AT&T Yahoo DSL. Not getting advertised speed? Help!?

Question

OK, This is a Problem that I have been having for two years. I have spent days on the phone with Tech support and have tried tons of speed boost programs and tweaks. My question is not about have to tweak my computer or modify settings; it’s about my provider’s responsibility to provide the speeds they advertise and that I am paying for.

Here goes. I have AT&T DSL service. I am not going to bore you with all the details of what I have tried. Suffice it to say that my DSL speed is about 1/3 of the minimum speed I am supposed to be getting. I have spent days on the phone with AT&T DSL tech support on multiple occasions. I have done everything they asked, even reformatting my hard drive and reinstalling Windows. Each time I have patiently waited for their tech support to run out of options or things to try, and then asked them what the problem is. The answer is always, “You are a long ways from the Local Relay Station (or something like this)”. Then they usually suggest that I upgrade to a more expensive package if I want more speed. I of course laugh at this because it is such a silly suggestion to pay more for crappy service. I always respond that, “I just want the speed you advertise and that I am paying for.” At this point they will usually transfer me (for the 20th time) to someone else who will once again ask me the same truckload of questions that the first 20 people asked. After I reach the same point as I did with all the others, I inform them of what their legal duty is. (I read in a computer course I took that there is a law that the Internet service providers are required “by Law” to boost your signal if you have followed all of their suggestions and you are still not getting the speed they advertise.) When I bring this law up to them, the response is always the same, “Please hold, while I transfer you.” This last person will once again ask me the same bunch of questions as before, and then suddenly discover the “Big Problem”. What is the problem you ask? “AT&T does not offer DSL Service in your area”. (This of course is a lie, because I have called in several times pretending to be my next-door neighbor and asked if AT&T offers DSL service in this area. The answer is always “Yes”). Their solution to this problem is: “ You can keep the service as it is or we will let you out of your contract with no penalties, because you should not have been given service in the first place”. This last statement is said in a threatening tone, as if to say, “ Keep bugging us and we will cut you off.”

Now I know your thinking, “Why don’t you just go with someone else”. Believe me, I would if I could, but the only other service in my area is, Sudden Link (Suddenly disconnected) cable, and they want $60 for their basic service. They will give it to you for $40 but you have to subscribe to their cable television service to get it for that price.

What I want to know is; is there any way to force AT&T to abide by the law. I mean surly there has to be some commission out there that you can complain to or something. What good are laws if they are not enforceable? What can I do?

Thanks for your help.

Answer 1

Texas has a Public Utility Commission that takes complaints from consumers. Does your state have something similar? You don't mention what state you are located in.

Answer 2

It looks like you're not looking for technical advice-- as you provided very little technical information. Before going into your question, let me suggest the following if you haven't already tried.

TCP Optimizer (http://www.speedguide.net/downloads.php). I used this program a few years ago when I wasn't getting the advertised cable modem speed. It worked for me. (Note: I had another computer that WAS getting the advertised speed, so I need there had to be some configuration / setting).

Have a service rep come out to your house and test the line. When I first had a cable modem installed, I had too many splits in the line. The rep tested the line and helped me resolve the issue.

To answer your question, there is no way to make AT&T do anything. If you are too far from the LRS, that's going to be a problem. The only thing you can do is quit.

I would investigate broadband through your cell phone carrier. Many (like Verizon) have EVDO network that is considered broadband. You actually attach the phone to your computer via a USB cable, and you get internet access on your computer. Granted, it is slower than DSL, but if available in your area, might be faster than what you are getting. With mine, I get about 800 KBps downloads (as opposed to 3MBps with DSL).

Good Luck.

Answer 3

Don't confuse advertised speed with minimum speed. How about some numbers instead of rants about their customer service, or simply change providers.

What DSL package do you have? What speeds are you seeing? Have you tried running new wires in your house? I put the splitter at the telco box and ran a cat 5e cable directly to the modem and my modem went from training around 3500-3800Kbps to 5600-6000 depending on its mood. Which made me go from about 300KBps download to about 600KBps.

You are aware the minimum for the basic and express packages is 128Kbps up and 384Kbps down correct? That translates to about 10KBps and 30-35KBps for downloads. As I said the "advertised" speed is not the minimum speed, it is actually the maximum. I am on elite which is 3Mbps/512Kbps min 6Mbps/768Kbps max. Even before I reran the cables I was above the min, after running the cables I'm almost at max.


If you read your contract, you can cancel at any time if you are not getting "MINIMUM" speeds, so suck it up, cancel, and get a different service(going to another DSL company will do no good as they use SBC lines). SBC has made exclusions in their end of the contract so that they are not liable for you not getting the speeds, and also a exclusion where you face no penalties if you cancel a contract because you are not getting the speeds you expect.

Answer 4

It could be the quality of your local phone lines. Many places cannot even get DSL because the quality of the local phone lines is so bad. Your local phone lines may just good enough for DSL, but not good enough to carry the minimum traffic that Yahoo advertises, no matter how good your software is.

Answer 5

in the state of South Carolina scientific workers are only allowed to break site visitors rules if there is an emergency close by that they are able to help with. Like a motor vehicle accident a nurse is permitted to help and postpone site visitors if mandatory, till the police and ambulances arrive. electorate with scientific know-how able to help are allowed to aswell reckoning on the situations. yet you're able to be charged with a criminal offense in case you carry out a scientific provider and it is going incorrect. it quite is the only way down right here different than an quite emergency motor vehicle.