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Posted Dec 10, 2013
12:06:16 AM
AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

I have seen several similar posts on here about internet speeds being ridiculously low. At first I was on the 18mb package, and like several others, wired or wireless I could sometimes get speeds of 7-9, a lot of the times it would be 2 or 3. 

 

First off, before some ATT employee gets on here and tries to tell me how their system works, I want to say don't waste your time. I know how ATT's system works. Their setup is poorly done and Comcast will forever own ATT in the cable/internet business. 

 

I have seen an ATT employee here post that while watching HD streams, it takes away from your bandwidth. I have heard that one HD stream can take 4-7mb. Well, first off, if you have multiple boxes, ATT is stealing from you and the BBB needs to know all about this. I will explain in a second. Secondly, I have seen 3 cases where people have the 18mb plan and watch 2-3 hd streams at once and it doesn't affect their speeds at all. There has been times when my speeds were actually consistent and were not affected by the cable like ATT claims it will be. I think ATT techs just use this as a quick response to cover up the fact that they don't know how to fix the problem that I and several others are having. 

 

But first, let's call it what it really is. If you have a bigger family that requries 3-4 boxes, you are more likely to get the 18mb plan. So.......

 

a) If you are watching say, 3 streams HD at once, ATT claims that this could use 10-20mb right?

 

b) When they first installed at my house, I was told that the cable used that extra 6mb on the 24mb profile to cover it's use. So they lied to me to get me installed. Like I said before, cable tv using your bandwidth will break ATT one day. 

 

c) So, back to watching three streams. Watching this HD cable TV uses up all your bandwidth, then why is ATT making people pay for internet at all? So you mean to tell me that I am pay $56 a month for 18mb, yet cannot use any for gaming, downloading, surfing the web, etc, because my cable tv needs it all. So basically I am paying $56 for internet just to make sure that my cable works only. Yeah the cable that I am paying $150 for. So ATT basically laid it out like that. To me that should be illegal and theft. False advertising at it's finest. "Yeah, pay us $50 for internet to make sure the cable you are also paying for works". It's stupid. 

 

So i called last week because I had had enough. Tired of garbage internet speeds, tired of the dumbest, most ignorant automated phone system ever, tired of being sent to call centers in the Phillipines to handle my American cable problems, tired of all of this. The final straw was when they sent this inside tech to my house last Wednesday and instead of running a single test or checking anything, he just says "Your internet sucks because you watch cable TV" and left. 

 

So I call to cancel, and a women messes around with my wireless channel and gets my net running half decent. I consistently got 10-12mb for the last week. So instead of cancelling, they inform me that a 45mb package is now available in my area and set up the appointment for it to be installed. My logic is this: I know these liars won't get my net to pull speeds of 45 and will blame the HD streams as much as they can, but with 45 the cable can no longer be an excuse. I should at least pull 30mb all day long. I have seen other people on 18mb pull 19mb all day long, with all tvs running. 

 

So the guy comes out here today, takes 6 hours to do this install and guess what? My internet speeds are now worse than they were this morning before the install. 45mb plan and I can pull 13mb wirlessly. 

 

I did hardwire one PC and it pulled 37mb one time and gradually went down while being hardwired. I ran tests on multiple laptops, smartphones, PS3, PS4, changed the wireless channel, etc and nothing stays consistent. My speeds are still garbage wifi, and when hard wired, they improve, but are still nowhere close to what ATT guarantees. 

 

ATT told me when I had 18mb, that they guaranteed 15-16 all day. I've never had that. I have had this service for 15 months. I have had 21 people come out here and NO ONE CAN FIX THIS PROBLEM. Today they were running tests on the line and they would come back good, good, good, bad, good. It's like there is a consistent problem in the line. Everything is so inconsistent with wifi and hard wire that no one can figure this out. I have no hope in ATT. The first month of my service when I could cancel at any time, they were out here every day. Since I became locked in, they could care less. One guy who has no idea what he is doing followed by another. 

 

So there is a bridge tap on line 1 and it is scheduled to be removed tomorrow. But still, should I be able to pull full speeds from the clean line?

 

I have missed many days of work, spend hundreds of hours, dealing with over 50 people at ATT from customer service to inside/outside techs. And not one single person knows what is going on and can fix this issue.

