08-20-2014 11:34 AM
I have had Uverse service since 09' and until recently enjoyed it. In June speaking with the customer service center on the phone I was sold a higher internet package "Max Plus 24 MB" ever since the adjustment of my service to the package I have had nothing but problems... after 3 months of phone calls... a half dozen tech's sent to my home.... speaking with supervisors... they have come to the conclusion that it is a single pair wire limitation. " the 32MB profile needed for 24MB internet speed cannot be sent over a single pair line over 2200 feet" the suggestion made BY THE TECH was to run a Bonded Pair to my gateway to fix the issue. When the tech proceeded with the order it was rejected by ATT saying that the distance needed to warrant Bonded Pair is 3000 feet... well..... i am at 2400 feet soooooooooooo I am in a 800 foot zone where i cannot get 24MB internet and despite the single pair wire limitations ATT will not run the Bonded Pair to provide the service they sold me???? I am at a complete loss for words... that ATT would sell the service and not be willing to do what it takes to provide said service. Can anyone shead some light on this for me? Thanks!
08-20-2014 11:36 AM
Contact ATT Uverse Care here:
Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse service distance problems. They are available M-F 8am-11pm Eastern time, response may take up to 2 business days.
This is not the regular CS/TS people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.
Include your account#, email address and a good phone # (land or cell) and time to contact you on.
Check for the blue PM envelope to appear, upper right on every page, for their reply. Good luck
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Need Help? PM ATT Uverse Care (all service problems)
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08-20-2014 1:06 PM
I'm sorry about the difficulties you are having to qualify for a different network type. Usually other factors are involved as well to determine if a bonded pair setup will be available such as the available pairs or ports. We received your private message and I will help you investigate this further. Please check your messages for further updates.
Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.
08-20-2014 1:40 PM
Thank you for your assistance! The thecnician was at my home today. He explained the proccess for having the Bonded Pair installed and that it could take time and that he had to initiate the request for the Bonded Pair before he would know if there was a slot on the card and second line avaiable. With the approval of his supervisor he initated the opder but came back inside awhile later and told me that it was rejected because I was not over 3000 feet from the Cross Box.
08-20-2014 9:28 PM
19M single pair 2SD/2HD best internet 12M Max, long loop (3000+ feet) no bonded options.
25M single pair 1SD/3HD best internet 18M Max Plus, loop 2200-3000 feet.
25M bonded pair, 1SD/3HD best internet 18M Max Plus, loop 3000-5500 feet. (With very good lines 6000 feet.)
32M single pair, 0SD/4HD, best internet 24M Max Turbo, loop 200-2200 feet.
55M bonded pair, 0SD/4HD, best internet 45M Power, loop 200-2200 feet.
At your distance even if moved to bonded would still be a 25M profile 18M internet.
Your distance (SN margin) does not qualify for 32M single pair.
Reason for denial, I expect, nothing is gained... Still 25M just bonded instead of single.
In future when 17a and vectoring are released, may which to see if improvement allows higher profile.
Just my thoughts....
08-21-2014 7:45 AM
So basically what you are saying is that this is not a wire limitation it is a hardware limitation from the VRAD...
08-21-2014 10:42 AM - edited 08-21-2014 10:44 AM
No, it is a policy limitation per AT&T.
There is no technical reason why they couldn't give you a 32 Mbps profile with dual pair at 2500'. It's just not within their policy. As far as AT&T is concerned, they have only two reasons for which they will install bonded pair:
Reason One: You are more than 3000' from the VRAD and are unable to get a 25 Mbps profile over one pair. Thus they will give you a second pair and set you up for 25 Mbps profile.
Reason Two: You are less than 2200' from the VRAD and you wish to get Power HSI. They will give you a second pair and put you on a 55 Mbps profile.
No other valid reason (in their mind) exists. Apparently they won't make enough money on customers upgrading from 18 Mbps to 24 Mbps to justify consuming another pair and VRAD port for customers between 2200 and 3000 feet so they don't have a policy to allow it.
08-24-2014 10:12 AM
OK NOW THIS IS GETTING RIDICULOUS !!!!!
Now through all of the insanity of the last 2 months I have figured out that they also downgraded my TV streams.... not only did they just take it upon themselves to do this with out consulting the customer NOW they are telling me they cannot put my TV streams back the way they were since 2009 when I got the UVerse service???? "Because of the distance I am in the loop" Well........ My house has not moved in the last 24 years.............. The technical support supervisor said I have the speak with the sales dept. on Monday and they may be able to out it back. The sales dept. ??? I will try this in the morning.
This all started when then up sold me on my Internet service in June... I should have left well enough alone. Not only were they not able to provide what they sold but they turned around and down graded the service I have had for over 4 years. This is a debacle of epic proportions!!! and the thing that really gets me is when I call I get a different person everytime and that person acts like they don't have a clue what has been done on the account before and tries the some thing that the previous person has done expecting a different result...
Einstein once said " The definition of insanity is doing the same thing over and over again and expecting a different result"
08-24-2014 10:19 AM
What was your stream configuration before, and what is it now? With a 25 Mbps profile, I would think you should have 3 HD/1 SD.
08-24-2014 12:18 PM
I really don't know what is was.... but the rep this morning confirmed that up until last week I had 4 streams and it was changed to 3 on the 20th...
08-26-2014 8:48 AM
Yet another update......
after spending 2 1/2 hours on the phone with the sales and technical dept. yesterday Tech # 6... or is it 7 there have been so many I have lost count... is scheduled to arrive at my home this morning. Both sales and tech tried to restore my TV feeds back to where they were before this madness started and were unsuccessful. The technical rep seems to think it may be a wiring issue or something one of the other tech may have done incorrectly. Wish I had a time machine..................
08-26-2014 9:05 AM
If your line can't carry the 32 Mbps profile needed for 24 Mbps HSI, then, per the AT&T configuration rules, you don't qualify for 4 HD streams. If they can get you back up to 32 Mbps profile, then I don't know why you can't have 24 Mbps HSI.
08-26-2014 9:19 AM
Ok the tech just spent over 2 hours here and cannot get the TV feeds corrected.... again AT&T sends a tech into a situation that he is unable to correct. "there is a problem with the order"...
I am not sure what these guys make but 7 tech's at 2 hrs avg. visit at my home is 14 man hours... at $15 an hour thats $210 not counting travel...... not to mention the 4 days now that I have taken off of work and the issue is still not fixed.
I also spoke with him about not being able to get the correct profile to my home to support a 24MB Internet speed and again he agrees that a Bonded Pair would correct the issue. I cannot believe that AT&T would was trier and my time sending tech after tech out when a simple setup would correct the issue??? I do realize that there is a policy in effect for trier own reasons, but in business like in life everything is not always exactly the same and sometimes you have to make exceptions. I still cannot believe that there is no one that can override this policy for the sake of the customer and the money they are wasting by sending all of these tech's and just do what it takes to get this issue resolved once and for all!
08-26-2014 11:54 AM
Sounds like a similar situation I am having in Taylors SC.
They told me they would fix it but that they had to open up a project.
That was after 7 technicians and much time spent with ATT UVerse on the phone.
The project still has not been opened. I would not reccomend ATT UVerse to anyone. They have terrible customer service and do not call back when they say will, also there is a problem with my plan changing each month.
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