08-26-2010 11:01:06 AM
Not concerned about TV because we are very happy DirecTV customers!
And I have been told by pretty much every tech that has been to the house - we are somewhere between 4200-4700 feet from the VRAD. Not sure why software doesn't show that (had been told the 3000 ft. thing on the phone before as well). In this case - I tend to defer to the guys who actually run the lines.
Yet another update from this morning:
Got a call at about 9AM from a lady at dispatch asking if I wanted a tech to the house... I asked why?
She just said that it looked like I needed someone (no official request or trouble ticket...??)
I said that, if another visit would guarantee a fix, then sure - but otherwise... I also pointed out that there are around a dozen open trouble tickets... why open another?
She said she would find the most recent and get it to the "right person".
Got a call about 20 minutes later from "Chris". I believe he is part of the escalation team. I explained that I have Comcast on my schedule to set up installation. He said he would like one last attempt to fix the problem.
He ran tests, said that lines are indeed clean - and that there is no reason, as far as lines are concerned, for us to have the problems we are having. He had me run some speed tests - had me try a couple of different servers. Speeds were up to 3Mbps....
He then said he would be doing some investigating and would call back.
10 minutes go by, and he asks me to again run some speed tests - First actually was around 4Mbps. He told me to hold on a second - he was lowering my rate in the system to 6Mbps. After a few minutes, he asked me to try the test again - and it came out 5.4 - 5.7Mbps. He had me try a few times to see if it was sticking, which it apparently did. He then said he was going to up it back to 12Mbps, and to give it a few minutes to get through the system.
After about 5 minutes he said to run the test again - and speeds jumped up to 8.3Mbps. Several tests showed it apparently sticking. He said that the next step is getting the network folks involved. He said that he was monitoring the connections related to my line. He said that 1024 simultaneous connections are allowed - but it was showing, even during the tests, that close to 900 of them were unutilized - which he said indicates there is a problem with AT&T's networking in relation to our service. He said he would be putting this in and getting back with us shortly.
A little over an hour goes by, and Chris calls back again - said that he had been in a conference call with another supervisor and two engineers from the company that developed the hardware. They wanted a tech to come to the house and install a direct line from the INID to the gateway in the house. He said they wanted to make absolute sure that there were no glitches in the old phone wires/splices/etc. Tech is in-route as I type to run that line. I was assured that there would be no cost for this. I picked up a sense of urgency in his voice -
08-26-2010 11:29:54 AM
At least they are concerned enough to discover what is going on. Good luck!
08-26-2010 11:32:08 AM
My wife just called to put on the tech (Jonathan) who just completed his work at the house.
He ran CAT5 from the iNID outside directly to the modem (assuming put another hole in the outside wall). He said that he has run a serious of speed tests and it is consistent at 11.1-11.4Mbps. He believes that this should be the end of the trouble. He was heading out to his truck and was going to call in - apparently there is still a conference call going on - and they are waiting for an update.
Will be late this evening before I have a chance to test it out myself. We shall see....
08-26-2010 11:50:47 AM
Hope it's a winner. We had TV issues here with coax from the NiD (TW junk). And after they did the Ethernet from the NiD, things improved.
08-26-2010 02:12:48 PM
You know, that didn't really occur to me, but I'm betting he may have found the problem. If I remember correctly, the i3812V is the outside unit and connects to the i38HG unit inside. I think the default connection for them is HPNA over the phone wire, but that could have a lot of issues. Using a direct Cat5e run would solve that if that's where the problem is.
Check your corrected and uncorrected blocks and see if they've gone way down.
08-26-2010 08:10:22 PM
You are correct on the hardware. Apparently, what it comes down to:
1. The tech that installed, decided on his own to relocate the entrance point for phone service. In the process, he created another long run of cable all the way around the house to hook into the existing distribution.
2. Though the lines in the house were tested/checked - including the outlet that the modem was plugged into (and the long phone cord that was used to connect), apparently what tests as "good" on the surface, may not be "good enough" for this equipment.
3. There were some very major issues with AT&T's lines, not just right behind the house, but all the way back, basically to the VRAD. Everything from bridge tap, to old splices, to weathered splicers, to poorly done connectors in the riser - and the list goes on.