 

They made all the excuses in the world when I was on 18mb and now on 45 they have none. I know they had to hook up 2 pair of lines to get the 45 going, and I am certain the guy used the same first pair that was hooked up on my 18mb package. So that line with the bridge tap could be the problem, but I doubt it. 

 

For 15 months I have paid for internet speeds that I am not getting. They guarantee these speeds but are incompetent when it comes to fixing this issue. They got another guy coming tomorrow and he has been instructed to replace every line that has anything to do with my account. There is something going on here. 

 

I had ATT Uverse before when it was new. And at first back then, my internet was working fine and pulling great speeds. One day it started getting real low and inconsistent. So I left and went to Comcast. Came back to ATT and that same issue is still present. My internet speeds will jump from 37 to 25 to 21 to 15 in back to back to back tests while being hard wired. Wifi, currently, I can pull 9-12 consistently. I could only pull 9-12 on my best days with 18mb, now I am on 45mb and I am still pulling the same. 

 

I have the NVG589 modem and there is 5 set top boxes total. No more than 3 are on at a time and only 3 are HD ready. Only 2 watch HD. So there is 2 hd boxes hardwired and one ps3 hardwired. I have 2 wireless, non HD boxes that plug into the modem. That is my current setup. No battery. My laptop I use wirelessly, 5 feet from the modem and can only pull 9-12 and every now and then, mainly when ATT is testing or working on it, I will pull 18-19 a few times. Like today I pulled a 37 one time. So I am getting the speeds every now and then, so it is possible. I just cannot get them consistently. I don't know if there is noise in the line, if the bridge tap is causing this, or if ATT is just killing my speeds purposely and screwing me. 

 

Everything is supposedly good up to the side of my house. And they still see issues in the line. So I don't get it. Is there anyone at ATT who knows enough to come fix this problem? Do I need a whole new wired setup? I had a racoon in my attic that could have chewed on some wires, also had a hole in the roof from a fallen tree and water got inside the attic. Don't know if either of those things could have damaged a line coming into the house.

 

Anyone have any input other than how ATT stupid "cable using the bandwidth you pay for" ruse. 

 

Something is a major problem and has been for 15 months, yet no mind at ATT is capable of fixing it. It blows my mind. 

I have seen several similar posts on here about internet speeds being ridiculously low. At first I was on the 18mb package, and like several others, wired or wireless I could sometimes get speeds of 7-9, a lot of the times it would be 2 or 3. 

 

First off, before some ATT employee gets on here and tries to tell me how their system works, I want to say don't waste your time. I know how ATT's system works. Their setup is poorly done and Comcast will forever own ATT in the cable/internet business. 

 

I have seen an ATT employee here post that while watching HD streams, it takes away from your bandwidth. I have heard that one HD stream can take 4-7mb. Well, first off, if you have multiple boxes, ATT is stealing from you and the BBB needs to know all about this. I will explain in a second. Secondly, I have seen 3 cases where people have the 18mb plan and watch 2-3 hd streams at once and it doesn't affect their speeds at all. There has been times when my speeds were actually consistent and were not affected by the cable like ATT claims it will be. I think ATT techs just use this as a quick response to cover up the fact that they don't know how to fix the problem that I and several others are having. 

 

But first, let's call it what it really is. If you have a bigger family that requries 3-4 boxes, you are more likely to get the 18mb plan. So.......

 

a) If you are watching say, 3 streams HD at once, ATT claims that this could use 10-20mb right?

 

b) When they first installed at my house, I was told that the cable used that extra 6mb on the 24mb profile to cover it's use. So they lied to me to get me installed. Like I said before, cable tv using your bandwidth will break ATT one day. 

 

c) So, back to watching three streams. Watching this HD cable TV uses up all your bandwidth, then why is ATT making people pay for internet at all? So you mean to tell me that I am pay $56 a month for 18mb, yet cannot use any for gaming, downloading, surfing the web, etc, because my cable tv needs it all. So basically I am paying $56 for internet just to make sure that my cable works only. Yeah the cable that I am paying $150 for. So ATT basically laid it out like that. To me that should be illegal and theft. False advertising at it's finest. "Yeah, pay us $50 for internet to make sure the cable you are also paying for works". It's stupid. 

