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jchl89

join:2004-03-04
Rosemead, CA

Uverse to DSLX

I just signed up for DSLx yesterday, and was wondering why I am not able to receive 3mbps package. I was having 3mbps max when I was with ATT Uverse DSL.

I don't know how to post information related to my account on this forum since it's public.

Please advise.



wildantics

@dslextreme.com

The question is why were you only getting 3M on uverse... bad copper in your house? My uverse box is a block away from my house, where was your's? I don't have uverse. My dslextreme goes 8000 ft to a plug in the CO on San Fernado st., San jose. At 8000 ft, I only get 3M down and my house wiring is impeccable..



NormanS
I gave her time to steal my mind away
Premium,MVM
join:2001-02-14
San Jose, CA
kudos:11
Reviews:
·SONIC.NET
·Pacific Bell - SBC

said by wildantics :

The question is why were you only getting 3M on uverse... bad copper in your house?

Or a long loop. I know a residence in San Jose which can only get 3 M U-verse HSI because there is a 9,156 foot run to the CO.
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum


dslx_nick
Premium,VIP
join:2011-12-24
Chatsworth, CA
kudos:27

You can typically send me a PM by clicking on my username (on the left-hand side of this post), or on the little yellow IM icon down at the bottom-right of this post.


jchl89

join:2004-03-04
Rosemead, CA
reply to jchl89

it is a long loop from the CO. house wiring is fine, since I installed a splitter at the demarc and ran a new dedicated line for the modem.

Only question is why was ATT able to get me 3mbps tops and DSLX isn't. Don't the lines leave from the same CO?



NormanS
I gave her time to steal my mind away
Premium,MVM
join:2001-02-14
San Jose, CA
kudos:11
Reviews:
·SONIC.NET
·Pacific Bell - SBC

said by jchl89:

Only question is why was ATT able to get me 3mbps tops and DSLX isn't. Don't the lines leave from the same CO?

AT&T U-verse HSI from the CO would have been ADSL2+. Unless DSLX has their own ADSL2+ in that CO, the distance could be too great for ADSL at 3.0 M. At 9,156 feet from the CO, my old premises showed nearly twice the sync rate on ADSL2+ (Sonic.net, LLC "Fusion") as AT&T would allow for their 3.0 M tier; but it was still a hair low for the AT&T 6.0 M tier.

Did you contact dslx_nick See Profile? There may be other line issues in play, which he could do something about.
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum


dslx_nick
Premium,VIP
join:2011-12-24
Chatsworth, CA
kudos:27
reply to jchl89

If you're connected to CO and not RT, typically yes; they'd usually be connected to the same CO. However, bear in mind that with U-Verse you're connecting with either VDSL or ADSL2+, and your connection with us is ADSL; they're different (different DSLAM, different technology).

Your loop length appears to be about 7,800' from the CO (so yes, you're connected to CO, not RT). That SHOULD be within range... and I've checked your line readings and they're doing just fine. While the other posters are correct in that loop length is the usual culprit, in your case it's not the cause. I suspect the CO may not have the capacity to offer 3Mbps, perhaps as a congestion-prevention measure (or AT&T may not allow that to us at that location); I'll check with the sales department and get back to you on that.


jchl89

join:2004-03-04
Rosemead, CA
reply to jchl89

any updates on it dslx_nick? 1.5 is feeling very slow.



dslx_nick
Premium,VIP
join:2011-12-24
Chatsworth, CA
kudos:27

Still trying to pull a few strings, but unfortunately nothing yet. =(


jchl89

join:2004-03-04
Rosemead, CA
reply to jchl89

thanks, hope to hear some good news soon


jchl89

join:2004-03-04
Rosemead, CA
reply to dslx_nick

any update? thx



dslx_nick
Premium,VIP
join:2011-12-24
Chatsworth, CA
kudos:27

Good news! Just got a response from the head of the ordering department today. Managed to get AT&T to correct their database so it now shows 3Mbps as an available option, and we've updated accordingly on our side; you can confirm this if you go our website, log into the Members page, click on "Modify my internet", and click on the link to "Show available subscriptions in my area".


jchl89

join:2004-03-04
Rosemead, CA

Hello Nick!
Thanks for the great news!
However there is a slight issue. It shows the pricing as 24.95/mo when following your directions.
As signing up for service as a new customer, pricing should be 14.95/mo equally for both the 1.5 and 3.0 tiers of service. I have only been a customer since 12/6/2012.

