Re: Slightly OT: AT&T Fiber upload failures.
Neal Rhodes via Ale <[email protected]> Wed, 15 Jul 2026 12:39:11 -0400
| Newsgroups | gmane.org.user-groups.ale |
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| Message-ID | <[email protected]> |
--===============3530883104142021697== Content-Type: multipart/alternative; boundary="=_349905bb77a67ebd29c23b4f39cc284d" --=_349905bb77a67ebd29c23b4f39cc284d Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=UTF-8; format=flowed hmmm. Generally good idea. Escalated the ticket 4 weeks ago. Finally got to Level 2 support 2 weeks ago. Nada. Got a Friend of a Friend to raise with the President, so now I'm getting occasional calls from Office of the President, and they escalated 2 days ago. Still Nada. On 2026-07-13 19:49, dj-Pfulio via Ale wrote: > The term you need to know is, "I want to escalate this issue." > That tells them they haven't met your needs and you want to talk to > their boss. > > On June 29, 2026 10:56:25 AM EDT, Neal Rhodes via Ale <[email protected]> > wrote: > > Thanks for the pointer. I understood the AT&T Business Fiber SLA to be > 37ms max latency. We have typically seen 200, and sometimes over 500. > > Thus far I haven't gotten past level 2 tech in Bangalore. AT&T > managers are avoiding me; perhaps just blocking me. > > That's kinda why I wanted to figure out how to apply for a credit on > our bill due to them not meeting the SLA. Figured that MIGHT get > someone's attention on this continent. > > On 2026-06-28 16:51, Jim Kinney wrote: > > See if google has an iperf3 reciever. I've found the tool tracepath to > give very good info about all the hops between start and end points. > > Ask to speak with their manager because the SLA is not being met. It > doesn't seem to be on your end but between your entrance to AT&T and > their exit point. > > Test against here: > https://speed.cloudflare.com/ > > The cloudflare test is something AT&T will care about as they also rely > on them. > > And there's other testing sites as well. Get the numbers and the data > from tracepath so you can show a rout problem. > > Thanks for being Tier3 training support for AT&T . <facepalm> > > -- > James P. Kinney III > > Every time you stop a school, you will have to build a jail. What you > gain at one end you lose at the other. It's like feeding a dog on his > own tail. It won't fatten the dog. > - Speech 11/23/1900 Mark Twain > > http://heretothereideas.blogspot.com/ > > On Sun, Jun 28, 2026, 3:11 PM Neal Rhodes via Ale <[email protected]> wrote: > > We've been chasing AT&T on streaming upload failures on a Business > Fiber setup for about 6 weeks now. > > We've been streaming Sunday Morning services to Youtube for years on > Comcast. > > Switched to AT&T in March. And........ increasingly were having > Youtube abort the stream. > > We were sending 60fps video, which amounted to about 6mbps; this is on > a 20mbps Fiber connection. > > We dropped that to 30fps video, which is about 3.5mbps. > > I ran the Speedtest CLI every 5 minutes from a script for several 24 > hour periods, and found Max Upload Latency all over the highway, from > 5ms to 528ms. (BTW, we understand the upload SLA to be 37ms) > > Granted, the Speedtest test tries to shove 20mbps upload; whereas we > are trying to get consistent 3.5mbps. this is to an AT&T Speedtest > host in Atlanta. > > I'm getting close to nowhere arguing with AT&T. I recently took the > church completely offline, disconnected our Unifi router, connected > directly to the AT&T Calex box, ran the same tests, had roughly the > same results. > > AT&T level 2 support is asking ME to tell THEM where in the hops from > us to THEM that THEY are bottlenecked. Kinda hard, since MTR or > TraceRoute gets 2 hops in, and then it's just stars with no data. > 'cause their equipment isn't replying to me. > > Anyone have ideas, either on troubleshooting, or finding anyone within > AT&T that actually knows anything about testing their own equipment? > I was wondering about iPerf3, if