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Why is my LTE data so slow?

Tutor

Why is my LTE data so slow?

It started at the end of April. All my phones (4 phones) began getting terrible speeds. All were showing LTE, all had good signal, but could never get about 3MB up/down. It would start out at 12-5MB then drop to 3 and hold there. This looks like throttling to me. Especially since ALL the phones on my plan are suffering from it. I called in, verified we were not throttled, even did some resets... no change. Replaced the SIM card in one, again no change. I have been through the phone system twice. I have been through your Facebook reps more times than I can count. I was told there was nothing wrong so they couldn't fix anything. This is not acceptable, not for what I pay a month. I can barely browse the web forget downloading apps or streaming. Now I am into the 2nd month of this crap and no one has taken my complaint seriously! ENOUGH! I need to speak with someone higher up than just customer service.

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Message 1 of 34
Tutor

Re: Incredibly slow LTE on all phones on my plan

AT&T Business customer in a rural area outside Whitesville, KY with a CRU FAN account, 3 lines all running Business Unlimited Plus...starting just under two months ago all lines on our account started getting progressively slower and slower.  We used to get anywhere from 12 to 15 Mbps down, now we're lucky to get even 1 Mbps during peak hours.  I've talked to AT&T reps in chat and on @ATTCares (really?) on Twitter, and no one has a logical explanation.  It doesn't seem to matter if the line is over the 22GB threshold or not, everything is just horribly slow.  The only time LTE data service is usable is between midnight and 8am when everyone is sleeping.  At this point even voice quality and texting is starting to suffer, often I have to force my phone down to HSPA to even get out.

 

Then:

Now:

Message 16 of 34
Contributor

Re: Incredibly slow LTE on all phones on my plan

     I think we now have the answer for this. As most people know, 5G is coming out, and the same thing that apple does with theyre products is happening. The new thing isnt going to be any better than the old thing; the old thing just gets worse. The little icon at the top of your screen is like a scaling of 1-10 with no letters or numbers and a single bar being a 1 and 4GLTE full bars being a 10. So if you had 4GLTE before they even thought about 5G you were at a 10/10 (100%). Now that 5G is coming into effect lets say that another 5 levels just got added to the scale, but your still at 4GLTE, so now your at 10/15 (67%) on the scale. Obviosly all of those numbers are just theoretical and i cant prove any of this but i think it makes pretty good sense.

Message 17 of 34
Tutor

Re: Incredibly slow LTE on all phones on my plan

I'm not comparing my service to 5G, I'm talking about having usable service
at all during business hours. But it's all good, I got a T-Mobile line for
backup and it works just like my AT&T service *used* to. Just waiting for
my contract to run out now...shame on me for ever signing one in the first
place. Lesson learned.
Message 18 of 34

Re: Incredibly slow LTE on all phones on my plan

Nothing has changed for me since last year. Same issues. Long time AT&T customer and I’m at my wits end. Does anyone have experience with Xfinity Mobile? I’m highly considering switching to it. 

Message 19 of 34
Contributor

Re: Incredibly slow LTE on all phones on my plan

Why is this marked “solved”?

Message 20 of 34
Contributor

Re: Incredibly slow LTE on all phones on my plan

Boost mobile offered 20 G of data. I joined. For 3 months I was lucky to be able to use 2G each month. I called them before each reup day. They reconfigured my phone first. (A Galaxy S 5 Verizon) then it was they were doing work in my area. Then it was we can reconfigure your phone again. I said take me off auto pay and cancel my account.4 days before my payment date. Well,they went ahead and charged me. Refused to give a refund.2 days later my phone scrambled. They still owe me $56.customer service was in S. America and they laughed when I called .like I was a personal joke for them .

I'll never use them again. 

As it turns out,Virgin mobile uses the same customer service group. Fuq'n BIG TIME. Worst CS I've ever used.rude,obnoxious and argumentative. 

Message 21 of 34
Contributor

Re: Incredibly slow LTE on all phones on my plan

Wow.  Glad i found this thread. Im cancelling service as soon as I pay off my iPhone XS.  I have been with ATT since they were Att blue, then Cingular.  Then att wireless.  That’s a LONG time. Since I think around ‘98.  21 YEARS!  My service has been getting worse and worse, and over the past two years customer service has taken a nose dive.  They literally don’t ***** about us.  Unless people leave en masse, they don’t even seem to ***** if we leave (one by one).  

