Service is down even with upgrade?

Service is down even with upgrade?
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tchen @ 10th Jun 02:55PM:
Service is down even with upgrade?

Hi,

I placed an order to upgrade to 6000/768 from 3000/512 and the activation date is today. I never had any downtime last year but why with the upgrade of speed causes me to lost internet connection?

I hope the connection will be re-established soon.
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Zak_D_H @ 10th Jun 03:19PM:
Re: Service is down even with upgrade?

Hi tchen,

Can you send me a PM with you're account info? Upgrading does not usually cause downtime but there can be some downtime if you are moving from a CO to a RT or if the line is having trouble supporting the new speed.
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Zak_D_H @ 10th Jun 03:48PM:
Re: Service is down even with upgrade?

Hi tchen,

Go ahead and try again. For some reason we had you pointed to the old ATM path on our end. I corrected and I can talk to the modem so it should be working although you may need to power-cycle.
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tchen @ 11th Jun 08:51PM:
Re: Service is down even with upgrade?

Hi,

It worked for a while yesterday at the old speed and then no connection again. I called the support and they want me to go through these silly steps of swapping telephone cables, modem location, ....

I can't believe they want me to do these. I have not touched my modem and settings for the past year and how come the problem only started showing on my activation date of a higher speed plan?

I really need someone to help me. I signed up to get higher speed and I end up with no DSL at all for most part of the last two days.

Very frustrated. :(
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tchen @ 15th Jun 03:52PM:
Re: Service is down even with upgrade?

The support person opened up a ticket with ATT since they thought I have line issues and can't get a sync. The ATT will come and check the line on Tuesday so I left with no DSL for even longer. I really don't believe the line has any issues since the problem only happened on my plan upgrade date and it has been working for a year.

This morning when I try again and the DSL is back.
But this time it is at very low speed.

Please help!!!
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dslx_gm @ 16th Jun 12:47AM:
Re: Service is down even with upgrade?

I would be happy to take a look at your current line readings and see how they look. Please feel free to send me a PM with your DSL Extreme account information so I can reference your account.

Thanks
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