Received the following form ATT Tech

Received the following form ATT Tech - Please help
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GRiDLoCK74 @ 5th Jun 09:58PM:
Received the following form ATT Tech - Please help

My name is Alex; I work as a dispatcher within the U-Verse Dispatch Center; although DSL is not the primary area I work in we do work with alot of DSL related systems. Therefore, I will do my best to assist you.

After speaking with a DSL support agent they advised that you may have an older DSL modem on your line that may not be giving you the best speed. Do you know what DSL modem you are running? There are some other line issues [possible crosstalk and ouside interferance] and it looks like a report went in earlier today to investigate some of these line issues that may be causing some of these line errors.

With regards to your service, just taking a quick glance at your line information and your telephone number your line qualifies for service up to Elite (6.0); you have a good line stats minus some of these small things that may been pulling you down. If you are intreasted in upgrading simply reply back and I can help you place an order.

UVerse is not available at the moment at your address; but on a positive note the L.A. market has been expaning alot so keep checking back you maybe able to get UVerse before you know it.

Sincerely;
Alex
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sashwa @ 5th Jun 10:10PM:
Re: Received the following form ATT Tech - Please help

GRiD, are you looking for our AT&T West forum? If so, I can get you moved over to that forum.

This is the DSLX forum.

If DSLX is where you meant to post, could you please elaborate as to the help you need?

:)
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GRiDLoCK74 @ 6th Jun 07:55PM:
Re: Received the following form ATT Tech - Please help

I am a DSLX customer, not a ATT customer.
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sashwa @ 6th Jun 07:56PM:
Re: Received the following form ATT Tech - Please help

Thanks. So what kind of help are you looking for?
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dslx_gm @ 6th Jun 08:03PM:
Re: Received the following form ATT Tech - Please help

I am a bit confused. Do you have an open ticket with DSL Extreme and got a call from an AT&T U-Verse technician? Did you get a random call from an AT&T U-Verse technician or did you call them requesting assistance?

Please let me know what we can assist with.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. ;)
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GRiDLoCK74 @ 7th Jun 07:15PM:
Re: Received the following form ATT Tech - Please help

I had an issue back in October of 2008. Don't you remember we went back and forth on this?

I had the 6 Mbps plan. I moved from one unit in my apartment building to another one in the same bulding (3rd floor to 2nd floor). I had requested to transfer my service.

Long story short....I was not able to achieve the same speeds in the new apartment in the same building even thought I fully met the line distance requirements. An ATT tech was sent out to test my line and he lowered my speed to 3Mbps. No one ever said it was the my stupid modem.

I just want the max speed. Thats it.
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dslx_gm @ 8th Jun 01:27AM:
Re: Received the following form ATT Tech - Please help

What type of modem are you currently using? DSL modems for as long as I know have been rated to support higher than the 6000 profile. I highly doubt that there is an issue with the DSL modem.

I am still a bit confused on how the U-Verse technician came into the mix.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. ;)
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GRiDLoCK74 @ 8th Jun 07:42PM:
Re: Received the following form ATT Tech - Please help

I don't know how which tech became involved. I posted on the ATT Direct forum and they got back to me.

I do not have the modem type as I am out of town. I will reply back with the modem info when I come back.
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GRiDLoCK74 @ 9th Jun 08:22PM:
Re: Received the following form ATT Tech - Please help

So what is going to be done about this? Are you guys going to take a look into this with ATT?
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dslx_gm @ 10th Jun 12:51AM:
Re: Received the following form ATT Tech - Please help

I was waiting to hear back as to what type of modem you had. Where you able to take a look to see what type of modem you are currently using?

Thanks
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GRiDLoCK74 @ 13th Jun 02:31PM:
Re: Received the following form ATT Tech - Please help

Brand of the modem is Broadmax HSA300-2/

Someone from ATT called my apartment this morning and said they were running tests on my line to fix any problems.

