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Posted Jun 6, 2014
11:09:14 AM
Why faster service is not at a specific address?

Please point me to the topic thread if this has already been answered.

 

Background Summary: I have been an AT&T customer since 1996, but in 2014, they started slowing down my 3Mbps DSL service to 1.5 or slower.  They promised if I signed up with U-verse I could get 18Mbps, and I already knew several of my neighbors have it (all around, including farter from the VRAD), so I signed up.  What I am now getting is 0.4 to 1.1 Mbps download speeds!  I have spend over 50 hours on the phone and in the AT&T Corporate Store, sometimes both at the same time to no avail.  I was also promised that I could return to my 3Mbps DSL service, but they have refused that as well stating that those speeds are not available. I have more details, but wanted to give a brief background.

 

Now for the question:  I am in the geographic middle of the neighborhood and houses farther from the cross-connect and VRAD can get 18-24Mbps, why can my house and the one on each side (3 total) only get 1.5Mbps? 

 

I appreciate any feedback.  AT&T line techs and service techs say there is no reason for me to not have faster service except maybe a problem with the physical line to my house.  AT&T refuses to roll a truck.

 

Sincerely,

Want Faster Service (wantfastersvcs)

 

Please point me to the topic thread if this has already been answered.

 

Background Summary: I have been an AT&T customer since 1996, but in 2014, they started slowing down my 3Mbps DSL service to 1.5 or slower.  They promised if I signed up with U-verse I could get 18Mbps, and I already knew several of my neighbors have it (all around, including farter from the VRAD), so I signed up.  What I am now getting is 0.4 to 1.1 Mbps download speeds!  I have spend over 50 hours on the phone and in the AT&T Corporate Store, sometimes both at the same time to no avail.  I was also promised that I could return to my 3Mbps DSL service, but they have refused that as well stating that those speeds are not available. I have more details, but wanted to give a brief background.

 

Now for the question:  I am in the geographic middle of the neighborhood and houses farther from the cross-connect and VRAD can get 18-24Mbps, why can my house and the one on each side (3 total) only get 1.5Mbps? 

 

I appreciate any feedback.  AT&T line techs and service techs say there is no reason for me to not have faster service except maybe a problem with the physical line to my house.  AT&T refuses to roll a truck.

 

Sincerely,

Want Faster Service (wantfastersvcs)

 

Why faster service is not at a specific address?

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Jun 6, 2014 11:45:20 AM
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ACE - Expert

It sounds like you're on ADSL2+ U-verse when what you want is to be on VDSL2 U-verse.  Which of these you get is determined by U-verse engineering, and is supposed to be based on distance to a VRAD, VRAD port capacity, etc.

 

Either (1) you have severe issues with a VDSL2 service (which they should fix), or (2) they need to move you to a VDSL2 account (which probably means a fight with engineering, and then a disconnect of this account and a connection of a new one).

 

I'd suggest you click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team and ask them to look into your situation.  Include your Billing Account Number (BAN), physical address and the addresses of U-verse subscribers with 18 Mbps service who are adjacent to you and explain your view of what's happened so far.

 

You can expect a reply via return PM (the blue envelope envelope in the upper right hand corner of this site) in a business day or three, however, full resolution of an address validation case can take weeks.

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.

It sounds like you're on ADSL2+ U-verse when what you want is to be on VDSL2 U-verse.  Which of these you get is determined by U-verse engineering, and is supposed to be based on distance to a VRAD, VRAD port capacity, etc.

 

Either (1) you have severe issues with a VDSL2 service (which they should fix), or (2) they need to move you to a VDSL2 account (which probably means a fight with engineering, and then a disconnect of this account and a connection of a new one).

 

I'd suggest you click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team and ask them to look into your situation.  Include your Billing Account Number (BAN), physical address and the addresses of U-verse subscribers with 18 Mbps service who are adjacent to you and explain your view of what's happened so far.

 

You can expect a reply via return PM (the blue envelope envelope in the upper right hand corner of this site) in a business day or three, however, full resolution of an address validation case can take weeks.

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: Why faster service is not at a specific address?

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Jun 6, 2014 1:28:10 PM
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JefferMC,

Thank you for your quick reply.  Please see my comments to your reply below:

 

It sounds like you're on ADSL2+ U-verse when what you want is to be on VDSL2 U-verse.  Which of these you get is determined by U-verse engineering, and is supposed to be based on distance to a VRAD, VRAD port capacity, etc.

 

You are correct, I am on ADSL2+.  I am approx. 3500 feet from the VRAD & cross connect, but that doesn't seem to matter.  A street about 500-1000 feet farther away has houses down the north side with these speeds: 18, 18, 18, 1.5, 18, 18, 18.  For port capacity, I have seen them hook up new accounts after I started this process on March 7, 2014.  This includes the house across the street today at 18Mbps. (I spoke with the installation rep.)  

 

Either (1) you have severe issues with a VDSL2 service (which they should fix), or (2) they need to move you to a VDSL2 account (which probably means a fight with engineering, and then a disconnect of this account and a connection of a new one).

 

I am currently on a new account. (was DSL)  I have had 7+ service tickets opened and cancelled with AT&T, including one from an Area Manager.  On the 2 or 3 with engineering, they call me back with the message "Our computer shows you are already at the maximum speed of 1.5".  No one can give me a reasonable reason WHY I cannot get higher speeds.

 

I'd suggest you click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team and ask them to look into your situation.  Include your Billing Account Number (BAN), physical address and the addresses of U-verse subscribers with 18 Mbps service who are adjacent to you and explain your view of what's happened so far.

 

I have done that a couple of times.  They responeded with "Our computer shows you are already at the maximum speed of 1.5".  (sounds familiar)  Sometimes I call customer service and they have even told me that maybe my house has a different connection to the CO than the other 500+ properties in the neighborhood that were wired at the same time.

 

You can expect a reply via return PM (the blue envelope envelope in the upper right hand corner of this site) in a business day or three, however, full resolution of an address validation case can take weeks.

 

Per your request, I will contact them again via PM, but I'm not expecting good results after 3 months of fighting with AT&T.  Unfortunately, it appears to be my only option in a suburban area. My neighborhood was wired for satelite TV, not cable service.

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.

 

I will try them again and give them a 24/7 number they can reach me directly.  I was told I would have to pay $149 up front to roll a truck to determine if there is a line problem.  I will let you know the results of the PM as soon as possible.

 

JefferMC,

Thank you for your quick reply.  Please see my comments to your reply below:

 

It sounds like you're on ADSL2+ U-verse when what you want is to be on VDSL2 U-verse.  Which of these you get is determined by U-verse engineering, and is supposed to be based on distance to a VRAD, VRAD port capacity, etc.

 

You are correct, I am on ADSL2+.  I am approx. 3500 feet from the VRAD & cross connect, but that doesn't seem to matter.  A street about 500-1000 feet farther away has houses down the north side with these speeds: 18, 18, 18, 1.5, 18, 18, 18.  For port capacity, I have seen them hook up new accounts after I started this process on March 7, 2014.  This includes the house across the street today at 18Mbps. (I spoke with the installation rep.)  

 

Either (1) you have severe issues with a VDSL2 service (which they should fix), or (2) they need to move you to a VDSL2 account (which probably means a fight with engineering, and then a disconnect of this account and a connection of a new one).

 

I am currently on a new account. (was DSL)  I have had 7+ service tickets opened and cancelled with AT&T, including one from an Area Manager.  On the 2 or 3 with engineering, they call me back with the message "Our computer shows you are already at the maximum speed of 1.5".  No one can give me a reasonable reason WHY I cannot get higher speeds.

 

I'd suggest you click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team and ask them to look into your situation.  Include your Billing Account Number (BAN), physical address and the addresses of U-verse subscribers with 18 Mbps service who are adjacent to you and explain your view of what's happened so far.

 

I have done that a couple of times.  They responeded with "Our computer shows you are already at the maximum speed of 1.5".  (sounds familiar)  Sometimes I call customer service and they have even told me that maybe my house has a different connection to the CO than the other 500+ properties in the neighborhood that were wired at the same time.

 

You can expect a reply via return PM (the blue envelope envelope in the upper right hand corner of this site) in a business day or three, however, full resolution of an address validation case can take weeks.

 

Per your request, I will contact them again via PM, but I'm not expecting good results after 3 months of fighting with AT&T.  Unfortunately, it appears to be my only option in a suburban area. My neighborhood was wired for satelite TV, not cable service.

