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ATT as slow as dialup, sometimes on, sometimes off Verizon won't service my address, even though I am in NYC and about a mile from the CO. So we gave AT&T a try, and at first they were not bad. We could reach tech support if necessary, the wait times were not long and the support people knew their stuff.
One red flag was their DSL installation CD overwrote my IE with their own branded IE, and installed several other programs on my computer, unasked. This pissed me off and I uninstalled it all, reinstalled my own stuff and configured my own network and router.
The problems started about a year ago when AT&T switched over to PPPOE and we lost our static IP. They sent out a new CD which we were supposed to run blindly, which was unacceptable. We tried to contact tech support to find out how to configure PPPoE manually, and found that tech support was now well nigh unreachable: after three attempts we got through to a tech who admitted being in India. (This is why DSL prices are so low: companies downsize and outsource.) He had no idea how to manually configure a computer, and there was no supervisor to whom he could transfer me. We also can't send mail via their SMTP server, and they block port 25 so we can't set up our own server!
Tried calling again and after almost an hour on hold, got somebody else in India who was actually unfriendly and said, "no run CD, no support."
So I figured it out myself. After the PPPoE, speeds were slower at peak times, and things slowed to a crawl and I was actually getting web page timeouts. This improved when I changed to DNS servers in the ORSC root zone rather than AT&T's overused DNS servers.
These days DSL internet access can go for ten minutes and stop for ten minutes. Much of the time I use a dial-up from work which can be faster, and at least it is always on, no waiting! AT&T tech support is almost impossible to reach, and even after getting a call through to India, the technician simply says that there are no known network outages. As to the slowness and off-again on-again aspect of their "service", they say stuff like "sorry for the inconvenience, please try again later".
In my opinion, AT&T have oversubscribed their service and make customers wait. They have downsized and outsourced their tech support and make customers wait. Best to find a company that's more competitive!
Rob in NYC
DSL in PA on and off problem - connect I've had ATT DSL for about three months in Pennsylvania.
I have three computers (Win XP on all) and a wireless Linksys router (803.11g)
The first two months the DSL service worked well, but lately, the service randomly has problems.
For some reason, I can not access the Internet (e-mail , browser, IM, etc). This happens on all three computers. I have to turn off the computer(s), turn off the router, then Modem, and restart them (in reverse order just listed). After doing these steps the service is restored but the problem may arise the next day or a few days later.
Maybe even a week later.
I called ATT tech support - Said "things were looking good on their end."
Two of the three computers are wired.
When I check the modem and router after Internet access "goes out," I see no problems - all lights are solid and green.
Also, running updated firewalls, Norton SystemWorks, and spyware on all three. Also have ATT local phone service.
Anyone have an idea of what might be happening here?
AT&T's Shady Business Practices
About three months ago my girlfriend and I signed up for AT&T DSL service. I stupidly recommended AT&T because a long time ago I had AT&T dialup service and they didn't do the sort things then that they do now.
==[ I WOULD NEVER RECOMMEND ANYONE TO START ATT DSL SVC ]==
First of all I had just closed my SBC Yahoo DSL account because I was unhappy with their service. I'm also a systems engineer and I am quite familiar with network administration and Internet service providers and what have you. I've been "on" the internet since the early '80s.
So I looked around and found that AT&T would provide DSL service to my location. I looked at their offerings and they had only two deals advertised:
•"up to 1.5Mbps"
•"Free installation kit ($145 value)"
•"$19.95 for the first 3 months"
•"1 year term commitment with $200 penalty for eary termination"
•"up to 3Mbps"
•"Free installation kit ($145 value)"
•"$29.95 for the first 3 months"
•"1 year term commitment with $200 penalty for eary termination"
There was a footnote on a couple of items which basically spelled out the early termination deal and also specified that there would be a $19.95 charge for shipping and handling on the installation kit. Also that a subscriber has up to 30 days to quit the deal without penalty, known as the "trial period."
Sounds great,like the usual deal to me. Almost exactly what I had with SBC, plan-wise. So I chose the #1 plan, 1.5bmps for $39.95/month basically.
