Eeyore69
join:2005-02-26
Oceanside, CA
| [General] Upgrading from Pro to Elite
I just switched from DSL Extreme to ATT. With DSLX I had 6M service but when switching to ATT they could only give me 3M service. A forum member told me to check with ATT Direct and they might get me to 6M; ATT is supposed to upgrade me to 6M by Monday (8/6/07). Does anyone know if I need to do anything special with my connection for the upgrade. The only thing I am planning on doing is resetting the modem every once in a while to check for the speed increase. Anything else I might want to do during the upgrade?
Eeyore |
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d_l
Barsoom
Premium,MVM
join:2002-12-08
Reno, NV
| You shouldn't even need to reset the modem to re-sync at the higher speed. They do that from their end.
If your due date passes and only your upload throughput speeds increase, check your modem sync speed to confirm that you are at the 6016/768. Then you would have to get Direct to change your redback profile or you could do it yourself with a call through to Tier 2. |
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Eeyore69
join:2005-02-26
Oceanside, CA
| Thanks for the info. But no thanks for the tier 2 support. It isn't that tier 2 is bad but the only way I know to get there is to go through tier -2 and they are many times a very serious hindrance. A few times when I asked tier 1 to give me tier 2 they became very upset and continued to try to help me. When I insisted on the transfer they hung up on me! So I will definitely stick with Direct since they are much more responsive although sometimes they are a bit slow. But then, with the number of requests for help and the time they will spend helping on problems, I can see why it takes so long. I would definitely rather have a slow resolution than no resolution at all; especially if it corrects the problem!
I am definitely looking forward to getting back to 6M speed. With 3M I have problems when downloading files and trying to surf the internet. It is so slow to get between pages that it is frustrating.
Thanks for the info,
Eeyore |
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d_l
Barsoom
Premium,MVM
join:2002-12-08
Reno, NV
1 edit | reply to Eeyore69
A speed upgrade is a special situation that enables you to cut through the Tier 1 script because there is absolutely nothing they can do to help you except pass your on to Tier 2.
With proper coaching, people have spent all of 15 minutes on the phone to get through Tier 1 and on to Tier 2 to get their router profile fixed. 
These router profile problem are much less frequent than they have been a few years ago so you may have nothing to worry about. |
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Eeyore69
join:2005-02-26
Oceanside, CA
| Thanks for the reply. One thing that I have found since going back to ATT (SBC) is that there is much better support. Ordering was amazing; I had questions that needed to be resolved the first time I called the order department and they were very help full. When I called back after finding the answers to my questions they were just as good and placed my order.
Once I got onto the ATT service I was at the full speed they allowed (3M)and they did it withing 30 minutes of my old ISP DLS Extreme dropping the line. That was incredible since I had heard that it would take ~5 days to transfer.
I read in one of the forums here that it might be possible to upgrade from the ATT 3M service to 6M if I contacted ATT Direct. Sure enough, Matthew at Direct was able to help me to the 6M service.
I am now impressed with what ATT has done with their support functions. Hopefully they will be able to upgrade their foreign tech support to US based support. That would be a great improvement.
Eeyore |
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d_l
Barsoom
Premium,MVM
join:2002-12-08
Reno, NV | reply to Eeyore69
The Tier 1 support is supposed to be moved back to the US soon, but I don't know the date. |
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