Please advise.



dslx_nick
Premium,VIP
join:2011-12-24
Chatsworth, CA
kudos:27

Pricing varies from region to region, and your 3.0 is NOT normal; we had to put in a special request to obtain it, which, as you can see, took almost two weeks to get approved. I was able to get the 3.0 added for you as an option, but I can't do anything to change the pricing I'm afraid.


jchl89

join:2004-03-04
Rosemead, CA

Can you escalate this issue to a higher pricing management level? I appreciate your kindness on where you have gotten me this far. However, I don't believe 24.95 is a fair price, and whether it is normal or not, is far beyond my concern.

I signed up for DSLx in the first place because I was told over the phone on my telephone sales call that I would be able to get 3.0mbps for $14.95. Because of this, I cancelled my AT&T service. The next day, I receive an email from DSLx informing me that 3.0 was an error and that I can only get 1.5mbps. I was shocked and appalled because I had already cancelled AT&T and was left with no option but to go with DSLextreme. If I had not cancelled AT&T would have been able to have given me additional promotional pricing, but since I've heard good things about DSLx, and being a former customer at a previous address, I thought I'd give DSL Extreme a go again.

From my standpoint, 3.0 should have shown up in the first place, and it was AT&T who screwed up. If anything, I feel that I should be getting a discount for the troubles that you and I have gone through.

To me the customer, I feel that I had done nothing wrong to merit my situation and it was all AT&Ts fault. It should in fact be DSLX that should be the one angry with AT&T, just like I am for them screwing up.

Thanks



dslx_nick
Premium,VIP
join:2011-12-24
Chatsworth, CA
kudos:27

I can ask, but I'll be perfectly blunt here: I don't think it's going to do any good. You have to remember, we are reselling this particular DSL service from AT&T. At the current price they are charging us for that package, we CANNOT offer you $14.95, because we would literally be losing money every month (not just 'less profit', but actually in the red) under such an arrangement.

We just got through a two-week period of getting them to agree to offer 3.0 for this circuit when they were not before; the head of the orders department said she's never seen AT&T do that. I am skeptical that, so soon after pulling that minor miracle off, we'll now be able to convince them to slash the price on this package... but I will ask.


jchl89

join:2004-03-04
Rosemead, CA

Thank you very much. I knew DSLextreme was on top of their customer service, especially you dslx_nick. I really appreciate all your effort put in to this.

It seems now, just that AT&T has an "error" in their pricing negotiated with DSLx, then passed on to me. Hopefully you can work your magic with the sales dept and att in getting the correct pricing displayed.

Thanks



dslx_nick
Premium,VIP
join:2011-12-24
Chatsworth, CA
kudos:27

It's not really an error; $24.95 is a standard annual rate for many areas for 3.0 Mbps. But, will see.



NormanS
I gave her time to steal my mind away
Premium,MVM
join:2001-02-14
San Jose, CA
kudos:11
Reviews:
·SONIC.NET
·Pacific Bell - SBC
reply to jchl89

said by jchl89:

It seems now, just that AT&T has an "error" in their pricing negotiated with DSLx, then passed on to me.

I don't know what price DSLX negotiated with AT&T for the 3.0 Mbps service; but I had 'at&t Yahoo! HSI Pro', AT&T's 3.0 Mbs service, for the longest time. First got it around 2005 as an upgrade from Express (1.5 Mbps) for $17.95. After a year it went up to $24.95. By the time I quit AT&T (April, 2011), the price had been raised to $33 a month, with another hike looming to $35 a month.

You may not think $24.95 is a fair price for 3.0 Mbps, but if DSLX can get it for you, that is better than I was able to get from AT&T after the price hike to $33.
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum