psyk915
join:2006-01-21
| reply to wayjac
Re: [Speed Problem] 1.5mbps capped to 768kbps by Router?
I am positively sure I am paying for the Express package, which has recently been raised to $25 this past March.
I have been on the phone with AT&T Customer Service and on the issue of the "Rate Cap" they directed me to 2Wire, (877)347-8680, which was an automated message saying:
"2Wire products are sold exclusively through broadband service providers. Please refer to the technical support telephone number printed on your product documentation and/or packaging. By using this specific phone number, we are able to provide you with more specific assistance."...which means I'm supposed to call AT&T.
I've been PM'd that:
"It has nothing to do with the Gateway. That just shows the information from the ATM that your max speed is. Call ATT to get it fixed"
So I'm trying right now to get to an AT&T tech on the phone that can help me find a solution that doesn't involve "power-cycling". |
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psyk915
join:2006-01-21
|  Problem solved.
After 3 more entry-level customer service reps, I got a hold of "Josh" at upper tech support.
Apparently my line speed was brought down to 768kbps possibly by some troublshooting the modem tried to do on itself(?) and the speed never reset. But he set it back up to 1536 kbps in a matter of seconds and now I'm hitting 1.29mbps on speed tests.
Hooray! |
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tonydi
Premium,MVM
join:2001-05-11
San Jose, CA
| As I said in one of my earlier posts, the modem has nothing to do with your maximum sync rate, that's controlled at the AT&T routers. The modem reports the rate but doesn't control it. So that also means that the modem couldn't have set you back to 768 after "some troubleshooting".
Now, if you've called for support before with any type of line problem it's possible that one of the techs moved you down to the slower speed as a test and then never undid that. Or, you could be like an increasing number of other forum members who have reported in recently with circuits that have just mysteriously been changed to a slower profile.
Anyway, glad you got it worked out! |
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psyk915
join:2006-01-21
| said by tonydi  :Now, if you've called for support before with any type of line problem it's possible that one of the techs moved you down to the slower speed as a test and then never undid that. Haha yes, I believe that's what Tech explained to me. I just couldn't remember it verbatim. I'll trust what my electronic devices tell me from now on.  |
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