PACE 11.1.0.531418 DMZ Issue

@Swerved Bravo! Well Said!!

Though perhaps poorly written - the ATT employee does have a point. Most of the devices behind the ATT router can't actually push line rate. In fact you are lucky to push 20% peak of that on a good day. This includes laptops, phones, additional routers etc. 

But the fact there is a known issue with a ATT product that has yet to be addressed further angers folks and reinforces this negative attitude of "ATT doesnt care". What I don't understand is that now this is a well known issue, why there isnt a fix for it other then calling support, reverting some old code, or being forced to change to a new router? 

As someone who works with software every day, sometimes an enhancement breaks things - badly. Just FIX it. Really - this is NOT that difficult to solve. I suspect there is so much bureaucracy behind this decision to revert that the firmware/software folks are probably unaware or simply can't release a proper fix for the issue. 

If they are worried about bricking customer routers - then at the very least notify folks of the potential issue. This might generate a few more support calls but the proactive communication will go a long way to repairing or maintaining a better relationship with the customer base.

The Qos didn't fix my problem.  Still been over 3 months and no letter in the mail from AT&T about the problem or the fix.  

Spectrum has gig internet now.  Not saying their internet connection is better but I know we with cable I can use my 3rd party router with no problems.   And their customer service won't argue with me when they know it's a problem on their end.

AT&T if you know their is a problem with your service but still charge your subscribers full price and don't notify of their downgraded service.  How is that not stealing?

If contract employee gave you subpar work and charged you top dollar.  Wouldn't you cancel their contract.   They stole from you for over 5 months.  CRIMINAL 

@jgerry2002 

Ironically one of the steps in the troubleshooting flowchart is for the resolution team to suggest a speed upgrade.  I’ve had this happen to me more than once as they have instrumentation to tell them percentage of time service is hitting redline.  Unfortunately I have to remind them I’m already at at the top tier of what’s available.  

I’d wager the issue here is more about volume of customers that use and need a personal router to make it more of a priority to get resolved. 

That was the worst attempt at deflecting the issue at hand, @wcowan86.  

The fault is 100% on AT&T.  Not only is AT&T aware of the issue, but it's been several months and they have not bothered to A. report to their customer base on faulty advertised speeds, B. advise their customers with a fix or credit, and C. report the issue to their Indian phone "engineers."  

I called the support line, and you know what they wanted to do?  Send out an engineer on MY tab.  The issue is SOLELY with AT&T, and this whole entire situation is the perfect scenario for a class-action lawsuit against AT&T to give credit where it's due, to their customers.   I've been robbed of 1GB speeds for the last 4 months, and I know exactly which of my devices are capable of using the bandwidth that I pay for.  It's just sad that even you, as an employee, are trying to blame the customer and suggest an even smaller speed for them to purchase. 

I'm hoping someone from AT&T sees how you treat their customers.  

Thanks,
Mike

"There is no reason anyone actually needs a gig."

No, the above quote is what you actually said. And no, I can assure you there's no attitude here; I am calm as can be at the moment. You however, apparently either did not read this discussion from the start, or you simply ignored the fact that this particular thread is regarding a very known, observed, and confirmed problem with AT&T's equipment, particularly the last firmware push for the Pace 5268. QoS has absolutely nothing to do with this issue, but since you brought it up I'll save you the trouble and time of discovering this on your own... Newsflash: Netgear routers are somewhat known for their issues with QoS; nothing new or groundbreaking there. I would suggest you check that for all of your customers who have Netgear equipment...

Alternatively, you could just down-sell them to a slower package since "there is no reason anyone actually needs a gig."...

Good day.

It's not about what one needs.  It's about the contract we paid for.  I was getting that service till the last update 5 months ago.  Still being charged for the gig service but not receiving those speeds.  

Yes I can receive those speeds if I don't use my router so AT&T is correct I. the letter of the contract.   But this country is about having options.  Since At&t took away my option to use a better router.  I will exercise my option to competitor that allows me to use my router.