luke_
join:2012-01-04
Pittsburgh, PA Reviews:
 ·ooma
| Is AT&T loop length database ever wrong? UV realtime and AT&T agree that my max user rate is 44/6. My understanding is that (assuming that I'm not seeing serious line problems, which I haven't) this should be perfectly adequate for a 32/5 user profile and Max Turbo service.
Unfortunately, AT&T's database says that my loop length is 2246 ft, and they have an internal hard limit of 2000 ft for Max Turbo service. UV realtime estimates my length at 1800 ft (presumably based on signal quality).
The divergence between UV realtime and AT&T makes me wonder if AT&T's loop length database is ever wrong, and if there's a way to check on a particular entry and have it fixed if it's bad.
I expect that the truth is just that I have a really clean loop, and am simply going to be screwed by their internal inflexibility, but I'd like to find out if there's a chance of a mistake. |
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 joakoPremium
join:2000-09-07
/dev/null
kudos:5 | Did you talk with "tier 2" or was it "customer service" that told you this?
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PRescott7-2097 |
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| reply to luke_
I'm not sure that there is really a distance limit for 24/3, as far as I've always known it's ONLY limited by what your line can handle/what profile your on. my neighbor two doors down is at 2,200 feet and has the 32/5 profile and 24/3 shows as available on the ATT site. The same goes for many people in my neighborhood, most of us are over 2000 feet, and if there was a limit then NOBODY in this neighborhood I live in would be able to get 24/3 |
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| reply to luke_
Did you ever post in AT&T Direct??
»Re: Is the 32/5 profile region-dependent? |
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| reply to luke_
Get to Uverse tech support, then kindly ask to speak to a tier 2 agent about a profile upgrade. Get ready for a very long phone call, but ATT the end of the day, if your line supports it, tier 2 can and will update your profile and sell you 24Mbps internet. If you don't have 2 hours to kill going through the phone gauntlet, then make a detailed post on the direct forums and send an email off to tier 2 per the sticky post on this forum. |
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luke_
join:2012-01-04
Pittsburgh, PA Reviews:
·ooma
| reply to GusHerb94
said by GusHerb94:I'm not sure that there is really a distance limit for 24/3, as far as I've always known it's ONLY limited by what your line can handle/what profile your on. my neighbor two doors down is at 2,200 feet and has the 32/5 profile and 24/3 shows as available on the ATT site. The same goes for many people in my neighborhood, most of us are over 2000 feet, and if there was a limit then NOBODY in this neighborhood I live in would be able to get 24/3
Tier 2 tech said they'd be happy to upgrade the profile but that the BAN (billing account number) will not allow it. They had to transfer me to a "tier 2" sales agent, Caesar, who spent a bunch of time checking on stuff while I was on hold. He came back and said that they wouldn't be able to rewrite it because they had a hard limit on "Max Turbo" (I assume that means the 32/5 profile) of 2000 ft, regardless of the actual line quality. |
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luke_
join:2012-01-04
Pittsburgh, PA Reviews:
·ooma
| reply to Forosnai
said by Forosnai:Get to Uverse tech support, then kindly ask to speak to a tier 2 agent about a profile upgrade. Get ready for a very long phone call, but ATT the end of the day, if your line supports it, tier 2 can and will update your profile and sell you 24Mbps internet. If you don't have 2 hours to kill going through the phone gauntlet, then make a detailed post on the direct forums and send an email off to tier 2 per the sticky post on this forum. I did this yesterday. Tier 2 couldn't upgrade the profile because the BAN (billing account number?) is restricted. Apparently sales needs to modify the BAN before tier 2 tech can do anything, but the sales people wouldn't do it, quoting a hard limit of 2k feet for 24/3 service (32/5 profile). |
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luke_
join:2012-01-04
Pittsburgh, PA Reviews:
·ooma
| reply to WhyMe420
No. I wanted to exhaust all of my options, and get the whole picture, before going to them, particularly since I've already talked to tier 2 tech on the phone. |
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luke_
join:2012-01-04
Pittsburgh, PA Reviews:
·ooma
| said by luke_:No. I wanted to exhaust all of my options, and get the whole picture, before going to them, particularly since I've already talked to tier 2 tech on the phone. Ok, moved to AT&T Direct. Will report the answer when it comes. |
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 gaforcesUnited We Stand, Divided We Fall
join:2002-04-07
Santa Cruz, CA | reply to luke_
I think they have 2 databases, one for sales and another for internal uses for techs and such.
The reason I say this is that att sales says my loop length is 14,XXX but it is really 16,XXX. I read the notes that 2 techs made when they were trying to map line difficultys.
In the olden days of dslr we used to be able to check our loop length with the tools at this site but that tool is no longer available.
The master database must be huge and ancient from the days of Alexander.
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Let them eat FIBER! |
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luke_
join:2012-01-04
Pittsburgh, PA Reviews:
·ooma
| reply to luke_
said by luke_:said by luke_:No. I wanted to exhaust all of my options, and get the whole picture, before going to them, particularly since I've already talked to tier 2 tech on the phone. Ok, moved to AT&T Direct. Will report the answer when it comes. AT&T Direct inserted an override to boost me to 32/5 and the Max Turbo package. Running very stably all day with clean 24/3 speedtests, and oddly lower pings (getting 40ms locally rather than the 60ms I used to see). I expect the pings are just coincidental, but I'm not complaining. |
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| said by luke_:AT&T Direct inserted an override to boost me to 32/5 and the Max Turbo package. Running very stably all day with clean 24/3 speedtests, and oddly lower pings (getting 40ms locally rather than the 60ms I used to see). I expect the pings are just coincidental, but I'm not complaining.
