03-30-2010 01:32:26 PM
I initially ordered Bellsouth DSL about five years ago. If I remember correctly, it was the DSL light plan. At that time, I rarely downloaded large files and wasn't particularly concerned with download speed. As time went on, and an increasing amount of video and music was made available to stream, I noticed my speed was just not up to par. So, I called Bellsouth and had them upgrade me to the 1.5Mbps speed. Immediately, I noticed my videos were still stuttering quite a bit. However, I lived with it. Some time later, I discovered through several speed test sites that I was only pulling down about .800-1.0Mbps. So, I contacted AT&T and they suggested I move to the 3Mbps plan, which I did. Again, I checked my speed, and although it had risen a bit (roughly 1.0-1.5Mbps), I knew something had to be wrong. So, I called AT&T again. They convinced me to move to the 6.0Mbps plan, which I did. Ran more speed tests, and found my speed to fluctuate wildly between 2.5-4.5Mbps. To make a long story short, more calls to AT&T brought four or five service techs to the house over the course of a few months. They tested this, and tested that, and rewired my jack, and swapped out some stuff on the side of the house. Still, no change. Each tech checked my line, said it was basically perfect, and that I should be getting better than the advertised 6.0 speed. They all just kind of shrugged their shoulders and gave up. My modem stats are below: Broadband DSL Line DSL Sync Up Internet Connection Up User ID *personal information removed for safety* Downstream Rate 8000 (Kbits/Sec) Upstream Rate 512 (Kbits/Sec) WAN IP Address *personal information removed for safety* Gateway IP Address *personal information removed for safety* MAC Address *personal information removed for safety* Primary DNS *personal information removed for safety* Secondary DNS *personal information removed for safety* Primary DNS Name dns.bna.bellsouth.net Secondary DNS Name dns.asm.bellsouth.net Funny thing is, my brother-in-law started having some connection issues with his DSL, as well. I walked up the street (we live in the same neighborhood) and decided to run a speedtest. Same exact issue as me. His speed was nowhere near what he was paying for (I think he was on the 3.0Mbps plan and was getting like 1.0Mbps) and it was fluctuating pretty bad. I've spent months troubleshooting this issue. Unplugged all the phones, connected computer directly to modem, filters on everything (except modem), AT&T loaded McAfee, etc., etc. It's important to note my upload speed is great (avg. 41 Kbits). Only the download is creating issues. So, with my brother-in-law and I having the same issue, and only living a few houses apart, could it be a bad card in the DSLAM that we share? I'm just totally frustrated because none of the techs seem to know what the issue could be. In fact, the last tech stated that the speed test sites are all wrong and that if the modem says I'm getting 8000Kbits, then I'm just fine. I think he just wanted to go home . Any advice/support will be appreciated more than you know.Minor update: I talked to AT&T the other evening and they moved me to a different "port". Nothing changed. Speed is still a whopping 2.5-4.5. On occasion I've seen the speed spike to 5Mbps, but not very often and only for a split second. A line specialist is coming to the house Friday morning. Is a line specialist different than the techs who have been to the house?
03-31-2010 08:02:26 AM
I am sorry you've been having issues with your internet service and getting a slow internet connection for quite a while now. If you have the 3.0-6.0MBps speed package, you should always receive the guaranteed speed of 3.0MBps and higher. Since you've already made sure that your DSL equipment are working and setup properly, and our field technicians confirmed that the physical lines are fine, definitely the slowdown is not due to an issue on your end. There's a possibility that AT&T cannot handle the network load that may cause the internet speed to slow down at times. Slower than normal speeds can occur due to local Internet congestion (Internet Traffic) when many people are online. The routers and servers used to provide the service may experience a technical issue or may be overloaded that temporarily slows down the speed. A possible resolution that AT&T can do is to move/rebuild your service to a different router/server. We send out field technicians/line specialist to check the AT&T's and other outside lines.
Again, I am really sorry for all the troubles you've experienced. We value you and your business. Thank you for giving us feedback so we can better serve our members.
03-31-2010 08:30:27 AM
03-31-2010 11:54:03 AM
As a last resort, the field technician/line specialist may request or process to rebuild you on another remote server/router. Don't forget to mention this to the service technician that will check your line this coming Friday.
04-02-2010 08:14:27 AM
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04-22-2010 03:18:03 PM
What years of tech support calls and line tech visits could not do, - Keep it spam-free -
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