Tutor
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9 Messages
HSIA45
Both our wifi and wired network are suffering from low speeds.
Wired LAN is getting around 23 Mbps and WAN is 20 Mbps
We have recently had out AT&T DSL router modem replaced by AT&T to correct in stability.The new wifi router is a 2 Wire 5268AC.
I have tried numerous times resetting the router by powering off and on including depressing the reset for 3 seconds.
Darknessrise
Professor
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2.4K Messages
8 years ago
@coneve8105
Can you go to 192.168.1.254 in your browser(type those numbers in like that, 192.168.1.254). Then head over to "Settings"->"Broadband" -> "Status."
What does it say for your downstream/upstream "User Rate" stats?
Also, do you have U-verse TV? If so, if you are running all 4 HD streams at once, you will cut into available internet bandwidth. 4 HD while on the 55 Mbps profile(used with 45 Mbps) will run you down to around 30 Mbps or so. It may not be the issue here, but just something to keep in mind.
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coneve8105
Tutor
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9 Messages
8 years ago
The User rate is as follows:
Line 1
Type Down Up
Line 2
Type Down Up
DSL Aggregated Information Type Down Up
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coneve8105
Tutor
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9 Messages
8 years ago
We don't have uverse TV anymore but have DirecTV thinking that it might speed up the internet.
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coneve8105
Tutor
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9 Messages
8 years ago
Thanks for the reply. I don't understand as I was paying for the HSIA45 Power plan.
See below all settings:
Summary Status Type Status
Internet DetailsInternet Connection Type Type Value
Current Internet Connection Type Value
6rd IPv6 Internet Connection Type Value
DSL Details
DSL Line (Wire Pair) : Line 1 Type Down Up
DSL Line (Wire Pair) : Line 2 Type Down Up
DSL Aggregated Information Type Down Up
Traffic StatisticsIP Traffic Type Bytes Packets Errors %
DSL Link Errors
Collected for 11:14:22
DSL : Physical Line 1 Type Since Current Current Time Since
DSL : Physical Line 2 Type Since Current Current Time Since
DSL : Aggregated Information Type Since Current Current Time Since
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coneve8105
Tutor
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9 Messages
8 years ago
Our billing speed is and has always been 45Mbs
Will contact technical and discuss the issue with them
I will also update you all after I get more information from AT&T
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coneve8105
Tutor
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9 Messages
8 years ago
Answers below.
Out of curiosity was this a recent upgrade? No
Moved from single pair to bonded for 45? No
Was there issues with the install? Requiring an outside tech? The first tecnichian could not get it working and required another technician a week later to install it.
We have had this since July 2014.
Who do we call to resolve this.
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coneve8105
Tutor
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9 Messages
8 years ago
Have called AT&T Support and after rebooting the modem and testing the line, a technician is coming to look at the issue tomorrow.........
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coneve8105
Tutor
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9 Messages
8 years ago
Update.
AT&T technician came to the house and found that the speed at 23 MBs was below the 45 MBs.
He found that it was not configured correctly and had organized someone at their facility to correct the issue.
I am now getting the maximum from the Power plan.
What dissapoints me is that when asked about how long this has this been like this, they could not tell as there was no documentation.
As I was paying for the Power service i decided to call support to see if they knew or could credit the service fee.
And after explaining to him the history since the initial installation in 2014, the caller could only say since there was no record and it was fixed today they could only offer a $15 credit which I declined.
Very dissapointed with AT&T.
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Darknessrise
Professor
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2.4K Messages
8 years ago
@coneve8105
I just saw your post now. Looks like you were on the wrong profile as pointed out by My Thoughts. Glad to hear that you were finally able to get it resolved.
In the case that you never actually saw 45 Mbps or so, it's possible that you were never on the proper speeds(for however long that was). Well, technically, you were on the proper speeds, but you didn't have the correct profile which capped your speeds off.
If you really want a credit(possibly better than that small $15), you can try reaching out to AT&T Customer Care(different from the typical support team) to see if they can do something for you. No promises though.
Customer Care can be contacted by clicking the link below and sending a message(expect a response over the next few days):
https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773
In the message body, please include the following:
- Name
- Address
- Phone number
- Contact email address
- The best time to contact you if needed
- The problem you are having(in detail)
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coneve8105
Tutor
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9 Messages
8 years ago
I have contacted Customer Support and am awaiting reply.
Thank you for all your help on this.
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