System: Welcome Mr. XXX XXXX.
System: Connecting to server. Please wait...
System: Connection with server established.
System: Technical Support Topic: Slow Speed
System: KIM has joined this session!
System: Connected with KIM
KIM: Thank you for contacting AT&T Internet Support. My name is Kim (kh2684).
KIM: I see that I am chatting with Mr. XXX XXXX and could you confirm if XXXXXXXXX is the number associated with your DSL/Dial account?
You: correct
KIM: Thank you for confirming the details.
KIM: In case we get disconnected, please click on the following link to re-connect with me.
http://pattta.att.motive.com/netagent/questionnaire_c2c_dsl_sw.aspx
You: ok
KIM: Mr. XXXX, I see that you are not getting the speed according to your speed plan. Am I corer ct?
KIM: *correct.
You: correct
KIM: I apologize for the inconvience caused and would do my best to resolve the issue .
You: ty
KIM: You are welcome.
You: ive had DSL since 2003 and im getting fed up with paying the price for it and i know i can get fast speed with cable
KIM: I really apologize that being our valuable customer you are not getting the speed according to the speed plan.
KIM: Mr. King, If required to escalate this issue to the higher level of support I would do that also for you.
You: k
KIM: In order to know the root cause of the issue I need some information. Would that be fine with you?
You: ya
KIM: Thank you .
KIM: Please let me know the make and model of the Modem/Router you are using?
You: speedstream 4100
KIM: Are you using any other router like D-link , Linksys with Speedstream 4100?
You: yes a belkin
KIM: Okay.
KIM: Are you chatting from the same computer in which you are experiencing the issue?
You: yes
KIM: Are you experiencing the slow speed issue in wired or wireless connection?
You: i have changed all ethernet cords and phone lines as well
You: wired
KIM: I appreciate your efforts.
You: if i try to get a speedtest now at speedtest.net it wont even tell me how fast it is it just gives me a latency error
You: i have no idea how im even online at all at this point
KIM: No problem try with this link to check the speed test .
KIM:
http://att.com/speedtest
KIM: Check the speed from the above link and then let me know the download and the upload speed.
You: download sAys 3.88 and upload says 0.58
KIM: Thank you for the information.
You: oh im also using windows 7 and did try using the diagnostic help tool for resolving any issues, it wont even run
KIM: As the speed test results shows that you are not getting the speed according to the speed plan.
You: the att speed test is always different, usually much higher than speedtest.net results
KIM: There could be issue on your line . Let me run the line test so that I can figure out the exact issue .
You: k
KIM: Mr. XXXX, I believe that you have powercycled your modem also. Am I correct?
You: oh heck, i changed it completely
KIM: Okay.
You: exact same model
KIM: Please allow me 2 minutes so that I can provide you the line test result.
You: ok
KIM: Thank you for your patience.
You: no problem
KIM: Mr. XXXX, I ran the line test and found some issue with your line. So I would have to escalate this issue to our higher level of support to correct the issue.
KIM: Let me provide you the exact result of the line test.
You: what kind of issue?
KIM: BBNMS reports a possible loop length issue. Follow DAWN to trouble shoot the specific issue the customer is reporting.
KIM: It is loop length issue on your line.
You: ok, what exactly did I do to cause this to happen?
KIM: There is no issue from your end . The issue is with the Internet line and the line and maintenance Department would correct the issue .
You: oh i see
KIM: Please provide me your best contact number so that the line and maintenance department can reach you if required.
You: either my home phone number that you already have or my cell which is XXX-XXX-XXXX
KIM: Thank you .
You: np
KIM: Please stay with me on this chat until I escalate this issue.
You: ok
You: im not going anywhere
KIM: Thank you .
KIM: Thank you for your patience.
You: well im kinda a hostage to att speed at the moment. lol
KIM: I really apologize that it took some time as the tools were not working properly .
You: u cant be at blame for everything
KIM: Mr. XXXX, I am having some trouble in escalating this issue to the line and maintenance department .
KIM: So I would request you to call our voice support at 1-877-722-3755 (toll free).
KIM: Please call on this number now and provide the case number .
KIM: The case number is XXXXXXXXXXXX.
You: ok ty
KIM: And ask them to escalate the case to the line and maintenance department.
KIM: Please call them now.
KIM: I am here with you.
You: ok
You: calling now
KIM: Okay.
You: the machine does not understand ESCALATING ISSUE TO LINE AND MAINTENENE DEPT
KIM: Let me help you to connect to the live agent.
KIM: When you call on the above number , make sure you don't respond to the automated machine even when it says " I see that you are calling from xxx-xxx-xxxx" just remain silent and then after some time you will be connected to the live agent.
KIM: Try it .
You: talking to a live person
KIM: Great.
KIM: Please provide the case number .
KIM: And ask the agent to refer the case first .
You: ty
KIM: You are welcome.
KIM: The agent would now escalate your case to the line and the maintenance department .
KIM: Is there anything else that I may assist you with today?
You: no ty
KIM: You are most welcome.
KIM: Thank you for choosing AT&T .
System: KIM has left this session!
System: The session has ended!