[ale] Slightly OT: AT&T Fiber upload failures.

[Jerald Sheets]

Loving my Starlink.

(Full disclosure: I work for SpaceXai, but I pay full price.)


Jerald Sheets
questy at gmail.com



> On Jul 15, 2026, at 12:39 PM, Neal Rhodes via Ale <ale at ale.org> wrote:
> 
> 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 <ale at ale.org> 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 <ale at ale.org <mailto:ale at ale.org>> 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 
>> 
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