 

I pay $200 a month BEFORE any installment plans etc, for TWO ***** lines!    Total $255 month, with installment plans for phones.   I was willing to pay more for FAST DATA.  As I needed it for my work, and T-Mobile back then was not cutting it.   Now T mobile is fine around my area.  

 

I hate to to leave after all these years but it’s just demeaning, and a real slap in the face, to have a literally BROKEN data connection on my iPhone XS.   Even going to airplane mode and back and resetting network settings often doesn’t help. Like right now.  I can’t transfer money using my banking app because once again, my phone has 3/4 bars on 5G E, but acts like there’s no data connection.  Switching to HSPA+ sometimes helps but not today.   I’m done with this *****.  (Wouldn’t let me post that word)

 

[word filter avoidance]

Message 22 of 34
Contributor

Re: Incredibly slow LTE on all phones on my plan

To answer why this is marked solved:  because LIES

Message 23 of 34

Re: Incredibly slow LTE on all phones on my plan

Customer no service. I’ll share my recent experience.. I had the 40 gb with rollover and my speeds were 30-50 mb/s, talked to a rep and they convinced me to try the unlimited, they assured me that it would not change my speeds, only if I was in like a stadium or if I hit there cap.  As soon as I switched I checked my speed..4 mb/s all of a sudden!! I gave it a day to see if it would change, not any faster so I called and had them switch me back to my 40 GB with rollover..surprise surprise no change in the speed at all, very slowly makes it to 3-4 mb/s.. I’ve spent hours upon hours trying to get them to fix it with no change whatsoever!

Now I have a case number and they said they will get back in touch, but I have no hope they will remedy the situation..too much face to lose getting caught red handed!! I’ve been a loyal customer with no complaints since 2007..I pay like $300 with insurance plus two installments to total $340. I’m so fed up at this point it’s unreal..can’t believe they tricked me and now I can’t watch a YouTube video over 480 resolution!! Before the other day I had speeds up to 50 mb/s!!

Message 24 of 34

Re: Incredibly slow LTE on all phones on my plan

Customer no service..I’ve spent hours upon hours trying to remedy a situation where I’ve caught the system red handed ripping me off. A rep convinced me to switch from my 40gb with rollover to an unlimited plan, they assured me my speeds would not change, only if I was in a stadium where it might be congested, or if I hit their device cap..I checked my speed before they switched me..blazing fast as always..30-50 MB/S.. after the switch it dropped to a max if 4 mb/s and it was slow to get there..can’t even watch a YouTube video over 480 resolution!! I called them back a day later to give it time to get better..never varied whatsoever, I had them switch me back to my 40 gb with rollover plan, restarted device, no improvement in speed at all! After multiple calls and hours and hours on the phone, no answer..but now I have a case #..woohoo! 
I have no hope it will improve as I have caught them red handed throttling me to death..to save face they can’t fix it.. been a loyal customer for 12 years and this is how I’m treated as they mislead their grandfathered plans into the slaughterhouse!! Buyers beware!!

 
 
Message 25 of 34
Contributor

Re: Incredibly slow LTE on all phones on my plan

Same here.  Luckily, my son would like to see his mother be able to consistently watch news and other apps since I am mainly at home--and certainly reliable coverage while I am out.  He's sticking me on his Verizon plan ASAP as I am not a tech person and will not spend more than five minutes trying to get reliable data. I get to use the free and reliable internet at ERs and my doctor's offices.

Message 26 of 34
Contributor

Re: Incredibly slow LTE on all phones on my plan

Yes.  My son will put me on his Verizon plan.  I only get minimally bearable data when I turn mobile data completely off at all my doctors' offices and the ER.  I would like to affordably watch CNN between traveling to different specialists...then I have to log onto their guest services to do anything else.

Message 27 of 34

Re: Incredibly slow LTE on all phones on my plan

So are you guys ever going to adress this issue or are we all going to have to leave your company.

Message 28 of 34
Contributor

Re: Incredibly slow LTE on all phones on my plan

I created an account just so I could applaud your comment........we have marked our locations hundreds of times and we are apart of a large company who we all complain about the terrible signal in this area but yet NOTHING has been done.....we are seriously considering finding another provider because I pay way to much to get nothing in return. We have been customers since 2005 ish.........Good riddance!

Message 29 of 34
Contributor

Re: Incredibly slow LTE on all phones on my plan

Just go mark your spot and read the Q&A just like we have been doing forever and nothing gets done, its great ! 

Message 30 of 34
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