4. While there were issues both at the house and with the lines - no-one wanted to take ownership and just get it done. Add to that the multiple layers of trouble - and one tech would come, and some even fixed a particular problem - but that just uncovered the subsequent issue. Like peeling the layers of an onion - pull away one, and there is another under that.
5. Something needs to be done about procedures and protocol for checking internal house wiring or a direct line should just be an automatic - especially in an older residence.
6. There were some issues with AT&T's provisioning. After the final line fixes on Wednesday, those layers of trouble were finally removed - exposing the last two weak links - house wiring that was good enough for clean voice - but not for the super-sensitive equipment used for U-verse (iNiD), and an issue with AT&T's network provisioning. Chris was able to get speeds up partially, but consistently by overriding my provision - dropping it down to 6Mbps, letting it get in the system, which brought it up to close to 6Mbps, then upping my service back to 12Mbps, which brought it up to 8Mbps... which then exposed the final weakness - the house wiring.
Word to all U-verse installers - be sure to thoroughly check (as much as is practical) the wiring that you are relying on to get the signal where it belongs. If there is ANY reason to doubt, then go ahead and run a dedicated line to the gateway inside. It will save grief later - and takes away that possibility if there are problems. I guess this is part of what feeds the finger-pointing between prem techs and I&R guys - because they both tend to not chase all their problems down. Fix the first thing that you come to and then hand it off to the other guys...
On the bright side - I got phone call from Robert (forgot his last name - have it written down at my office) who is apparently pretty high up in the food chain (identified as an executive...) who not only was making sure that things had actually been fixed, but also to let me know that my account had been "zeroed" - meaning the entire amount of the install, first full month, and partial previous month (pro-rated) were no longer due. He instructed me to call him directly if I have any more problems.
I guess AT&T really wanted to keep us as customers. I guess persistence is the key.
08-26-2010 08:58:11 PM
I've been following your install and its been like reading the Harry Potter books. Kept waiting for the next installment to be posted.
It sounds like the U-Verse Internet and Phone is finally up and running the way it was designed to do. Congrats on your patience and perseverance.
Hopefully Robert will be able to institute changes to ensure that others wont have such a problem.
08-26-2010 10:23:42 PM
Very good! Hope it will work the way it should from now on.
11-08-2010 02:00:11 PM
Issues are back... did the tech chat, hard rebooted the RG (unplug and replug) on the instructions of the tech.
AFter a LONG reboot, speeds were back up. Tech said tests showed line signal problems before the hard reboot that cleared after...
OK - whatever.
Then today, I come home, walk in the computer room to hear a beep and a red blinking "battery" light on the 2Wire power supply box for the RG. Further - speeds are back down. I go ahead with the now memorized series of troubleshooting ending with the same reboot of the RG.
Nothing changes (though the broadband/service seems to be back "up" quicker).
Now on chat again - and agent wants me to click the "gear" in my Safari browser... ummm.... what gear? Agent again confirms the version of Safari I am using. Then is "silent" for a good 10 minutes...
Now wants me to use a different browser.
11-08-2010 02:02:33 PM
I don't know if anyone has suggested this to you because I haven't been reading your posts. Have you tried contacting David or his staff? If not you can use the hyperlink in my sig to send him an email with your issues. But based on the number of posts in this thread this suggestion has probably already been offered.
11-08-2010 02:57:51 PM
OH - yeah. I went through David and his staff back in August when the install went so horribly wrong. After all was said and done, I even had a call from an executive somewhere well up the food chain. If I could find the information he gave me - he gave me direct contact info to let him know if there were any further issues. But right now, I cannot find it.
It took getting a PremTech and a line tech plus a manager all out to the house at the same time so that they would quit passing the blame back and forth. After replacing lots of splices/connectors/etc between our drop and the switch box, and after running the direct cat5 from the wall (RG) to the i38HG, things worked... for a little over 2 months.
Now the symptoms have returned - even to the battery light on the iNID unit.
A tech is scheduled for tomorrow morning. I also dropped David & associates an email with the chat transcript from today.
11-08-2010 03:02:36 PM
It is probably something small that everyone has overlooked. Suggest that your service be moved to a different port in the VRAD. I hope the issue gets resolved for you tomorrow.
11-10-2010 11:52:18 PM
No such luck... Tech showed up. Though his tests again showed some "noise" in the line, he sat at my desktop and pulled up speedtest.net, which returned over 11Mb/s consistently. Ran it on my work laptop (via wireless) - consistent 7+Mbps.
