Teacher
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21 Messages
ATT UVERSE LOW UPLOAD RATE
Just had ATT UVERSE installed on 8AUG, Friday, and I cannot use the internet for anything becuause I cannot communicate with any website. Sure the download is great, but if no website can register clicks on their links, it is kind of a moot point. It took ~10-15 times to attempt to logon to MyATT.net just to find that I cannot load the troubleshooting page. The router diagnostics say all is just hunky dorey, but when i run pings (Test Internet Access on the Router Diagnostics page), i usally get 100% packet loss.
The Tech that was here for 6 hours on Friday was unble to resolve it and left because it was 10 PM after arriving at 4PM. He said that it was a network wide error. If so, why hasn't ATT given a Mea Culpa and assured customers it would be taken care of immediately? And below is the awesome Speedtest result that shows my AWESOME upload speed. I haven't had results like this since I had to insert an AOL CD into my computer to get internet. I am not impressed.
[Inappropriate content removed]
JefferMC
ACE - Expert
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35.1K Messages
10 years ago
If you don't see a tech on his way back out there today, then I'd suggest that you click this
U-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your issues. You can expect a reply via return PM (the blue envelope 
will appear in the upper right hand corner of this site, next to your name and avatar) in a business day or three.
This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.
There is absolutely no good reason for a fiber connection to act like this.
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KendrickM
Teacher
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21 Messages
10 years ago
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KendrickM
Teacher
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21 Messages
10 years ago
So an ATT tech just left after 1.5 hours (2-3:30PM), without resolving the issue, said that he put in an AOS/EIOS/AOST/IOST (whatever it's called) ticket A MONTH AGO FOR THIS VERY ISSUE, because there seems to be a rack/shelf of network cards that have been damaged,
and ATT cannot be bothered to fix or replace it. He scheduled me a new appointment for later today (11 AUG), and stated that a higher level of tech will be by to replace the ONT.
The 3rd tech in 5 days arrived at ~4:30 PM and switched out the ONT. This still has not resolved the issue. He stated that the first two techs did not annotate correctly that the RG had been swapped (which it was on Friday, 8 AUG). So ATT will not do anything UNTIL the 2nd RG has been replaced by a third RG.
What a fiasco. Seriously who is running this show?
I am very frustrated with ATT at this point with the customer service. Even the followup customer survey link I was emailed doesn't work and get an error telling me that my session has timed out and/or that I don't have cookies enabled. HOGWASH, Are clown shoes, nose and wig standard issue to the customer service department?
However, I will say that all the techs that have come to my home have been very courteous, professional and embarrassed that they have been unable to fix the issue. They have all seem to express a genuine desire to fix the problem so I have will give the techs the benefit of the doubt.
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KendrickM
Teacher
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21 Messages
10 years ago
JefferMC,
Thank you for your attentiveness to this issue, but the most wonderful thing just happened.
"If you don't see a tech on his way back out there today, then I'd suggest that you click this
U-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your issues."
^^ That link there took me to a new page where I was able to enter in my PM, but the send button will not register that I am clicking it, because of the non-existant upload speed, and I have refreshed the paged 6+ times . Oh the joy.
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KendrickM
Teacher
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21 Messages
10 years ago
Finally, the PM took. Only 20+ times to refresh page and submit the PM.
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JefferMC
ACE - Expert
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35.1K Messages
10 years ago
I've run into that same problem three or four times. I know it is frustrating. I've been trying to get it to happen to me lately so that I can give more details to the folks that run the forum, but now I can't make it happen, which is even more frustrating.
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KendrickM
Teacher
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21 Messages
10 years ago
Today, I had the 4th Tech in 6 days and his supervisor here today to change out the RG for the 3rd time. This of course did not fix anything. I've been told that an AOTS ticket was put in on 9 AUGUST regarding a faulty rack/shelf of network cards and that my BAN was included on the AOTS ticket. I was also told it COULD TAKE A FULL WEEK OR MORE TO GET RACK/SHELF REPLACED.
I called AT&T tech support and spoke to a manager who scheduled an appointment with a Tech to repair the DSLAM box that feeds the apartment complex.
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KendrickM
Teacher
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21 Messages
10 years ago
After my 4th tech in 6 days confirmed, yet again, that the problem with my upload speed is not based inside my apartment, I called the support center. I am convinced this support center is in the Phillippines or India and it seems many who don't fully grasp English. I told the agent that I will speak to a manager. After a 15+ minute wait, someone who claims to be a manager gets on the phone. I tell him my problem and he says that he will send a tech out to service something called a DSLAM box and that this will not involve me, except perhaps afterwards to check my speed. The tech was scheduled to check it out between 8AM-12PM. And guess what? I get a call at 9AM from some tech that he will be coming by my place to repair the RG/ONT. WHAT IS YOUR MALFUNCTION AT&T? EVEN YOUR MANAGERS CANNOT UNDERSTAND PLAIN ENGLISH?
It's like I'm in an echo chamber and all that is heard or said is "RG IS BROKEN, MUST FIX RG" My ordeal with AT&T would be funny if it were in a movie, but it's not because it's real life and it has been a comedy of errors.
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KendrickM
Teacher
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21 Messages
10 years ago
So I talked with the 4th tech who visited my apt a few days ago and found out that he had changed my plan from 18 DL-1.5 UL to a 45 DL-5 UL just to see if that would help my upload speed issues. It did not.
BEHOLD:
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Speedtest
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ATTU-verseCare
Community Support
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6.7K Messages
10 years ago
Hello KendrickM,
I apologize about the trouble you are experiencing with your service. We received your private message and are investigating your issue. Please check your messages for further updates.
Regards,
SadathCS
ATTU-verseCare
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