Super slow download Uverse

[bruceblackwell]

Our Uverse has become very slow (last 3 tries with speed test were 1.7 mbps, 0.87 mbps and 1.88 mbps) and we are paying premium for 18 mbps. In addition the RG won't recognize our ROKU box (either wired or wireless). Wireless failed overnight last week. ATT is, of course, no help.   Advice? Ideas?

[texasguy37 ACE - Champion]

Are you getting the same speed test results with both wired and wireless connections?

[bruceblackwell]

computer on which the test is being run is wireless only. Apparently the wired output on the RG is missing completely.

[texasguy37 ACE - Champion]

If these low speeds are wireless, you may have wireless interference.  See the thread below:

http://forums.att.com/t5/Features-and-How-To/How-to-Minimize-Wireless-Interference/m-p/2303003

If the ports on your gateway are not working when you connect a device using an Ethernet cable, you may have a bad gateway.  You should call Technical Support at the number shown in my signature.

[feta_mgp]

This is the same issue I've been having for over a month. Wired or wireless connections don't make a difference.

We've had technicians out in the past month I would say 7-8 times to try and isolate the issue, all they've done is send different techs each time without informing them of the issue and all they do when the get here is perform the same B*S* tests and give us the same B*S* answers.

The last technician told us at the end of his visit that his supervisor told us they're having "internet outages" in the area. Which of course is a total load of crap since I know several others in my area with U-verse who have had no issues whatsoever and we're all feeding off of the same vRad.

I've had two different "Tier 2" technicians talking to me telling me I have to perform tests myself to isolate the issue and find the device that's having it by "keeping a computer wired alone for several days and if the issue stops, switch to another device and go from there adding one device at a time" which is absurd, there are more than one of us in the household who use the computer everyday for work and personal purposes and having one computer connected at a time would just not work.

I would have thought after the first week in which 5 out of 7 days there were one or more techs at my house my issue would have been escalated to Tier 2 to begin with, but no it took me posting on the forum here to get that far. Talk about poor communication and poor customer service.

OP, don't waste your time, they're just going to waste yours and expect you to keep paying for your service. You may as well look into an alternative provider. That's what we're doing now.

[texasguy37 ACE - Champion]

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feta_mgp wrote:

I've had two different "Tier 2" technicians talking to me telling me I have to perform tests myself to isolate the issue and find the device that's having it by "keeping a computer wired alone for several days and if the issue stops, switch to another device and go from there adding one device at a time" which is absurd, there are more than one of us in the household who use the computer everyday for work and personal purposes and having one computer connected at a time would just not work.

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That is how you or anyone else should troubleshoot the issue that you are reporting.

[feta_mgp]

But I'm paying for a service. A service I'm not receiving. *I* should NOT have to run tests myself for something wrong with a service I'm PAYING for.

It's not *MY* job to be a technician for my own system. Especially when AT&T's own "Technicians" can't figure out the issue. They're trained, I'm not. Granted, I'm one of the types of people who could perform these tests, but the general population doesn't even know what an ethernet cable is let alone how wireless systems work, I deal with it every day at work. So, AT&T shouldn't be assuming people know how to perform these tests, they should be sending out qualified technicians to do it.

So at the end of the day, after over a month of issues and no resolution, I'm not wasting MY time to perform tests that should be done by THEIR so-called "Technicians" who quite frankly don't seem to know jack sh*t about what they're doing, they just rely on their tools and toys to tell them if the signal is good or not, and if it's not, they try the same bullsh*t "tests" reboot the system, reset the INID outside, reboot the system again, no? Didn't work? Too bad, they're stumped.

Not to mention their split of inside and outside techs is ridiculous. My inside techs can't work outside and the outside techs don't know jack about how networking inside works.

[texasguy37 ACE - Champion]

I see that you have another thread on this topic have already reached out to Alex.  If you don't want to perform the troubleshooting steps suggested, I guess you don't have to.

[fearlessuser]

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feta_mgp wrote:

But I'm paying for a service. A service I'm not receiving. *I* should NOT have to run tests myself for something wrong with a service I'm PAYING for.

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Exactly. You're paying for the serivce. If the issue is one of your devices, how much are you paying AT&T to suppor that device? My guess is $0.00. If the service itself is working and one of the devices on *your* network has a virus or is torrenting something and using up all the connection speed, how is it AT&T's responsibility to troubleshoot *your* network? Can you show me in the terms of service where it says they will do that as part of the service fee you're paying for? Good luck, its not there. If *your* device is causing an issue, that's not for the internet service company to figure out what device is causing an issue because as I said, they're the internet service company. Not the "troubleshoot *my* network for free" company.

[dhascall ACE - Professor]

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fearlessuser wrote:

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feta_mgp wrote:

But I'm paying for a service. A service I'm not receiving. *I* should NOT have to run tests myself for something wrong with a service I'm PAYING for.

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Exactly. You're paying for the serivce. If the issue is one of your devices, how much are you paying AT&T to suppor that device? My guess is $0.00. If the service itself is working and one of the devices on *your* network has a virus or is torrenting something and using up all the connection speed, how is it AT&T's responsibility to troubleshoot *your* network? Can you show me in the terms of service where it says they will do that as part of the service fee you're paying for? Good luck, its not there. If *your* device is causing an issue, that's not for the internet service company to figure out what device is causing an issue because as I said, they're the internet service company. Not the "troubleshoot *my* network for free" company.

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Exactly.  That would be like calling your water company if your ice maker sprang a leak.  For the most part, if the service is working okay to the RG, and the RG is outputting the wireless signal okay and one of your devices can't connect, that is a customer issue and not a U-Verse issue.  I will say that Tier 2 (especially) have been very gracious in helping me with oddball issues like that but they are most certainly not obligated to.  I have actually had better luck with Filipino T2 than Stateside ones, in that regard.

[bruceblackwell]

turns out the old RG was sub-optimal but could not be detected as such over the internet. I cajoled and wheedled the powers that be (pays to be charming and not complain) , they sent me a new RG and everything is fine again. The new one looks cheap so I'll see if they are for sale new on eBay and buy one to hold in reserve when this inevitably happens again. Every time I call 1-800-288-2020 and get the ATT system (now, tell my what your problem is today. You could say....) it feels like my time on earth has been shortened by another 6 months.