Exor join:2013-10-25 Andover, KS 2 edits |
Exor
Member
2013-Oct-25 11:21 am
Stuck on Max because fiber isn't upgraded?So that is what AT&T told me. I am looking to jump up to Max Plus from Max. It was initially offered when I was connected less than a week ago, but I have just been given the run around. I have called numerous times and talked with the online chat and they give me completely different answers. I was given a case number to add an amplifier to my line, yet when I check my stats I see no change nor do I see anything else in my NID. I check my online account and it hasn't been changed to Max Plus even though i was given a confirmation email saying my case number has been completed and closed. Looking at my Downstream Max, I feel I could easily jump to Plus or almost even Turbo. UVrealtime suggests I get the 32/5 profile as well, how do I go about doing that? I assume my Signal Noise and Attenuation ratios are in the right place to handle those kind of speeds. Any suggestions? |
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ILpt4U Premium Member join:2006-11-12 Saint Louis, MO ARRIS TM822 Asus RT-N66
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ILpt4U
Premium Member
2013-Oct-25 9:22 pm
Either post in the AT&T Direct forum and/or send an email to uversecare@att.com and include a link to this thread, as well as your name, the name on the account, Account Number/BAN, Account Passcode, that case number from before, good contact phone number(s)/email address(es) with a request for at least the 25/2 profile, if not the 32/5 profile.
Going by the quick summation there of uvrealtime you should qualify -- If you can though, post the screenshots of the error counter tab as well as the bits loading tab
Was your U-Verse internet self installed? Typically the 25/2 or 32/5 profiles require a full technician install, and the 13/1.5 profile is reserved for self installations |
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Exor join:2013-10-25 Andover, KS 2 edits |
Exor
Member
2013-Oct-25 9:38 pm
It was self installed. I just realized I need a little more umph after 2 Netflix streams, browsing, and a couple VOIP lines. I found out the 5031nv isn't entirely supported by UVrealtime and the Bits Loading tab is empty. I'll post the pictures anyway. So just email that address and they can provision a higher profile? |
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ILpt4U Premium Member join:2006-11-12 Saint Louis, MO ARRIS TM822 Asus RT-N66
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ILpt4U
Premium Member
2013-Oct-25 9:49 pm
The Social Media Support team will at least investigate with some internal AT&T testing whether or not your service would be stable with the profile upgrade to 25/2 or 32/5. It may take them a few days to respond -- I'm sure that group gets plenty of email/requests
A technician visit may also be required (potentially billable) -- typically a tech install is required for the faster speeds, but there have been reports posted here of successful self installs with the available bandwidth being allowed to upgrade without a full technician installation. YMMV |
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Exor join:2013-10-25 Andover, KS |
Exor
Member
2013-Oct-25 9:52 pm
That's what I was looking to avoid was the tech visit. I ran a dedicated CAT6 to the NID with some spare cable from work since my rented place has a ring topography. So hopefully can eliminate the tech visit. But I will get a hold of the support team you suggested. Thanks! |
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ILpt4U Premium Member join:2006-11-12 Saint Louis, MO |
ILpt4U
Premium Member
2013-Oct-25 9:55 pm
If you have a dedicated, home ran Cat 6 from NID to modem, then you should be golden. Is the Cat 6 the only IW pair tied down to the Line Module @ the NID/is the other older IW all disconnected?
Techs only carry Cat 5e :P |
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Exor join:2013-10-25 Andover, KS |
Exor
Member
2013-Oct-25 10:00 pm
lol, yeah work had some outdoor rated CAT6e I pulled. Yes, it is the only pair in the line module. Since my house is old, it has the 2 lines per jack that are completely disconnected. I back feed my VOIP lines to lines 1 and 2 and then the dedicated CAT6 line to a separate DSL jack I placed near my media cabinet. So yes, completely unobstructed straight connection. I just found it odd after multiple online chats the tech online said that he couldn't add the 18Mbps profile and when I called the sales rep said "Oh, in your area the max speed is 12Mbps." Even though my connection is clearly synced waaaaaay higher than that and that they offer TV and Voice as well. Typical AT&T runaround :/ |
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ILpt4U Premium Member join:2006-11-12 Saint Louis, MO ARRIS TM822 Asus RT-N66
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ILpt4U
Premium Member
2013-Oct-25 10:02 pm
said by Exor:Typical AT&T runaround :/ I understand that one, all too well. But both the guys @ the AT&T Direct forum here at dslreports as well as the staff @ uversecare@att.com are both pretty good at getting things done |
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my thoughts to Exor
Anon
2013-Oct-25 10:20 pm
to Exor
I understand your attempt to work around the system, and may find an ally in customercare. What I do not understand is why they would not upgrade you, yes requiring a tech visit Yes billing you $ 99 for the tech install, per company standard, all profiles above 12 require FTI.
If they offered this and you refused, then they refuse to upgrade without tech visit...that makes sense. Customer request, company standard, customer refuse, company refuse.
While admit may be golden with nothing for tech to do but verify, still have protocol. |
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Post broadband stats page (redacted) from the RG itself. Slim chance it has bit more data than UVRT reports.
Likely neither indeed shows a max-rate for upload. And yes, with so good download stats, the upload of course most likely is also good enough for 32/5 profile as UVRT concludes; very remote chance ATT "sees" something we can't about the upload that does not qualify. |
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Exor join:2013-10-25 Andover, KS 2 edits |
Exor
Member
2013-Oct-26 11:45 am
These are the stats as of this morning. |
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