10-26-2011 08:06:12 PM - edited 10-26-2011 08:15:25 PM
Let me start off by saying I am a DSL Tech Support Representative, and I am aware of most of the protocols/functions that go along with troubleshooting an internet connection.
At this time, we have made over ten calls to the at&t technical support desk in order to get these problems resolved.
Chronologically, we have had three modems replaced, a technician replaced our "dry loop" with a connection coming in THROUGH OUR WINDOW (so, the window has to remain slightly open so that we can access our internet that we are paying for), and have cords sprawled all the way around the house. I can provide pictures if necessary.
We had a tech dispatched multiple times as I said previously for an error occuring across ALL FIVE TERMINALS connected to the internet. 3 are wireless, 2 are hardwired. The error occurs simultaneously across all platforms. The error is "Broadband Link not available", followed by 5 minutes of nothing, and then "Resolution Successful". The technician repeatedly informs us that there is NOTHING WRONG, and the people on the phone say THERE IS. Multiple attempts have been made at correcting this issue such as modifying the VPI/VCI, modem replacements, line checks, and more. So far, the issue is still present. However, there is an addition to the old problem. I list below.
This is just the history of the past month or two. I will now outline the current issues we are facing.
Upon calling Tech Support to have our second modem replaced, our internet speed was downgraded from a 6 MBPS connection to a 3 MBPS connection. This was NOT AUTHORIZED by the account holders. The technician showed me on his screen, a comparison of our connection V.S. the neighboring connections. They are all on 6MBPS connections, while we are on 3. We were told 6 was not available in our area (after we were downgraded). I called in again to have this problem resolved, and was told we would receive a phone call within the next day or two. A week later, no call has been attempted by AT&T to reach us concerning this matter. At this time, I've run a speed test, and we are running a .20 MBPS download, and a .40 MBPS upload. Our UPLOAD is higher than our DOWNLOAD. Evidently there are problems galore.
- Technician put in an installation through our window which now requires it to be open at all times. Cords sprawled all over the house.
- Internet was downgraded without permission to a 3mbps connection.
- Current speedtests are showing speeds of .20 dl and .40 ul respectively.
- Still receiving the "Broadband Link Error" message consistantly, day to day, over ALL FIVE COMPUTERS at once.
What have we tried:
- Technician has been dispatched ~10 times. No resolution.
- Filters replaced.
- Modem replaced (3 total)
- VPI/VCI edited to 0/35.
- Endless powercycles.
- Hard reset of the modem.
- Multiple tests/diagnostics run by the phone-support.
- Multiple tests/diagnostics run by the live chat-support.
- Modem connected to a different power source.
- Modem moved throughout the house to possibly establish a better signal (even though two computers with the errors are hardwired)
We, at this point, are seriously considering a cancellation of service if these problems are not recognized and fixed by AT&T. Thank you for your time.
10-27-2011 01:54:31 AM
10-28-2011 04:41:51 AM - edited 10-28-2011 04:42:35 AM
UPDATE: I contacted Support regarding our speed issues (again), got a manager on the line, and was promptly hung up on after a few preliminary questions.
The best part?
When I attempted to call back, the office was closed.
10-31-2011 03:01:53 PM
I'm very sorry that you're having such issues with your DSL service.
I've just sent you a private message (little blue envelope, upper right hand corner). Will you please take a look and give me a quick reply?
I'm sure we can get this straightened out.
As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.
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11-02-2011 04:18:34 PM
Join the 500 hundred plus clients in the Harrodsburg and surrounding counties of KY. You can never call the technical support line and have anything corrected (especially and mostly all the time when it's AT&T problems). Instead they keep you on the phone for no less than 1 to 3 hours and in the end, you've wasted your time, not got the problem fixed and to boot they say well" I think their are some problems in the area that tech's are working on"!!!!
I can say until this past 1-2 years, I was very pleased with AT&T internet service and mail but now it is just a joke. I think I should be conpensated financially for all the time I have lost attempting to get my mail or internet to work as it should!!!! Instead the worst, is when they tell me they cannot help me and I need to be transferred to AT&T PAID HELP LINE!!!!!
Heck no, you provide a service and you should repair it at no charge when the problem stems from your inablity to keep up the systems stable with username and passwords and proxy settings!!!!
11-02-2011 04:20:36 PM
I would change providers if it weren't for cell contracts that haven't expired yet. But it won't be long now....Just 1 year or less!!!!!!
08-11-2012 01:47:08 AM
I am having the same trouble, my house gets 1-2 bars on my ATT wireless, have to go outside usually,my internet used to be fast but in the last 2 yr. It has gotten worse. Had to a new router, started havening connection lost issues, ATT sent a new one, hasn`t helped. Constantly unplugging to reset. My phone bill is about $80 a month, my wireless 113, and my service sux for. I feel like I have been mislead as far as the coverage goes, it shows on the map that my house has the best signals, but it is the worst. I feel like I sign up under false pretence. What solution is there, for home or wireless??
12-08-2012 08:22:24 PM
I'm back, a year later. Want an update to this story? I'll direct you here:
04-23-2013 03:46:55 AM