 

So i called last week because I had had enough. Tired of garbage internet speeds, tired of the dumbest, most ignorant automated phone system ever, tired of being sent to call centers in the Phillipines to handle my American cable problems, tired of all of this. The final straw was when they sent this inside tech to my house last Wednesday and instead of running a single test or checking anything, he just says "Your internet sucks because you watch cable TV" and left. 

 

So I call to cancel, and a women messes around with my wireless channel and gets my net running half decent. I consistently got 10-12mb for the last week. So instead of cancelling, they inform me that a 45mb package is now available in my area and set up the appointment for it to be installed. My logic is this: I know these liars won't get my net to pull speeds of 45 and will blame the HD streams as much as they can, but with 45 the cable can no longer be an excuse. I should at least pull 30mb all day long. I have seen other people on 18mb pull 19mb all day long, with all tvs running. 

 

So the guy comes out here today, takes 6 hours to do this install and guess what? My internet speeds are now worse than they were this morning before the install. 45mb plan and I can pull 13mb wirlessly. 

 

I did hardwire one PC and it pulled 37mb one time and gradually went down while being hardwired. I ran tests on multiple laptops, smartphones, PS3, PS4, changed the wireless channel, etc and nothing stays consistent. My speeds are still garbage wifi, and when hard wired, they improve, but are still nowhere close to what ATT guarantees. 

 

ATT told me when I had 18mb, that they guaranteed 15-16 all day. I've never had that. I have had this service for 15 months. I have had 21 people come out here and NO ONE CAN FIX THIS PROBLEM. Today they were running tests on the line and they would come back good, good, good, bad, good. It's like there is a consistent problem in the line. Everything is so inconsistent with wifi and hard wire that no one can figure this out. I have no hope in ATT. The first month of my service when I could cancel at any time, they were out here every day. Since I became locked in, they could care less. One guy who has no idea what he is doing followed by another. 

 

So there is a bridge tap on line 1 and it is scheduled to be removed tomorrow. But still, should I be able to pull full speeds from the clean line?

 

I have missed many days of work, spend hundreds of hours, dealing with over 50 people at ATT from customer service to inside/outside techs. And not one single person knows what is going on and can fix this issue.

 

They made all the excuses in the world when I was on 18mb and now on 45 they have none. I know they had to hook up 2 pair of lines to get the 45 going, and I am certain the guy used the same first pair that was hooked up on my 18mb package. So that line with the bridge tap could be the problem, but I doubt it. 

 

For 15 months I have paid for internet speeds that I am not getting. They guarantee these speeds but are incompetent when it comes to fixing this issue. They got another guy coming tomorrow and he has been instructed to replace every line that has anything to do with my account. There is something going on here. 

 

I had ATT Uverse before when it was new. And at first back then, my internet was working fine and pulling great speeds. One day it started getting real low and inconsistent. So I left and went to Comcast. Came back to ATT and that same issue is still present. My internet speeds will jump from 37 to 25 to 21 to 15 in back to back to back tests while being hard wired. Wifi, currently, I can pull 9-12 consistently. I could only pull 9-12 on my best days with 18mb, now I am on 45mb and I am still pulling the same. 

 

I have the NVG589 modem and there is 5 set top boxes total. No more than 3 are on at a time and only 3 are HD ready. Only 2 watch HD. So there is 2 hd boxes hardwired and one ps3 hardwired. I have 2 wireless, non HD boxes that plug into the modem. That is my current setup. No battery. My laptop I use wirelessly, 5 feet from the modem and can only pull 9-12 and every now and then, mainly when ATT is testing or working on it, I will pull 18-19 a few times. Like today I pulled a 37 one time. So I am getting the speeds every now and then, so it is possible. I just cannot get them consistently. I don't know if there is noise in the line, if the bridge tap is causing this, or if ATT is just killing my speeds purposely and screwing me. 

 

Everything is supposedly good up to the side of my house. And they still see issues in the line. So I don't get it. Is there anyone at ATT who knows enough to come fix this problem? Do I need a whole new wired setup? I had a racoon in my attic that could have chewed on some wires, also had a hole in the roof from a fallen tree and water got inside the attic. Don't know if either of those things could have damaged a line coming into the house.

 

Anyone have any input other than how ATT stupid "cable using the bandwidth you pay for" ruse. 

 

Something is a major problem and has been for 15 months, yet no mind at ATT is capable of fixing it. It blows my mind. 

AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Dec 10, 2013 5:10:36 AM
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ACE - Master

I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

Copy and paste this link in your message: http://forums.att.com/t5/U-verse-Internet-Service/AT-amp-T-has-stolen-money-from-me-for-15-months-an...

 

They will get to the bottom of it for you.  Someone at Uverse Care will take ownership of the probelm and see it thru to completion.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

Copy and paste this link in your message: http://forums.att.com/t5/U-verse-Internet-Service/AT-amp-T-has-stolen-money-from-me-for-15-months-and-no-one-can/m-p/3852367/highlight/true#M1798

 

They will get to the bottom of it for you.  Someone at Uverse Care will take ownership of the probelm and see it thru to completion.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Dec 10, 2013 2:49:57 PM
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I have heard it all before. You know how many people have said that "they are going to get to the bottom of it"? Over 20. There has to be an issue with the wire coming from the side of my house in to the router. It's the only thing that has never been checked and my speed inconsistency issues happen not wired and wireless. I had two people come out today and remove a bridge and fix some uneven wires causing loop issues. And you can actually tell that it made a little difference. But still did not correct this issue that only allows me to pull 15mb on a speed test when there is 55mb going into my house. Hardwired the speedtest should be killing. Not 15-16mb. Their excuse today was that speed tests are unreliable. Right after they left I pulled a test of 1mb and my internet was running mind numbing slow. Streaming any kind of video isn't going to happen. And I'm paying for 45mb. Lol. This company is a joke as far as I am concerned. 23 people plus countless amounts of phone techs cannot pinpoint my issue. ATT should just end Uverse now.
I have heard it all before. You know how many people have said that "they are going to get to the bottom of it"? Over 20. There has to be an issue with the wire coming from the side of my house in to the router. It's the only thing that has never been checked and my speed inconsistency issues happen not wired and wireless. I had two people come out today and remove a bridge and fix some uneven wires causing loop issues. And you can actually tell that it made a little difference. But still did not correct this issue that only allows me to pull 15mb on a speed test when there is 55mb going into my house. Hardwired the speedtest should be killing. Not 15-16mb. Their excuse today was that speed tests are unreliable. Right after they left I pulled a test of 1mb and my internet was running mind numbing slow. Streaming any kind of video isn't going to happen. And I'm paying for 45mb. Lol. This company is a joke as far as I am concerned. 23 people plus countless amounts of phone techs cannot pinpoint my issue. ATT should just end Uverse now.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Dec 10, 2013 2:50:41 PM
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Happen both* wired and wireless.
Happen both* wired and wireless.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Dec 10, 2013 2:53:17 PM
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I think ATT is just screwing with me. Just capping my speeds to see how long I will put up with it. After today, there is no more issues in the outside lines. It's something inside.
I think ATT is just screwing with me. Just capping my speeds to see how long I will put up with it. After today, there is no more issues in the outside lines. It's something inside.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Dec 10, 2013 2:55:38 PM
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Also I want to add this. I'm currently getting a consistent speed of 14-15mb. But even the speed test is choppy while working. And streaming videos are choppy and buffering. With a pure constant 15mb, I shouldn't be having that problem while streaming.
Also I want to add this. I'm currently getting a consistent speed of 14-15mb. But even the speed test is choppy while working. And streaming videos are choppy and buffering. With a pure constant 15mb, I shouldn't be having that problem while streaming.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Dec 10, 2013 3:13:18 PM
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ACE - Master

I offered you a solution, now whether you act on it is up to you.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

I offered you a solution, now whether you act on it is up to you.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Dec 11, 2013 7:27:05 PM
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ACE - Master

whouse85 wrote:
Also I want to add this. I'm currently getting a consistent speed of 14-15mb. But even the speed test is choppy while working. And streaming videos are choppy and buffering. With a pure constant 15mb, I shouldn't be having that problem while streaming.

I ran 3 speed tests tonight on my line.  I'm paying for 11Mbps/1.5Mbps service.  My first speed test I used the default server, in other words, the closest server.  I got about 6.9Mbps download and 1.48Mbps upload with a 61msec ping time.  I know that my line isn't that bad, so I picked a different server, this time one based in Milwaukee, WI.  I got 12.35Mbps down and 1.47Mbps up and a 31 msec ping on that speed test.  Now I picked a third server, one about 200 miles away in MN.  My download tested at 12.48Mbps, my upload at 1.48Mbps, and a 39 msec ping.  Now, if I just stopped after that first test, I would have thought that there was somethign wrong with my line, but I knew better, so I chose 2 other servers and saw that I am consistently getting faster than 12Mbps download even though I am only paying for 12Mbps service.  It may also help that I don't have TV service, and there are only about 4 other computers in the house that are turned on right now...

