Our DSL suddenly dropped from about 5Mbps to 175kbps. I contacted AT&T via online chat, and after being told to restart the modem (and therefore the conversation) twice, I had a long conversation with one of their “agents”:
System
Welcome Mr. Jason Gullickson.
System
Connecting to server. Please wait…
System
Connection with server established.
System
Technical Support Topic: DSL High Speed Internet
System
Frank has joined this session!
System
Connected with Frank
Frank
Thank you for contacting AT&T Internet Support, my name is Frank(ak880s).I see that I am chatting with Mr. Jason Gullickson . Am I correct?
You
yes
Frank
I see that you provided XXXXXXXXXX as the number associated with your DSL/Dial account.Am I correct?
You
yes
Frank
How are you doing Mr. Gullickson?
You
ok
Frank
Thank you for confirming the details. How can I make you a very satisfied customer today?
You
I’m supposed to be getting betweeen 3mbps and 6mbps download but I’m only getting about 175kbps (or 1.28mbps according to speedtest.net)
You
I just talked to another one of your agents who told me to remove my router from the loop, so now I am jacked directly into the siemens speedstream modem via ethernet
Frank
I am sorry you are experiencing this issue and will be happy to assist you.
Frank
I appreciate your efforts.
You
so it looks like it’s not the router, since I’m getting the same numbers; what do we do next?
Frank
Mr. Gullickson, did you power cycle the modem?
You
yes
Frank
Mr. Gullickson, in order to assist you further, may I place you on hold for approximately two minutes while I check my resources.
You
ok, thanks for letting me know
Frank
Mr. Gullickson, please do not worry, I will do my best to resolve the issue.
You
thanks
Frank
Please let me know the speed that are you getting right now?
You
I’ll re-run the test
You
1.31 mbps
Frank
Sure, I also want to ensure that you performed the power cycle in the given sequence :-
Frank
Un-plug the power supply.
Un-plug the telephone cord from the modem.
Unplug the modem from all cables for 30 seconds.
Plug the telephone cord to the modem.
Turn on the modem.
Wait for the DSL light to become solid green.
You
yes, this is the sequence given to me by the previous agent
Frank
That’s great.
Frank
I believe there should be increase in the power cycle of the modem.
Frank
I mean in the speed.
Frank
I am sorry for my typo.
You
so are you saying you want me to cycle it again?
Frank
Nope, if you performed the power cycle in the given sequence then it is fine.
You
good :) what’s next?
Frank
Which Internet browser are you using? ( i.e. Internet Explorer, AT&T Yahoo browser, Firefox or Google Chrome etc)
You
Chrome at the moment (on OSX)
You
however my original tests didn’t involve a browser, I was reading SNMP data from the router’s WAN port, and now I’m reading it off the computers ethernet interface
Frank
Mr. Gullickson, are you using Mac Operating System?
You
yes
Frank
Mr. Gullickson, the slow speed issue is might be with the computer or browser settings.
Frank
I really apologize, we do not have expertise with the mac operating system, this issue is best resolved when working together with one of our support agents over a telephone line because it requires multiple troubleshooting steps. Please call us at 1-877-722-3755 We look forward to speaking with you to resolve this issue.
You
I’m certain it has nothing to do with the browser, I was experiencing this download cap using other file download software
System
Connected with Frank
You
I’m certain it has nothing to do with the browser, I was experiencing this download cap using other file download software
You
lost you for a second there Frank
Frank
Yes, we have appreciate your patience.
Frank
Yes, I am with you.
Frank
I am looking for your co-operation so that this issue can be resolve as soon as possible.
You
so yes, I don’t think this is a mac specific issue because I’ve noticed the same problem with Windows machines on this network as well
You
It seems like it started a week or so ago, like somehow my account started using a different, lower bandwidth plan
Frank
Please do not worry, we appreciate your business and time.
Frank
We want to resolve it with in time.
Frank
Please contact our voice support.
You
why can’t we continue troubleshooting here?
Frank
Mr. Gullickson, we need to perform further trouble shooting steps to resolve the issue and create the trouble ticket, I am documenting the case in such a manner that you do not have to repeat yourself.
Frank
Please refer the case number :- 226343876
You
You’re not answering my question Frank
Frank
Yes, we need to perform some troubleshooting steps ( browser optimize, LAN settings, DNS flush etc), you are using the MAC Operating System and we do not have expertise with the Mac.
Frank
Please contact our voice support, they will assist you further.
You
I have tried repeatedly to work with AT&T phone support with zero success. I am a programmer and a network engineer, I can find any setting, etc. you want to know about on the Mac
Frank
Yes, I appreciate your efforts. I apologize, the mac OS is not in our scope of support and I can not perform troubleshooting beyond the scope of my chat support limit.
