upgrade/downgrade service option

[rebel316]

I see that I can upgrade my line currently from 50Mbps to 75Mbps from the member tool dashboard. Does the speed increase from this require someone to come out to do something to my line or will it go into effect immediately without interrupting my service with downtime (if there's any)

[aleahmora]

I was offered the same upgrade, but when I went through the steps it says I need tech installation, and to return my old hardware. Kind of a pain for 25 mbps.

[devonte.taylor]

In more cases, than not, this kind of upgrade will require a full installation by a technician. There are some cases where this is not necessary, if the required infrastructure is already present. The only way to know for sure, is to place the upgrade order, then we should be able to tell, in our system, if a tech installation will be needed.

[irenazakrajsek]

I had this upgrade done today. My speeds went from 50/6 to ~80/8. apparently ATT limits your throughput to around 75 down as my speed tests do not match the max user rate shown on the DSL modem for max user rate (for the aggregated pair) which in my case is over 160kbps down and 30kbps up. Bummer, that would be great throughput for FTTN.

DSL Aggregated Information Type Down Up
User Rate 90983 kbs 8122 kbs
Max User Rate 167957 kbs 30838 kbs

Is anyone who did this upgrade seeing line throughput greater than the artificially limited ~75kbps?

[rebel316]

Clicked the button and says requires a full tech install. What does a full tech install detail? When I had my original install, the tech capped the speed of my line to be in line with the offered product, but he said it had potential to be twice as fast as the limit. Does my equipment need to be replaced?

[timyu94]

Clicked the button and says requires a full tech install. What does a full tech install detail? When I had my original install, the tech capped the speed of my line to be in line with the offered product, but he said it had potential to be twice as fast as the limit. Does my equipment need to be replaced?

New ATT RG Gateway (BWG210-700) and work on the ATT FTTN Cabinet (VRAD) and the Telco NID at your residence to swap you over to two bonded twisted pairs utilizing 17 MHz Protocol on 2 specific line cards (N, K).

[helinw]

How long does it take for you from clicking upgrade to the completion of the upgrade? I submitted the upgrade request 2 weeks ago but it is still "work in progress".

[drew.phillips]

How long does it take for you from clicking upgrade to the completion of the upgrade? I submitted the upgrade request 2 weeks ago but it is still "work in progress".

Hi helinw,

If you run a speedtest now, are you seeing the increased speeds at 75 Mbps down and 8 Mbps up? We received notice from AT&T on the 17th that the completion date for your speed change would be 10/23. We are set to follow up today to see if it's completed which would result in a communication that the change has completed.

Since this upgrade didn't require an AT&T dispatch we didn't contact you after receiving our initial response from AT&T. I apologize for the lack of communication. This situation seems to be atypical for speed upgrades which either require technician installs or are turned around much faster. I will look at ways we can improve the communication regarding these change orders so this doesn't happen in the future.

We should have an update today as to whether they completed that change or not. If you are now getting the faster speeds, then the upgrade process should complete today or tomorrow and we will send an email that the change order has finished.

Thank you very much.

[rebel316]

Just curious as helinw didn't require someone to be dispatched out to their location:

My question is to any sonic staff checking this thread if there is anyway to confirm whether I 100% need some sort of work done on my line that requires me to be home or would be as simple as it seems in helinw's case where there was no install needed?

I'd be going from a bonded line at 50/5 to 75/8

[helinw]

How long does it take for you from clicking upgrade to the completion of the upgrade? I submitted the upgrade request 2 weeks ago but it is still "work in progress".

Hi helinw,

If you run a speedtest now, are you seeing the increased speeds at 75 Mbps down and 8 Mbps up? We received notice from AT&T on the 17th that the completion date for your speed change would be 10/23. We are set to follow up today to see if it's completed which would result in a communication that the change has completed.

Since this upgrade didn't require an AT&T dispatch we didn't contact you after receiving our initial response from AT&T. I apologize for the lack of communication. This situation seems to be atypical for speed upgrades which either require technician installs or are turned around much faster. I will look at ways we can improve the communication regarding these change orders so this doesn't happen in the future.

We should have an update today as to whether they completed that change or not. If you are now getting the faster speeds, then the upgrade process should complete today or tomorrow and we will send an email that the change order has finished.

Thank you very much.

Hi Drew,

Thanks for your response. Sonic's customer service is great, both over the forum or over contacting support. Thanks for always looking to improve.

I briefly checked the speed last night, it's around 30mbps, similar to the speed before upgrade and not close to 70mbps. But could be due to my wifi or router setup. I am going to test the speed by connecting my laptop directly to the AT&T modem with an ethernet cable tonight.

Thanks and have a great day!