they had a server for it. It would > be better to test a realistic 4mbps upload. > > Anyone know the process to file a formal request for a failed SLA > credit with AT&T? The minimal docs I have apparently are no longer > correct? > > regards, > > Neal _______________________________________________ > Ale mailing list > [email protected] > https://mail.ale.org/mailman/listinfo/ale > See JOBS, ANNOUNCE and SCHOOLS lists at > http://mail.ale.org/mailman/listinfo _______________________________________________ Ale mailing list [email protected] https://mail.ale.org/mailman/listinfo/ale See JOBS, ANNOUNCE and SCHOOLS lists at http://mail.ale.org/mailman/listinfo --=_349905bb77a67ebd29c23b4f39cc284d Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset=UTF-8 <html><head><meta http-equiv=3D"Content-Type" content=3D"text/html; charset= =3DUTF-8" /></head><body style=3D'font-size: 10pt; font-family: Verdana,Gen= eva,sans-serif'> <p>hmmm. Generally good idea.</p> <p>Escalated the ticket 4 weeks ago. Finally got to Level 2 sup= port 2 weeks ago. Nada. </p> <p>Got a Friend of a Friend to raise with the President, so now I'm getting= occasional calls from Office of the President, and they escalated 2 days a= go. Still Nada. </p> <p><br /></p> <p id=3D"reply-intro">On 2026-07-13 19:49, dj-Pfulio via Ale wrote:</p> <blockquote type=3D"cite" style=3D"padding: 0 0.4em; border-left: #1010ff 2= px solid; margin: 0"> <div id=3D"replybody1" style=3D"font-size: 10pt; font-family: Verdana,Genev= a,sans-serif;"> <div dir=3D"auto">The term you need to know is, "I want to escalate this is= sue." <br />That tells them they haven't met your needs and you want to tal= k to their boss.</div> <br /><br /> <div class=3D"v1gmail_quote"> <div dir=3D"auto">On June 29, 2026 10:56:25 AM EDT, Neal Rhodes via Ale <= ;[email protected]> wrote:</div> <blockquote class=3D"v1gmail_quote" style=3D"margin: 0pt 0pt 0pt 0.8ex; bor= der-left: 1px solid #cccccc; padding-left: 1ex;"> <p>Thanks for the pointer. I understood the AT&T Business Fiber S= LA to be 37ms max latency. We have typically seen 200, and some= times over 500. </p> <p>Thus far I haven't gotten past level 2 tech in Bangalore. A= T&T managers are avoiding me; perhaps just blocking me. </p> <p>That's kinda why I wanted to figure out how to apply for a credit on our= bill due to them not meeting the SLA. Figured that MIGHT get someone= 's attention on this continent. </p> <p><img /></p> <p id=3D"v1reply-intro">On 2026-06-28 16:51, Jim Kinney wrote:</p> <blockquote style=3D"padding: 0 0.4em; border-left: #1010ff 2px solid; marg= in: 0;"> <div id=3D"v1replybody1"> <div dir=3D"auto"> <div>See if google has an iperf3 reciever. I've found the tool tracepath to= give very good info about all the hops between start and end points.</div> <div dir=3D"auto"> </div> <div dir=3D"auto">Ask to speak with their manager because the SLA is not be= ing met. It doesn't seem to be on your end but between your entrance to AT&= amp;T and their exit point.</div> <div dir=3D"auto"> </div> <div dir=3D"auto">Test against here:</div> <div dir=3D"auto"><a href=3D"https://speed.cloudflare.com/" target=3D"_blan= k" rel=3D"noopener noreferrer">https://speed.cloudflare.com/</a></div> <div dir=3D"auto"> </div> <div dir=3D"auto">The cloudflare test is something AT&T will care about= as they also rely on them.</div> <div dir=3D"auto"> </div> <div dir=3D"auto">And there's other testing sites as well. Get the nu= mbers and the data from tracepath so you can show a rout problem.</div> <div dir=3D"auto"> </div> <div dir=3D"auto">Thanks for being Tier3 training support for AT&T . &l= t;facepalm></div> <div> </div> <div> <div dir=3D"ltr">-- <br />James P. Kinney III<br /><em><em><em><em><br /></= em></em></em></em>Every time you stop a school, you will have to build a ja= il. What you gain at one end you lose at the other. It's like feeding a dog= on his own tail. It won't fatten the dog.<br />- Speech 11/23/1900 Mark Tw= ain<br /><em><em><em><em><br /><a href=3D"http://heretothereideas.blogspot.