manand
join:2004-10-18
Fremont, CA
edit:
May 7th, @11:24AM
| reply to tonydi
Re: [Speed Problem] 3MB Pro subscriber getting 1.5mb/1.6mb speed
tonydi,
DSL was installed 12 days ago so I expect 3m sync. I saw a few messages related to modem capped at 1984kbps. I think I have exactly same issue.
1) Which AT&T DSL Package do you have – Pro (3.0Mbps down)
2) Which modem brand and model do you have? 2701HG-B Gateway/Software: 5.29.109.5
3) Are you using a router? Yes but speed was tested by laptop directly connecting to modem.
4) Is your PPPoE login info (username & password) entered in the modem, in your router or do you use PPPoE software?
5) Describe the lights on the modem when the trouble occurs:All are green
6) Confirm that you’ve checked to ensure that ALL devices plugged into the wall jacks serviced by your DSL phone number (except the DSL modem) have filters fitted:Yes
7) Confirm that you’ve powered off the modem and started it again and whether or not that made any changes with your problem:Yes
8) Do you hear any type of noise on the DSL phone line or any other unusual telephone symptoms? No
9) Provide line stats as follows…
b) From a 2wire modem/router -- Go to this address with your browser --
»homeportal/xslt?PAGE=J03&THISPAG···PAGE=J03 and copy/paste the content into your post
Current Rate: 1984 kbs 512 kbs
Max Rate: 5716 kbs 1136 kbs
Current Connection:
Current Noise Margin: 15.0 dB 16.0 dB
Current Attenuation: 35.2 dB 21.0 dB
Current Output Power: 1.9 dBm 2.7 dBm
10) If you have a speed problem, use the AT&T Speed Test here -- »helpme.att.net/dsl/speedtest/ and post your results.
Download = 1.525 Mbps
Upload = 418.27 kbps |
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tonydi
Premium,MVM
join:2001-05-11
San Jose, CA
| Yeah, your stats look just fine so I believe that AT&T failed to configure your circuit correctly. I see that you've already posted in Direct so hang in there until you see a reply. It only takes a minute for someone to fix this but the techs in Direct are swamped right now. |
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manand
join:2004-10-18
Fremont, CA
| I called at&t tech support and case was escalated to tier 2 but it did not help. It looked like the person did not know what to do. He kept saying your speed has to be between 1.5mb and 3mb you are getting around 1.9mb so I can't do anything. I felt like he really does not want to do anything to trouble shoot issue. I asked for supervisor and supervisor said he can have someone come to my home check it up. I'm really confused, if its just a setup issue then why would the supervisor send someone to my home to check it up. I assume supervisor would have better technical knowledge than the tech rep to trouble shoot the issue.
I am glad to see that other people are having the same issue and at&t tech support people in the at&t direct forum know exactly what to do. I am not sure if the at&t direct forum is effort of at&t corp to support customers or just proactive effort by a few tech support people working at AT&T but I'm glad that I found this forum and will deal with folks who know exactly what they are doing. |
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tonydi
Premium,MVM
join:2001-05-11
San Jose, CA
| Yeah, that tier 2 tech must not have slept at a Holiday Inn Express last night. Usually those are the go-to guys to immediately fix this sort of thing and for them to give you the answer you got, well, it makes no sense to me.
The techs in Direct are AT&T/ASI employees here in an official capacity. Years ago we had real PacBell/SBC techs here in the public forum, volunteering their own personal time to help customers. That changed to the SBC Direct forum when the need to have some privacy arose. Eventually the techs in there at the time (along with some of us mere mortal volunteers) convinced management that this was a valuable resource and they began to actually get paid to monitor Direct officially. |
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manand
join:2004-10-18
Fremont, CA
| yes, i can expect that kind of answer from the front end support but tier 2 has to be more proactive to resolve the issue instead of shrugging off customers. My issue sounds to be a common issue so I am not sure why supervisor opened a ticket to send a technician at my house. I was given a ticket # so i know ticket was opened and was told that someone will contact me to schedule an appointment in 2-3 hrs. It has been more than 24 hrs and still waiting for someone to call me. AT&T Direct's members have not picked up my thread yet so I hope my thread is picked up fast so I can call AT&T support to cancel/close the ticket. I don't want to waste my or AT&T technician's time if home visit is not going to help either of us. |
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tonydi
Premium,MVM
join:2001-05-11
San Jose, CA
| You might want to try "technician roulette" and call in again and hope to get a different, more cooperative tier 2 tech. What happened to you is very out of character, normally these people are quick to help because they've seen this so many time.
