Upgrade to higher speed not working.

What AT&T gateway do you have?  If it's not the BGW320 with the fiber plugged directly into the back of it, you aren't ever going to go past 1Gbps.

If you go here, does it show you eligible for 2 or 5Gbps?

Even if you have a bgw320, I’m 99% certain to go to 2000 will require a tech visit to replace the sfp connector. 

Fiber 2000 or 5000

Should have the BGW320 connecting hardwired to port 1 (blue)

Need to have XGPON which means having either 020 (black) ONT with 210 gateway or a RED SFP on the back of the BGW 320 gateway. 

IF have a 010 (white) ONT or the BGW 320 with a GREEN SFP will require a tech appointment to swap the fiber connection at the PFP from GPON splitters to XSGPON splitter AND upgrade equipment at the home.

At last report about 40% of the 19+ million fiber ready addresses had XSGPON availability or about 7+ million can have the faster speeds and 12 million has internet 1000 as fastest speed available. 

Thanks, @my thoughts, I forgot about the 020 ONT. 

@tonydi 

if an account has the 020 ONT, they are on XGPON splitter…

however the 020 has (2) fiber inputs, 1G and 10G along with having the 210 gateway… result is still need a tech appointment to replace equipment and activate a BGW 320 ONT.

The 020 while supporting XGPON is still limited to the 1G network… both due to input selection and limitations of the 210 gateway.

Result is 020 ONT with 210 gateway is acceptable for internet 1000 or below.

For those interesting in spending more than $100 (120 or 180) per month for internet will need the BGW 320 with correct splitter / SFP configuration.

So no one of these overseas"technician" have any idea of all of this even we asked if there is anything that needs to be done on site?

I have the White BGW320 with green connector.

Those are not techs, they are call support staffers reading from a script…

If the script does not ask the proper question with proper response (flow chart) then will have a faulty conclusion.

Need to call to schedule a new installation appointment… while given a 2 or 4 hour arrival window the actual work with testing will take less than an hour. You will have no service during a part of this time as PFP changes and SFP replacement will render an out of service experience.

@my thoughts What number do I call to get this done?

800-288-2020

Or login to your account att.com

manage my plan

upgrade online, you will be prompted to select an install date. 

You may lose current promotions and HBO max. 

Do you have equipment that can handle internet 2000?

Router, switch, network card in pc or laptop. 

I gave up dealing with the bad customer service.

I called and cancelled the 15 requests or Internet 1000 and will be waiting for the competition to bring Fiber to my location.

I wish employees would run it like they own it.