Here's a question for the committee of the whole:
SO I upgraded from the 12 MBPS to the 18. Fine. First the sales person said they would need to send out a tech to swap out my gateway (380o HGV-B which has worked fine over 3.5 years). I asked her why, because my throughput it good, no line errors, I get a consistent 11.5 to 12 download and I'm right by the VRAD - 1,800' away although it's actually right across the street. She says they need to swap it out.
On the day of the appointment - a week ago today - the tech calls me up and says that we don't need to swap gateways and he's not coming out but that I need to call. Fine with me although very annoying because I blocked out a half-day to be home and wait for the guy - so it's a half-day wasted.
So I call them up and they switch me over to 18 down and the U300 TV profile. Fine.
Except my speed goes DOWN after the provisioning. All the way down to 1.2 MBPS. Yikes! So I run a lot of speed tests and latency tests, etc. The line is high quality: no jumps, very little latency, no lost packets. But I got no speed!
So I give it a day or two to see if it will improve. No dice. SO I call back. The Tier 2 guy makes me do all sorts of unnecessary things - a factory reset of the gateway, etc. No joy. Speed remains very, very low. So he says they'll rolll a truck AGAIN. Fine - they have to do something. Of course no sign or admission that anything is wrong on the AT&T side of the NID.
Anyhow, this morning I get up and my speed is 20 MBPS. Up to speed and actually above the rated speed of my profile, which is called Max +. I have been running tests all morning and it's consistently at the desired speed. Or above.
So I have AGAIN wasted a half-day sitting here for a tech it seems I do not need. Annoying but par for the course AT&T people are getting paid this morning, but I am not - I'm just sitting here.
SO - here are the two questions:
!. Should I cancel the truck? I don't think there 's much they can do - it is now working fine.
2. Is it too much to ask for a little consistency from AT&T? It's clear there was a problem somewhere outside of my house. Either on the VRAD/line end or the provisioning end. Clearly the guys at the call center in Michigan (where they took my call yesterday) were unaware of any issues here and as usual concentrated on stuff in my house. But again, it's clear there was an issue and it wasn't in my house and now it seems to have been solved.
But I have now wasted an entire day of work for no reason other than the inability of AT&T to get its act together. Is this something that I have reason to complain about? Why role a truck if the issue involves their internal infrastructure and/or their inability to provision a line correctly after several tries?
But it seems as if corporate likes to keep the support centers in the dark on purpose. After doing business with AT&T HSI going back to Ameritech Speedpath in 2001 (768 down) I don't understand why this is so hard after all these years.
Any thoughts?
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Illegitimati non carborundum
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