Just ask them to check your profile at the aggregation router because it's not downloading at the Pro speed. |
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manand
join:2004-10-18
Fremont, CA
| tonydi,
Thanks for your advice. I called AT&T support again and got very helpful technician at tier2. He found that everything is fine at their end but it could be capped in the maintenance so transferred me to them. The lady in the maintenance said yes somehow its capped at 1984kbs so she changed it to 3008kbps. Now, everything sounds to be working as expected.
Thanks |
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tonydi
Premium,MVM
join:2001-05-11
San Jose, CA
| Great! Now that's the type of service I'm used to getting and hearing about once you get past the front line phone support. I just wish we could figure out why this sort of configuration error continues to happen and why it seems to be happening with more frequency lately. |
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sforce2014
join:2006-01-15
San Francisco, CA
| reply to manand
Wow that's great. I have the exact problem as you and I just called tech support today. They said they'll need to run a 3-day line test on me first and so the higher level technicians will have more information before I get to talk to them. Hopefully, my problem will be resolved like yours! I've been stuck with this speed for a couple of years. I tried talking to them before but it went no where. |
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manand
join:2004-10-18
Fremont, CA | what is the 3 days line test? |
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sforce2014
join:2006-01-15
San Francisco, CA | I think they are going to monitor my line for 3 days and watch the sync rate too as well. |
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tonydi
Premium,MVM
join:2001-05-11
San Jose, CA
| reply to manand
said by manand  :what is the 3 days line test? No idea, I've never heard of such a thing. Sounds more like a phone tech who wanted to get rid of a caller.  |
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manand
join:2004-10-18
Fremont, CA | reply to sforce2014
sforce214, you might want to call support again. Hopefully, next time you will get an agent who is ready to help. |
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sforce2014
join:2006-01-15
San Francisco, CA
| Just called them again, took them a long time to test my speed and test my speed without the router. After all of that, the guy said he talked to the line maintenance and said that it is probably not possible for me to get the full 3.0Mbps speed because I live too far away from the server? (I live in San Francisco btw). However, they said that they are increasing my speed and that I should be getting a little over 2.0Mbps in 2-3 days. (Right now I have 1.6Mbps). Not as good as I hoped, but better than nothing? |
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sforce2014
join:2006-01-15
San Francisco, CA
edit:
May 11th, @07:01PM
| Okay, I just tested my speed and now I am up to 2.5Mbps, I guess that is pretty good...
anyways, if they can increase my speed to 2.5Mbps, why don't they just increase it to 3.0Mbps... |
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manand1324
@sbcglobal.net | I get maximum 2.5mb as well when tested using speakeasy. I think thats the maximum speed I can get. |
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tonydi
Premium,MVM
join:2001-05-11
San Jose, CA
| reply to sforce2014
If you're getting 2.5Mbps on the AT&T speedtest site, then that's the full Pro speed. You sync at 3008 but there's overhead involved, which gobbles up roughly 15% of the speed.
Look at the link at the top of the forum where it says:
Please CLICK HERE for what to post to receive help with connectivity issues.
You'll see the links in #9 for accessing your line stats, presuming your modem is doing the PPPoE login. If the login info is in your router, you'll have to connect a computer directly to the modem to get the stats. Post the stats as advised so we can tell you just how marginal your line is.
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