slow speeds/disconnects/customer support

[tomskag]

my service started on the 15th of this month and i have spent the past 3 days trying to get help to no avail. I have signed up for the 6mb dry loop service as i already own an iphone dont need a phone line.

the first problem was with random disconnects, i called customer care and scheduled an appointment on friday for 4-8 as my time slot. no one showed up and i was given a number to call, i was also told that i was rescheduled for the convinent 9 hour time slot of 8-5 on saturday.  saturday morning i called the number and spoke to a woman in st. louis about shrink the time slot down so i wouldnt have to waste my saturday sitting around the house for up to 9 hours. she said that she could do this and told me she would call back in 15 minutes with the new time slot. She never did, but around 4 oclock i got a call from a tech saying that he would come and work on the Nid outside of my apartment. ( i belive the disconnects were due to a high attenuation rate and low sync rate). he must have came out becaause when i came home that night the disconnects stopped, and the modem said it was connected at 6mb. i ran a speed test 5.2 mbs up! i was really happy and satisfied with this. oddly though speedtest.net read my ip as one located in kansas, i live in indiana. i didnt care though because my internet would stay on and it was fast.     fast forward to this morning. i wake up to check if the latest ubuntu build i was downloading overnight had finished. it didnt, i had a red "internet light". i think it said pap authentication error . so i power cycle the modem and it comes back on. Speedtest.net says i was running at 1.2 mb and my ip read i was in indiana. i called tech support again. they bring up that it might be  abad modem. i asked " so you sent me a bad modem?" she said no " the modem might just be bad"  then asks " when did you get it. i told her it was only a few days old, she said it was odd but wouldnt admit to sending out a DOA modem.  So i grabbed a spare motorola 2210 modem from a friend, the same as the one i had. the disconnects seemed to haave stopped but now im running even slower, 765kb up. and i put all my info into this new modem.  so thinking that i had a bad modem i call tech support back with the intention of seeing if theyd just send a new modem to me and id send the old one back. i was also going to see if they could tell me why my speeds were so slow. 1-877-722-3755 the 24/7 number that called earlier today now seems to be closed and i was told to call back during normal hours.... now my only hope is waiting for my tech who is supposed to come tommorow sometime, and hope that he doesnt blow me off like the first time.

the only ticket number i have is *personal information removed for safety*

thanks for  reading my rant.

hope is wasnt  tl;dr

Andrew

[tomskag]

DSL Information ATM Information PPPoE Information IP Information IP interfaces Routing Table LAN Information Devices on LAN Ethernet Information

Statistics

Line State Up Modulation DMT Data Path Fast

To Modem To Internet Max Allowed Speed (kbps) 1952 320 SN Margin (dB) 12.0 7.0 Line Attenuation (dB) 42.0 31.0 Loss of signal 0 544 Loss of frame 0 0 CRC Errors 321 15

VPI / VCI 0/35 In Octets 53050171 In Errors 0 In Unicast Packets 71630 In Non Unicast Packets 0 In Discard Packets 0   Out Octets 37308955 Out Errors 0 Out Unicast Packets 66838 Out Non Unicast Packets 0 Out Discard Packets 2393

Session Status: Up Server MAC Address: 00:30:88:10:ab:65 Session ID: 1629

Internet IP Address 99.136.193.217 Internet Gateway Address 99.136.195.254 DNS Servers 68.94.156.1 dnsr1.sbcglobal.net   68.94.157.1 dnsr2.sbcglobal.net

Address Netmask Name 192.168.1.254 255.255.255.0 Ethernet 100BT

Destination Netmask Gateway Interface - - 99.136.195.254 WAN vcc1 192.168.1.0 255.255.255.0 192.168.1.254 Ethernet 100BT

Modem IP Address 192.168.1.254 Modem Netmask 255.255.255.0 DHCP Address 99.136.193.217

IP Address MAC Address Name Status 99.136.193.217 00:22:15:f2:d0:5f eee Active

MAC Address 00:24:c8:07:ce:b0   In Octets 60355882 In Errors 0 In Unicast Packets 185891 In Non Unicast Packets 4849 In Discard Packets 0   Out Octets 80634687 Out Errors 0 Out Unicast Packets 181620 Out Non Unicast Packets 1006 Out Discard Packets 0

[tomskag]

they decided to answer the phone this time, im currently on hold with a 2nd teir technician

[EvelinMoore]

I'm never suprised I'm not even getting that kind of speed and paying for 100 mbps ... seems I'm only worthy of 56k which actually is much slower usualy around 36 to 44k... as to customer service that is more than just lacking and since I'm keeping screen shots of all those "slow" downloads" it's going to be a pleasure after months of trying to get the speed adjusted and "amped" up to the correct download speed I'll be posting a "Publication" in the local paper with the joy that I have information and "proof" that AT&T misleads it's customers and does NOT deliver the service they promise

Sad thing is all this time I've been paying for a premium DSL service and getting substandard service as well as care

[SC00TER313]

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EvelinMoore wrote:

I'm never suprised I'm not even getting that kind of speed and paying for 100 mbps ... seems I'm only worthy of 56k which actually is much slower usualy around 36 to 44k... as to customer service that is more than just lacking and since I'm keeping screen shots of all those "slow" downloads" it's going to be a pleasure after months of trying to get the speed adjusted and "amped" up to the correct download speed I'll be posting a "Publication" in the local paper with the joy that I have information and "proof" that AT&T misleads it's customers and does NOT deliver the service they promise

Sad thing is all this time I've been paying for a premium DSL service and getting substandard service as well as care

---

On friday; I am voting with my feet. My DSL has been going downhill for the past 4 months. It is at the point where NetFlix won't work any more. I have to reboot all 5 computers when my DSL goes off line, even when only one of them is actively connected to the internet; I have to rebott every machine. I can't even download a new map to my Garmin GPS. Their service sucks and always will. When it gets to the point where the customer has memorized the script "tech service" personnel go by: it is time to move on. Come friday: I AM GOING BACK TO CABLE for everything. I won't even entertain the thought of using AT&T for telephone service.

They have completely lost another customer. I would suggest getting out as soon as your contract expires.

[FOLDER]

We have had nomal private land line phone for at least 6 years. Wondered why our dial-up always has problems. Found out recently we only get 24 kbs - 26 kbs a sec. When Aol dial-up needs 28.5 kbs. When we lived in Saginaw, Mi. ,Cape Coral, Fl. & Fort Wayne, In. we always had up to 60 kbs, and everything worked fine, still slow ,but WORKED.

 Just found out since last repair they have 4 different # per line, cutting down the speed. Even though 2 years ago they ran fiber Optic lines through our front yard & acrossed the street ( Which we can not connect to ?? ) They want to add all these new services, but can not fix the old lines.

[FOLDER]

I finally got an answer from the main office here, they tried to tell me nomal phone lines only have to have 14 kbs. Thats BULL [word filter evasion]. Then way has any other place I lives had 60 kbs. Someone is lying, they just refuse to fix it.

[FOLDER]

Looks like I will have to cancel phone, and hook to cable. Which will be cheaper, and over 100 % faster.