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<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>
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<p id="reply-intro">On 2026-07-13 19:49, dj-Pfulio via Ale wrote:</p>
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<div dir="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>
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<div dir="auto">On June 29, 2026 10:56:25 AM EDT, Neal Rhodes via Ale <ale@ale.org> wrote:</div>
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<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>
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<p id="v1reply-intro">On 2026-06-28 16:51, Jim Kinney wrote:</p>
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<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>
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<div dir="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>
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<div dir="auto">Test against here:</div>
<div dir="auto"><a href="https://speed.cloudflare.com/" target="_blank" rel="noopener noreferrer">https://speed.cloudflare.com/</a></div>
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<div dir="auto">The cloudflare test is something AT&T will care about as they also rely on them.</div>
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<div dir="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>
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<div dir="auto">Thanks for being Tier3 training support for AT&T . <facepalm></div>
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<div dir="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="http://heretothereideas.blogspot.com/" target="_blank" rel="noopener noreferrer">http://heretothereideas.blogspot.com/</a><br /></em></em></em></em></div>
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<div class="v1v1gmail_attr" dir="ltr">On Sun, Jun 28, 2026, 3:11 PM Neal Rhodes via Ale <<a href="mailto:ale@ale.org" rel="noreferrer">ale@ale.org</a>> wrote:</div>
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<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>
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<p>Neal </p>
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