09-26-2013 6:30 PM
Just had Uverse (all 3 services) installed on Monday, opted for the 45mbps speed since it was available to me and was actually what led me to Uverse in the first place, but I'm having a horrid time getting acceptable speeds.
If I have 3 tv's on, I'm averaging 5-7mbps...nearly 40mbps less than what I pay for. 2 Tv's on = 12mbps and 1 tv on = 17mbps. No TVs on I get around 20-22mbps. I've been on the phone and in chat with ATT tech help and they were no help at all. All they could say was the lines were fine and nothing was showing up negatively. So, I went the tech visit route and heard the same stuff. Nothing is wrong, lines are done correctly, this is normal. Normal? Is it really?
Second night having the service the RG went red lights and lost all 3 services twice in a two hour span, needing to be unplugged to reset. I told the tech this and wanted to swap out the RG and was told that it wouldn't make a difference, there isn't anything wrong with it. So it goes down twice on second day and internet speeds coming from it are slacking, yet nothing is wrong with it? I don't get it.
Anyone have anything to add to this? I love the TV and the phone is just there for 911 purposes, but the internet is severely not living up to my standards. Thank you.
09-26-2013 7:52 PM
09-26-2013 8:45 PM
I do have the 589, the tech was caught off guard seeing it today and told me that this is the first time he's seen one and not sure much about them...
both broadband lights are lit, 1 of 2 phone lights lit. Just noticed the port running the Ethernet to my wireless apple modem is blinking orange, while the others are ports are green.
upload speed has never fluctuated, always 4.5-4.8ish mbps
09-28-2013 11:05 AM
Not sure if this would help, but here.
Line 1 Line 2 Downstream Upstream Downstream Upstream
|Downstream Sync Rate (kbps)||16111||16111|
|Upstream Sync Rate (kbps)||2519||2519|
|Downstream Max Attainable Rate (kbps)||55068||54632|
|Upstream Max Attainable Rate (kbps)||11620||11743|
|SN Margin (dB)||27.2||25.3||27.4||26.2|
|Line Attenuation (dB)||29.2||21.1||29.6||20.1|
|Loss of Signal||0||0||0||0|
|Loss of Frame||0||0||0||0|
The downstream sync rates are 16111 for each line, which only adds up to being 30mbps'ish. If that's the case, no wonder I'm only getting 25mbps with all tv's off b/c it seems I'm capped at 30 and not 45. Am I thinking this correctly?
Thanks, someone PLEASE help :/
09-28-2013 12:27 PM
Yes, your line is not correctly provisioned.
Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Their normal business hours are from 7am to 10pm Central Time. Please take into account weekends when contacting them.
To check for their reply, click the little blue envelope.
09-29-2013 7:51 AM
Thank you, I've messaged them with the information, questions and links to this thread.
Hopefully I don't get the "nothing is wrong, everything is set up the way its supposed to be" like I've been told twice already from AT&T tech support people.
10-02-2013 6:57 PM
Wanted to let everyone know that they made the appropriate changes to my account and now getting 40-43mbps consistently
Thanks to all those who have helped.
11-04-2013 3:53 PM
I seem to be having a similar issue. I recently upgraded from the 18mbps plan to the 45, and am not seeing anywhere near those speeds. I've consistenly recorded the speed with all devices off except one wireless computer, and on average I get 25mbps. I just finished speaking with uverse internet tech support and they advised that 25mbps is with the "Acceptable" range for the 45mbps plan. This is totally unacceptable! How am I as a consumer to be satisfied with only receiving half of what I pay for. Throughout the call I was made to feel as I was the reason for the reduced speed due to additional receivers and other internet devices being connected simultaneously. We then disconnected and powered off all equipment and received the same speed results. Long story short, I was left with the unresolved speed issue after over 40mins with advanced tech support. This is a huge BUYER BE AWARE!!!
11-04-2013 6:36 PM
If you're only getting a little over 24 Mbps, then if I were in your shoes, I'd downgrade to the 24 Mbps tier. No use paying for what you're not getting.
11-05-2013 7:00 AM
I'm sorry you did not get the speed you were expecting after upgrading to 45 Mbps. I will be glad to help you verify if your line can handle this speed and have any faults on the line fixed if identified. I have sent you a private message to discuss your account and provide a solution.
11-30-2013 7:12 AM
Update: An ATT Technician came out to the to check the lines and make sure all things were provisioned accordingly. The tech finished his assessment and concluded that everything was setup properly and left. He never came inside the house to test the connection. At this point I'm completely fed up with the level of service I am receiving. There's no reason I should be forced to continue to pay for these services, if i'm not receiving even half the speed I was promised. Unfortunately, Xfinity is looking better and better by the day.
01-07-2014 9:45 AM
01-07-2014 10:29 AM
I am in the same boat, I went from Max Turbo to HSIA and my throughput is never butter and usually worse. We've had to move the TVs off the Ethernet and put them on coax and they stil pixalate sometimes. My throughput is usually 24 MB but it seems to be consistantly solwer than that, not getting near my 45 MB I should be gettting. Here is how my line is setup.
|Downstream Sync Rate (kbps)||27615||27615|
|Upstream Sync Rate (kbps)||3040||3040|
|Downstream Max Attainable Rate (kbps)||77740||66736|
|Upstream Max Attainable Rate (kbps)||11226||11190|
|SN Margin (dB)||30.3||24.8||26.0||24.7|
|Line Attenuation (dB)||22.8||15.9||23.5||15.2|
|Loss of Signal||0||0||0||0|
|Loss of Frame||0||0||0||0|
|Bonded Downstream Rate||55230|
|Bonded Upstream Rate||6080|
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