It took them about a week and a half to get the DSL line set up and to mail out the installation kit. When the installatin kit came there was a simple cover letter, which doesn't even say the details of the plan as much as the web page did, BUT!, it did include something peculiar. Something like:
"Don't miss out on the rebate! ... "
Rebate? For what? I dunno. Oh, the package also had a "packing slip" which didn't list the contents of the package (!) and said "NET30" on it (like an invoice). It listed the installation kit but there was no amount due anywhere. Which made sense. After all the installation kit is *FREE*, no amount had been specified except for their "($145 value)", which means to me how much they want you to believe the package is worth. Oh like I said the S&H was mentioned at $19.95.
So, the rebate thing must apply to other subscribers or something. After all the cover letter wasn't even addressed to anyone. It was more like an advertisement than anything else.
I got the DSL service up and running no problem. I did speed tests and what have you. Pretty close to 1.5mbps, no problem. The kit came with a CD for the BroadXent DSL router/bridge. The CD contained a users manual for the router. It talked about an HTTP management interface. I was very interested. I'll get back to that later though.
During the first week, some guy, a customer service rep with AT&T long distance (is what he said anyway), was calling us and telling us that we have a past due long distance bill of $180!! We never call anyone. We do have AT&T long distance, which is why they gave us the special "perks" supposedly. We also have a security block on our long distance service.
So we tried to question the guy about how that could be possible. Who did we call and why haven't we received a bill for that amount yet, especially if its past due?
They guy said that unfortunately his computer was down and he couldn't continue to help us...sorry bye. OK. Weird.
Then shortly after that we received our first AT&T DSL billing. We thought that it was going to be included on the phone bill but whatever. The odd thing about the first bill was that the total amount due was $0.00 (yes zero), oh!, and that they had actually entered an incorrect date for when our service began. The date they put on the bill was more than 2 weeks prior to when I first signed up on the internet.
Still, they weren't asking for anything...yet...the service was good...1.5mbps...no problem so far. Just a little weird.
In the meantime, I discovered that BroadXent's suggested retail price for the 8012V was $112 dollars! Not only that but they had discontinued the model! So AT&T provided me with a discontinued, basically junk router, claiming that and the line attenuators were a $145 value!
So I was a little ticked off. Especially when I had friends that were now signing up with SBC and getting quite nice new DSL routers...and for *FREE*!
I still wanted to be able to use the HTTP management interface on my DSL router. It wasn't working for some reason but I discovered that I could FTP to the unit...so something was there. I contacted BroadXent support and they told me that the management interface was *DISABLED* on request of my ISP!!!
So!! I could throw away the disk with the manual. Why'd they bother sending it in the first place? They specifically asked BroadXent to disable the management interface on my discontinued $112 router that they claim is worth $145.
Now its starting to stink. But really, I could've got over it if it weren't for the fact that I received another bill from AT&T with a $180 charge for the installation kit!
Oh yeah, my girlfriend had been complaining that the service seemed a bit slow actually. I told her it was all in her mind...we have a 1.5mbps connection.
She said "No we don't. We have an up to 768Kbps connection and we do owe them for the router!"
"W H A A A A A A A A A T ? ! ! ! ! Whattaya mean 768kbps and we *do* owe?!! We went over this agreement together in depth when we signed up for it remember?!!" I told her in complete disbelief and anxeity as I saw that she was looking at the AT&T sign up page.
She pointed at the web page. So I looked it over and they had indeed changed their offering. So what?!! I still had copies of the original web pages on my hard drive (and still do) and we went over both the old agreement and the new offering.
It seems as though, now that our trial period was over, and we couldn't quit the service without a $200 charge AT&T switched us, without any sort of notice or indication, to the new offering, and elected to violate the terms of our agreement.
Reading various forums I've come to find out that this is how AT&T does business now. Not only that but they even have recently lost a class action suit because of the "unconsciable" and "illegal" terms that they put into their Customer Service Agreement.
I've even found the web page with my original deal/agreement still online on AT&T's site. They just have changed the links on the main pages to go to the new deal.
I've tried numerous times to contact AT&T in writing. The only response that I've received is that they can't help me with that problem and to call their customer service representatives.
