Re: Slightly OT: AT&T Fiber upload failures.
Jerald Sheets via Ale <[email protected]> Thu, 16 Jul 2026 08:29:06 -0400
| Newsgroups | gmane.org.user-groups.ale |
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| Message-ID | <[email protected]> |
--===============7862028103023775292== Content-Type: multipart/alternative; boundary="Apple-Mail=_FB04D583-6CB0-4BFC-903D-D943067C5088" --Apple-Mail=_FB04D583-6CB0-4BFC-903D-D943067C5088 Content-Transfer-Encoding: quoted-printable Content-Type: text/plain; charset=utf-8 Loving my Starlink. (Full disclosure: I work for SpaceXai, but I pay full price.) Jerald Sheets [email protected] > On Jul 15, 2026, at 12:39=E2=80=AFPM, Neal Rhodes via Ale = <[email protected]> wrote: >=20 > hmmm. Generally good idea. >=20 > Escalated the ticket 4 weeks ago. Finally got to Level 2 support 2 = weeks ago. Nada.=20 >=20 > 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.=20 >=20 >=20 >=20 > On 2026-07-13 19:49, dj-Pfulio via Ale wrote: >=20 >> The term you need to know is, "I want to escalate this issue."=20 >> That tells them they haven't met your needs and you want to talk to = their boss. >>=20 >>=20 >> 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.=20 >>=20 >> Thus far I haven't gotten past level 2 tech in Bangalore. AT&T = managers are avoiding me; perhaps just blocking me.=20 >>=20 >> 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.=20 >>=20 >>=20 >> On 2026-06-28 16:51, Jim Kinney wrote: >>=20 >> 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. >> =20 >> 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. >> =20 >> Test against here: >> https://speed.cloudflare.com/ >> =20 >> The cloudflare test is something AT&T will care about as they also = rely on them. >> =20 >> And there's other testing sites as well. Get the numbers and the = data from tracepath so you can show a rout problem. >> =20 >> Thanks for being Tier3 training support for AT&T . <facepalm> >> =20 >> --=20 >> James P. Kinney III >>=20 >> 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 >>=20 >> http://heretothereideas.blogspot.com/ >>=20 >> On Sun, Jun 28, 2026, 3:11=E2=80=AFPM Neal Rhodes via Ale = <[email protected] <mailto:[email protected]>> wrote: >> We've been chasing AT&T on streaming upload failures on a Business = Fiber setup for about 6 weeks now.=20 >>=20 >> We've been streaming Sunday Morning services to Youtube for years on = Comcast.=20 >>=20 >> Switched to AT&T in March. And........ increasingly were having = Youtube abort the stream.=20 >>=20 >> We were sending 60fps video, which amounted to about 6mbps; this is = on a 20mbps Fiber connection.=20 >>=20 >> We dropped that to 30fps video, which is about 3.5mbps.=20 >>=20 >> 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)=20 >>=20 >> 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.=20 >>=20 >> 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.=20 >>=20 >> 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.=20 >>=20 >> 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.=20 >>=20 >> 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? =20 >>=20 >> regards,=20 >>=20 >>=20 >>=20 >> Neal=20 >>=20 >> _______________________________________________ >> Ale mailing list >> [email protected] <mailto:[email protected]> >> https://mail.ale.org/mailman/listinfo/ale >> See JOBS, ANNOUNCE and SCHOOLS lists at >> http://mail.ale.org/mailman/listinfo >>=20 >>=20 >>=20 >> _______________________________________________ >> Ale mailing list >> [email protected] <mailto:[email protected]> >> https://mail.ale.org/mailman/listinfo/ale >> See JOBS, ANNOUNCE and SCHOOLS lists at >> http://mail.ale.org/mailman/listinfo >=20 > _______________________________________________ > 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 --Apple-Mail=_FB04D583-6CB0-4BFC-903D-D943067C5088 Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset=utf-8 <html aria-label=3D"message body"><head><meta http-equiv=3D"content-type" = content=3D"text/html; charset=3Dutf-8"></head><body = style=3D"overflow-wrap: break-word; -webkit-nbsp-mode: space; = line-break: after-white-space;"><div>Loving my = Starlink.</div><div><br></div><div>(Full disclosure: I work for = SpaceXai, but I pay full price.)</div><div><br></div><br = id=3D"lineBreakAtBeginningOfMessage"><div> <div>Jerald Sheets</div><div>[email protected]</div><div><br></div><br = class=3D"Apple-interchange-newline"> </div> <div><br><blockquote type=3D"cite"><div>On Jul 15, 2026, at 12:39=E2=80=AF= PM, Neal Rhodes via Ale <[email protected]> wrote:</div><br = class=3D"Apple-interchange-newline"><div><meta http-equiv=3D"Content-Type"= content=3D"text/html; charset=3DUTF-8"><div style=3D"font-size: 10pt; = font-family: Verdana,Geneva,sans-serif"><p>hmmm. Generally good = idea.</p><p>Escalated the ticket 4 weeks ago. Finally got to = Level 2 support 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 ago. = 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 2px solid; margin: 0"> <div id=3D"replybody1" style=3D"font-size: 10pt; font-family: = Verdana,Geneva,sans-serif;"> <div dir=3D"auto">The term you need to know is, "I want to escalate this = issue." <br>That tells them they haven't met your needs and you want to = talk 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; = border-left: 1px solid #cccccc; padding-left: 1ex;"><p>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. </p><p>Thus far I haven't gotten past level 2 tech in = Bangalore. AT&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; = margin: 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 = being met. It doesn't seem to be on your end but between your entrance = to AT&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"_blank" 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 = numbers 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 . = <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 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.<br>- Speech 11/23/1900 Mark Twain<br><em><em><em><em><br><a = href=3D"http://heretothereideas.blogspot.com/" target=3D"_blank" = rel=3D"noopener = noreferrer">http://heretothereideas.blogspot.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"noreferrer">[email protected]</a>> wrote:</div> <blockquote class=3D"v1v1gmail_quote" style=3D"margin: 0 0 0 .8ex; = border-left: 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 Fiber setup for about 6 weeks = now. </p><p>We've been streaming Sunday Morning services to Youtube = for years on Comcast. </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 hour periods, and found = Max Upload Latency all over the highway, from 5ms to 528ms. = (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 host in Atlanta. </p><p>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. </p><p>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. </p><p>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. </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 longer = 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 = href=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/mailman/listinfo" target=3D"_blank" = rel=3D"noopener = noreferrer">http://mail.ale.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.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/mailman/listinfo" target=3D"_blank" = rel=3D"noopener = noreferrer">http://mail.ale.org/mailman/listinfo</a></div> </blockquote><p><br></p> </div> _______________________________________________<br>Ale mailing = list<br>[email protected]<br>https://mail.ale.org/mailman/listinfo/ale<br>See = JOBS, ANNOUNCE and SCHOOLS lists = at<br>http://mail.ale.org/mailman/listinfo<br></div></blockquote></div><br= ></body></html>= --Apple-Mail=_FB04D583-6CB0-4BFC-903D-D943067C5088-- --===============7862028103023775292== 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 --===============7862028103023775292==--