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.

 

I will try them again and give them a 24/7 number they can reach me directly.  I was told I would have to pay $149 up front to roll a truck to determine if there is a line problem.  I will let you know the results of the PM as soon as possible.

 

Re: Why faster service is not at a specific address?

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Jun 6, 2014 1:41:15 PM
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ACE - Expert

What I would be doing in the PM would be asking for an Adress Validation Case asking why your home is at 1.5 Mbps while your neighbors are at 18 Mbps.  

 

What I would be doing in the PM would be asking for an Adress Validation Case asking why your home is at 1.5 Mbps while your neighbors are at 18 Mbps.  

 

*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: Why faster service is not at a specific address?

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Jun 6, 2014 1:51:35 PM
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OK, will do!
Thanks!
OK, will do!
Thanks!

Re: Why faster service is not at a specific address?

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Jun 6, 2014 11:25:59 PM
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This is based on direction of wiring and where original feed from.

Those on the other side of the street is an area served by a VRAD but the phone copper plant serves that area.

As your on the other side of the street your phone wire copper connection does not come from there but a different directions.

I have seen homes with the Vrad right across the street 200 to 250 feet away but there service connection is 4500 to 5000 feet away from an opposite direction.

Have also seen homes 1000 feet from VRAD but lines go up one street crosss the block and back down the next street making a U shape. Where you are in the U determines type of service and speed availability not the line of sight to VRAD.

The Uverse premise tech or wire tech in SE of USA does not have to blueprints of wire layout... type of wire... or number of connections in bundle. A CIM tech aka InR would have that info along with engineering group.

Recently had an install were the customer had a pole in his yard that only had 2 pairs of wire left as wires were being split at junctions... both pairs were being used by neighbors to provide this account service had to come from the opposite direction result longer loop length less service than neighbors.

The wires have to be there... in good shape... and available from a local source.
This is based on direction of wiring and where original feed from.

Those on the other side of the street is an area served by a VRAD but the phone copper plant serves that area.

As your on the other side of the street your phone wire copper connection does not come from there but a different directions.

I have seen homes with the Vrad right across the street 200 to 250 feet away but there service connection is 4500 to 5000 feet away from an opposite direction.

Have also seen homes 1000 feet from VRAD but lines go up one street crosss the block and back down the next street making a U shape. Where you are in the U determines type of service and speed availability not the line of sight to VRAD.

The Uverse premise tech or wire tech in SE of USA does not have to blueprints of wire layout... type of wire... or number of connections in bundle. A CIM tech aka InR would have that info along with engineering group.

Recently had an install were the customer had a pole in his yard that only had 2 pairs of wire left as wires were being split at junctions... both pairs were being used by neighbors to provide this account service had to come from the opposite direction result longer loop length less service than neighbors.

The wires have to be there... in good shape... and available from a local source.
*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: Why faster service is not at a specific address?

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Jun 7, 2014 11:01:12 AM
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Dear my thoughts,
 
Everything you mentioned makes sense.  Let me expand on the original summary.  First, all wires are underground here.  I am in the middle of the neighborhood in a 7-house cul-d-sac.  The 4 houses on the West side have 18Mbps, the other 3 (I am in the middle) have 1.5.  All lines were laid in 2000 when the 500-house subdivision was built.  There is a long east-west street to the north and one to the south. (Our inlet is to the southern street.)  Because of the wierd layout, my back fence connects with 1 on each of the E-W streets.  Residents have sporatic (mostly 18) speeds on both of those streets.  Both my backyard neighbors have 18. 
 
Last year, flags were placed on our cul-d-sac for the city's planned street work. For the Oncor electrical flags, they ran north-south and didn't follow the street pattern at all.  For the AT&T flags placed every 10 feet or so, it followed the sidewalk all the way around the circle and out to the southern street on both ends.  Every house or 2 has a tall junction box in the front yard.  As far as available wires, the house next door (1.5Mbps) has been vacant since August 2013.  A house across the street just had 18Mbps installed yesterday, I've been trying since March 7th.  
 
Maybe I need to open the utility junction and see what is available and inspect the quality of the wires?  AT&T has refused to roll a truck multiple times. Once they said the could but only if I pay $149 up front, because I was told any wire problems between the CO and my house would be at my expense. (I know that is not true, but it is what Customer Service has said.)
 