 

If you are getting slow speed tests, try a different server to see if the problem is the server you are connecting to for your test.  As you can see from my results, that made a huge difference.


Jerry B.
"GeekBoy"

--

For additional help, please send a PM to ATTCustomerCare.

whouse85 wrote:
Also I want to add this. I'm currently getting a consistent speed of 14-15mb. But even the speed test is choppy while working. And streaming videos are choppy and buffering. With a pure constant 15mb, I shouldn't be having that problem while streaming.

I ran 3 speed tests tonight on my line.  I'm paying for 11Mbps/1.5Mbps service.  My first speed test I used the default server, in other words, the closest server.  I got about 6.9Mbps download and 1.48Mbps upload with a 61msec ping time.  I know that my line isn't that bad, so I picked a different server, this time one based in Milwaukee, WI.  I got 12.35Mbps down and 1.47Mbps up and a 31 msec ping on that speed test.  Now I picked a third server, one about 200 miles away in MN.  My download tested at 12.48Mbps, my upload at 1.48Mbps, and a 39 msec ping.  Now, if I just stopped after that first test, I would have thought that there was somethign wrong with my line, but I knew better, so I chose 2 other servers and saw that I am consistently getting faster than 12Mbps download even though I am only paying for 12Mbps service.  It may also help that I don't have TV service, and there are only about 4 other computers in the house that are turned on right now...

 

If you are getting slow speed tests, try a different server to see if the problem is the server you are connecting to for your test.  As you can see from my results, that made a huge difference.


Jerry B.
"GeekBoy"

--

For additional help, please send a PM to ATTCustomerCare.

Jerry B.
"GeekBoy"

--

For additional help, please send a PM to ATTCustomerCare.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Dec 14, 2013 4:41:27 PM
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ACE - Master

Considering how you have more than 18MB going into your house (probably close to 50Mb) even if you were to have 3 HD channels going on at the same time it wouldn't effect your internet speed to any extent that you would notice.  I have multiple wireless devices going and many time multiple tvs using HD and my 12Mb speed averages 11.5, wireless.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway

Considering how you have more than 18MB going into your house (probably close to 50Mb) even if you were to have 3 HD channels going on at the same time it wouldn't effect your internet speed to any extent that you would notice.  I have multiple wireless devices going and many time multiple tvs using HD and my 12Mb speed averages 11.5, wireless.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Dec 15, 2013 9:47:54 PM
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Yeah there shouldn't be any issue. But there is. And always has been. Them saying that the TV's were why my speeds were so low was just an excuse they would say when they want to go home. They come out here and ride the clock for 5-6 hours and fix nothing. I could turn on all 4 hd streams and the speeds would still be the same. I have heard other Uverse users run speeds and get their right speeds all day long at any time. I have pulled a 37.2mb DL once while wired. The past few days, it has been a consisten 12-15mb. 

 

Also to the one guy that suggested trying a different server, I have done that. Speedtest.net pulls up one in Kansas as my default, but I have tried different ones. Still just as bad as inconsistent as any other. 

 

So I want to add a few things, first today, on Sunday. My cable boxes and internet has quit working in every room except for the room that the gateway is in. All of the boxes are just rebooting over and over. The main box is in the room with the gateway, and it and the wireless net in their is working halfway like normal. 

 

There is 2 other things. They have never checked/tested the wire(s) coming from the box on the side of the house in to router. They said that everything is right up to the side of the house so it has to be an inside problem.

 

The guy that owns my house did all that wiring as he had wired every room with an ethernet port in the wall. And I also had that raccoon in my attack. So the wired could have gotten damaged by water from a hole in the roof where rain came in, the raccoon could have chewed on it, or the wiring is just all wrong up there. I would guess the latter of the three. 

 

They suspect the wiring is wrong or bad, yet never go look at it. They have had 24 people come and fool around inside and outside and change out the gateway, remove bridge tap, waste time, etc. They have prob been out for 80 hours and solved NOTHING. 