Can you check my line readings again?
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Zak_D_H @ 13th Jun 05:11PM:
Re: Received the following form ATT Tech - Please help

Send me a PM with the account info and I will take a look.
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Zak_D_H @ 13th Jun 06:41PM:
Re: Received the following form ATT Tech - Please help

DN STREAM ERRORS During the last measurement period of 8 hours and 15 minutes the line ran error free in the downstream direction.
UP STREAM ERRORS During the last measurement period of 8 hours and 15 minutes the line ran error free in the upstream direction.
DN STREAM SPEED The line is running at the maximum bit rate of 3008 kbps.
UP STREAM SPEED The line is running at the maximum bit rate of 512 kbps.
DN STREAM S/N The line noise margin equals the target noise margin of 6.0dB.
UP STREAM S/N The line noise margin is 22.0dB, which is above the target noise margin of 6.0dB.
DN STREAM POWER The line power is 18.0dBm, which is below the maximum of 20.0dBm.
UP STREAM POWER The line power is 11.0dBm, which is below the maximum of 13.0dBm.

The line still only supporting the 3mb and only just barely. We would have to resolve the underlying issue that is causing the line readings to only support a 3mb connection before we could adjust the profile to 6mb.

As with any case where the line stats are poor it could be the modem like you were told by the ATT rep. Have you tried a new modem yet to see if the signal improves?
--
Zak

Tech Support

DSLExtreme

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GRiDLoCK74 @ 14th Jun 04:10PM:
Re: Received the following form ATT Tech - Please help

I have not tired a new modem. I only have the modem DSLx has supplied.

Do you want to send me a new modem?
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GRiDLoCK74 @ 16th Jun 06:42PM:
Re: Received the following form ATT Tech - Please help

Whats the status guys? Are you sending me a new modem?
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dslx_gm @ 16th Jun 06:55PM:
Re: Received the following form ATT Tech - Please help

Hi GRiDLoCK74 -

Please feel free to send over your account information. I will take a look and get back to you. Sorry for the delay, I assumed you were working with Zak over PM.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. ;)
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GRiDLoCK74 @ 18th Jun 11:36AM:
Re: Received the following form ATT Tech - Please help

I sent you a PM on the 16th and have not heard back from you or Zak.
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Zak_D_H @ 18th Jun 11:51AM:
Re: Received the following form ATT Tech - Please help

I was out of the office when you sent me that PM and I saw that George has offered to help you so I assumed you were working with him. I have responded to you're PM now.
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dslx_gm @ 19th Jun 07:14PM:
Re: Received the following form ATT Tech - Please help

I show that you are in sync at 6000/768. Your line readings are still a bit marginal but you are in sync there.

DN STREAM SPEED The line is running at the maximum bit rate of 6016 kbps.
UP STREAM SPEED The line is running at the maximum bit rate of 768 kbps.
DN STREAM S/N The line noise margin is 7.0dB, which is above the target noise margin of 6.0dB.
UP STREAM S/N The line noise margin is 15.0dB, which is above the target noise margin of 6.0dB.
DN STREAM POWER The line power is 19.0dBm, which is below the maximum of 20.0dBm.
UP STREAM POWER The line power is 12.0dBm, which is below the maximum of 13.0dBm.
DN STREAM LINE CAPACITY The line is already running at 96.0% of relative capacity on downstream transmission path.
UP STREAM LINE CAPACITY The line is already running at 86.0% of relative capacity on upstream transmission path.
--
George
General Manager
DSL Extreme
Will work for reviews. ;)
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GRiDLoCK74 @ 19th Jun 07:59PM:
Re: Received the following form ATT Tech - Please help

How do I know if I should stick to this speed or no? What are the things I should look for while I'm online?
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dslx_gm @ 19th Jun 08:04PM:
Re: Received the following form ATT Tech - Please help

If the line isn't holding the speed tier, your modem will be to lose sync and become intermittent. If you get an intermittent connection where the WAN or DSL light on the modem starts to flash (modem loses sync) we would want to lower you back down.

Thanks
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GRiDLoCK74 @ 19th Jun 08:39PM:
Re: Received the following form ATT Tech - Please help

ok I'll keep an eye on it
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GRiDLoCK74 @ 22nd Jun 12:58AM:
Re: Received the following form ATT Tech - Please help

/a

Thank you!
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