[Speed Problem] DSL Slowness
I've had ATT DSL for around 8 years or so and for the most part I've been satisfied, although over the past couple of years, about every 3 months my speeds take a nose dive. After about a week of putting up with it, I'll make that call to tech support, although I really hate making it. Every time I spend 3 hours on the phone as we troubleshoot my equipment, then after finding nothing wrong on my end, it all of a sudden will speed up and I'm good for another 3 months. My dsl plan is 6.0/1.0 and my speed test normally run around 5.20mbps. About a week ago I got in a brand new computer and after hooking it up, I noticed that it took around 4 minutes to download a 1mg file. I ran a speedtest and found that my speeds were at .52 down and .63 up. As it was late, I checked it again when I got home the next day and found my speeds were running right at the same as the day before so I broke down and called support. Being in IT myself, I understand that tech support has to do some basic troubleshooting but as I have to go through this ever 3 months (almost to the day) I had already gone through all the steps prior to calling. I had disconnected my router and was running straight from the jack to the modem to the pc. So I get Sam and I explain to him everything I have done up until this point, and low and behold....we have to do it again. I was even willing to allow Sam to remote into my machine so he could see my modem settings as well him doing a couple of pings. The ping to ATT.com resulted in 100% packet loss. After almost a good 3.25 hours on the phone, Sam came to the conclusion that it was my modem that was bad as the line test he preformed on my lines showed to be clear. He told me that all I needed to do was to get a new modem and all my troubles would be solved. Again, as this has happened to me in the past, I kind of figured it wasn't the modem, but I would try it out. Being as my hick walmart does not carry DSL modems, I had to make a hour and a half round trip and purchase a new one. I plugged it up, watched the lights blink...and then watched as it got to the DSL light and continued to blink. I then had to call back and do not remember the name of the Tech as I was going on being up for nearly 24 hours, but she was rude. I told her the story with Sam, then she tells me that she looked it up and that a modem that has a blinking green DSL light for over 2 minutes is a defective modem. I asked if I could then speak to a supervisor and she placed me on hold. After about a minute on hold, the line goes dead. (I have to add that I call Tech support on my ATT wireless phone as I do not have a phone plugged up to my landline.) I then notice that all my lights on my modem start lighting up and miracles of miracles, I all of a sudden have internet on this new "defective" modem. I speed tested it and it ran at 4.83. Again, as it was late, I could live with that. I did get a call back from someone saying that there was technical issues and the call was disconnected. I have those as well when I hang up on people, so I understand that she was mad. Then as the weekend rolled around, my speeds dropped to around 1.50mbps or so and have remained there ever since. A guy I work with that lives across town ask me this morning if I'd noticed my DSL speeds being slower. He then told me that he is running at speeds around 1.50mbps. This is leading me to believe that we are having network issues in our area (or I'm being throttled back, which with the way ATT has gotten, it wouldn't surprise me any). So, here is the deal. I have a brand new PC (yes, even my phones on wifi and my laptop hardwired in are running slow too), a brand new modem, and dismally slow internet connections. Actually, even on 3g/4g my cell phones are running slow as is everyone I know in this area no matter who their carrier is. So, between Wichita Falls, TX and Decatur, TX on Hwy 287, are their any known network issues that would be causing such slowness? Here is my latest run on speedtes.net. »www.speedtest.net/my-result/2860565022
I went through roughly the same scenario recently except it took five calls for the tech to decide my modem was bad. Unlike the OP, though, the tech offered to send me a new "gateway" (modem-router combo) for free with no delivery charges. I took the deal.
After getting everything set up the speeds were no different but I did have a free gateway...I thought. When the next bill arrived it turns out the tech misspoke (I'm being kind here) and I was charged $100 for the gateway, $20 for shipping and $15 for installation, which i did myself.
Needless to say I phoned ATT but kept my cool and finally, after three transfers, found the kindest, most understanding lady who got all the charges reversed in about 30 minutes. She even asked if she could call me in a month to make sure the charges didn't pop back up on my next bill. Glory be...she did and the charge reversal actually took.
After our first call I asked how to communicate with her supervisors to relay my satisfaction with her help. She gave me an e-mail address and I did as I promised. When she called the next month to followup she said her supervisor had actually read my e-mail at a team meeting. She deserved it.
I know this doesn't help solve the OP's problem as it did not mine but it may give guidance to some others with the same situation.