Brand New (unhappy) Uverse Customer

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Tutor

Brand New (unhappy) Uverse Customer

So, today's my first day after switching from Cox. Reiterated to the sales person that internet speed was my most important concern, so i signed up for the 18Mbps plan. When the installer was here, I noticed the speed wasn't great, but wasn't too slow. He left at about 4:00 pm, and my internet speed slowly decreased to the point that it is now .25 Mbps download. No Netflix, no Amazon Prime, even emails take forever to open. TV works great, but again, I don't care about the TV.

I found it funny that the "self help" areas of ATT websites only discuss slow browsing speed and want to know which browser I'm using. That's not the point, as none of my devices will stream at a speed that allows service.

Is this common? Is it a time of day issue?

If I don't get answers from ATT, I'll be canceling and returning to Cox before the weekend's over.
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Message 1 of 9
ACE - Professor

Re: Brand New (unhappy) Uverse Customer

How many TV receivers are running while you're trying to do these things? Also, are they running HD too?

 

Are you doing anything else while trying to view email such as watch videos or downloading files?

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Message 2 of 9

Re: Brand New (unhappy) Uverse Customer

You need to provide more info..Are you using a wireless connection to your computer? If you can try and plug into the RG direct with ethernet cable and do a speed test there and post back.

Message 3 of 9
ACE - Expert

Re: Brand New (unhappy) Uverse Customer


Lwilham wrote:
So, today's my first day after switching from Cox. Reiterated to the sales person that internet speed was my most important concern, so i signed up for the 18Mbps plan. When the installer was here, I noticed the speed wasn't great, but wasn't too slow. He left at about 4:00 pm, and my internet speed slowly decreased to the point that it is now .25 Mbps download. No Netflix, no Amazon Prime, even emails take forever to open. TV works great, but again, I don't care about the TV.

I found it funny that the "self help" areas of ATT websites only discuss slow browsing speed and want to know which browser I'm using. That's not the point, as none of my devices will stream at a speed that allows service.

Is this common? Is it a time of day issue?

If I don't get answers from ATT, I'll be canceling and returning to Cox before the weekend's over.


Are those speeds wireless or wired? If wireless, see SomeJoe's great wireless interference thread:

http://forums.att.com/t5/Features-and-How-To/How-to-Minimize-Wireless-Interference/m-p/2303003#M1138

Also see the SJ post:

Please Read for a Potential Solution

For many people, the DHCP problems with the 2Wire routers can be solved by configuring the RG as follows:

1. Go to http://192.168.1.254/xslt?PAGE=C_2_1 which is the RG's wireless configuration page.

2. Change the setting "Wi-Fi Protected Setup" to Disabled.

3. Change the setting "Authentication Type" to WPA2-PSK (AES).

4. Click the "Save" button at the bottom.

5. This procedure may ask for your RG's password. The default password for your RG is printed on a white sticker on the side of the RG (3600HGV, 3800HGV-B, and 3801HGV) or on a white sticker on the backup battery (i3812V).

Disabling WPS should help with the DHCP timeout issue and general wireless connection problems.

 

Setting authentication specifically to WPA2-PSK/AES improves connection reliability on Macs and other Apple products.

 

Good luck Smiley Wink

 

Chris

_________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
or ATT Customer Care (all other problems)

Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*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.
Message 4 of 9
Tutor

Re: Brand New (unhappy) Uverse Customer

Thanks for the suggestions. I called customer service the man on the phone said I should not be getting anything less than 15 Mbps most of the time. ATT dispatched a tech ("between noon and 4:00" but showed up at 5:30). He swapped out my router, switched me to a different line from their main box, and still no love. He will come back on Monday to run a new line from my outside box through my attic to my router. He said if that doesn't fix it, they'll have to do some work between my house and their main box.

TV is awesome, and I've been happy with their customer service and attitudes (aside from running late), if we can get the internet speed up to par, I'll be happy with the switch.
Message 5 of 9
Tutor

Re: Brand New (unhappy) Uverse Customer

Thanks. Last night, no TVs on, computer was on, but not browsing the web. One iPad up and running.
Message 6 of 9
Tutor

Re: Brand New (unhappy) Uverse Customer

Thanks. If they can't get me up, I'll definitely try this!
Message 7 of 9
Community Support

Re: Brand New (unhappy) Uverse Customer

@Lwilham , has this issue been resolved? Did the tech come out on Monday? Let us know!

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Employee Contributor*
*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.
Message 8 of 9
Tutor

Re: Brand New (unhappy) Uverse Customer

Yes you are absolutely right. They do not have technical support. What they do offer are viruses that take over your system. Absolutely loyal to their consumer I have been one for 15 or more years. last November they installed a device in my home that was already compromised and infected. now all of of the products AT&T provef including my cell phone are inoperable. I have 3 devices still under factory warranty they are costing me more money the news. my brand new computer no longer works because of this. AT&T refuses to give me any service or security. When I asked them where I could go for assistance Att reps tell me they are not responsible for my saftey or security and left me with inoperable what factory warranty cell phone computer and there internet modem. When I asked to go to provide them with the documentation of what has happened they tell me the reason. That my products are working fine. The device they installed was in November 2016 my phone started acting out in December 2016 when i first started looking for assistance. That is when my phone began to act oddly and functions started to disappear. They continually told me there was nothing wrong with my phone.
I bought a brand new computer that no longer works my . Any organization company service provider would not do or say the things that they've said to me. Names use me downloading apps they accuse me of being a liar. As a single female this has become a very frightening situation and I have slain that to attend. The more explain what was going on the more the insisted there was nothing wrong withe my phone. On my end both my computer and my phone I can see what's going on. They have been taken over by some huge entity. It's been very challenging and just hurt me to know that the people you pay your good honest dollar to don't care but also blame you. Anybody in their field servicing the public consumers would at least look at this I can't even get that. I've been I pleaded I took responsibility told him okay I get it I still need your help. All that weekend she is concerned about is getting your money if you are a day or two late you will be shut off. technical support factory reset or replace my products that are still under warranty. And I can't get anybody to answer to that. I can only assume that it would mean they are concerned that they would be responsible in any way. Or the public know there are more 30 confirmed modem still out there. I want to thank AT&T for all your years of wonderful service I want to say thank you for compromising my students. How you can bypass the privacy policies I am responsible for and that the Department of Education puts it place I have no idea. I do know what you represent is a lack Integrity honesty or any human decency your interactions say it clear. You are more concerned about Financial gain then then your customers . However it is worse you have no respect or concern for education, children and what you are creating for the future of america.

Good luck newcomer don't say I didn't warn you.
AT&T be seeing you soon
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