He spent over an hour - running tests, and running speedtests. He never did anything to the equipment (didn't even reboot it). It stayed up the whole time. But he put a ticket in anyway for I & R.
Well - the line tech showed up a couple hours later, disconnected service, ran tests (voltage applied, etc.). Came back a while later, said he fixed a suspected bad spot, but didn't have confidence that it would solve the problem. His theory - water in the cables... water that was evaporating with the warming day/sunlight/applied voltage.
Well - he was right - problem has returned - speedtest reports, at best - around 6Mb/s. More typical is somewhere between 4-5 Mb/s.
I have again emailed David and his crew. I heard back the other day - "Matt" had unpovisioned my account, and reprovisioned it - which temporarily bumped the speed up (for about an hour). But that was before the tech visits.
So I have fired off updates to his crew...
11-11-2010 05:36:34 PM - edited 11-11-2010 05:43:22 PM
Granted I dont have AT&T for internet, but when I do a speedtest to Memphis TN the results are much slower than other sites. These are from Jacksonville Fl, my laptop, wireless N and 22/5 Mb/s service from Comcast.
You might try a different site for testing.
11-19-2010 08:19:32 PM
My installation experience:
11-22-2010 10:53:13 AM
11-12-2010Called back. Transferred to dispatch. Looking something up. His system was slow. He said he would call back in a few minutes. Gave a fake number to call back if I did not hear from him. ( A number in area code 188 that incurs charges if called. ) He never called. Call time 20 minutes. Not only did this guy blow me off, but he gave me a callback number that would have created a whole new set of problems if I had called it. This guy should be fired.
Okay, this makes absolutely no sense. There isn't, can't, and probably never will, be an area code 188 in North America. Hmm... could it be that you didn't write it down correctly? Maybe he said 1-888-xxx-xxxx and you dialed 1-1-888-xxx-xxxx (which just isn't valid and shouldn't cost you anything).
For everything else you said:
Granted that AT&T is a huge conglomeration of different entities that have a hard time getting their act together, but I'd say a large portion of your problem with this install is trying to get too cute for your own good. Ordering with a delayed installation to make sure you got your equipment. Requesting a specific pair to be utilized.
When you're dealing with a behemoth, speak slowly and use words they understand. Don't expect them to be nimble in any way.
11-24-2010 05:09:21 PM
The number made no sense to me either, and I asked him to repeat it twice. It was late on a Friday, and I think the guy just blew me off.
I did not request a specific pair, I simply ordered DSL service without phone service. They decided to attach it to my home phone, which was definitely not what I wanted or needed.
When I asked about moving the start date up, I would have been perfectly willing to accept it if they had simply said, "No, we can't change that". Instead they sent me down the path of continuous order cancellation/reentry.
When speaking to a behemoth who voluntarily promises to follow up with a call back or an email or a technician visit, and then fails to deliver, I refuse to accept any blame for not "speaking slowly enough". I do not expect nimbleness, but I do expect them to meet commitments that they make by following through. If they can't do it, they should not promise it.
11-27-2010 11:16:56 AM
My bill arrived and sure enough they are trying to charge me $149 for the installation which I did myself.
I went onto an online chat with the support, and they told me to call customer service at 1 858 576 8773. It was the day after Thanksgiving, and I asked if they were operating on the holiday. "Oh Yes, they are like us...they are here 24/7 to support you." When I called I got a message saying to call back during regular hours.
It is almost hilarious how little the left index finger of this company knows about what the left thumb is doing...
11-29-2010 12:29:59 AM
Sadly, I agree that the communications company doesn't communicate well.
Only phone TS is open 24/7.
Call the number in my signature today and ask for Sales (not billing).
Since it could take 2-3 billing cycles for that credit to show up, ask them to adjust your next billing for that amount and give you a corrected amount to pay.
12-01-2010 08:36:12 AM
Well, I finally can say that they did something right.
I called customer support, and when I did talk to someone, they were very quickly able to adjust my bill and remove the $149 pro installation charge. Easy. It took about 45 seconds. (Not counting ~6 minutes on hold, but hey.)
If they can start to have this kind of customer responsiveness more often, maybe there is some hope for them.
12-01-2010 09:07:41 AM
There is a breakdown in communications within their billing system, IMO.