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

[neal at mnopltd.com]

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> 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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