 

They have to get my cable working tomorrow and solve this issue. I am starting to believe that ATT cannot get the speeds I am paying for into my house. As they are saying that 55mb is coming in but I will lose some as it enters the house. And devices on wifi might lose a little more.

 

I am supposed to have 45, even with tvs on, pulling 10-15 is still absurdly low. If they can't get the issue solved tomorrow then it is clearly something that ATT cannot deliver. 

 

And I will go to the end of the earth to get every dime I paid them for internet back. For 16 months, I would be paying for something that they cannot deliver to me. So I would expect a refund for at least half of each month. 

Yeah there shouldn't be any issue. But there is. And always has been. Them saying that the TV's were why my speeds were so low was just an excuse they would say when they want to go home. They come out here and ride the clock for 5-6 hours and fix nothing. I could turn on all 4 hd streams and the speeds would still be the same. I have heard other Uverse users run speeds and get their right speeds all day long at any time. I have pulled a 37.2mb DL once while wired. The past few days, it has been a consisten 12-15mb. 

 

Also to the one guy that suggested trying a different server, I have done that. Speedtest.net pulls up one in Kansas as my default, but I have tried different ones. Still just as bad as inconsistent as any other. 

 

So I want to add a few things, first today, on Sunday. My cable boxes and internet has quit working in every room except for the room that the gateway is in. All of the boxes are just rebooting over and over. The main box is in the room with the gateway, and it and the wireless net in their is working halfway like normal. 

 

There is 2 other things. They have never checked/tested the wire(s) coming from the box on the side of the house in to router. They said that everything is right up to the side of the house so it has to be an inside problem.

 

The guy that owns my house did all that wiring as he had wired every room with an ethernet port in the wall. And I also had that raccoon in my attack. So the wired could have gotten damaged by water from a hole in the roof where rain came in, the raccoon could have chewed on it, or the wiring is just all wrong up there. I would guess the latter of the three. 

 

They suspect the wiring is wrong or bad, yet never go look at it. They have had 24 people come and fool around inside and outside and change out the gateway, remove bridge tap, waste time, etc. They have prob been out for 80 hours and solved NOTHING. 

 

They have to get my cable working tomorrow and solve this issue. I am starting to believe that ATT cannot get the speeds I am paying for into my house. As they are saying that 55mb is coming in but I will lose some as it enters the house. And devices on wifi might lose a little more.

 

I am supposed to have 45, even with tvs on, pulling 10-15 is still absurdly low. If they can't get the issue solved tomorrow then it is clearly something that ATT cannot deliver. 

 

And I will go to the end of the earth to get every dime I paid them for internet back. For 16 months, I would be paying for something that they cannot deliver to me. So I would expect a refund for at least half of each month. 

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Dec 16, 2013 6:33:44 AM
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ACE - Expert

Yes, unfortunately some techs will say anything to get the call closed.  And, unfortunately, some techs only know half as much about the technology as they should.

 

One, I doubt you're going to get anywhere near that much of a refund, for various and sundry reasons.  Especially if you're no longer a customer.  Your best bet would be discounts going forward.

 

Two, I think you've been listening to the wrong half of the half-truths you've been told by some of the techs.  

 

Three, if you haven't already, please engage the U-verse Escalation team by clicking this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelopein the upper right hand corner of this site) 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.

Yes, unfortunately some techs will say anything to get the call closed.  And, unfortunately, some techs only know half as much about the technology as they should.

 

One, I doubt you're going to get anywhere near that much of a refund, for various and sundry reasons.  Especially if you're no longer a customer.  Your best bet would be discounts going forward.

 

Two, I think you've been listening to the wrong half of the half-truths you've been told by some of the techs.  

 

Three, if you haven't already, please engage the U-verse Escalation team by clicking this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelopein the upper right hand corner of this site) 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.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Dec 16, 2013 2:13:42 PM
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Community Support

Hi whouse85,

 

We have received your message and look forward to working with you to get this issue resolved.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

Hi whouse85,

 

We have received your message and look forward to working with you to get this issue resolved.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Feb 9, 2014 2:53:35 PM
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I am having similar issues with my service. Had five repair techs come by and told me it is not an internal issue. Can anyone help me? 

