Kinda mad right now over customer support

[michael.palacio…]

I ran somejoes realtime tool and I got the readings saying my recommended profile is 32/5 but the tier 2 tech said only a technician can request ot change it and I really want to change it but this tier 2 tech refuses 

[michael.palacio…]

[texasguy37 ACE - Champion]

Send a PM to Alex who is an AT&T Community Manager on this forum.

[michael.palacio…]

you would think I can have the 32/5 line profile right 

[SomeJoe7777 ACE - Geek]

Your download rate looks like it should support it (although only barely). However, the upload rate might not, and there is no way for UVRT to make that determination.

If you do get your profile raised to 32/5, run UVRT and make sure the upload profile rate shows 5040 Kbps. If it's showing less than that (down into the 4xxx Kbps range), that means your upload bandwidth is not handling the profile, and you should be put back on 25/2.

[michael.palacio…]

Alright I am still trying to get it changed and I will check when it does I sent a PM to alex 

[ATTAlexCM]

Thank you @texasguy37 & @SomeJoe7777!

---

michael.palacios25 wrote:

I ran somejoes realtime tool and I got the readings saying my recommended profile is 32/5 but the tier 2 tech said only a technician can request ot change it and I really want to change it but this tier 2 tech refuses 

---

Welcome Michael and thank you for posting. I'm sorry to hear about the ongoing trouble. I received your Private Message and replied.  Since this is account specific, please check your Private Message inbox (blue envelope, top-right) for the information needed. We'll get you in touch with the group that can look into it.

Regards,
Alex

[michael.palacio…]

Thank you alex the person you said contacted me and is now trying to get me in touch with Technical support

[RCSMG ACE - Master]

Let us know what happens.

[michael.palacio…]

I will the tech support already contacted me but it was at like 8:50 and he gets off work at 9:00 so I Do not expect him to work on it because he probably has a family waiting 

[michael.palacio…]

Thank you Travis,Robert,Alex,marcus, and everyone else on this forum post I am able to run 4HD streams with my internet running at a little over 6mbps I just really wanted to have the 4HD streams So I never will have to consider Directv again 

[RCSMG ACE - Master]

Thanks for posting how things worked out.  Enjoy.

[michael.palacio…]

Alright Somejoe My Raw line rate is at 45428/6991 and Calc user Line Rate is 36342/5243 so Im pretty sure my line can handle it 

[SomeJoe7777 ACE - Geek]

---

michael.palacios25 wrote:

Alright Somejoe My Raw line rate is at 45428/6991 and Calc user Line Rate is 36342/5243 so Im pretty sure my line can handle it 

---

What is the Max Rate and the Profile Rate (top right of the IP/Profile tab)?  Those figures you posted are calculated from the bitloading graph -- they're not necessarily what the line is actually running at.

[michael.palacio…]

my max rate is at 41950 and the profile rate is at 32341/5040

[SomeJoe7777 ACE - Geek]

---

michael.palacios25 wrote:

my max rate is at 41950 and the profile rate is at 32341/5040

---

OK, that sounds pretty good, keep an eye on it and make sure that the errors on the Error Table don't start to rack up.

[michael.palacio…]

Do you know how to make my t.v.s recognize the new profile?

[texasguy37 ACE - Champion]

---

michael.palacios25 wrote:

Do you know how to make my t.v.s recognize the new profile?

---

If you don't see the 4 HD profile on one of your TV's, restart the U-verse receiver.

[michael.palacio…]

Yeah its just one of my wireless ones its refusing to update the other three show up already (after a reset of course)

[texasguy37 ACE - Champion · Accepted solution]

Unplug the wireless receiver for about 30 seconds.  Then plug it back in.

[michael.palacio…]

Thank you it worked 

[texasguy37 ACE - Champion]

You're welcome.  Glad that worked.

[RCSMG ACE - Master]

Thanks for posting.

[mikeaveli007]

I'm having the exact same issue trying to get my line profile updated from 19meg to 25 meg.  UVRT shows the 25meg profile is recommended. Tier 2 support was questioning why I wanted it upgraded and basically told me it wouldn't really change anything so I told them I would get an extra HD stream and qualify for faster internet speed which is why I want it upgraded.  Then he said that they don't do it at the customers request, it needs to be authorized by a tech and asked if I wanted a tech to come out to check the line so I agreed and set me up with an appointment yesterday and the tech never showed up.  I just PM'ed Alex as was suggested by Texasguy. 

[mikeaveli007]

Just wanted to report that Alex got back to me and I sent him my info and Kenneth called me and was able to get me upgraded over the phone!  Thank you guys for the help and direction.  

[JefferMC ACE - Wizard]

Thanks for updating us on your experience, mike.