6 hd streams ingress changed to 4 hd stream ingress

Good afternoon @Ichbingerard!

Welcome and thank you for asking this question. I can definitely help with information on the amount of allowed HD streams!

According to this page the amount of live HD streams which can be watched at once depends on the type of WAN profile. A 6HD/0SD profile can stream 6 HD at once.

I’m glad I could help. Thank you and have a great week!

Daniel, AT&T Community Specialist

That is my point my lan profile should be Streams 0SD/6HD WAN, NOT Streams 0SD/4HD WAN for I have a fiber to the home gigabit service connection here. It used to be 0SD/6HD WAN, but changed for some reason to 0SD/4HD WAN ingress. Used the chat feature and they noticed it to and tried to change it to the way it was but nothing has happened. Neighbor down the street had this happen but was able to get it back to Stream 0SD/6HD WAN.

I think ATTCares has all these boilerplate responses and chooses the one which closely approximates the problem and tweaks it here and there to personalize it.  Try sending and private message to @ATTU-verseCare and explain the situation and to request they put your profile back to what it was.  Tell them you know what it was.  You know that it worked.  And you don't need a table telling you what the profile meanings are.  Maybe you will get someone who replies and takes some actual action instead of replying with more boilerplate generalities.

...or maybe not! ... You got nothing else to loose.  Might as well try all the possible channels of communication.

As for calling tech support, if you are getting nowhere with the script-reading "droid" at the other end demand to speak to a manager, or better yet demand they connect you with tier 2 (assuming they still have a tier 2).

Now through 3 chat sessions they say they will place the profile back to 6HD streams but nothing happens. Sent many messages to at&t cares with no response.

I don't know what else to tell you.  I guess ATTCares doesn't.

Called tier 2 field support and they told me it is a system problem and would email me when they have it remedied. This was last week so far nothing.

Same thing happened to me. They said there is a problem in the ordering system that is preventing them changing it back to 6HD. No ETA.  

It's been a month and the issue hasn't been fixed on my account.  Who can this be escalated to for a fix?

6HD is back on my account. Thanks for fixing it. 

Hi Samuel,

Awesome! I am glad we were able to get this taken care of for you. It has been a pleasure working with you. If you have any other questions or concerns. Please do not hesitate to reach back out. We would be more than happy to provide you support. 

I wish you an amazing rest of your weekend! 

Vanessa, AT&T Community Specialist