You
How about I bring up a Windows XP machine, can we continue then?
Frank
Yes, we can continue but this will disconnect this chat session .
You
Actually it won’t, I’m all set
Frank
Mr. Gullickson, do you want to start a new chat session or contact our voice support?
You
No need to start a new session, I’m ready to troubleshoot on Windows XP
Frank
How did you change the computer?
You
I have an xp machine handy and plugged it into the modem, then connected the mac (with the chat session) to a second ethernet port
Frank
Mr. Gullickson, the speedstream modem has only one Ethernet port.
You
the second ethernet is on the Windows machine, not the modem
Frank
I understand that there are two computer sharing the single Ethernet port, am I correct?
You
not exactly (although I’m not sure how this is relevant to the troubleshooting task); the XP machine is plugged into the single ethernet port of the modem; the mac is plugged into a second ethernet port on the XP machine; the XP machine is bridging the connection to the Mac, but the XP machine is connected directly to the ethernet port of the modem
Frank
In this scenario, please contact our voice support, the issue is with the multiple computer sharing the same modem issue, it is one of the reason for getting the slow speed.
You
actually the performance tests were carried out with only one computer connected, I only brought the second machine online at your request for a Windows machine to troubleshoot
Frank
The benefit of the voice support is this we can restart the modem/computer as per the troubleshooting steps without loosing the voice session.
Frank
Yes, I can see that the Mac computer is connected directly with the modem.
You
I understand the value of that flexibility. However has anything been done to rule out a bottleneck between the modem and the internet? As several devices on my network have poor network performance it is unlikely that the problem is on one of these computers
Frank
Yes, I can understand that I appreciate your computer knowledge, I am here to assist you.
Frank
We value your time as well, we can resolve the issue or create the trouble ticket only after performing the all trouble shooting, we are not suppose the line test before the trouble shooting ( power cycle the modem, disconnecting the router or browser troubleshooting).
Frank
The slow speed issue is also may be due to the anti-virus applications or maleware, router or modem firewall.
Frank
Mr. Gullickson, the speed range of your High Speed Internet service is based on the distance between your home/office and our network location, as well as the condition of your line.
Frank
The actual speed achieved will vary due to factors such as Internet congestion and wiring inside your home/office. We need to perform various test to get the root cause of the issue correctly.
You
Very good, let’s perform some tests
Frank
Other reason are the temporary files and cookies of the Internet browser or any EMI device near the modem.
Frank
Sure, as you are using the two computer with the same modem, I appreciate if you contact our voice support. Everything is documented in my case.
Frank
It will be also best if you connect the windows XP computer with the modem and perform the power cycle.
You
This is the second time I’ve been asked to re-start the troubleshooting process with another agent. How about this, if you’re willing to test the line, and if that doesn’t provide any insight, I’ll attempt to contact AT&T voice support, deal?
Frank
Mr. Gullickson, I apologize, in this situation, it is not possible to run the speed test, I will not get the good and correct results.
Frank
I will be happy to chatting with you all day. We are here to resolve the issue.
You
That’s not the impression I’m getting Frank, if I understand correctly, the only option you’re providing me with is to end this conversation and attempt to contact voice support
Frank
Mr. Gullickson, I appreciate your patience, I would love to help you and we are here for the same.
Frank
However, we have some limitation over the chat support.
You
I believe we have arrived at an impasse; if you cannot (or are unwilling to) test the line I don’t think there is anything more we can do here.
Frank
We have some dedicated department for some specific technical issue like wireless, Mac or gaming console etc.
Frank
They are expertise on these stuffs.
You
As I said before I can attest that the issue has nothing to do with these individual devices, what I need is a network engineer or possibly a lineman.
You
I believe that the quickest way to resolve this issue is probably going to be to find another internet service provider
Frank
Yes, I understand that our voice agent will surely arrange the line technician for you if required.
Frank
Mr. Gullickson, you are valuable for us and you will be always valuable, we do not want to loose any of our member. I appreciate your patience again.
Frank
Is there any thing else I may assist you with today?
You
Based on this conversation I believe there is not.
Frank
It was nice chatting with you.
Frank
Thank you for choosing AT&T where we value your business. You will now be disconnected from this session. The chat window will remain open until you close it. For quick answers, make the new AT&T Yahoo! Help site your first stop. Visit http://support.att.com where you’ll find pages of product information to assist you. Again, thank you for choosing AT&T Yahoo! Chat Support.
Connected with a AT&T representative.
Session ID: 3112700