I told them that we dispute the charges and are not going to make a payment against an amount to which we never agreed to pay. In fact since they wouldn't acknowledge me in writing I also informed them that we will not pay anything until the matter is resolved. So they disabled my DSL service, but the account is still active. So they think (per their CSA) that they are going to continue billing me even for a service month were I didn't have service for the entire month.
I'LL SEE AT&T IN COURT - NO PROBLEM
I contacted the lawyers at Consumer Action, the people that headed up and won the class action suit that I mentioned. I'm waiting to hear back from them.
I'd really love to start a class action suit against AT&T even if I take nothing in the matter whatsoever. Their pigheaded "we do whatever we want" attitude, that is so common amongst telecom providers, makes me sick.
No wonder AT&T's business has deteriorated so much over the past few years. My, how the mighty have fallen. And gee, look what a multibillion dollar corporation believes is ok to stoop to in pursuit of money!
When will someone do something about these idiots? Ever?
Redwood City, CA
Re: Speed Upgrade Ugh I called the infamous 866 number yesterday. I went to billing first to see if they had a completion on my order. What a trip, the person couldn't find my phone number, didn't see an order number, told me my contract was complete so I could disconnect without penalty, etc. All the information about billing and DSL except my order. I had her transfer me to tech support. After going through 30 minutes of script what OS am I using, take the router out of the loop (which I did) run speed tests directly from my PC he finally took a ticket. Called back twice yesterday, no info on tests, ticket not closed out. Called this morning ticket was closed out. Covad, I assume it was them, tested the line and found no problems. I asked why I wasn't called during the test to assist. He said they could send someone out for $200. I demanded to speak to a supervisor and finally spoke to her. Come to find out according to the supervisor my loop length is to far (14,500 ft) and won't support 3M. I asked why I wasn't told that in the first place. Non specific response, sales fault, other peoples fault, etc, But she did apologize. I'll probably drop my speed to 1.5/128 and save the $10/mo but I am going to do some further checking in the COVAD Forum first. No use posting anything here since no one from AT&T monitors this .
AT&T DSL killed my POTS - is the worst over? When AT&T finally got around to "installing" my DSL** , I had no phone service (POTS) for more than 24 hours. It took about 17 phone calls by me on a cell phone and by my friend calling from his house to finally get phone service back around 8 pm Christmas Eve.
The DSL people, 15 mins after killing my POTS, claimed they hadn't installed the DSL (the DSL light was lit on the modem and coincided with the sudden disruption of my phone service) and to call regular repair.... the regular repair people claimed they would have the problem resolved by midnight and when I called them back they said the DSL people had to fix something they broke when they installed the DSL but were closed... then when I called the DSL the next day (Christmas Eve!!!) they said they'd have it fixed within 5 hours (they didn't!) and that the first guy I talked to hadn't even made a report of the problem and neither had the regular repair people. Around 5pm, the DSL people told my friend they fixed their issue and tried to hang up on him, then my friend finally talked to an American in phone repair. She tracked down a repair tech and followed up with my friend with a promise it would be fixed within 12 hours if it was a programming issue.... apparently it was "programming" because it was fixed without a tech coming out to check my internal wiring.
So.... with the exception of the American everyone else we talked to were incompetent and ill informed at best. This company can't even take a problem report and fix it themselves? Not one single person we talked to bothered to inform us when they decided the problem wasn't on their end and they weren't going to do anything else, even though they asked for an alternate number. Obviously, if we hadn't kept calling back nothing would have been done and I still wouldn't have phone service!
Considering that dealing with AT&T is 5000 times less fun then having 20 root canals done simultaneously, I'm planning on canceling my AT&T phone service and DSL on Monday and switching to MCI. My friend thinks any telecom experience could be this bad, and thinks I shouldn't incur the expense. So my question to anyone who has or had AT&T DSL, is this as bad as it can get, or will it get worse?
I have refused to touch the DSL, because I'm not going to ruin my chance to dump AT&T.
** Install was 1 week later than they were supposed to because they had screwed up the order and the installation was "rejected". Grrrrrrr......
