being measured at 63.0dB means that your loop length is probably somewhere around 18,000ft from the CO/DSLAM and your DSL signal is being stretched pretty far. If that is truly the case (and reading these port stats, I believe it to be so) then no matter what your wife thought, you wouldn't qualify for 6.0Meg DSL or even 3.0Meg DSL service anyway. At the very best you might qualify for an upgrade to 1.5Meg DSL service but that would really depend on what your loop length is actually measured at. Here's some info for a point of reference:

 

For 6.0Meg DSL:

MAX Recommended Loop Length: approximately 5500ft from the CO/DSLAM

MAX Line Attenuation: 36dB

MIN Signal to Noise Ratio (or Noise Margin): 6.0dB

For 3.0Meg DSL:

MAX Recommended Loop Length: approximately 12,000ft from the CO/DSLAM

MAX Line Attenuation: 56dB

MIN Signal to Noise Ratio (or Noise Margin): 6.0dB

For 1.5Meg DSL:

MAX Recommended Loop Length: approximately 18,000ft from the CO/DSLAM

MAX Line Attenuation: 65dB

MIN Signal to Noise Ratio (or Noise Margin): 6.0dB

For 768K DSL:

MAX Recommended Loop Length: approximately 18,000ft from the CO/DSLAM

MAX Line Attenuation: 65dB

MIN Signal to Noise Ratio (or Noise Margin): 6.0dB

 

The values listed above aren't EXACT but they are accurate and if you know the line's attenuation, you can usually make a pretty close guess at the loop length. That being said and with the understanding that your (Cannon's) speeds will never be on the "high end" of the DSL spectrum, the downstream throughput that you're measuring between 210 and 220Kbps should be a bit higher. Seeing that the modem is syncing up at 768K on it's WAN (or Internet) port, the next thing I look at here is exactly what type of modem are you using? Is it a "single user" modem that has only one Ethernet (LAN) port on the back of the device and that Ethernet cable is connected directly to a single computer? (ie: Motorola 2210, Westell F-90, Netopia 2241, etc...) If the modem is of the "single user" variety, are you connecting more than one computer through a router, are you using Wi-Fi during these tests, if you have a router how many machines do you have on your network? There are any number of things that can negatively affect your throughput speeds on the LAN side of the connection. Once again seeing the modem IN SYNC at 768K, tells us this is most likely an application or device on your computer or network that is using up what little bandwidth you actually do have on the connection. Hope this helps and if there's any other questions you have, feel free to post here. Good luck!

 

 

Message 30 of 38
You must type a description before you click preview or reply.
Share this topic
Announcements

Welcome to the internet boards! Check out our troubleshooting articles below and don’t forget to search the forums - your question may have been answered already!

Service acting up? Click here to troubleshoot now!

Additional Support