Sincerely,
Need Faster Service
 
 
Dear my thoughts,
 
Everything you mentioned makes sense.  Let me expand on the original summary.  First, all wires are underground here.  I am in the middle of the neighborhood in a 7-house cul-d-sac.  The 4 houses on the West side have 18Mbps, the other 3 (I am in the middle) have 1.5.  All lines were laid in 2000 when the 500-house subdivision was built.  There is a long east-west street to the north and one to the south. (Our inlet is to the southern street.)  Because of the wierd layout, my back fence connects with 1 on each of the E-W streets.  Residents have sporatic (mostly 18) speeds on both of those streets.  Both my backyard neighbors have 18. 
 
Last year, flags were placed on our cul-d-sac for the city's planned street work. For the Oncor electrical flags, they ran north-south and didn't follow the street pattern at all.  For the AT&T flags placed every 10 feet or so, it followed the sidewalk all the way around the circle and out to the southern street on both ends.  Every house or 2 has a tall junction box in the front yard.  As far as available wires, the house next door (1.5Mbps) has been vacant since August 2013.  A house across the street just had 18Mbps installed yesterday, I've been trying since March 7th.  
 
Maybe I need to open the utility junction and see what is available and inspect the quality of the wires?  AT&T has refused to roll a truck multiple times. Once they said the could but only if I pay $149 up front, because I was told any wire problems between the CO and my house would be at my expense. (I know that is not true, but it is what Customer Service has said.)
 
Sincerely,
Need Faster Service
 

Re: Why faster service is not at a specific address?

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Jun 9, 2014 4:42:10 PM
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Community Support

Hi @wantfastersrvc,

 

We have received your message and look forward to working with you to get your 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 @wantfastersrvc,

 

We have received your message and look forward to working with you to get your 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: Why faster service is not at a specific address?

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Jun 14, 2014 9:37:56 AM
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Update to thread:
David T and team will upgrade my line! Yeah! We agreed to a delay until the week of June 23 due to the fact I cannot be without Internet until the 20th and he has vacation. I'm fine with our agreement and will update this thread, hopefully with kudos, after June 23rd.
Update to thread:
David T and team will upgrade my line! Yeah! We agreed to a delay until the week of June 23 due to the fact I cannot be without Internet until the 20th and he has vacation. I'm fine with our agreement and will update this thread, hopefully with kudos, after June 23rd.

Re: Why faster service is not at a specific address?

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Jun 25, 2014 2:58:03 PM
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Update: A U-verse tech came out and got me up-to-speed (18Mbps)! As I thought from the beginning, there was a problem with the line. The tech stayed until I was registered and had some devices connected. The only thing left is for AT&T or contractor to bury the line running across my driveway and front/side yards.
Thank you David T and team!
Update: A U-verse tech came out and got me up-to-speed (18Mbps)! As I thought from the beginning, there was a problem with the line. The tech stayed until I was registered and had some devices connected. The only thing left is for AT&T or contractor to bury the line running across my driveway and front/side yards.
Thank you David T and team!

Re: Why faster service is not at a specific address?

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Jun 27, 2014 6:02:08 AM
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FINAL UPDATE on this thread:

New service installed Wednesday afternoon with a cable across the yard... I came home yesterday (Thursday) to find a contractor crew putting the cable underground!  I signed up for down/up of 18/1 and several speed tests are showing downloads between 14Mbps and 21Mbps!  That's the difference of the U-verse Care team!  The standard Customer Service installation was giving me a download range of 0.4Mbps to 1.3Mbps.

 

The job is now complete and I am once again a happy AT&T customer... thanks to David T and the U-verse Care team!

FINAL UPDATE on this thread:

New service installed Wednesday afternoon with a cable across the yard... I came home yesterday (Thursday) to find a contractor crew putting the cable underground!  I signed up for down/up of 18/1 and several speed tests are showing downloads between 14Mbps and 21Mbps!  That's the difference of the U-verse Care team!  The standard Customer Service installation was giving me a download range of 0.4Mbps to 1.3Mbps.

 

The job is now complete and I am once again a happy AT&T customer... thanks to David T and the U-verse Care team!

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