I am having similar issues with my service. Had five repair techs come by and told me it is not an internal issue. Can anyone help me? 

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Feb 9, 2014 2:59:18 PM
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ACE - Expert

It depends.  What are your specific symptoms?  What type (brand/model) Residential Gateway do you have?  What (if anything) have to done so far to fix it?

 

It depends.  What are your specific symptoms?  What type (brand/model) Residential Gateway do you have?  What (if anything) have to done so far to fix it?

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Mar 15, 2014 9:54:05 PM
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Teacher

I am seeing the same thing.  Living in a suburb of Chicago, the AT&T default server and Chicago are showing slow speeds of 1/2 to 12 MB per sec on my alloted line of 12 MB.  The speed varys during the day

but it is mostly below the required amount.  I have no devices other than a TV going and sometimes not even that.  I checked it with both of my PC's and they both show the slow speed.  I cannot get level 2 support.  They want me to pay for ConnectTech, but I think even they are not the ones to solve this problem.  I believe it is congestion on my Internet feed or a problem with the Chicago servers.  Nobody in

AT&T seems to want to fix this or tell me what is going on.

I am seeing the same thing.  Living in a suburb of Chicago, the AT&T default server and Chicago are showing slow speeds of 1/2 to 12 MB per sec on my alloted line of 12 MB.  The speed varys during the day

but it is mostly below the required amount.  I have no devices other than a TV going and sometimes not even that.  I checked it with both of my PC's and they both show the slow speed.  I cannot get level 2 support.  They want me to pay for ConnectTech, but I think even they are not the ones to solve this problem.  I believe it is congestion on my Internet feed or a problem with the Chicago servers.  Nobody in

AT&T seems to want to fix this or tell me what is going on.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Mar 16, 2014 10:15:19 AM
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ACE - Expert

sherwindu, What "Chicago servers" are you referring to?  Can you give some more details?

sherwindu, What "Chicago servers" are you referring to?  Can you give some more details?

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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Mar 16, 2014 8:16:40 PM
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Do not feel alone. We have been subscription holders of Uverse almost since the inception here in Sugar Land. We left Uverse one year ago and switched to Comcast for the higher internet speeds. We enjoyed the internet speeds, no hicups or issues with speed, but the quality of our television image was not the same. The level of attantion or service was very different (AT&T wa better). So sadly we switched back to Uverse, with the understanding that within my area the speeds were being worked on to incease them by the end of the year upward of 45-75Mbps. I signed up again, payed my contract cancelation with Comcast and here were more than one year later (after my return) and still have same 25Mps. The to top it off, pixelation, loss of wireless receiver signal, inablility to view shows without having to restart both boxes. we are extremely dissappointed with Uverse and should another avenue become available other than Comcast, we would definately jump IMMEDIATELY. All we are asking (and by appearance of other forum posters, honest responses, and true speeds & service) is for AT&T tto provide this upper echelon of customers the services promised by all media ports (sale-persons, phone service reps, news, advertisements, etc).

 

GIVE US THE SPEEDS, SERVICE QUALITY AND ATTENTION, and not a run around by passing issues around until most fo us give up.

Do not feel alone. We have been subscription holders of Uverse almost since the inception here in Sugar Land. We left Uverse one year ago and switched to Comcast for the higher internet speeds. We enjoyed the internet speeds, no hicups or issues with speed, but the quality of our television image was not the same. The level of attantion or service was very different (AT&T wa better). So sadly we switched back to Uverse, with the understanding that within my area the speeds were being worked on to incease them by the end of the year upward of 45-75Mbps. I signed up again, payed my contract cancelation with Comcast and here were more than one year later (after my return) and still have same 25Mps. The to top it off, pixelation, loss of wireless receiver signal, inablility to view shows without having to restart both boxes. we are extremely dissappointed with Uverse and should another avenue become available other than Comcast, we would definately jump IMMEDIATELY. All we are asking (and by appearance of other forum posters, honest responses, and true speeds & service) is for AT&T tto provide this upper echelon of customers the services promised by all media ports (sale-persons, phone service reps, news, advertisements, etc).

 

GIVE US THE SPEEDS, SERVICE QUALITY AND ATTENTION, and not a run around by passing issues around until most fo us give up.

Re: AT&T has stolen money from me for 15 months and no one can fix my ongoing issue.

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