= com/" target=3D"_blank" rel=3D"noopener noreferrer">http://heretothereideas= =2Eblogspot.com/</a><br /></em></em></em></em></div> </div> </div> <br /> <div class=3D"v1v1gmail_quote v1v1gmail_quote_container"> <div class=3D"v1v1gmail_attr" dir=3D"ltr">On Sun, Jun 28, 2026, 3:11=E2=80= =AFPM Neal Rhodes via Ale <<a href=3D"mailto:[email protected]" rel=3D"norefer= rer">[email protected]</a>> wrote:</div> <blockquote class=3D"v1v1gmail_quote" style=3D"margin: 0 0 0 .8ex; border-l= eft: 1px #ccc solid; padding-left: 1ex;"> <div style=3D"font-size: 10pt; font-family: Verdana,Geneva,sans-serif;"> <p>We've been chasing AT&T on streaming upload failures on a Business F= iber setup for about 6 weeks now. </p> <p>We've been streaming Sunday Morning services to Youtube for years on Com= cast. </p> <p>Switched to AT&T in March. And........ increasingly were= having Youtube abort the stream. </p> <p>We were sending 60fps video, which amounted to about 6mbps; this is on a= 20mbps Fiber connection. </p> <p>We dropped that to 30fps video, which is about 3.5mbps. </p> <p>I ran the Speedtest CLI every 5 minutes from a script for several 24 hou= r periods, and found Max Upload Latency all over the highway, from 5ms to 5= 28ms. (BTW, we understand the upload SLA to be 37ms) </p> <p>Granted, the Speedtest test tries to shove 20mbps upload; whereas we are= trying to get consistent 3.5mbps. this is to an AT&T Speedtest h= ost in Atlanta. </p> <p>I'm getting close to nowhere arguing with AT&T. I recen= tly took the church completely offline, disconnected our Unifi router, conn= ected directly to the AT&T Calex box, ran the same tests, had roughly t= he same results. </p> <p>AT&T level 2 support is asking ME to tell THEM where in the hops fro= m us to THEM that THEY are bottlenecked. Kinda hard, sin= ce MTR or TraceRoute gets 2 hops in, and then it's just stars with no data.= 'cause their equipment isn't replying to me. </p> <p>Anyone have ideas, either on troubleshooting, or finding anyone within A= T&T that actually knows anything about testing their own equipment?&nbs= p; I was wondering about iPerf3, if they had a server for it. = It would be better to test a realistic 4mbps upload. </p> <p>Anyone know the process to file a formal request for a failed SLA credit= with AT&T? The minimal docs I have apparently are no longe= r correct? </p> <p>regards, </p> <p><br /></p> <p>Neal </p> </div> _______________________________________________<br />Ale mailing list<br />= <a href=3D"mailto:[email protected]" rel=3D"noreferrer">[email protected]</a><br /><a h= ref=3D"https://mail.ale.org/mailman/listinfo/ale" target=3D"_blank" rel=3D"= noopener noreferrer">https://mail.ale.org/mailman/listinfo/ale</a><br />See= JOBS, ANNOUNCE and SCHOOLS lists at<br /><a href=3D"http://mail.ale.org/ma= ilman/listinfo" target=3D"_blank" rel=3D"noopener noreferrer">http://mail.a= le.org/mailman/listinfo</a></blockquote> </div> </div> </blockquote> <p><br /></p> </blockquote> </div> </div> <br /> <div class=3D"pre" style=3D"margin: 0; padding: 0; font-family: monospace">= _______________________________________________<br />Ale mailing list<br />= <a href=3D"mailto:[email protected]">[email protected]</a><br /><a href=3D"https://mail= =2Eale.org/mailman/listinfo/ale" target=3D"_blank" rel=3D"noopener noreferr= er">https://mail.ale.org/mailman/listinfo/ale</a><br />See JOBS, ANNOUNCE a= nd SCHOOLS lists at<br /><a href=3D"http://mail.ale.org/mailman/listinfo" t= arget=3D"_blank" rel=3D"noopener noreferrer">http://mail.ale.org/mailman/li= stinfo</a></div> </blockquote> <p><br /></p> </body></html> --=_349905bb77a67ebd29c23b4f39cc284d-- --===============3530883104142021697== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline _______________________________________________ Ale mailing list [email protected] https://mail.ale.org/mailman/listinfo/ale See JOBS, ANNOUNCE and SCHOOLS lists at http://mail.ale.org/mailman/listinfo --===============3530883104142021697==--