Selected ISP Support > DSL Extreme > [ADSL2] slow speed

[ADSL2] slow speed

You're at a new address, so you've definitely got new lines, but if you're in the same area then issues which would affect your old lines (such as deterioration due to age, damage due to impact by external force, etc.) have an above-average chance of still affecting you. It's also possible it's a problem with the physical equipment (modem, phone cord between modem and wall, filters, etc.) that you carried with you from the old location to the new. Also worth noting that while you've eliminated the previous location's inside wiring from being a factor, you're also introducing a new variable (the new building's inside wiring) which hasn't been tested yet. So... lots of possible causes for such, and I don't have enough information specific to you to eliminate factors yet. Go ahead and send me your details and I'll have a tech look into this for you.

Thank you for responding. This is a house, not a building, and the wires outside the house are totally fine. In this new place, we've been able to get 1.2 mb sometimes, but not anymore. The modem is new, the cables are new, and, once again, we got the 1.2 mb before, so why shouldn't it still be okay ?
I pay and don't get the service I pay for. Not to mention the long and repetitive calls and process we have to go through when we try to contact the tech service by phone and ends up pluging unpluging turning on and off rebooting, and so on, with someone somewhere in India.
It is not working. That's my conclusion, and did not find anyone to help efficiently yet.

I took a look at the line readings. They are showing several indications that there are physical errors present, including many downstream code violations (errors) and highly fluctuating bitrate even though capacity is consistently maxing out. I'll have a tech contact you shortly with regards to getting a dispatch out there to check the lines for your location.

We got a call from a tech person today. Thank you for getting in touch with us, but let me tell you something:
I was surprised to hear that you were thinking about checking the AT&T network!
I was surprised indeed because I thought that if you could provide me with an internet connection at my location (remember, we have a contract together), it basically implies that you know that the network you rely on (AT&T) is working in my area. It is like when you go to a theater. They sell you a ticket because they know everything works fine inside the room: the light, the projector, the sound system. if they were selling me a ticket to a movie theater without knowing if the sound system works it wouldn't be okay. So, of course, the sound system works, the cashier is not just selling me a seat in a dark room. There is a contract, a reciprocity for the money I pay for I get to watch a movie with the image and the sound. Everything in the theater works. So, when DSL Extreme sells me a ADSL connection every month, this company should be able to tell me that its network works perfectly fine, 100%. And, if DSL Extreme has a doubt about the network, then, they should send someone right away to make sure 100% they know it works.
I just did a speed test. And it's actually now working. So, the intermittent network issue, is on your side or your AT&T partner side, not mine. Please, make sure before you bill me, that you know that you are able to sell me the service. I am just being pragmatic, no matter what your contract says with AT&T, this is not my business. Thank you for taking care of this matter.

Insofar as contracts are concerned, the Terms and Conditions state: "DSL service shares the Subscriber's current telephone line and service. It is the Subscriber's sole responsibility to maintain the phone line and phone number of original installation in continuous working order with the local phone company in order to receive the Services."

That said, problems do happen with the phone lines from time to time; it happens. There is no 100% guaranteed uptime on your phones. Customers do not get charged if we send out a dispatch and there is a problem with the outside phone lines; we get those fixed at no charge to you. If the dispatch has to fix a problem with your inside wiring, then that's part of the building itself, and a charge typically applies for such inside wiring repairs. The inside wiring of your house is not part of our network and we make no guarantees regarding it. We'll take care of anything outside, but you're responsible for making sure there's no problem with your own house.

Yes, your speed may be fine this very moment, but your line readings show beyond a shadow of a doubt that there is a physical problem present SOMEWHERE on the line, which is causing the downstream bitrate to fluctuate. In other words, you have an intermittent problem, wherein you'll see good speeds one moment, and poor speeds the next. That does not prove that it's an outside issue; intermittent issues can be caused by problems inside as well as outside. We do what testing we can to determine if it is inside or outside (that's why our technicians ask you to unplug phones, for example), but in many cases we need to have a technician on-site to determine precisely where the issue is occurring. Please let me know if you'd like us to send a dispatch out to your location.

Disconnection & slow speed w/ DSL Extreme

I'm really not trying to sell you anything here. You have phone lines with AT&T. If you want, I can send a technician from AT&T out to check those lines for you. If the IW of your house is fine, then you will not be charged for any IW repairs. If it turns out that you are mistaken and the IW needs repairs, then there would be a charge by AT&T, and they would repair the IW. We here at DSL Extreme never charge for any dispatch; all such repair charges originate from the dispatched telephone company. We actually do everything in our power to protect customers from such charges, which is why we typically ask customers to do the tests involving unplugging all phones in the house, testing different jacks, etc.

If you are right and the problem is the outside phone lines, then there is no charge.