New Member
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7 Messages
Used to have 75/20 plan on property now att says 50/10 is max
So I have 3 houses on our property. The service is overhead and comes down the driveway and splits off to each of the houses. We recently remodeled one and moved into it which is closer to the street where service comes from. Our old house got 75/20. Instead of doing a move they did a new service/equipment and in doing so dropped our speed to 50/10. Now att says that's the fastest we can get when we were previously further away by several hundred feet. When the techs test the lines they say they are able to get 100mbs (two bonded pairs) but the "system" is showing 50/10 is all that's available now when they phone in.. Ive literally spent 12hrs on the phone and nobody seems to be able to help. The fact we had 75/20 and were several hundred feet further away tells me this isn't a physical barrier I'm up against but a department issue. To complicate things more if I enter our old address in the internet finder now it says not available.. of course we know it is. please help!
spoom2
Expert
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18.4K Messages
4 months ago
File an FCC complaint.
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my thoughts
Former Employee
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21.1K Messages
4 months ago
Internet 75 and 100 requires bonded pair on K or N card. Difference is loop length... 100 should be under 1000 ft copper while 75 is under 1800 ft copper.
IF your new account has been assigned to an F card, bonded pair best speed offered would be 50/10... regardless of copper distance. If your on F card means (2) ports not available on K or N card.
THE tech performing the installation had the best chance to move you to internet 75, if double port swap was required and not available not sure what more can be done.
Note a card has 48 ports, bonded requires two ports same card meaning maximum of 24 customer per card if all are bonded. Standard VRAD shelf supports (4) cards or 192 individual connections, 2 cards may be K or N and 2 cards F, thus 50% of connections would be limited to max internet 50 if all bonded.
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Detoxthedad
New Member
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7 Messages
4 months ago
I've seen the footage I believe it was 1286 at the previous house which no longer has internet as it's a rental. Im not sure why a tech couldn't hook the new pair to the old connections at the main box? Is there a way to bring a tech back? I think half the problem is these addresses just show up in Google maps as the middle of an orchard and not necessarily where the houses are. Is there a reason they couldn't assign the new house to a faster speed as before? Also the old house had been 50 and I upgraded through the smart home manager app.. I keep checking that and one day it did say I could upgrade but when I went to click on change speed it went away before my eyes. Just feels like I'm stuck in some weird glitch and the humans I've talked to aren't capable of thinking beyond the screen in front of them that hey the old plan was 75/20 what's going on here and how can we make this right
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Detoxthedad
New Member
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7 Messages
4 months ago
The tech also tested it at my location to 100 but when he "tethered in" with support- basically was texting them they were just showing 50/10. If it was card related wouldn't he not even be able to get the 100 at my house?
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gr8sho
ACE - Professor
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4.5K Messages
4 months ago
The way I read this is the VRAD only has one port available for you. You’ll have to wait until the provisioning system can allocate a second port.
Also, I suspect Att would offer you 100/20 if you’re close enough.
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Detoxthedad
New Member
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7 Messages
4 months ago
From what the technicians say when they come out is there's no reason that I shouldn't be able to get more other than the computers are showing that it's not offered or allowing them to select another plan
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my thoughts
Former Employee
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21.1K Messages
4 months ago
Access your gateway using 192.168.1.254
find the stats page and post the screen
has user rate, max rate, noise margins, etc.
If your only a single pair as suggested by @gr8sho , would not matter if your 400 ft with great bandwidth… internet 75 and 100 requires bonded pair. Have seen some accounts getting over 200 max but best offered is still 100.
Bonded pair internet 75/20 would have a profile around 90/22 meaning max rate rate needs to be about 120/25. As example internet 25/5 is profile around 32/6 to 34//6 with Max sync needing to to be at least 38 and ideally 40+.
could bonded pair F card exceed 100 (max sync 50 per line), I suspect so but not a K or N card would still be limited to internet 50/10.
edit… may be of interest
https://forums.att.com/conversations/att-internet-features/expected-dsl-rate-for-10020-service-with-two-bonded-pairs/5fcec064990dc97e9ddf25f8
(edited)
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gr8sho
ACE - Professor
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4.5K Messages
4 months ago
@Detoxthedad
Opinions don’t matter here. Only what the ordering systems say, right or wrong.
If you feel like tilting at windmills, call Att until you get to an escalation manager and see what they have to say. And even on the chance they agree with you, it will likely be months before discernible action is seen.
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Detoxthedad
New Member
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7 Messages
4 months ago
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Detoxthedad
New Member
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7 Messages
4 months ago
I think the biggest issue i have is they say it's not available in my area when I had it yesterday. Nobody can tell me why their computers say it can't be had when I just had it. If they had done a service move instead it would still be my plan.. there have been times where all three houses had internet at once and currently only one of my three have it. There's a huge line that comes down my driveway and just services me, it goes directly to a big distribution box. Is their wireless internet any good? They say I can get up to 100mbs on that...
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