Worst Service Provider - ATnT DSL SERVICE Perhaps the worst service provider in ANY type of service - ATnT DSL.
STRONGLY RECOMMEND EVERYBODY TO STAY MILES AWAY FROM THIS DSL SERVICE.
(a) Their sales team, will make a complete FOOL of customers, by promising Heavens - band-width speed, continuous availability, etc.
(b) During trial period, officially mentioned you can cancel, but you will be flatly refused: Please contact us on the day it expires, since your status is pending, our system will not allow cancellation.
(c) After trial period the COSTLIEST lock-in $200 AND you will start getting intermittent connections (not continuous)/low bandwidth, etc.
(d) You'll be told to degrade to a lower package but no more can you avail any promotional discounts.
(e) If you try to cancel, cough up the USD 200.00.
(f) They are 1 arrogant SOBs in billing dept.
(g) They do not ALLOW you to contact customer service through e-mail..only a postal mail for which you'll never get a reply back!
STAY AWAY FROM THIS CROOK ORGANIZATION IF YOUR MONEY IS DEAR ... THEY ARE NO MORE ATnT.. THEY ARE A BUNCH OF THUGS NOW.
Ripping People Off these guys s*ck when it comes to internet, if youre considering getting this internet service dont, all they want is money, before they upgraded i had 768Kbs down and 128Kbs up, then they upgraded and i was given 1.5Mb down and 128Kbs up for no charge, so i figured if they can change it like that then i should have no problem upgrading to theyre preferred plan, i called them up and asked if i can switch plans,to my surprise they told me i had to cancel in order to upgrade, which i thought was a load of crap cause to cancel u have to pay the $200 cancelation fee, so now im stuck with this service till next year
Little advice to those people in Houston Tx, consider oplink youll pay less than what u would with these guys and get twice the speed, as soon as my contract is up im switching to those guys
Disconnection Issues. In June I moved to a home office as part of that process I changed my variety of telecom services for all AT&T. Local, long distance, and DSL all on one. This was a mistake.
Billing has been wrong in various ways from the beginning. I think I finally have that fixed.
Now I think (hope) that the only thing left is the DSL. I have two problems.
First I have many total connection drops. Usually in the afternoon or evening, and especially when there is rain somewhere nearby (but both of these could be subjective and may be unrelated) The symptom for this failure is I loose all internet connection, and the DSL light on the AT&T supplied Broadxent 8012-V1 goes out. It will then go through cycles of ten seconds dark, then two seconds fast blink, repeat until connection restores. (Times are approximate.) This could last for hours.
Second, and perhaps just another system of the same problem, at times my Lynksys cannot get a PPoE logon from the modem. This will occur even when the DSL light is on.
One possibly related symptom. The fourth light "INTERNET" on my modem rarely lights up.
I have replaced everything on "my" side of the modem, two different lynksys routers, and a direct connected laptop. All have the same problem.
I have also run wire from the modem to the demark point three times to ensure that my wiring was not the problem.
Tech support, well, is neither. Basically when I finally get through to them they cycle through the "Change cables, reinstall software, try the router, reboot the PC, reboot the modem" routine until I get a connection, then cut me off.
I suspect that the problem is the modem (Broadxent 8012-V1). But I could be wrong.
I had another Covad provider before, Megapath, and doubt I had more than two or three drops in three years.
Any suggestions on how to isolate my problem?
DSL keeps dropping out.... OK.I know a little bit about networking, most likely just enough to get myself into trouble. So I figure I will ask the gurus in here before I mess anything up. Anyways, here is my dilemma. I have a speedstream 4100, Firmware version 220.127.116.11(if that makes a difference). My Provider is AT&T, and I live in Turlock, Ca. I have intermittent internet drop outs, and I have no clue what is causing it. When I change PPP to Bridge Mode, the drop outs seem to disappear(have not noticed any yet anyways). So I figured it was a bad modem perhaps. I ordered a 2wire 1000HG. It seemed to be working fine, but then it started doing the same thing.I have no clue where to even begin trouble shooting this issue. Any help would be greatly appreciated. When the connection drops out, it won't even connect to the modem, either of them.