I’ve done this dance with the phone company too many times. We have history. My internet access, part of the AT&T Uverse bundle is spotty. A few weeks back, AT&T upgraded my service to Power (45Mbps) Internet. A technician installed a new modem/router to handle the increased bandwidth.
My net connection is unacceptable
Skype and Google+ and FaceTime start but soon crash; even audio-only fails to work. Sometimes I can’t even open my own sites, jaycross.com and internettime.com. Every now and then, gmail refuses to open or other sites come up with weird notices of time delays. It feels like somewhere along the line my connection is being throttled. I spent 90 minutes on the phone with Apple: they concluded that my Macs are functioning properly and that my wi-fi is working as it should. There seems to be some bottleneck between the router and the net. That part of the connection is the purview of AT&T.
Once bitten, twice shy
History tells me that I should expect to experience a lot of drama before I get the right prescription for a viable broadband connection.
I hope it’s not like a dozen years ago when I signed up for an early-adopter DSL connection. The AT&T data guys would come and mess with the box in the house and on the pole outside and get the net connection up. But the phone stopped working and the “Bellheads” would come by and curse the clueless data installers, and screw up the net connection. I endured this ping-pong of incompetence and perhaps sabotage for eighteen visits to my home and my inside wiring. I’ve seen the underbelly of AT&T.
At the time I reported on my struggle on this blog. People talk about “learning out loud.” Good concept. I believe in Living Out Loud. This is what customer service was like thirteen years ago.
My blog posts eventually got the attention of a SVP at AT&T and my problems were solved. He retired.
I’ll keep track of my interactions with AT&T and others this time around, so bookmark this page if you want to see the follow-up.
Can you help me figure how to solve this? If you have advice, I will sincerely appreciate it.
I feel cut off from the world.
This just in:
Jan 19 – I called the technician, who’d kindly left me his business card. He said he’d look into it and get back to me. Jan 21 – I spoke with Thali in the Philippines. We changed the router channel to 10. I was able to Skype. However, just now my download speed is 6.56 and I can’t open several sites.