09-19-2013 8:45 AM
After researching the 4 HD stream issue on these forums and downloading UV Realtime (my stats: Max Rate Downstream = 57385; Noise Margin = 21.1; Est. Dist. from VRAD = 1400 ft), I called 800-288-2020 this morning to see about upgrading from the 25/2 profile (I get 1 SD/3 HD streams) to the 32/5 profile (so I can get 0 SD/4 HD streams). Tech support was pleasant, but not very knowledgeable. The first tech I spoke with said it wasn't possible because U200 (my package) only gets 3 HD streams. That didn't sound right, so I asked to speak with a Tier 2 specialist. The Tier 2 specialist said I couldn't get 4 HD streams because my "bandwidth is exceeded." I explained what I had read on these forums and provided him with the stats above from UV Realtime, and, after a brief hold and apparently his review of an article, he agreed that I should be able to get 4 HD streams based upon what he was seeing on my line (although he said I was actually 1800 ft from the VRAD, not 1400). He placed me on hold a few more times, and first said it was because I only use 3 receivers, but then he said I should still get the extra HD stream but he might have to send a tech. out to my house to do it because for some reason the system wouldn't permit him to upgrade me. After one last hold, he came back and said that the only way he could upgrade me to 4 HD streams was if I moved from my current 12 mbps internet package to the 18 mbps internet package. That puzzled me, because I have not seen that requirement listed in these forums. When I asked him why, he told me again that my bandwidth is exceeded and that having 4 HD streams with 12 mbps internet would cause problems, particularly slowness. He said that even with 18 mbps internet, 4 HD streams is not recommended. I asked him again what he meant by "bandwidth is exceeded," and he said it just means speed. I just didn't sound quite right to me, so I ended the call rather than spend more time trying to get a better explanation.
Does anyone know whether the information the Tier 2 specialist provided me is accurate? In other words, if everything else is sufficient, do I still have to have be on the 18 mbps internet package in order to get 4 HD streams? If that's not accurate, any suggestions for how to get upgraded to the 4 HD streams without going through the 800 number again and hoping to get another tech? I tried posting to getsocial.att.com, but that site no longer permits new posts.
Thanks in advance for any insight.
09-19-2013 9:28 AM
Contact AT&T Customer Care here:
These are not your average phone people, these are much higher up on the support ladder than the people on the phones. These are the people you need to get in contact with. This is not the regular CS/TS people, these people know who to contact to get things done!
Send them a private message and they should be able to give the help needed to solve your problems. They are available M-F 7am-10pm CST
Include your account#, email address and a good phone # (land or cell) and time to contact you on.
Check the blue PM envelope in the upper right, they may or may not contact you via message on these forums so you might want to check that in about a day.
09-19-2013 11:29 AM
Thank you for the advice. I sent a private message. No response yet, but hopefully they can help or confirm what I was told over the phone.
09-19-2013 1:54 PM
09-19-2013 2:04 PM - edited 09-19-2013 4:12 PM
Thanks. I'm currently on teh 25/2, but would like to be upgraded to the 32/5, which I understand is what is necessary to receive the 4 HD streams. UV Realtime shows a "Recommended Profile" of 32/5, but I'm not sure what "Recommended Profile" means. I will try the other thread as you suggested.
09-19-2013 4:45 PM
You're internet speed has no bearing on your profile. What is available does. You can order 6Mbps and still be able to have 4 HD channels.
09-20-2013 12:18 PM
I just wanted to report back that after following trparky's advice and communicating with another technician through private message with ATTCustomerCare, I was advised that the original information I received through the 800 number is accurate. The new tech advised me that although 4 HD streams are available in my area and although it might work, there is a strong possibility due to my lower internet speed tier that degradation will take place and that is not something AT&T's techs can fix.
Thanks to all for your responses and to David O. with ATTCustomerCare.
09-20-2013 7:32 PM
I'm not sure what's unique about your situation, but with a sync rate of over 50K and a SNR of greater than 20, I'm not sure why they wouldn't give you a 32/5 profile. The 32/5 profile would give you access to 4 HD streams into your home, though the DVR could only process 3 HD streams simultaneously.
09-21-2013 1:38 PM
That's what I thought too. Even the ATTCustomerCare tech didn't seem to understand why the upper level internet tiers are necessary. We spoke briefly yesterday and then exchanged emails about my situation. He eventually explained that the "lower speed tiers were not apart of original upgrade." When I asked him what he meant by that, his response was, "[t]he lower tiers: that is how it was explained to me when I had the speeds verified. This tells me the top 3 tiers or only the faster speeds will handle the signals neccessary to maintain consistent quality of services delivered. Sorry, I wish I had more to share." So, I still don't get it. And it sounds like AT&T doesn't really get it either. Like I said above, everyone has been very pleasant, but it seems like the techs I've come across haven't had all of the information. Its not a huge deal for me, because I only have three tv's hooked up anyway. I guess I could see some benefit if I happened to be recording three HD streams at once and wanted to watch a fourth, but I don't see that happen very often.
09-21-2013 2:03 PM
I will say this: You're already installed and working and don't want 24 Mbps HSI. If you did want 24 Mbps HSI, then there would be a monetary incentive for AT&T to bust its butt to get you a wider bandwidth (for which you'd pay more money). As it is, its "just" one more HD stream (which will increase AT&T's revenue not one dime), weighed against the risk that the line may not handle the 32 Mbps signal and they'd have to spend time diagnosing the problem and possibly eventually placing you back on 25/3.
It's a risk/reward calculation. No upside for AT&T (except a happier customer).
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