My latency also went down a small but noticeable amount after the switch, so it's not just you. Mine has been running stable so far, the corrected blocks have gone up alot though as expected, seem to be around 1000 a day instead of 300 that it was before, but there may be too many factors involved right now that are swaying it like that, such as the snow storm currently happening. |
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| reply to luke_
The phone tech that you got must have been a little lacking on the experience side, or not humble enough to ask their support for help, but it's good to see the techs working the direct forums came through. Those gents really don't get enough praise. Pizza party anyone? |
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Reviews:
 ·Dish Network
 ·AT&T U-Verse
| reply to luke_
said by luke_:AT&T Direct inserted an override to boost me to 32/5 and the Max Turbo package. Running very stably all day with clean 24/3 speedtests, and oddly lower pings (getting 40ms locally rather than the 60ms I used to see). I expect the pings are just coincidental, but I'm not complaining.
See? lol next time listen to what I say  .
Glad they fixed you up though. How's your stats now? |
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luke_
join:2012-01-04
Pittsburgh, PA Reviews:
·ooma
| reply to Forosnai
said by Forosnai:The phone tech that you got must have been a little lacking on the experience side, or not humble enough to ask their support for help, but it's good to see the techs working the direct forums came through. Those gents really don't get enough praise. Pizza party anyone? I talked to a number of them and they all had the same story. I think the techs here are given different guidelines because:
a) They are clearly better trained.
b) The customers they interact with are likely to be more sophisticated as a baseline.
c) This is publicly accessible, visible forum where customer complaints will live on for a long time, so there's a bit of a PR factor.
d) Customers can keep badgering the same people over and over again, rather than the standard phone tech who is basically done with the problem once you hang up.
Whatever the reasons are, the AT&T Direct techs turned a thoroughly disappointing customer service experience into an unexpectedly simple, effective interaction.
I got what I wanted, I'm not likely to look into the cable alternative available to me, I'm likely to recommend U-verse service to my neighbors, knowing they can get quality customer service if they need it, and AT&T gets a bit more money out of me every month. Win-win. |
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| reply to luke_
Sometimes the loop length isn't 100% correct. The only ones to know are the I&R techs mostly in the field. |
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| said by xNBKxZ3r0:Sometimes the loop length isn't 100% correct. The only ones to know are the I&R techs mostly in the field.
Different technicians came up with anywhere between a 1,900-2,800 foot looplength for me. The VRAD itself had me placed at 2,064 feet I believe. |
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| reply to luke_
Yes. I have witnessed first hand their database being MASSIVELY wrong. Twice.
The first occasion was in my old apartment building. When they just started TESTING IP-DSLAM I was one of the first, but they couldn't get me above 6mbit. Turned out their database had my whole apartment building wrong, so they would "assign" me 12 or 18mbit plans but they wouldnt take. It took them a month or two to sort out. Their address validation team seems to be really slow.
The second time was a few months ago when I moved to a new apartment building. My entire 72 story apartment building was marked as VDSL U-Verse. Odd I thought, I've never heard of a U-Verse condo building. But whatever. Then my order got cancelled at the last second. Oops, your building isnt actually VDSL. They had to kick the order back to the address validation team again. With high priority + the great CSR's here at DSL reports, it still took a week or two.
So yeah, every apartment building I've been in for the last 6 years has been messed up in their database in some capacity or another. But they fix it...eventually. |
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Reviews:
·LUS Fiber
 ·Brown Dog Networks
| reply to luke_
said by luke_:AT&T Direct inserted an override to boost me to 32/5 and the Max Turbo package. Running very stably all day with clean 24/3 speedtests, and oddly lower pings (getting 40ms locally rather than the 60ms I used to see). I expect the pings are just coincidental, but I'm not complaining.
I wonder if they can override profiles for ipdslam too? I guess I dont understand how they come up with how much you can get? What if they simply opened up the floodgates and let you get whatever you could get? I mean ..what if they gave everyone 60x20 profiles. |
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luke_
join:2012-01-04
Pittsburgh, PA Reviews:
·ooma
| said by StLCardsFan:said by luke_:AT&T Direct inserted an override to boost me to 32/5 and the Max Turbo package. Running very stably all day with clean 24/3 speedtests, and oddly lower pings (getting 40ms locally rather than the 60ms I used to see). I expect the pings are just coincidental, but I'm not complaining.
I wonder if they can override profiles for ipdslam too? I guess I dont understand how they come up with how much you can get? What if they simply opened up the floodgates and let you get whatever you could get? I mean ..what if they gave everyone 60x20 profiles. I don't know.
I doubt that there is any reason a VRAD couldn't include the functionality to "learn" your best rates, just like TCP learns. Part of the problem is probably related to customer service ("but you said I'd get X"). They also can't oversubscribe the VRAD's bandwidth, so they're limited a bit there.
In any case, the override has worked great. Solid bandwidth, faster pings, not a huge increase in the number of correctable errors, and no signs of added uncorrectable problems. |
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